Return and Refund Policy

At Pro Guitar, we want customers to understand our return, exchange, and refund process before placing an order.

Store and contact information

Store: Pro Guitar
Email: rodrigo.ramossx5@gmail.com
Phone: +81 90-8323-9279
Business address: Iwayacho, Toyohashi, Aichi 440-0842, Japan
Business hours: Monday to Friday, 9:00 AM to 6:00 PM Japan Time

Return period

Customers may request a return within 14 days after receiving the product.

Return eligibility

To be eligible for a return, the item must be unused, in the same condition that it was received, and in its original packaging.

Returns may be accepted when

The product arrived damaged.
The customer received the wrong item.
The product has a manufacturing defect.
The item is unused, in original packaging, and the return request is made within 14 days after delivery.

Returns may not be accepted when

The product was used, damaged, altered, or misused by the customer.
The original packaging is missing.
The return request is made after 14 days from delivery.
The customer ordered the wrong item by mistake.
The item shows signs of wear, misuse, or improper handling.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, contact us as soon as possible at rodrigo.ramossx5@gmail.com. Include your order number, a description of the issue, and clear photos or videos of the product and packaging.

Return process

Contact us by email before sending any item back. Do not return a product without receiving return instructions from Pro Guitar. After we review and approve your request, we will provide the return instructions.

Return shipping costs

Customers are responsible for return shipping costs unless the return is caused by a damaged, defective, or incorrect item sent by our store. Original shipping fees are non-refundable unless the return is caused by an error from our side.

Refunds

After we receive and inspect the returned item, we will notify you by email whether the refund has been approved or rejected. If approved, the refund will be processed to the original payment method. Banks and payment providers may take additional time to post the refund.

Exchanges

We replace items only if they are defective, damaged, or incorrect. If you need an exchange, contact us at rodrigo.ramossx5@gmail.com.

Order cancellations

Orders can only be cancelled before they are processed or shipped. Once an order has been processed or shipped, cancellation may not be possible.

Non-refundable items

The following items may not be eligible for return or refund: used products, items damaged by the customer, items without original packaging, gift cards, digital products if applicable, and final sale or clearance items when clearly marked.