Return & Refund Policy

EGA Guitars Return & Refund Policy

Last Updated: September 9, 2026

At EGA Guitars LLC (“EGA Guitars,” “EGA,” “we,” “us,” or “our”), we want customers to be confident in their purchases. Because many products sold by EGA Guitars are individually photographed musical instruments-including new, used, vintage, open-box, B-stock, and professionally refurbished instruments-return eligibility depends on the type of product purchased, the reason for the return, the condition of the product, and the terms below.

This Return & Refund Policy applies to purchases made through EGAGuitars.com or an EGA Guitars-operated marketplace or sales channel, except where an applicable marketplace rule or applicable law requires otherwise.

1. Order Cancellation

Orders may be cancelled before fulfillment, packaging, or shipping has begun.

If you need to change or cancel an order, contact EGA Guitars as soon as possible.

Once an order has entered the fulfillment or packaging process, EGA Guitars may be unable to cancel it. Once an order has been prepared for shipment, tendered to a carrier, or shipped, any request to return the product will be governed by this Return & Refund Policy.

A cancellation request is not considered accepted until confirmed by EGA Guitars.

2. New Items

Unless otherwise stated in the product listing, most eligible new products may be returned within 30 days of delivery.

Approved discretionary or preference returns are subject to a 15% restocking fee, unless EGA Guitars expressly waives the fee.

Returned products must be in substantially the same condition in which they were delivered and must include all applicable:

  • Original manufacturer packaging
  • Accessories
  • Manuals and documentation
  • Cases or gig bags
  • Cables
  • Tools
  • Tags
  • Certificates
  • Promotional items
  • Other materials originally included with the product

Products returned damaged, incomplete, altered, excessively worn, or otherwise materially different from the condition in which they were delivered may be subject to additional deductions or may be ineligible for a discretionary return.

After the applicable 30-day return period expires, the product is no longer eligible for a discretionary return under this policy. An applicable EGA Guitars or manufacturer warranty may still apply.

3. Used, Vintage, Open-Box, B-Stock, and Refurbished Items

Unless otherwise stated in the applicable listing, eligible used, vintage, open-box, B-stock, and professionally refurbished products may be returned within 7 days of delivery.

Approved discretionary or preference returns are subject to a 15% restocking fee.

The product must be returned in substantially the same condition in which it was delivered and with all accessories, documentation, cases, gig bags, packaging, or other materials originally included, where applicable.

Any damage, modification, excessive wear, missing components, missing accessories, or other material change occurring after delivery may result in additional deductions or denial of a discretionary return.

4. Negotiated Offers Are Final Sale

Purchases completed pursuant to a negotiated offer are final sale and are not eligible for discretionary or preference return.

This includes accepted offers, counteroffers, individually negotiated pricing, special price agreements, or other transactions in which EGA Guitars agreed to a specially negotiated purchase price.

This restriction does not eliminate rights or remedies that cannot legally be waived, including applicable remedies for a verified EGA Guitars shipping error or a product that is materially not as represented.

5. Preference and Discretionary Returns

A “Preference Return” or “Discretionary Return” includes a return requested because the customer:

  • Changed their mind
  • No longer wants the product
  • Purchased the wrong product
  • Does not prefer the tone
  • Does not prefer the weight
  • Does not prefer the neck profile or feel
  • Does not prefer the appearance
  • Does not prefer the setup, action, or playability
  • Determines that the product does not meet their personal needs
  • Finds another product they prefer
  • Experiences buyer's remorse
  • Otherwise wishes to return the product for a reason unrelated to a qualifying defect or EGA Guitars error

Preference and discretionary returns are subject to the applicable return window, 15% restocking fee, outbound shipping deduction, return-shipping responsibility, and other applicable requirements of this policy.

6. Original and Outbound Shipping Charges

For preference and other discretionary returns, EGA Guitars' actual outbound shipping cost is non-refundable and may be deducted from the refund.

This applies even when the customer originally received:

  • Free shipping
  • Discounted shipping
  • Flat-rate shipping
  • Promotional shipping

EGA Guitars' actual shipping cost may be greater than the shipping amount originally charged to the customer.

Applicable shipping costs may include carrier transportation charges, expedited shipping charges, residential or delivery-area surcharges, oversize fees, signature charges, insurance, and other carrier charges associated with the original shipment.

Customer-paid shipping charges, including Standard Shipping, expedited shipping, and Alaska or Hawaii shipping charges, are generally non-refundable on preference or discretionary returns. This includes, where applicable, the $5.99 Standard Shipping charge, $19.99 expedited or Alaska/Hawaii accessory shipping charge, and $65 expedited or Alaska/Hawaii guitar and bass shipping charge. EGA Guitars may also deduct its actual outbound shipping cost where permitted under this policy, even if that amount differs from the shipping charge originally paid by the customer.

Outbound shipping charges will not ordinarily be deducted where EGA Guitars determines that the return resulted from a verified EGA Guitars shipping error, qualifying shipping damage, or another material discrepancy for which EGA Guitars is responsible.

7. Return Shipping

Unless EGA Guitars determines otherwise, the customer is responsible for return shipping costs on preference and discretionary returns.

All returns require prior authorization from EGA Guitars.

If EGA Guitars provides a prepaid return label for a discretionary return, the cost of that label may be deducted from the customer's refund.

If the customer purchases their own return shipping:

The shipment must use a trackable shipping service.

EGA Guitars strongly recommends purchasing adequate shipping insurance for the value of the returned merchandise.

Customers should retain the tracking number and proof of shipment until the return has been inspected and completed.

EGA Guitars is not responsible for a customer-arranged return shipment that is lost, misdirected, or damaged before delivery to EGA Guitars, except as otherwise required by applicable law.

8. Return Merchandise Authorization Required

All returns require a Return Merchandise Authorization (“RMA”) from EGA Guitars before shipment.

To request a return, contact:

support@egaguitars.com

Please provide your:

  • Order number
  • Name
  • Product
  • Reason for return
  • Description of any alleged damage, defect, or discrepancy
  • Photographs or video when requested

After reviewing the request, EGA Guitars will provide applicable return instructions.

Do not send merchandise to EGA Guitars without authorization.

EGA Guitars is not responsible for unauthorized returns, merchandise shipped to an incorrect location, or shipments for which the customer failed to follow return instructions.

9. Product Condition, Photographs, and Listing Disclosures

EGA Guitars makes reasonable efforts to accurately represent the products it sells.

For individually photographed products, including new, used, vintage, open-box, B-stock, and refurbished instruments, the:

  • Product photographs
  • Written description
  • Condition statement
  • Damage disclosures
  • Repair disclosures
  • Listing notes
  • Other product-specific information

collectively form the condition disclosure for that specific product.

Customers should carefully review all photographs and product information before purchasing.

Minor cosmetic characteristics, blemishes, wear, repairs, finish conditions, or other characteristics that are clearly visible in the photographs or otherwise disclosed before purchase are considered part of the disclosed condition of the product.

A condition that was disclosed or reasonably visible before purchase is not considered an undisclosed defect merely because it was not separately described in every portion of the written listing.

Nothing in this section permits EGA Guitars to materially misrepresent a product.

10. Used and Professionally Refurbished Instruments

Many instruments sold by EGA Guitars may be used, customer returns, manufacturer returns, open-box, B-stock, or professionally refurbished instruments.

Such instruments may exhibit:

  • Cosmetic wear
  • Blemishes
  • Previous repairs
  • Replacement components
  • Finish imperfections
  • Evidence of prior use
  • Authorized refurbishment markings
  • Other characteristics consistent with the disclosed condition

Certain professionally refurbished instruments may have been processed through MIRC or another authorized refurbishment provider.

Such instruments may contain:

  • A “USED” stamp
  • A replacement or reassigned serial number
  • A refurbishment label
  • Modification or replacement of the original manufacturer's serial designation
  • Other authorized refurbishment markings or identification

These authorized markings are not, by themselves, defects.

Eligible instruments may also be covered by the separate EGA Guitars 1-Year Limited Warranty, regardless of whether an original manufacturer warranty applies.

11. Serial Number and Product Verification

All returned serialized merchandise is subject to verification.

The serial number, EGA identification number, or other identifying information of the product returned must match the product originally sold and shipped by EGA Guitars.

EGA Guitars may compare the returned product against:

  • Original inventory records
  • Serial-number records
  • Order records
  • Product photographs
  • Listing photographs
  • Refurbishment identifiers
  • Shipping records
  • Other identifying information

Returning a substituted product, different serial number, different component, or merchandise other than the product originally purchased may result in denial of the return and may be treated as suspected return fraud.

Authorized MIRC or refurbishment serial numbers and markings applied before sale are not considered serial-number alteration by the customer.

12. Customer-Requested Services, Setups, and Modifications

Products that have been altered, customized, modified, or specially serviced at the customer's request may be ineligible for discretionary return or may be subject to additional deductions.

This may include customer-requested:

  • String-gauge changes
  • Specialized setups
  • Pickup installation
  • Electronics modifications
  • Hardware installation
  • Component replacement
  • Fret work
  • Nut work
  • Drilling or routing
  • Other paid or specially requested bench work
  • Other customization or modification

EGA Guitars may deduct amounts reasonably attributable to labor, materials, loss in value, replacement parts, or work required to return the product to its prior condition.

If a requested modification cannot reasonably be reversed without materially affecting the product, EGA Guitars may designate the transaction as final sale before performing the requested work.

This section does not limit remedies available for a verified defect or EGA Guitars error unrelated to the requested work.

13. Shipping Damage

Customers should inspect all shipments promptly after delivery.

Shipping damage must be reported to EGA Guitars within 24 hours of delivery whenever reasonably possible.

Prompt notice is important because EGA Guitars may need to preserve evidence and comply with carrier claim requirements.

Customers reporting shipping damage may be required to provide:

  • Photographs of the exterior shipping carton
  • Photographs of all sides of the carton
  • Photographs of shipping labels
  • Photographs of internal packaging
  • Photographs of the damaged product
  • Video
  • Other reasonable documentation

Do not discard the shipping carton, packing materials, or damaged packaging while a shipping-damage claim is being evaluated.

EGA Guitars will evaluate shipping-damage claims individually and may determine the appropriate resolution, including repair, replacement, return, refund, or another reasonable remedy.

Nothing in this section limits a right that cannot legally be waived.

14. Wrong Item or Materially Not as Represented

If you believe EGA Guitars shipped the wrong product or that the product materially differs from the product or condition represented in the listing, contact EGA Guitars promptly.

Do not return the product or authorize third-party repairs before contacting us.

EGA Guitars may request photographs, video, serial-number information, packaging photographs, or other reasonable information necessary to evaluate the claim.

These claims are evaluated individually considering the complete product listing, photographs, written description, condition disclosures, transaction records, and other relevant information.

If EGA Guitars confirms that the wrong product was shipped or that a material discrepancy for which EGA Guitars is responsible exists, EGA Guitars will determine an appropriate remedy consistent with applicable law.

A discretionary 15% restocking fee will not be imposed solely because of a verified EGA Guitars error.

15. Condition of Returned Merchandise

Returned merchandise must be in substantially the same condition in which it was delivered.

The customer is responsible for protecting the merchandise while it is in their possession and during customer-arranged return transportation.

Returned merchandise may be subject to deductions, additional charges, or denial of a discretionary return if returned with:

  • New scratches, dents, dings, or finish damage
  • Broken components
  • Missing components
  • Missing accessories
  • Missing documentation
  • Missing cases or gig bags
  • Missing manufacturer packaging
  • Changed or replaced hardware
  • Modified electronics
  • Unauthorized modifications
  • Excessive wear
  • Smoke or odor contamination
  • Moisture or environmental damage
  • Shipping damage caused by inadequate packaging
  • Other material changes from its delivered condition

Where permitted by applicable law, EGA Guitars may deduct amounts reasonably reflecting the reduction in value, repair cost, replacement cost, missing components, additional handling, or other losses caused by the changed condition.

16. Original Packaging and Return Packaging

Customers should retain original packaging until the applicable return period has expired.

For discretionary returns, original manufacturer packaging, protective materials, and included packaging should be returned when originally provided.

If EGA Guitars shipped an item double-boxed, the customer must return it double-boxed or use equivalent protective packaging unless EGA Guitars provides different instructions.

Customers must not:

  • Ship an instrument loose inside an oversized carton
  • Allow the instrument or case to move freely inside the shipping carton
  • Use inadequate padding or protection
  • Attach shipping labels directly to a manufacturer product box, instrument case, or gig bag unless specifically instructed
  • Package the product in a manner that creates an unreasonable risk of shipping damage

Products returned without required packaging may be denied for discretionary return or subject to deductions where missing packaging reduces the value of the product or increases the risk or cost of return.

This requirement does not automatically eliminate otherwise applicable remedies for a verified EGA Guitars error or qualifying shipping-damage claim.

17. Items Not Eligible for Discretionary Return

Unless otherwise required by applicable law or expressly approved by EGA Guitars, the following are final sale or not eligible for discretionary return:

  • Software
  • Software licenses
  • Plugins
  • Digital downloads
  • Digital products
  • Activation or authorization codes
  • Downloadable content
  • Gift cards, except where required by law
  • Special-order products
  • Custom-order products
  • Personalized products
  • Products materially modified at the customer's request
  • Products expressly marked “Final Sale”
  • Clearance or closeout products expressly designated “Final Sale”
  • Products sold “As-Is”
  • Products sold “For Parts”
  • Products sold under another express no-return designation
  • Negotiated-offer purchases described in Section 4
  • Opened or used products that cannot reasonably be resold for health or hygiene reasons, including applicable in-ear monitors, earphones, mouthpieces, harmonicas, and similar personal-use products

Additional product-specific restrictions may be disclosed before purchase.

18. Refused, Undeliverable, and Returned-to-Sender Shipments

Customers are responsible for providing a complete and accurate shipping address.

If an order is:

  • Refused
  • Unclaimed
  • Undeliverable because of an incorrect or incomplete customer-provided address
  • Returned to sender
  • Unable to be delivered because of circumstances attributable to the recipient

EGA Guitars may deduct actual outbound shipping, return shipping, carrier fees, rerouting charges, and other applicable transportation costs from any refund.

If the customer requests that the order be shipped again, additional shipping charges may apply.

19. Return Inspection

Receipt of returned merchandise does not, by itself, constitute acceptance of the return or approval of a refund.

All returned merchandise may be inspected before the return is finalized.

EGA Guitars may verify and evaluate:

  • Serial number or identifying information
  • Physical condition
  • Listing photographs
  • Original disclosed condition
  • Missing components
  • Accessories
  • Packaging
  • Signs of use
  • New damage
  • Modifications
  • Environmental damage
  • Shipping damage
  • Reason for return
  • Other reasonably relevant circumstances

Refund eligibility and applicable deductions will be determined after inspection.

20. Refund Amount

Subject to this policy, an approved discretionary refund may be reduced by applicable amounts including:

  • 15% restocking fee
  • Actual original outbound shipping cost
  • Prepaid return-label cost
  • Missing component or accessory value
  • Repair or restoration costs attributable to post-delivery damage
  • Loss in value caused by changed condition
  • Packaging replacement costs
  • Applicable carrier charges
  • Customer-requested labor or customization costs
  • Other deductions permitted under this policy and applicable law

EGA Guitars will evaluate applicable deductions based on the circumstances of the individual return.

21. Refund Method and Processing

Approved refunds will generally be issued to the original payment method whenever reasonably possible.

EGA Guitars will initiate the refund after the return has been received, inspected, and approved.

The time required for the funds to appear after processing depends upon the customer's:

  • Bank
  • Credit-card issuer
  • Payment provider
  • Financing provider
  • Marketplace
  • Other financial institution

EGA Guitars does not control processing or posting times imposed by third parties.

Marketplace purchases may also be subject to the marketplace's refund processing procedures.

22. Exchanges, Repairs, and Alternative Resolutions

Depending on the circumstances, EGA Guitars may offer an exchange, replacement, repair, store credit, refund, or another appropriate resolution.

Customers may request a preferred resolution; however, except where otherwise required by applicable law, EGA Guitars will determine the appropriate resolution based upon the circumstances of the transaction and this policy.

Relevant considerations may include:

  • Product condition
  • Nature of the issue
  • Product availability
  • Replacement inventory
  • Cost and feasibility of repair
  • Shipping costs
  • Purchase price
  • Listing disclosures
  • Customer use or modification
  • Other reasonably relevant circumstances

23. Return Policy and 1-Year Limited Warranty Are Separate

The EGA Guitars Return & Refund Policy and the EGA Guitars 1-Year Limited Warranty provide different protections and should not be confused.

The Return & Refund Policy governs whether a customer may return a product within its applicable return period.

The EGA Guitars 1-Year Limited Warranty governs qualifying covered defects in eligible instruments during the applicable warranty period.

The existence of the 1-Year Limited Warranty does not extend the 7-day or 30-day return period.

An eligible instrument that develops a qualifying covered defect after its return period expires may qualify for warranty repair, but does not thereby become eligible for a discretionary return or refund.

Likewise, expiration of the applicable return period does not terminate an otherwise valid warranty claim.

24. Manufacturer Warranties

Certain products sold by EGA Guitars may also be covered by a manufacturer's warranty.

Manufacturer warranty eligibility, duration, exclusions, procedures, and remedies are determined by the applicable manufacturer.

Products that are not covered by the EGA Guitars 1-Year Limited Instrument Warranty—including many keyboards, amplifiers, pedals, electronics, recording products, software, and accessories—may instead be eligible for applicable manufacturer warranty coverage.

Where appropriate, EGA Guitars may assist a customer in identifying the applicable manufacturer warranty process.

25. Marketplace Purchases

Products purchased through an EGA Guitars-operated marketplace account are subject to this policy to the extent permitted by the applicable marketplace.

Where a marketplace imposes mandatory return, refund, shipping, or dispute requirements that conflict with this policy, the marketplace's mandatory requirements may control that transaction.

An accommodation or requirement applicable to a transaction on one marketplace does not modify EGA Guitars' policy for purchases made through EGAGuitars.com or another sales channel.

26. Case-by-Case Evaluation

Return requests, product-condition disputes, shipping issues, alleged defects, and other return-related matters are evaluated individually on a case-by-case basis.

EGA Guitars may consider:

  • The product purchased
  • Product condition
  • Original listing
  • Listing photographs
  • Condition and repair disclosures
  • Serial-number records
  • Order records
  • Reason for return
  • Time elapsed since delivery
  • Customer communications
  • Shipping records
  • Product condition upon return
  • Evidence of wear, damage, or modification
  • Packaging
  • Marketplace requirements
  • Other reasonably relevant circumstances

EGA Guitars retains discretion to determine, based upon its reasonable evaluation and the terms of this policy, whether the requirements for a return or refund have been satisfied and what resolution is appropriate.

The existence of a customer complaint or requested return does not, by itself, establish entitlement to a particular refund, exchange, replacement, repair, shipping accommodation, or other remedy.

Nothing in this section permits EGA Guitars to deny a right or remedy that cannot lawfully be excluded or limited.

27. Customer-Service Accommodations and Exceptions

EGA Guitars may, at its discretion, provide assistance beyond what is required by this Return & Refund Policy.

For example, EGA Guitars may voluntarily:

  • Waive a restocking fee
  • Provide a prepaid shipping label
  • Pay or absorb shipping costs
  • Accept an otherwise restricted discretionary return
  • Extend a return accommodation
  • Provide store credit
  • Provide a repair
  • Offer an exchange or replacement
  • Provide another customer-service accommodation

Any such accommodation is voluntary and based upon the circumstances of the individual transaction.

An exception or accommodation provided in one transaction does not modify this policy, waive EGA Guitars' right to enforce this policy, establish precedent, or create an obligation to provide the same or a similar accommodation in another transaction.

28. Abuse of the Return Process

EGA Guitars reserves the right, to the extent permitted by applicable law, to restrict discretionary return privileges, refuse future transactions, or take other appropriate action where there is evidence of return-process abuse or fraud.

Examples may include:

  • Returning a different product
  • Product or component switching
  • Serial-number manipulation
  • Intentional misrepresentation of product condition
  • Intentional product damage
  • Fraudulent shipping-damage claims
  • Fraudulent “not as described” claims
  • Returning missing or substituted components
  • Repeated abusive return activity
  • Chargeback or payment-dispute abuse
  • Other fraudulent or deceptive conduct

This section does not restrict legitimate consumer claims or rights that cannot lawfully be limited.

29. Legal Rights

Nothing in this Return & Refund Policy is intended to waive, eliminate, or restrict a consumer right or remedy that cannot legally be waived or restricted.

Consumer rights may vary by state or jurisdiction.

Where applicable law provides rights greater than those stated in this policy, applicable law controls.

Contact EGA Guitars

To request a return, report a shipping issue, or ask a question regarding this policy, contact:

EGA Guitars LLC
support@egaguitars.com

Please include your order number and a description of the reason for contacting us.