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Shipping & Warranty

Expect only a 5-star service from Singapore’s best and most specialized guitar shop. All goods are carefully inspected and are covered by warranty unless clearly stated otherwise. Enjoy the best shipping rates and most reliable delivery service both locally and internationally.

Payments

  • All sales are final upon acceptance by the buyer
  • Payments are to be made via Paypal upon checkout.


Shipping

  • Enjoy free delivery within Singapore with minimum purchase of S$50.
  • Same day delivery within Singapore can be arranged by contacting (65) 9749 9424 via Whatsapp. Additional delivery charges will apply.
  • An order is confirmed once payment has been processed and confirmed. Processing and shipping an order typically takes 7-14 days for local orders and 10-21 days for international orders. If you need the item urgently, please self collect from the shop at excelsior and Whatsapp us in advance.
  • All international deliveries will be made via DHL. Tracking numbers will be sent to customers upon collection.
  • Once the items have been collected by the courier, the safety and integrity of the products is under the courier’s responsibility. Please contact us at hello@theguitarshop.sg if you would like to request for insurance to be included on your items. Note that additional charges will apply for insurance on your order.
  • Should you suspect mishandling of the item that might have resulted in the damage of your instrument, do not hesitate to contact us, we would be happy to help you out.


Returns

Returns, Exchanges & Warranty Policy

By placing an order with The Guitar Shop, the customer acknowledges, accepts, and agrees to be bound by the terms of this Returns, Exchanges & Warranty Policy in full. If the customer does not agree to these terms, the customer must not proceed with the purchase.

The Guitar Shop reserves the absolute right to interpret, apply, and enforce this policy at its sole discretion.

1. General Policy

All sales are final upon acceptance by the buyer.

No refund, return, exchange, cancellation, chargeback, or store credit shall be granted except where expressly stated by us in writing.

All products are sold as photographed, described, and presented at the point of sale. Natural variations in wood grain, colour, figuring, texture, finish, patina, and other inherent characteristics of musical instruments, wood products, accessories, and related goods are normal and shall not constitute defects, misrepresentation, or grounds for refund, return, or exchange.

The customer is responsible for reviewing all product descriptions, specifications, photographs, measurements, and disclaimers carefully before completing the purchase.

We reserve the right to refuse any return request, exchange request, warranty claim, service request, or after-sales claim that does not strictly comply with this policy.

2. Local Orders (Singapore)

Any issue relating to a local order must be reported to us within 7 calendar days from the date of receipt or collection.

Where an exchange is considered, the item must be brought back by the customer to our retail shop during office hours at:

The Guitar Shop
5 Coleman Street #B1-30
Singapore 179805

Any exchange for local orders is strictly subject to our sole and absolute discretion. Approval of any exchange shall not be implied, assumed, or demanded by the customer.

Refunds are strictly not allowed under any circumstances.

An item submitted for exchange consideration must be returned in original, unused, unmodified, and saleable condition, together with its original packaging, tags, paperwork, accessories, manuals, certificates, protective materials, and proof of purchase.

We do not accept exchanges for accessories not purchased from us.

We do not accept exchanges for opened string boxes.

We do not accept exchanges for items that are used, altered, damaged, incomplete, improperly handled, improperly stored, or returned in a condition different from that at the point of sale.

3. International Orders

All international sales are final. No returns. No refunds. No exchanges.

International customers: please do not place an order unless you are fully prepared to bear 100% of all shipping, customs, tax, duty, insurance, return, and warranty-related costs. All international sales are final. If these terms are not acceptable to you, do not buy.

By placing an international order, the customer expressly acknowledges and agrees that:

all shipping charges, courier charges, freight charges, import duties, taxes, customs fees, brokerage fees, handling fees, insurance charges, and all related costs are solely and entirely the customer’s responsibility;

any and all costs relating to returns, refused shipments, failed deliveries, re-deliveries, exchanges, inspections, repairs, servicing, warranty submissions, warranty returns, or any other after-sales matter are 100% the customer’s responsibility;

all duties, taxes, customs fees, brokerage charges, local import charges, and related governmental or courier-imposed charges are non-refundable by The Guitar Shop;

any warranty support, where applicable, does not include and shall never include outbound shipping, return shipping, freight, customs charges, duties, taxes, brokerage, handling fees, local administrative costs, or insurance;

The Guitar Shop shall have no liability whatsoever for any customs delay, customs seizure, import restriction, local compliance issue, tax assessment, duty reassessment, failed clearance, or any other import-related issue in the customer’s country.

For the avoidance of doubt, there are no exceptions for international customers in relation to shipping costs, return costs, warranty shipping, taxes, duties, customs fees, insurance, brokerage charges, handling charges, or any related expenses.

4. B-Stock Items

All B-Stock items are identified as such on the product listing.

B-Stock items are sold strictly on an as-is basis.

B-Stock items carry zero exchange policy, zero return policy, and zero refund policy.

All B-Stock sales are final.

The customer assumes all risk associated with the purchase of any B-Stock item, whether relating to cosmetic condition, playability preference, finish irregularity, prior handling marks, age-related condition, or any disclosed or undisclosed non-structural issue consistent with the nature of B-Stock goods.

Buy at your own risk.

5. Warranty

All items are checked prior to shipment or collection.

Any warranty, if applicable, is limited strictly to manufacturing defects as determined by The Guitar Shop and, where relevant, the respective manufacturer, supplier, or brand owner.

Warranty does not cover, and shall not be deemed to cover, normal wear and tear, fret wear, finish checking, string wear, setup preference, action preference, tonal preference, cosmetic preference, misuse, neglect, accidental damage, impact damage, humidity-related damage, temperature-related damage, dryness, over-humidification, improper storage, poor maintenance, unauthorised repair, unauthorised modification, improper handling, or damage caused by third-party couriers, freight providers, or service agents.

Warranty does not include consumable items unless expressly stated otherwise in writing.

Any decision as to whether an issue constitutes a manufacturing defect shall be made solely by The Guitar Shop or the relevant manufacturer, and such determination shall be final.

For international customers, any warranty claim approved for inspection, assessment, service, or repair must be shipped to us entirely at the customer’s sole cost and risk, including outbound shipping, return shipping, insurance, taxes, duties, customs clearance charges, brokerage fees, and all related charges.

Submission of an item for inspection does not mean the claim has been accepted.

6. Shipping Damage, Transit Risk, and Claims

Once an item has been handed over to the courier, carrier, postal operator, freight provider, or delivery service, transit is subject to the terms, handling standards, and liability limitations of that third party.

The customer must inspect the parcel and product immediately upon receipt.

Any visible shipping damage, shortage, or delivery issue must be reported to us promptly with clear photographs of the outer carton, internal packaging, shipping label, and affected item.

Failure to retain packaging materials, cartons, inserts, and evidence of transit damage may result in the rejection of any related claim.

The Guitar Shop reserves the right to determine whether a claim should be directed to the shipping carrier, manufacturer, insurer, or customer.

7. Refused Shipments, Failed Delivery, and Returned Parcels

If a shipment is refused, unclaimed, abandoned, undeliverable, returned to sender, or delayed due to the customer’s actions, omissions, absence, failure to pay duties or taxes, failure to provide required documents, or refusal to cooperate with the courier or customs authority, all resulting costs shall remain solely the customer’s responsibility.

Such costs may include, without limitation, original shipping charges, return shipping charges, storage fees, re-delivery charges, duties, taxes, customs charges, brokerage fees, and administrative fees.

No refund will be issued for any refused, abandoned, undeliverable, or returned shipment.

Any remedy, if offered at all, shall be entirely at our sole discretion.

8. Condition of Returned or Submitted Items

Where we agree to inspect, assess, service, or consider an exchange for any item, that item must be returned in the exact condition required by us.

We may reject any item that is dirty, used, damaged, worn, altered, incomplete, poorly packed, insufficiently protected, or otherwise not fit for inspection or resale.

We may also reject any item showing signs of misuse, environmental exposure, humidity-related movement, impact, unauthorised repair, tampering, or modification.

The customer bears full responsibility for safe and proper packing of any item sent back to us.

Any loss or damage in transit during return or submission to us remains at the customer’s risk unless expressly agreed otherwise in writing.

9. No Waiver

Any exception, accommodation, courtesy, or goodwill arrangement extended by The Guitar Shop on one occasion shall not constitute a waiver of this policy and shall not create any precedent, obligation, or entitlement on any future occasion.

10. Contact

For any issue relating to your order, please contact us promptly:

WhatsApp us: +65 9749 9424

    Shop Warranty Policy

    All items are checked thoroughly before delivery to ensure that the customer receives a flawless product. Warranty coverage of a product is based on the warranty extended by the manufacturer.