Refund policy

Return Policy

Overview

At Timber & Tide Luthier, we want you to be satisfied with your purchase. Most items may be returned within 14 days of delivery for a refund, subject to the conditions outlined below.

To be eligible for a return, items must:

Returns must be made within the applicable return period.
Be in the same condition in which they were received.
Include all original packaging, accessories, and components.
Not show signs of use, modification, installation, or damage unless otherwise stated.

Please contact us before returning any item so we can provide return instructions.

Return Shipping and Refunds

Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.

Original shipping charges are non-refundable. If a refund is approved, the actual outbound shipping cost paid by Timber & Tide Luthier may be deducted from the refund amount, including orders that qualified for promotional or free shipping.

If multiple items were shipped together and you keep at least one item from the order, outbound shipping costs generally will not be deducted from the refund.

For exchanges, customers are responsible for the shipping costs for the replacement item unless the exchange is due to our error.

Refunds will be issued to the original payment method after the returned item has been received and inspected.

Packaging Requirements for Returns

You may use the shipping carrier of your choice when returning an item. We recommend using a trackable shipping service with insurance appropriate to the item's value.

Please package returned items securely to prevent damage during transit. Items that arrive damaged due to insufficient packaging may not qualify for a full refund.

Pickguard Return Policy

The following terms apply specifically to pickguards and supersede the general return policy where applicable.

Pickguards with Free Mount Installation

If a pickguard was purchased with the Free Mount installation option and has been mounted, the installation service fee of $5 is non-refundable.

All other applicable refund and return requirements remain in effect.

Pickguards with 3M Backing

To request a return, please provide photos of the front and back of the pickguard.

To qualify for a full refund:

The protective 3M backing must remain intact.
The backing must not have been removed, altered, or reapplied.
The pickguard must be unused and undamaged.

If the 3M backing has been removed, the item will be considered used. Provided the pickguard remains functional and undamaged, a partial refund of up to 50% of the purchase price may be issued at our discretion.

Before shipping a return, please contact us and provide photos so we can verify the item's condition and provide return instructions.

For protection during transit, please package pickguards securely using rigid support materials. Envelopes, including padded envelopes, may not provide adequate protection.

Accessories Return Policy

Accessories may be returned within 14 days of delivery if they meet the general return eligibility requirements.

Please package accessories securely using appropriate padding and protective materials. Customers are responsible for ensuring returned items are adequately protected during shipment.

Items that arrive damaged due to insufficient packaging may receive a reduced refund or not qualify for a refund.

Original shipping charges are non-refundable. Any applicable outbound shipping costs may be deducted from the refund amount.

Instrument Return Policy

Due to the nature and cost of musical instruments, the following additional requirements apply.

Return Request Deadline

You must contact us within 5 days of delivery to notify us that you wish to return an instrument.

The instrument must then be shipped back within the overall 14-day return period, measured from the delivery date.

How to Request a Return

Email sales@TTLuthier.com with the subject line:

Return Request

Please include:

Your order number
The reason for the return
Photos of the front, back, top, bottom, and sides.
Photos of the original packaging and shipping box

Return Condition Requirements

Returned instruments must:

Be in the same condition as received
Show no signs of misuse, modification, or damage
Include all original packaging, accessories, documentation, and case (if applicable)

Clearance and Discounted Items

Items marked as Clearance, Final Sale, or discounted by more than 20% off the original retail price are not eligible for return or refund unless required by law, or the item arrives defective or damaged.

Insurance

We strongly recommend purchasing shipping insurance for instrument returns. Customers are responsible for any loss or damage that occurs during return transit until the item is received by Timber & Tide Luthier.

Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or incorrect, please contact us within 5 days of delivery. We may request photographs and additional information to help resolve the issue.

If the issue is confirmed, we will work with you to provide an appropriate remedy, which may include a replacement, an exchange, a return shipping label, or a refund.