NOTE: The following only applies to purchases done directly through us on our website. Purchases done through any authorized Quilter dealers 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 unused 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, warrantees 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 a disqualification. Your refund will be promptly processed upon completing evaluation of your returned item in 2-3 business days. 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 return to be processed. Please allow 1 to 2 billing cycles for the credit to show up 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
You will be responsible for return shipping. Only exchanges are allowed if the incorrect product was shipped or if the product arrived damaged.
Reuse the original packaging if available. Securely package your item(s) and attach the pre-paid return label.
Outside the USA (Neunaber Products)
You will be responsible for return shipping. Only exchanges are allowed if the incorrect product was shipped or if the product arrived damaged.
Customs, duty 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" on the top of our support page. Please provide your customer information, order number, and the item you would like to return. 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 need a different product, please return your item(s) for a refund and place a new order at your convenience. Placing the new order now 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 on our support page above with your customer information, order number, the item you would like to return and reason for returning it.
- We will email you a return label.
- Print out the provided pre-paid return label. Reuse the original packaging if available. Securely package your item(s) and attach the pre-paid return 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 the item is not deemed damaged or incorrect, your refund will be less the return fee as described above.
LOST IN TRANSIT / ITEM NOT RECEIVED
If your order tracking number shows that your package is “lost in transit,” please reach out to us by opening a support ticket as soon as possible so we can process a carrier claim.
If your order tracking number shows that your package was "delivered" but you did not receive the package, please ensure that you have taken the following steps prior to contacting customer service:
- Check the immediate area, including any mailbox, garage, porch, front desk, leasing office, neighbor or anyone that may have signed or picked the package.
- Please also track your package online to see if there are any special instructions or updates listed.
If you are still unable to locate your package, then please reach out to us via our support page within 7 days so we can do a driver inquiry with the carrier. Inquiries are not able to be made after this time. Please note that driver inquires and Carrier Claims are not guaranteed.
INTERNATIONAL EXCHANGE POLICY
Purchase contract: Guitar amplifiers and accessories (Quilter Labs does not sell our amplifiers directly overseas, please contact your local distributor.)
EXCLUSIONS
Clearance Items, Discontinued Items, Clothing, DIY or replacement parts and special orders.
Other questions regarding this policy can be answered by reaching out via our support page. Open a ticket at the top of the page and submit any question you may have.