At HATHOR Guitars, we are committed to ensuring your complete satisfaction with our products. We’ve established a clear and flexible returns and exchange policy, reflecting the exquisite craftsmanship of our instruments.
You have the right to request a return or exchange within 14 working days from the date you receive your guitar. After this period, we regret that we cannot accept any requests for returns or exchanges.
To be eligible for a return or exchange, the following conditions must be met:
Product Condition: The guitar and its accessories must be in their original, unused, and undamaged condition. It must be in its original packaging with all contents included (manuals, cables, tools, etc.).
Proof of Purchase: The original purchase invoice or order number must be provided as proof of purchase.
Guitars that have been modified or customised at the customer’s request (custom-made guitars).
Guitars that have been damaged or misused by the customer.
Accessories or spare parts that have been used or opened from their original packaging.
To submit a return or exchange request, please follow these steps:
Contact Us: Get in touch with HATHOR Guitars’ customer service within the specified period via email: support@hathorguitars.com or phone: +201555545461.
Provide Information: Please provide your order number, product name, reason for the return/exchange, and clear photos or videos of the product if there is a defect or damage.
Review and Approval: Our team will review your request and contact you within 24-48 working hours with further instructions.
Shipping the Item: Once your request is approved, you will be provided with instructions on how to ship the item back to us.
Manufacturing Defect or Our Error: If there is a manufacturing defect or an error on our part, HATHOR Guitars will cover all costs for return or exchange shipping.
Customer’s Change of Mind: If you change your mind, you will be responsible for the shipping costs for the return or exchange. A restocking fee of 10-15% of the product’s value may also be deducted.
Upon receiving the returned item, our quality assurance team will inspect it to ensure it meets the return/exchange conditions. This inspection process may take 3-5 working days.
Refund: If your return is approved, the refund will be processed to your original payment method within 7-14 working days from the date of approval.
Exchange: If your exchange is approved, the replacement product will be shipped to you after the inspection is complete and the requested item is confirmed to be in stock.
Every HATHOR guitar comes with a one-year warranty against manufacturing defects. This policy does not cover damage caused by misuse or accidents.
Your satisfaction is our priority. Please do not hesitate to contact our customer service team with any further inquiries.
