Last updated: June 2026

We take great pride in the craftsmanship of every Ormsby instrument. Because many of our products are custom-built or produced in limited runs, our returns policy includes specific conditions for different product types. Please read the following carefully before completing your purchase.

1. GENERAL RETURNS GUIDELINES

This policy applies only to items purchased directly from the Ormsby Guitars webstore, our Perth factory, or our official Reverb store. If you purchased from an international dealer or distributor, please contact them directly for returns or warranty claims.

All return requests must be initiated by emailing orders@ormsbyguitars.com

Unauthorised or unapproved returns will not be accepted.

2. CUSTOMSHOP / FACTORY CUSTOM / PERRY'S CHOICE INSTRUMENTS

These instruments are built entirely to your individual specification.

2.1 Cancellation Window

You may cancel within 7 days of placing your order for a full refund.

2.2 After 7 Days

Deposits become non-refundable. Once production has begun, the order cannot be cancelled or refunded under any circumstance.

2.3 Returns

Custom builds are not eligible for return or refund after delivery, except in cases of manufacturer defect covered under warranty.

3. GTR / GTI SERIES (LICENSED INSTRUMENTS)

3.1 Cancellation Window

You may cancel within 7 days of your order for a full refund.

3.2 After 7 Days

A $350 AUD non-refundable deposit applies. This deposit may be credited toward a future order within 12 months.

3.3 Production Run Changes

Switching production runs incurs a $50 AUD administrative fee.

3.4 Returns

GTR/GTI pre-orders cannot be returned after they ship unless defective (warranty applies).

4. RETURNS FOR IN-STOCK GUITARS

4.1 Return Window

You must request a return within 7 days of receiving the instrument.

4.2 Return Shipping Requirements

All returns must meet the following requirements:

• Shipped via a tracked, insured express courier service (DHL, FedEx, or UPS)
• Fully insured for the full purchase value
• Returned in original packaging wherever possible
• If original packaging is unavailable, equivalent protective packaging must be used

You are responsible for all return shipping costs, insurance, and any customs or import charges. Damage resulting from inadequate return packaging may be reflected in a deduction from your refund.

4.3 Fees and Costs

• A 20% restocking fee applies to all in-stock guitar returns
• Original outbound shipping charges are non-refundable
• You are responsible for all return shipping and insurance fees
• Factory modifications requested by you may incur additional deductions

4.4 Inspection

All returned instruments are inspected upon receipt at our Perth facility before any refund is issued. Our inspection covers condition against pre-dispatch photos, structural integrity, any modifications made, and packaging.

We photograph every instrument before dispatch. We encourage customers to do the same before repackaging for return.

Where an instrument is returned reflecting use beyond reasonable inspection, we reserve the right to deduct an amount reflecting the actual reduction in resale value. This is not a preset fee — it is assessed per instrument upon receipt.

4.5 Refund Processing

• Refunds processed to your original payment method within 10 business days of inspection
• Any diminished value deduction communicated before the refund is finalised
• Financial institutions may require additional processing time

If more than 15 business days have passed since approval, contact orders@ormsbyguitars.com

5. B-STOCK ITEMS

B-stock instruments are sold "as is" at a discounted price in acknowledgement of disclosed minor defects. They are not eligible for standard warranty, free repairs, returns, or refunds. Optional repair services may be available at additional cost.

6. NON-RETURNABLE ITEMS

The following items are not eligible for return or refund:

• CustomShop or any made-to-order instrument
• GTR/GTI pre-orders once production begins
• B-stock items
• Used instruments (unless stated otherwise at purchase)
• Accessories, merchandise, clothing, or media
• Gift cards
• Items showing wear, misuse, modification, or damage not present at delivery
• Items returned without prior approval

7. SHIPPING DAMAGE

All instruments ship fully insured. If your guitar arrives damaged, notify us within 7 days of delivery with photos of the outer packaging, inner packaging, and the damage itself. We will assist in filing an insurance claim and determining next steps.

Shipping damage is the responsibility of the carrier. Ormsby Guitars cannot guarantee outcomes of carrier or insurance claims.

8. WARRANTY CLAIMS VS. RETURNS

Returns and warranty claims are separate processes.

Warranty covers:

• Manufacturing defects
• Hardware failures
• Workmanship issues

Warranty does not cover:

• Normal wear and tear
• Setup preferences
• Humidity or temperature damage
• User modifications
• Accidental damage

For warranty issues contact guitars@ormsbyguitars.com and do not attempt repairs yourself, as this may void your warranty.

9. INTERNATIONAL TAXES, DUTIES AND FEES

Ormsby Guitars dispatches from Australia. For international customers purchasing directly, VAT, import duties, customs and brokerage fees, and any other border charges are not refundable and remain your responsibility.

10. CONTACT INFORMATION

Orders: orders@ormsbyguitars.com

General: guitars@ormsbyguitars.com

Location: Perth, Western Australia

11. ADDITIONAL RIGHTS FOR EU CUSTOMERS

If you are a consumer located in the European Union, the following additional rights apply under EU Directive 2023/2673. Where these rights exceed our standard policy, your EU rights take precedence.

11.1 Right of Withdrawal

EU consumers have the right to withdraw from most online purchases within 14 days of delivery without giving a reason. This is known as the cooling-off period.

11.2 Which Products Are Covered

In-stock production guitars — Yes, 14 days from delivery

GTR/GTI standard production instruments — Yes, 14 days from delivery

CustomShop / Factory Custom / Perry's Choice — No, exempt as made-to-specification goods

B-stock items (disclosed defects) — No, exempt in respect of disclosed defects

Accessories, merchandise, gift cards — No

11.3 How to Exercise Your Right

Use the withdrawal function on your order account page, or contact guitars@ormsbyguitars.com with your name and order reference. You will receive written confirmation promptly.

11.4 Return Shipping

Return shipping costs, insurance, and any customs charges incurred returning the instrument to Australia are your responsibility. All EU withdrawal returns must be shipped via a tracked, insured express courier (DHL, FedEx, or UPS). Surface mail and sea freight are not accepted.

Returns sent via non-approved services will not trigger the refund period until the instrument is physically received at our Perth facility. Proof of postage alone does not start the refund clock.

11.5 Restocking Fee

The standard 20% restocking fee does not apply to returns made within the 14-day statutory withdrawal period.

11.6 Inspection and Diminished Value

We are entitled to withhold your refund until we have received and inspected the returned instrument. Where it is returned in a condition reflecting handling beyond what is reasonably necessary to inspect it, we may deduct an amount reflecting the actual reduction in resale value. This is assessed per instrument and is not a preset fee.

11.7 Refund Timing

The 14-day refund period begins upon physical receipt at our Perth facility via an approved carrier. Refunds will be processed within 14 days of receipt and inspection.

11.8 Setup Services

Setup services performed at your request prior to dispatch (for example, string height or tuning configuration) are non-refundable. They do not affect your right to withdraw from the purchase of the instrument itself.

11.9 Outbound Shipping

Original outbound shipping charges are non-refundable.