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: 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.

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.

II. 14-Day Defective or Damaged Product Returns

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.

III. Custom Orders

We do not offer returns or refunds on custom orders.

IV. Headache-Free Shipping with Navidium

A. Free Return Shipping for Exchanges:

Customers who opt for Navidium Shipping Protection will enjoy the added benefit of free return shipping for exchanges or replacements. 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. 

B. Shipping Insurance Coverage:

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.

V. Who Pays Return Shipping?

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.

VI. Return Process

A. For damaged or defective items: 

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. 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.