We want customers to receive the products they ordered in good condition and as described. This policy explains our approach to returns, refunds and faulty or incorrectly supplied products.
Australian Customers
Our goods come with rights and guarantees under the Australian Consumer Law.
If a product has a major problem, you may be entitled to choose a refund or replacement. For a minor problem, we may provide an appropriate remedy in accordance with the Australian Consumer Law.
Nothing in this Return Policy excludes, restricts or modifies any rights or remedies that cannot lawfully be excluded.
Change of Mind
For customers in Australia and other locations where there is no statutory right to return a product simply because of a change of mind, Fletcher Handcrafted Guitars does not normally accept returns or provide refunds because a customer:
- changed their mind;
- ordered the wrong product;
- no longer requires the product; or
- found a similar product elsewhere.
- This does not affect any rights you may have under applicable consumer law.
Customers in jurisdictions that provide a statutory cooling-off or withdrawal period, including eligible consumers in the European Union, retain those statutory rights as described below.
European Union Customers — 14-Day Right of Withdrawal
Where applicable under European Union consumer law, an EU consumer purchasing online may withdraw from an eligible purchase within 14 days after receiving the goods without having to provide a reason.
To exercise this right, please contact Fletcher Handcrafted Guitars within the applicable 14-day period and clearly state that you wish to withdraw from the purchase.
Unless applicable law requires otherwise, the customer is responsible for the direct cost of returning goods under the change-of-mind withdrawal right.
Returned goods should be adequately packaged and returned in substantially the condition in which they were received. Customers may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Where handling goes beyond what is reasonably necessary and results in diminished value, an appropriate deduction may be made where permitted by law.
Any refund due under the statutory withdrawal right will be processed in accordance with the applicable consumer law.
The statutory right of withdrawal does not apply where an applicable legal exception exists, including certain goods made to the customer's specifications or clearly personalised.
Custom or Personalised Products
Products manufactured specifically to a customer's individual specifications, or clearly personalised for that customer, may not be eligible for a change-of-mind return or statutory withdrawal where applicable law provides an exemption.
This does not affect a customer's rights if the product is faulty, incorrectly supplied or otherwise fails to comply with applicable consumer guarantees.
Faulty, Damaged or Incorrect Products
If you believe that you have received a faulty, damaged or incorrect product, please contact us as soon as reasonably possible and provide:
- your name and order number;
- a description of the problem; and
- photographs where these will help us assess the issue.
- We may request additional information where reasonably necessary to assess the problem.
Where the product fails to meet an applicable consumer guarantee, we will provide the remedy required by applicable law.
Natural Timber Products
Timber is a natural material. Variations in grain, colour, figure, mineral streaks and other natural characteristics are normal and are not, by themselves, considered defects.
Photographs are intended to represent products as accurately as reasonably possible. Colour and appearance can also vary according to lighting and display settings.
Where an individually photographed piece of timber, such as a particular figured maple cap, is offered for sale as the specific item pictured, the customer will receive that identified item.
This does not affect a customer's rights where a product is materially different from its description or otherwise fails to meet an applicable consumer guarantee.
Damage Caused After Delivery
We are not responsible for damage caused by misuse, incorrect machining, modification, installation, improper storage or handling, or use of a product contrary to its intended purpose.
For example, damage to a guitar-building template or timber component caused during routing, cutting, sanding, machining or installation does not by itself make the original product faulty.
This does not limit any rights that cannot lawfully be excluded.
Returning a Product
Please contact us before returning a product so that we can provide return instructions.
Do not return products without first contacting us, unless applicable law gives you the right to do so.
Where a product is confirmed to be faulty or otherwise fails to meet an applicable consumer guarantee, reasonable return costs will be handled or reimbursed where required by law.
For an eligible EU change-of-mind withdrawal, the customer is responsible for the direct cost of returning the product unless applicable law requires otherwise.
Refunds
Approved refunds will normally be returned using the original payment method where reasonably possible.
Processing times may vary depending on the payment provider or financial institution.
Nothing in this policy limits a customer's entitlement to a refund, replacement, repair, compensation or other remedy where required by applicable law.
Contact Us
To request a return or discuss a problem with an order, please contact:
- Fletcher Handcrafted Guitars
- ABN 29 638 005 646
- Wilga Street
- Corrimal NSW 2518
- Australia
Email: sales@fletcherhandcraftedguitars.com Phone: +61 423 183 631 Website: fletcherhandcraftedguitars.com