Quilter Labs — Return Policy

NOTE: The following only applies to purchases completed directly through us on our website. Purchases made through any authorized Quilter dealer can only be returned via point of purchase. Additional info can be found here.

Quilter Labs guarantees total customer satisfaction. If you are not completely satisfied with your purchase, you may return merchandise within 15 days of receipt for a prompt refund. (One per 365-day period.)

Returned items must be in original, brand-new condition, showing no signs of wear or use such as belt-buckle or pick scratches, scuffs, dings, or scrapes on the instrument or collateral materials. Items must also include all original packaging, manuals, warranties, and accessories, or your return may be subject to a return handling charge or a minimum 15% re-stocking fee for returns that are not in original brand-new condition. Items with excessive wear or damage may be subject to disqualification.

Your refund will be promptly processed upon completing evaluation of your returned item. Refunds are made for product value only, excluding shipping and handling charges. (Subsequent returns are subject to a 15% restocking fee.) Shipping and handling charges are not refundable unless the product arrived damaged or the incorrect product was shipped. Please allow 10 business days for the return to be processed, and 1 to 2 billing cycles for the credit to appear on your credit card statement.

If you return any part of your order and that order was part of a promotion, any refund may be reduced.

We do not offer refunds for digital goods. Please take advantage of the free trial, if available, to make sure the software suits your needs before purchasing a license.

RETURN INSTRUCTIONS

In the USA

To initiate a return, open a support ticket by clicking "New Support Ticket" at the top of our support page. Please provide all information outlined in this article.

Items must be returned in brand-new condition, with all accessories and packaging intact. Returns must be shipped within the 15-day return period or they will not be eligible for refund. Refunds will be issued in the original form of payment used to purchase the item. The original shipping charges will not be reimbursed.

You will be responsible for return shipping. Exchanges are only allowed if the incorrect product was shipped or if the product arrived damaged.

These U.S. return terms apply only to units that remain in the United States. If you forward or export the unit outside the U.S., the terms under "Self-Exported and Freight-Forwarded Orders" below apply instead.

Canada/Mexico

You will be responsible for return shipping. Exchanges are only allowed if the incorrect product was shipped or if the product arrived damaged.

Customs, duties, and taxes paid are not refundable by Quilter Labs. Please contact your country's Customs Office to inquire about receiving a refund for returned items.

To initiate a return, open a support ticket by clicking "New Support Ticket" at the top of our support page. Please provide all information outlined in this article. If you are returning the item because it is defective, please let us know.

Items must be returned in brand-new, unused condition, with all accessories and packaging intact. Returns must be shipped within the 15-day return period or they will not be eligible for refund. Refunds will be issued in the original form of payment used to purchase the item. The original shipping charges will not be reimbursed.

NO EXCHANGE POLICY

We do not accept items for exchange. If you'd prefer a different product, please return your item(s) for a refund and place a new order at your convenience. Placing an order for the different item right away ensures that you will receive it quickly and that it won't go out of stock.

RETURNING DAMAGED OR INCORRECT MERCHANDISE

If your merchandise was damaged in transit, is defective, or is not what you ordered:

Open a support ticket by clicking "New Support Ticket" at the top of our support page. Please provide all information outlined in this article.
If your order was delivered by us to an address within the United States and the unit has remained in the United States at all times since delivery, we will email you a prepaid return label.
Print out the provided return label, securely package your item(s) in the original packaging, and attach the label.

All returns are inspected by our warehouse. The return fee will be waived if your item is found to be damaged or incorrect; if it is not, your refund will be less the return fee described above. A unit that has been carried, shipped, or forwarded outside the United States at any point after delivery is a self-exported unit and is not eligible for a prepaid label or for reimbursement of return shipping — even if it is later returned to us from a U.S. address or U.S. forwarding service. Routing a return through a U.S. forwarder does not restore U.S. return eligibility. See "Self-Exported and Freight-Forwarded Orders" below.

SELF-EXPORTED AND FREIGHT-FORWARDED ORDERS

Quilter Labs sells directly only to customers in the United States and ships only to U.S. addresses. If you arrange to have a product forwarded, re-shipped, or otherwise transported outside the United States after we deliver it — including by shipping to a freight forwarder, package-forwarding service, or mail re-shipper — you do so entirely at your own risk and expense, and the U.S. return protections in this policy no longer apply to your order. Using a U.S. forwarding address does not make an order eligible for U.S. return terms, regardless of the address to which the order was originally shipped.

For any unit that has left the United States:

You are solely responsible for all return shipping, freight, insurance, customs, duties, and taxes, in both directions. We do not provide prepaid return labels and do not reimburse return shipping for these orders.
The unit must be returned to our facility, at your expense, before any inspection, refund, repair, or replacement will be considered.
All returns are inspected on arrival. A refund, repair, or replacement will be offered only if our inspection confirms a manufacturing defect. Damage from handling, use, or transit — including damage incurred during forwarding or return shipping — is not covered.
Quilter Labs is not responsible for loss of or damage to a product after it has left our custody and been forwarded outside the United States.

An order shipped to a freight forwarder, package-forwarding service, or mail re-shipper is presumed to have been exported outside the United States. Quilter Labs may require reasonable evidence that a unit has remained in the United States before issuing a prepaid label, refund, or no-cost warranty service; absent such evidence, the self-export terms apply.

Warranty service for self-exported units is governed by our International Limited Warranty, under which the customer is responsible for prepaid transportation to our facility.

INTERNATIONAL EXCHANGE POLICY

Quilter Labs does not sell our amplifiers or pedals directly to customers overseas. Please contact your local distributor regarding initiating a return.

EXCLUSIONS

Clearance items, items purchased as part of a promotion, discontinued items, clothing, DIY or replacement parts, and special orders.

Return Policy Print