Refund policy

SHIPPING & RETURNS

SHIPPING POLICY

All instruments ship directly from the Tatalias Guitars workshop in Brookfield, Connecticut via UPS. Every guitar is bench-tested, setup, and securely packed prior to shipment.

Processing Time:

  • In-Stock Instruments: Typically ship within 2-3 business days after payment clears.
  • Accessories/Apparel: Ship within 1-2 business days.
  • Custom Commissions: Lead times are determined by the build queue; please refer to your invoice.

Domestic Shipping (USA):

  • We ship primarily via UPS Ground or FedEx Home Delivery.
  • Signature Required: All instrument shipments are insured for their full value and require a Direct Signature upon delivery. We will not waive this requirement under any circumstances.
  • Rates: Shipping is calculated at checkout based on destination.

International Shipping:

  • International rates are calculated at the time of shipping based on weight and destination.
  • Duties & Taxes: The customer is solely responsible for all import duties, VAT, customs fees, and taxes incurred by their home country. Tatalias Guitars will declare the full purchase value on all customs forms; we will not label orders as "gifts."

RETURN POLICY (48-HOUR APPROVAL)

We want you to be confident in your instrument. For In-Stock instruments purchased directly from our website, we offer a 48-Hour Approval Period.

The Rules:

  1. Approval Window: You have 48 hours from the moment the carrier marks the package as "Delivered" to inspect and play the instrument.
  2. Notification: If you decide to return it, you must contact us via email at Sales@tataliasguitars.com within this 48-hour window to request a Return Authorization (RA) number.
  3. No RA, No Return: Returns will not be accepted without an approved RA number.

Return Requirements:

  • Once an RA is issued, you have 7 days to ship the instrument back to our Brookfield, CT facility.
  • Costs: The customer is responsible for all return shipping costs and full-value insurance.
  • Condition: The instrument must be returned in the exact condition it was received, with all original packaging, case candy, and certificates.

Refunds & Restocking Fees:

  • Upon receipt, the instrument will be inspected by our technicians.
  • If the instrument is in original condition, a refund will be issued to the original payment method, minus a 10% restocking fee and the original shipping charges.
  • If the instrument shows signs of wear, modification, or damage, the cost of repair/restoration will be deducted from the refund in addition to the restocking fee.

NON-RETURNABLE ITEMS:

  • Custom Commissions: Any guitar built to custom specifications is Final Sale and cannot be returned.
  • International Orders: All international instrument sales are Final Sale.
  • Clearance/Demo Gear: Sold "As-Is" and are Final Sale.

DAMAGED SHIPMENTS

If your package arrives with visible damage:

  1. Take Photos: Photograph the box before opening it.
  2. Inspect: If the instrument is damaged, keep all packing materials and contact us immediately (within 24 hours).
  3. Resolution: We will file a claim with the carrier on your behalf. Do not return the damaged item until instructed, as the carrier may need to inspect the packaging.

GOVERNING LAW

Any disputes arising from this policy or your purchase shall be governed by the laws of the State of Connecticut. You agree to submit to the exclusive jurisdiction of the state or federal courts located in Fairfield County, Connecticut.