ORMSBY GUITARS — RETURNS & REFUNDS POLICY
Last Updated: 10 September 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 / AUSTRALIAN PRODUCTION
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.
(This category is exempt from the EU 14-day withdrawal right described in Section 11, as goods made to a consumer's specification. See Section 11.2.)
3. GTR / GTI SERIES / ART SERIES GTR & PRE-SALE DEPOSITS
3.1 Cancellation Window
You may cancel within 7 days of your order for a full refund.
3.2 After 7 Days
Non-refundable deposit applies. This deposit may be credited toward a future order within 12 months.
If you are an EU consumer, this deposit is fully refundable if you cancel within the statutory withdrawal period described in Section 11 — see Section 11.2.
3.3 Production Run Changes
Switching production run can incurs a $50 AUD administrative fee.
3.4 Returns
GTR/GTI pre-orders cannot be returned after they ship unless defective (warranty applies), except as set out for EU consumers in Section 11.
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 incurred in returning the instrument to our Perth facility. 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 costs and insurance fees
- Factory modifications requested by you (for example, pickup swaps or special setup) 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 assessment against pre-dispatch photographic records
- Structural check for any damage incurred during return transit or customer handling
- Playability and setup check to identify any modifications or alterations
- Packaging assessment
Where an instrument is returned in a condition reflecting use beyond reasonable inspection, we reserve the right to deduct an amount from the refund reflecting the actual reduction in resale value. This is not a preset fee — it is assessed on the specific instrument upon receipt based on its actual resale impact.
4.5 Refund Processing
Once the instrument has been received and inspected at our Perth facility:
- Refunds will be processed to your original payment method within 10 business days
- Any deduction for diminished value will be communicated before the refund is finalised
- Financial institutions may require additional processing time
If more than 15 business days have passed since refund approval, contact us at orders@ormsbyguitars.com.
(EU consumers: see Section 11.7 for the statutory refund timeline, which takes precedence.)
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 or free repairs.
(EU consumers retain the standard 14-day withdrawal right on B-stock instruments — disclosed cosmetic defects do not remove this statutory right. See Section 11.2.)
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, subject to Section 11 for EU consumers
- Used instruments (unless stated otherwise at purchase)
- Gift cards
- Items showing wear, misuse, modification, or damage not present at delivery
- Items returned without prior approval
Accessories, merchandise, clothing, and media may be returned within 14 days of delivery if unused, unopened where sealed for hygiene reasons, and in original condition. EU consumers have a statutory right to return these items within 14 days regardless — see Section 11.2.
7. SHIPPING DAMAGE
All instruments ship fully insured. If your guitar arrives damaged, notify us within 7 days of delivery with:
- Photos of the outside packaging
- Photos of internal packaging
- Photos of the damage
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 are different from warranty claims.
Warranty claims address:
- Manufacturing defects
- Hardware failures
- Workmanship issues
Warranty does not cover:
- Normal wear and tear
- Setup preferences
- Humidity or temperature damage
- User modifications
- Accidental damage
If you believe your guitar has a warranty-covered issue, contact: 📧 guitars@ormsbyguitars.com
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, the following are not refundable and remain your responsibility:
- VAT
- Import duties
- Customs and brokerage fees
- Any other border charges
10. CONTACT INFORMATION
For all return, refund, and warranty inquiries:
orders@ormsbyguitars.com
guitars@ormsbyguitars.com
Perth, Western Australia
11. ADDITIONAL RIGHTS FOR EU CUSTOMERS
If you are a consumer located in the European Union, the following additional rights apply to your purchase under Directive 2011/83/EU on Consumer Rights, as implemented into the national law of your EU member state. Where these rights exceed our standard policy above, your EU rights take precedence.
11.1 Right of Withdrawal — Overview
EU consumers have the right to withdraw from most online purchases within 14 days without giving a reason. For goods, this period runs from the day you (or someone you nominate) takes physical possession of the item. This is known as the cooling-off period.
11.2 Which Products Are Covered
In-stock production guitars — Covered. You have 14 days from delivery to withdraw.
GTR/GTI standard production instruments — Covered. You have 14 days from delivery to withdraw, and any deposit described in Section 3.2 is fully refundable if you cancel within this period.
CustomShop / Factory Custom / Australian Production — Not covered. These are exempt as goods made to your specification (Article 16(c) of the Consumer Rights Directive).
B-stock items (disclosed cosmetic defects) — Covered. You have 14 days from delivery to withdraw. A disclosed cosmetic defect does not remove your statutory right; it only means the item is sold without our standard warranty.
Accessories, merchandise, and clothing — Covered. You have 14 days from delivery to withdraw, unless the item was sealed for health or hygiene reasons and the seal has been broken after delivery.
Unsealed media (software, recordings) — Not covered, once the seal has been broken after delivery.
Gift cards — Not covered.
11.3 How to Exercise Your Right of Withdrawal
Use the withdrawal function on your order account page, or contact us at guitars@ormsbyguitars.com with your name and order reference. You do not need to give a reason. You will receive written confirmation of your withdrawal request promptly.
11.4 Return Shipping — EU Withdrawals
Return shipping costs, insurance, and any customs or import charges incurred in returning the instrument to Australia are your responsibility. This is disclosed here, and at checkout, as required under EU consumer law.
Given the value and fragility of our instruments, we require that returns be shipped via a tracked, insured express courier service (DHL, FedEx, or UPS); surface mail and sea freight are not accepted. Proof of dispatch via one of these services is treated as valid proof of dispatch for the purposes of Section 11.7.
11.5 Restocking Fee — EU Withdrawals
The standard 20% restocking fee referenced in Section 4.3 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 the returned instrument, or until you have supplied valid proof of dispatch (as described in Section 11.4), whichever is earlier. Where an instrument is returned in a condition reflecting handling beyond what is reasonably necessary to establish its nature, characteristics, and functioning, we may deduct an amount from your refund reflecting the actual reduction in resale value. This deduction is assessed on the specific instrument upon receipt and is not a preset fee.
11.7 Refund Timing — EU Withdrawals
We will reimburse you within 14 days of being notified of your decision to withdraw. As permitted under EU law, we may withhold that reimbursement until the instrument is received back at our Perth facility, or until you provide valid proof of dispatch (Section 11.4), whichever happens first.
11.8 Setup Services
If, at your request, we began performing a setup service (for example, string height adjustment or tuning configuration) during the withdrawal period, and you then withdraw, you may be charged a proportionate amount for the service already performed up to the point you notified us of your withdrawal. This does not affect your right to withdraw from the purchase of the instrument itself, and no charge applies to setup work not yet carried out at the time you notify us.
11.9 Outbound Shipping
Original outbound shipping charges are non-refundable, except where required otherwise by the law of your member state.
This policy was updated in September 2026 to reflect the requirements of Directive 2011/83/EU on Consumer Rights. Nothing in this policy is intended to limit any statutory rights you may have under the laws of your jurisdiction. Ormsby Guitars recommends consulting local legal counsel for advice specific to your country of residence.