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We provide our customers with as much time as they need to figure out if a product is right for them. We understand that it can take time getting used to new gear and we don't want you to feel pressured to make the decision to keep a product or return it without getting to know it first.
If you aren’t digging your gear, we offer a 60-day period after delivery for you to return it, no questions asked. Please reach out to info@ploutone.com for assistance.
Items returned within the 60-day period must be in saleable condition with original packaging along with included accessories and manuals. Any products that are returned for reasons not related to them being damaged, defective, or breaking within 14 days of receipt must be returned in working condition in order to be eligible for a full refund
All returns must be approved with our written consent by email. No customer may return an item for a full or partial refund unless Ploutone has explicitly agreed to the return in writing.
Restocking Fees: Instruments will incur a restocking fee of $15 if the order is canceled or returned for reasons unrelated to defects or errors made by Ploutone. This cost covers the time and effort required to carefully inspect the instrument for defects or damage, re-string the instrument, and set it up, and repackage it for sale.
Refusal of delivery: Refusal of delivery is not grounds for a full or partial refund. If a customer would like to make a refund, they must first accept the item and then request a return for the item.
Products such as strings, picks, and some hardware may not be covered by our 60-Day return policy due to the nature of their use. Returns for these products will be handled on a case-by-case basis. We appreciate your understanding.
If a product arrives damaged, defective, or breaks within 14 days of delivery, we will cover the cost of return shipping and provide a full refund or replacement item. Products reported to be damaged, defective, or broken outside of the 14-day window may not be eligible for this service. We will work with you on a case-by-case basis to find a fair resolution. Please see Section VI, a: Return Process.
We do not offer returns or refunds on custom orders.
Customers who opt for Navidium Shipping Protection will enjoy the added benefit of free return shipping for exchanges or replacements. While free returns may not be feasible, we understand the importance of ensuring customer satisfaction. Therefore, if you need to exchange or replace an item covered by Navidium, we will cover the return shipping costs, allowing you to make the switch hassle-free and without incurring additional expenses.
Navidium Shipping Protection includes comprehensive shipping insurance coverage at no extra charge. This ensures that your purchase is protected against loss, damage, or theft during transit. With Navidium, you can shop with confidence, knowing that your order is safeguarded every step of the way, providing you with added peace of mind.
If the product arrives damaged, defective, or breaks within 14 days of delivery, we will reimburse you for the shipping cost along with your refund once we receive the item.
If the product is not damaged, defective, or broken within 14 days of delivery, the customer is responsible for the return shipping costs, including any shipping insurance coverages.
If your item arrives damaged, defective, or breaks from normal use within 14 days of receiving the item, please follow these steps to help us resolve the issue smoothly:
1. Initiate Your Return:
2. Await Return Approval and Label (if applicable):
We will review your request and typically respond within 2 business days.
3. Prepare Your Return Package:
4. Return Shipment:
5. Return Processing and Updates:
Instruments will incur a restocking fee of $15 if the order is canceled or returned for reasons unrelated to defects or errors made by Ploutone. This cost covers the time and effort required to carefully inspect the instrument for defects or damage, re-string the instrument, and set it up, and repackage it for sale.
Please reach out via our Contact Page if you have any remaining questions or feedback about our Returns and Exchanges Policy.