Refund policy
Rumi Guitars Buy With Confidence
Every guitar receives careful attention before, during, and after your purchase. Our goal is to help you choose the right instrument and enjoy it with complete confidence.
Professional Setup Before Shipping
Each guitar is professionally prepared and checked for comfortable playability before it leaves our care.
Individually Inspected
Every instrument is individually inspected by our technicians for condition, workmanship, setup, and presentation.
Climate-Controlled Storage
Our guitars are stored in a carefully maintained environment to help protect the wood, finish, and structural stability.
Secure, Insured Shipping
Instruments are carefully packaged and shipped with appropriate protection and insurance.
48-Hour Home Approval
Eligible new guitars include a 48-hour Home Approval Period beginning when the carrier confirms delivery.
Expert Support
Receive knowledgeable assistance before and after your purchase, including specifications, measurements, videos, and sound samples.
Complimentary Setup Advice
After delivery, we are available to provide complimentary guidance about action, strings, humidity, care, and setup preferences.
Return & Home Approval Policy
Every guitar offered by Rumi Guitars is individually inspected, professionally set up, and carefully packaged before shipment. We stand behind the instruments we sell and want every customer to purchase with confidence.
Home Approval for Eligible New Guitars
Eligible new guitars purchased directly from Rumi Guitars include a 48-hour Home Approval Period beginning when the shipping carrier confirms delivery.
1 48-Hour Home Approval
We understand that selecting a fine handcrafted guitar online is different from playing an instrument in person. The tone, feel, response, neck profile, balance, and overall connection with a guitar are personal to each musician.
For this reason, eligible new guitars purchased directly from Rumi Guitars include a 48-hour Home Approval Period. The approval period begins at the date and time the shipping carrier marks the package as delivered.
When an eligible guitar is not the right fit, the purchaser must contact Rumi Guitars within the 48-hour approval period and request a Return Authorization.
2 Eligible Returns
To qualify for return review and a possible refund:
- Notify Rumi Guitars within 48 hours after carrier-confirmed delivery.
- Obtain a Return Authorization before shipping the instrument.
- Ship the guitar within three business days after receiving return authorization.
- Return the guitar in its original, unmodified, and resalable condition.
- Include the original case, accessories, tools, paperwork, certificates, tags, and packaging.
- Follow all return packing, insurance, and shipping instructions provided by Rumi Guitars.
Returned instruments must be free from scratches, dents, cracks, modifications, odors, smoke exposure, excessive playing wear, accidental damage, and signs of improper handling or storage.
3 Refunds
Every returned guitar is inspected after it is received. When the instrument and included materials satisfy the return requirements, an approved refund will be issued to the original payment method. All the shipping charges will be paid by the buyer.
The following costs are generally non-refundable:
- Original shipping and handling charges
- Return shipping charges
- Shipping insurance and related carrier fees
- Customs duties, taxes, brokerage charges, and import fees
- Payment processing fees when permitted by applicable law
- Costs related to missing accessories or damaged packaging
Approved refunds are typically processed within 5–10 business days after the guitar is received, inspected, and approved. Financial institutions may require additional time to post the credit to the purchaser's account.
4 Guitar Exchanges
When another instrument may better suit the purchaser's playing style, musical goals, tonal preferences, or physical requirements, Rumi Guitars will be pleased to assist.
Within 30 days of the original purchase, an eligible guitar may be considered for exchange toward another in-stock guitar of equal or greater value. All exchanges are subject to instrument inspection, condition, inventory availability, and written approval.
The purchaser is responsible for applicable shipping, insurance, and any difference in price between the original instrument and the replacement instrument.
5 Custom and Special-Order Instruments
Custom guitars and special-order instruments are commissioned, selected, modified, or built specifically for an individual purchaser. These transactions require specialized materials, production time, and commitments to the builder or supplier.
The following purchases are therefore generally non-refundable and final sale:
- Custom-built guitars
- Special-order instruments
- Personalized or engraved guitars
- Modified instruments
- Non-standard scale lengths, neck dimensions, finishes, or woods
- Items obtained specifically at the purchaser's request
Deposits become non-refundable once production, sourcing, customization, or modification has begun.
6 Used, Vintage, Consignment, and Clearance Guitars
Used, vintage, consignment, demonstration, closeout, and clearance instruments are unique and may show age-related characteristics, previous repairs, finish checking, playing wear, or other disclosed conditions.
These instruments are generally considered final sale unless different return terms are provided in writing by Rumi Guitars before purchase.
7 Shipping Damage
When a package appears damaged or an instrument is damaged during transportation, contact Rumi Guitars within 24 hours of delivery.
Please complete the following steps:
- Photograph the unopened shipping box from multiple angles.
- Photograph all visible dents, tears, punctures, moisture, or crushed areas.
- Photograph the interior packing materials and guitar case.
- Photograph the instrument and any visible damage.
- Keep the original box, case, wrapping, padding, labels, and packing materials.
- Do not repair, modify, play, or return the guitar until instructions are provided.
8 Manufacturer Warranty
Manufacturer warranties, when included with an instrument, are provided and administered by the applicable manufacturer or builder. Warranty duration, coverage, exclusions, and service requirements vary by brand.
Rumi Guitars will gladly assist customers with warranty communication and service coordination whenever reasonably possible. Final warranty decisions remain the responsibility of the manufacturer or builder.
9 International Orders
Due to international transportation costs, customs regulations, import duties, taxes, brokerage charges, documentation requirements, and restrictions affecting the international movement of certain woods and materials, international purchases are generally final sale.
An exception may be considered when the incorrect instrument was shipped or when an instrument arrives with verified shipping damage. The purchaser must notify Rumi Guitars promptly and follow all documentation and claim instructions.
Import duties, taxes, customs charges, brokerage fees, and other destination-country expenses are the purchaser's responsibility unless otherwise agreed in writing.
10 How to Request a Return Authorization
Contact Rumi Guitars during the applicable approval period and include:
- Your full name and order number
- The guitar manufacturer, model, and serial number
- The date and time the package was delivered
- A brief explanation of the return request
- Clear photographs when damage or a condition issue is involved
Rumi Guitars will provide return instructions when the request is approved. Do not ship an instrument to Rumi Guitars without written authorization.
Return Policy Questions
When does the 48-hour Home Approval Period begin?The approval period begins when the shipping carrier marks the guitar as delivered. The return request must be submitted to Rumi Guitars within 48 hours of that recorded delivery.
Yes. The instrument may be evaluated carefully in a clean, smoke-free environment. It must be protected from scratches, excessive playing wear, humidity extremes, odors, accidental damage, and modifications.
The purchaser is generally responsible for return shipping and insurance unless the incorrect guitar was shipped or a verified shipping-damage claim applies.
Original shipping, insurance, handling, customs, and payment processing costs are generally non-refundable, subject to applicable law and the specific circumstances of the transaction.
Custom, personalized, modified, and special-order guitars are generally non-refundable because they are built, selected, sourced, or altered for an individual purchaser.
Photograph the unopened box, damaged areas, packing materials, case, and guitar. Contact Rumi Guitars within 24 hours and retain all original packaging until the shipping claim is completed.
Questions Before Purchasing?
We are happy to provide additional photographs, videos, measurements, sound samples, setup information, and expert guidance before your purchase. Our goal is to help you select a guitar you will enjoy for many years.
Contact Rumi GuitarsLast updated: August 29, 2026