Refund policy

THE GUITAR BAG ® - RETURNS AND REFUNDS POLICY

HOW TO MAKE A RETURN:

Returning an item is quick and easy.

If, for any reason, you are not satisfied with a product you have purchased, you may return it within 14 days of receipt to receive a refund. Once we have inspected the item, we will refund the amount paid via the payment method used at the time of purchase.

If you wish to return the product, simply click here, fill in the required details and submit the request (Article 9 of EU Directive 2023/2673). You can also request a return by logging into your customer account.

Then follow these simple steps:
  
1) “Return label”
- Once we have received your return request, we will send you the return label to attach to the parcel.
- Please wait for our email containing the return label, which will be sent to the email address specified in your order.
  
2) Pack the products with the return label
Pack the order in the original box (you may use different boxes, but we strongly encourage recycling where possible) and attach the return label, ensuring that the original label is covered or removed from the parcel.
We encourage you to use our return box to help protect the environment.

3) Drop off the items at a collection point or hand them over to the courier
- Collection by courier
Please ensure that someone is at home at the scheduled collection time to hand the parcel over to the courier.
- Collection point
You can take your parcel to one of the courier’s collection points.
   
4) Receive your refund
- Once our warehouse has received your return, we will send you a confirmation email; we will then refund the full amount via the payment method used at the time of purchase.
Please contact us at info@theguitarbag.com if you have any comments regarding our returns policy.

RETURNS AND EXCHANGES:

If you would like a different item, please return the product to us and place a new order. We do our utmost to accept all returns, but if an item is found to be in unsuitable condition, we may be obliged to return it to the sender.

It normally takes around 14 days to receive the parcel and process the refund; you will be notified by email once we have received it. Depending on your credit card issuer, it may take up to 10 days for the refund to appear on your account.

Products must be returned in their original packaging, including the seal, carrier bag, label and box. Any free gifts received as part of promotions running at the time of purchase must be included in the return.

We do not accept returns on personalised purchases.

WHERE CAN I FIND MY ORDER NUMBER?

The order number can be found in your order details or in the dispatch confirmation email we sent you. If you already have an account, you can log in to the ‘My Account’ page and click on ‘Orders’ to view your order number. 

WHO IS RESPONSIBLE FOR THE RETURN POSTAGE COSTS?

All postage costs for returns are payable by the customer. All risks associated with the return shipment are the customer’s responsibility. The original postage costs are non-refundable.

In particular, for non-EU countries (the UK, the USA and Canada), the refund excludes both the postage costs and any customs duties incurred in returning the goods. To return goods from one of these countries, you must contact customer services (info@theguitarbag.com) before posting the parcel, so that all customs formalities can be completed upon the goods’ arrival in Italy.

The goods must be sent, securely packaged, to:

The Guitar Bag SRL, Via del Vascello 13, 00152 Rome (ITALY)