Custom Goods Refund Policy

Version: 2026-10-31 · Effective: 31 October 2026

At GuitarHub, every instrument is custom-built to your individual specifications. Because our guitars are uniquely personalized, our refund and cancellation policies are governed by European Union regulations regarding custom-made goods and statutory consumer guarantees.

1. Custom Goods Exemption (EU Law)

Under Article 16(c) of EU Directive 2011/83/EU on Consumer Rights, the statutory 14-day right of withdrawal (cooling-off period) does not apply to contracts for the supply of goods made to consumer specifications or clearly personalized.

By approving your custom build and paying the final invoice, you explicitly acknowledge that your guitar is a custom-made instrument exempt from the statutory 14-day cooling-off withdrawal right once manufacturing begins.

Before you pay, we show you your specification and price and ask you to confirm that the guitar is custom-made to that specification and cannot be returned for a change of mind, and again at Stripe Checkout. Your confirmations, and the specification you approved, are recorded with the time and the version of this policy shown to you.

2. Deposit Hold ($49) — Never Charged

When you submit your initial custom configuration, a $49 deposit is required to hold your queue spot and initiate specification review with our master luthiers. It is a hold on your card, not a charge, and it is not deducted from the final payment:

• Released on Request Before the Final Payment: You can have the hold released at any time before your final invoice is paid. If you decide not to proceed with the build during the consultation and pricing review, notify us and the hold on your card is released.
• Automatic Release: The hold is released as soon as you pay for the guitar. If the custom order details or pricing are not confirmed within 7 days, the hold automatically expires and is released without charge.

3. Production Phase — Strictly Non-Refundable

Once you review and approve the final specifications and pay the final invoice via our billing host, your order enters physical production:

• Commitment of Materials & Labor: Workshop luthiers purchase dedicated tone woods, hardware components, and commence precision hand-crafting specifically for your build.
• No Cancellations Once Paid: In accordance with Article 16(c) of Directive 2011/83/EU, once the final invoice is paid, the order cannot be cancelled, and the final payment becomes strictly non-refundable.

4. Transit Damages & Manufacturing Defects (Statutory Warranty Rights)

Every customer is fully protected by statutory warranty rights under EU Directive (EU) 2019/771 (legal guarantee of conformity) and applicable consumer protection laws:

1. Transit Damage: Inspect your package upon arrival. If your instrument is damaged during shipping, notify us within 7 days of delivery with clear photographs of the exterior packaging, shipping label, and damaged instrument. Guitars are shipped with tracking and, where we arrange it, insurance and a signature on delivery; please keep all packaging until your claim is settled, because the carrier may need to inspect it.
2. Manufacturing Defects: You retain all statutory warranty rights under Directive (EU) 2019/771 for defects in materials or craftsmanship. If you discover a manufacturing defect, contact us with a detailed description and photos.
3. Remedies: GuitarHub will coordinate directly with the responsible workshop to provide an appropriate statutory remedy, including professional repair, replacement of defective components, or refund in accordance with statutory rights.
4. Exclusions: Subjective dissatisfaction with natural wood grain patterns, organic color variations inherent in tone woods, or subjective sound character do not constitute defects and are not eligible for returns or refunds.

How to report a problem. Write to support@guitarhub.store with your order number and:

• for transit damage, within 7 days of delivery: photographs of the outer packaging, the shipping label and the damage;
• for any other defect, as soon as you notice it: a description of the problem and clear photographs, so that we can assess it with the workshop.

Reporting a problem in this way does not affect your legal rights for defects.

5. Policy Amendments

GuitarHub reserves the right to amend this refund policy. Revisions take effect upon posting with a new version number and effective date. The policy version shown to you when you tick the confirmation boxes before your deposit or your final payment is recorded with your order and applies to that transaction.

Contact Information

For questions or refund requests prior to final invoice payment, contact us at support@guitarhub.store or reach out directly to our founder at tim@guitarhub.store.