Returns and Refund Policy

I want every owner of a James Fields instrument to be pleased with both the instrument and the experience of purchasing it. Because each guitar and ukulele is individually handcrafted, returns are handled somewhat differently from those of conventional retail merchandise.

Available Instruments

A completed instrument purchased directly from James Fields Guitars may be returned within 7 days of delivery if it is not the right instrument for you.

Please contact James Fields Guitars before returning an instrument. Returns sent without prior notification may not be accepted.

The instrument must be returned in its original condition, with its original case and any documentation, accessories, or other items supplied with it.

Return Shipping

Unless an instrument is being returned because of shipping damage, an error by James Fields Guitars, or another issue for which James Fields Guitars accepts responsibility, the customer is responsible for return shipping costs.

Returned instruments must be securely packed, fully insured for their purchase value, shipped using a trackable service, and returned in appropriate protective packaging.

I strongly recommend retaining the original shipping carton and packing materials until the return period has expired.

The customer is responsible for the instrument until it is safely received by James Fields Guitars.

Condition of Returned Instruments

A returned instrument will be inspected after it arrives.

To qualify for a full refund, the instrument must be returned in the same condition in which it was shipped, allowing only for reasonable inspection and careful playing during the return period.

Damage, modifications, excessive wear, improper handling, exposure to inappropriate temperature or humidity, or alterations made after delivery may reduce the amount of the refund or make the instrument ineligible for return.

Please do not modify, adjust, repair, restring with substantially different strings, or otherwise alter an instrument if you are considering returning it.

Refunds

Once the returned instrument has been received and inspected, the customer will be notified of the return status.

Approved refunds will be issued to the original method of payment.

Original shipping charges and return shipping expenses are generally not refundable unless the return results from an error by James Fields Guitars or an accepted shipping-damage claim.

Payment processors and financial institutions may require additional time to post a refund after it has been issued.

Commissioned Instruments

Commissioned instruments are built specifically for an individual customer according to agreed specifications and therefore are not ordinarily returnable simply because the customer changes their mind.

The specifications, price, deposit, payment schedule, estimated completion window, and other applicable terms of a commissioned instrument will be established before the commission is accepted.

This does not affect responsibility for an instrument that arrives damaged or materially differs from the specifications agreed upon for the commission.

Deposits on Commissioned Instruments

Commission deposits reserve time in the workshop and allow work to begin on an instrument built specifically for the customer.

The refundability of a commission deposit, including what happens if a customer cancels a commission after work has begun, will be stated in the commission agreement before a deposit is accepted.

Shipping Damage

Shipping damage is handled separately from an ordinary return.

If an instrument appears to have been damaged during transportation, please contact James Fields Guitars promptly. Photograph the shipping carton, packing materials, case, instrument, and visible damage, and retain all packaging while the matter is being evaluated.

Please do not attempt to repair shipping damage before contacting James Fields Guitars, as doing so may interfere with a carrier or insurance claim.

Problems with an Instrument

If you discover a problem that you believe resulted from workmanship or materials rather than ordinary wear, environmental conditions, accidental damage, or improper care, please contact me before arranging a repair.

I want the opportunity to understand the problem and determine the appropriate way to address it.

Non-Returnable Items

The following are generally not eligible for return:

• Commissioned instruments except as provided by the applicable commission agreement
• Instruments that have been modified or damaged after delivery
• Instruments returned after the stated return period without prior agreement
• Personalized or specially made items that cannot reasonably be restored to their original condition for resale

Questions

If you have questions about the return of an available instrument or the terms applicable to a commissioned instrument, please contact James Fields Guitars before completing your purchase.