I. 60-Day Returns, No Questions Asked

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. Please note that return labels provided will only contain the original delivery address. We are unable to issue return labels for alternate addresses.

Restocking Fees: Some items including, but not limited to guitars, hardware, and pickguards may be subject to 20% restocking fees, up to, but not exceeding the amount of $25. These fees help cover the costs associated with inspecting, repackaging, and reselling returned items.

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.

A. Exclusions

Consumable products such as strings, picks, and some hardware, including bridges and pickguards, must be returned unused, in their original condition, and with all original packaging.

Returns for these products will be handled on a case-by-case basis. We appreciate your understanding.

A. 7-Day Returns for Damaged or Defective Items

If your item arrives damaged, defective, or is not functioning as expected, you may request a return or exchange within 7 days of delivery.
To begin the process:

1. Take clear photos of the item and packaging immediately upon discovering the issue.

2. Email your order number, photos, and a brief description of the problem to info@ploutone.com.

3. Once we confirm eligibility, we will provide you with a Return Code and shipping instructions.

B. 60-Day Coverage for Product Failures

If your product fails or breaks during normal use within 60 days of delivery, please contact us as above. Approval of refunds or exchanges after 7 days (but before 60 days) will be at our discretion, based on the specific circumstances

III. Custom Orders

We do not offer returns or refunds on custom orders.

IV. Headache-Free Shipping with Navidium

A. Expedited Replacements for Lost, Damaged, or Missing Items

With Navidium Shipping Protection, if your order is lost, damaged, or missing during transit, Ploutone will send you an expedited replacement absolutely free. All shipping costs for replacements are fully covered by us, so you never pay extra. If a replacement is unavailable, we will issue a full refund for the item’s value.

No lengthy claims process—just fast, hassle-free service. Contact us within 30 days of the last tracking update or delivery date for lost or missing items, or within 5 days of receipt for damaged items (please include photos).

B. Free Exchanges and Replacements (Any Reason)

Navidium also covers free exchanges or replacements if you want a different item, color, or size. Simply let us know, and we’ll handle the return shipping and send your new item at no extra charge.

C. Comprehensive Shipping Protection

Navidium protects your purchase against loss, damage, or theft during transit. Shop with confidence knowing your order is safeguarded every step of the way.

D. What’s Not Covered

• Packages delayed in transit (but not lost)
• Incorrect or incomplete shipping addresses provided by the customer
• Orders held in customs or marked as “return to sender” due to address issues

E. How to File a Claim or Request an Exchange

1. Email us at info@ploutone.com with your order number, a description of the issue, and photos if applicable.
2. For lost packages, please wait 7 days (domestic) or 15–30 days (international) from the last tracking update before contacting us.
3. For damaged items, contact us within 7 days of delivery.

F. Key Benefits of Navidium Shipping Protection

By selecting Navidium Shipping Protection at checkout, you agree to these terms. This service is non-refundable once your order has shipped. 

V. Who Pays Return Shipping?

If the product arrives damaged or defective we will reimburse you for the shipping cost along with your refund once we receive the item. 

If the product is not damaged or defective the customer is responsible for the return shipping costs, including any shipping insurance coverages.

VI. Return Process

A. For damaged or defective items: 

If your item arrives damaged, defective, or breaks from normal use within 7 days of receiving the item, please follow these steps to help us resolve the issue smoothly:

1. Take Photos: Take a picture of the product at the first sign of damage, including the packaging, upon delivery.
2. Email Us: Send the images to info@ploutone.com along with your order number and any other relevant information about the issue.
3. Assessment and Approval: After assessing the issue and deeming it eligible for a return, you will receive a shipping address and return label from info@ploutone.com. This information is necessary for the steps outlined in the Return Process below. 

B. Standard Return Process (Within 60 Days)

1. Initiate Your Return:

• Email info@ploutone.com with your order number in the subject line.
• Briefly state the reason for your return (optional but helpful). 

2. Await Return Approval and Label (if applicable):

We will review your request and typically respond within 2 business days.

• If your return is approved and qualifies for free return shipping (see details below), we'll send you a printable return label via email. 

3. Prepare Your Return Package: 

• For a full refund: Include the original packaging, any manuals, accessories, and the packing slip with your return.
• Securely pack the product to prevent damage during shipping. Avoid using duct tape, glue, or other potentially damaging materials directly on the product packaging. 

4. Return Shipment: 

• Print the provided return label (if applicable) and attach it to your package.
• We recommend using a trackable shipping method like FedEx or USPS.
• Consider purchasing shipping insurance for added protection. While Ploutone is not liable for returns lost or damaged in transit by the shipping carrier, having insurance ensures you're reimbursed for the value of your return.

5. Return Processing and Updates:

• You'll receive a notification once we receive your return (within 14 days).
• We'll then assess your return and inform you of your refund or exchange eligibility within 7 business days.

Please reach out via our Contact Page if you have any remaining questions or feedback about our Returns and Exchanges Policy.