Refund policy
Return & Refund Policy
30-day return window
After receiving your order, you have 30 days to request a return. This is a voluntary commercial policy that extends — and does not replace — the statutory rights granted under EU consumer law.
To be eligible, the item must be returned in the same condition as described in the listing at the time of purchase. For used instruments, wear, signs of use, and cosmetic imperfections are already documented in the product description and photographs — returns cannot be requested on the basis of characteristics already disclosed in the listing.
To initiate a return, contact us at info@welcomeguitars.shop. Approved returns must be shipped to: Via Guglielmo Marconi, 25, 80021 Afragola (NA), Italy. Once your return is accepted, we will provide instructions on how and where to send the package. Items returned without a prior authorisation will not be accepted.
Return shipping costs are the responsibility of the buyer, except where the item is defective, damaged in transit, or does not conform to the listing.
Damages and issues
Inspect your order upon receipt. If you notice transport damage, undisclosed defects, or received the wrong item, contact us immediately at info@welcomeguitars.shop. We will assess the situation and arrange an appropriate resolution at no cost to you.
Non-returnable items
The following items are not eligible for return:
- Instruments or accessories customised or modified at the customer's request
- Items listed and sold as "for parts or repair"
- Strings, picks, reeds, and other consumable accessories (for hygiene reasons)
- Final sale items and gift cards
Exchanges
We do not process direct exchanges. To obtain a different item, please return the original (once authorised) and place a new order separately.
EU statutory right of withdrawal — 14 days
If your order is shipped to a destination within the European Union, you have the right to withdraw from the contract within 14 days of receiving the goods, for any reason and without providing justification, pursuant to Legislative Decree 206/2005 (Italian Consumer Code).
The item must be returned in the condition in which it was received, without damage beyond what was already documented in the listing at the time of purchase.
To exercise your right of withdrawal, please use our electronic withdrawal form: https://welcomeguitars.shop/pages/eu-withdrawal-form
Pursuant to Article 57 of Legislative Decree 206/2005, return shipping costs for withdrawal are the responsibility of the consumer, as communicated in this policy prior to purchase.
We will process your refund within 14 days of receiving your withdrawal notice, provided we have received the returned goods or proof of shipment, whichever comes first.
Refunds
Once we receive and inspect the returned item, we will notify you of the outcome by email. If approved, your refund will be issued within 10 business days to your original payment method.
Please note: bank processing times may add 3–5 business days beyond our internal timeline. If you have not received your refund within 15 business days of approval, contact us at info@welcomeguitars.shop.