Returns and Exchanges

Returns and Exchanges Policy

I. 60-Day Returns, No Questions Asked

We provide our customers with up to 60 days after delivery to determine whether a product is right for them. We understand that it can take time to get used to new gear, and we do not want you to feel pressured to decide whether to keep or return a product before you have had a reasonable opportunity to evaluate it.

If you are not satisfied with your purchase, you may request a return within 60 days of delivery, no questions asked. Please contact us at info@ploutone.com for assistance.

All returns must be approved by Ploutone in writing before the item is shipped back. Customers are not eligible for a full or partial refund unless Ploutone has explicitly approved the return in writing.

Items returned within the 60-day period must be in saleable condition and include the original packaging, included accessories, and manuals. Products returned for reasons unrelated to damage, defects, or product failure must be returned in working condition to qualify for a full refund.

Return labels provided by Ploutone will contain only the original delivery address. We are unable to issue return labels for alternate addresses.

Restocking Fees

Certain items, including but not limited to guitars, hardware, and pickguards, may be subject to a 25% restocking fee, up to but not exceeding $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 you would like to return an item, you must first accept delivery and then request a return in accordance with this policy.

II. Special Conditions for Hardware and Pickguards

Although we offer a 60-day return window, certain items, including hardware and pickguards, must meet the following requirements to remain in saleable condition and qualify for a refund:

  • Protective Film: Pickguards must be returned with the original protective plastic film fully intact and unpeeled.
  • No Signs of Installation: Items showing signs of installation, including screw marks, scratches, or solder residue, are not considered saleable and are ineligible for a refund.
  • Original Packaging: Items must be returned unused, in their original condition, and with all original, unopened packaging.
  • Restocking Fees: As described above, non-defective hardware and pickguards may be subject to a 25% restocking fee, up to but not exceeding $25.

Important: Filing a payment dispute or chargeback before a return is authorized or the applicable inspection period is complete may prevent us from processing a manual refund while the dispute is pending. We strive to respond to all inquiries within 2 business days.

III. Damaged, Defective, or Failed Products

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 its packaging as soon as you discover 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 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 at info@ploutone.com and provide your order number along with a description and, if applicable, photos of the issue.

Approval of a refund or exchange for a product failure occurring more than 7 days but within 60 days of delivery will be determined at our discretion based on the specific circumstances.

IV. Custom Orders and Special Orders

We do not offer returns or refunds on custom orders, special orders, or products listed for preorder. Custom orders and special orders cannot be canceled once the purchase has been completed.

If you select Navidium Shipping Protection at checkout and your order is lost, damaged, or missing during transit, Ploutone will provide an expedited replacement when the claim is approved. The applicable shipping costs for returning the original item, when required, and shipping the replacement item will be covered under Navidium.

If a replacement is unavailable, we will issue a refund for the item’s value in accordance with the applicable terms of this policy.

For lost or missing items, contact us within 30 days of the last tracking update or delivery date. For damaged items, contact us within 7 days of receipt and include photos of the item and packaging.

Navidium Shipping Protection also covers the applicable shipping costs for approved exchanges or replacements if you would like a different item, color, or size. This includes the cost of returning the original item and shipping the replacement item.

Navidium covers applicable shipping costs, but it does not automatically cover a difference in the merchandise price. The replacement item must be of equal or lesser value unless you pay the difference in price.

If you exchange an item for one that costs more than the original item, you must pay the difference before the replacement is shipped. For example, exchanging a $29.99 black pickguard for a $36.99 blue pearl pickguard would require payment of the $7.00 difference.

If you exchange an item for one that costs less than the original item, we will issue a credit or partial refund for the difference in price. Any applicable restocking fees or other deductions under this policy may still apply.

Navidium Shipping Protection helps protect your purchase against loss, damage, or theft during transit. By selecting Navidium Shipping Protection, you may be eligible for assistance with approved claims, exchanges, and replacements under the terms described in this policy.

  • Packages delayed in transit but not considered lost
  • Incorrect or incomplete shipping addresses provided by the customer
  • Orders held in customs or marked as “return to sender” because of address issues
  1. Email info@ploutone.com with your order number, a description of the issue, and photos if applicable.
  2. For lost packages, please wait 7 days for domestic shipments or 15–30 days for international shipments from the last tracking update before contacting us.
  3. For damaged items, contact us within 7 days of delivery and include photos of the item and packaging.
  4. For exchanges or replacements, identify the item you would like to receive. We will confirm whether the request is approved and inform you of any applicable price difference before processing the exchange.
Feature With Navidium Shipping Protection Without Navidium Shipping Protection
Expedited replacements Available for approved claims Not included
Exchange shipping costs Covered for approved exchanges Not included
Replacement shipping costs Covered for approved replacements Not included
Merchandise price differences Customer pays any increase; receives a credit or partial refund for any decrease Customer responsibility
Protection against loss or damage during transit Available for approved claims Not included

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

VI. Who Pays Return Shipping?

If a product arrives damaged or defective and the return is approved, Ploutone will cover or reimburse the applicable return shipping cost in accordance with the terms of this policy. If a refund is approved, any eligible shipping reimbursement will be processed along with the refund after we receive and inspect the item.

If a product is not damaged or defective, the customer is generally responsible for the return shipping costs, including any shipping insurance coverage, unless the customer selected Navidium Shipping Protection and the return is part of an approved exchange or replacement covered under the Navidium terms above.

When Navidium applies, it covers the applicable shipping costs for returning the original item and shipping the replacement item. Customers remain responsible for any difference in merchandise price between the original item and the replacement item.

VII. Return and Exchange Process

A. Damaged or Defective Items

If your item arrives damaged, defective, or breaks during normal use within the applicable coverage period, please follow these steps:

  1. Take Photos: Photograph the product and packaging as soon as you discover the damage or defect.
  2. Email Us: Send the photos to info@ploutone.com along with your order number and a description of the issue.
  3. Receive Approval: After reviewing the issue and determining that the item is eligible for a return or exchange, we will provide a Return Code, shipping instructions, and a return label when applicable.

B. Standard Return Process Within 60 Days

1. Initiate Your Return or Exchange

  • Email info@ploutone.com with your order number in the subject line.
  • State whether you are requesting a return, refund, or exchange.
  • Briefly describe the reason for the return or exchange. This information is optional but helpful.

2. Await Return Approval and Instructions

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

If your request is approved, we will provide return instructions and a printable return label when applicable. Return labels provided by Ploutone will contain only the original delivery address.

If the request is for an exchange, we will confirm the replacement item and identify any price difference before the exchange is processed. Customers must pay any price increase before the replacement is shipped. If the replacement costs less, we will issue a credit or partial refund for the difference, subject to any applicable restocking fees or other deductions under this policy.

3. Prepare Your Return Package

  • For a full refund, include the original packaging, manuals, accessories, and 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.
  • Hardware and pickguards must meet the requirements described in Section II, including the protective-film and no-installation requirements.

4. Ship Your Return

  • Print the provided return label, when applicable, and attach it securely to your package.
  • If you are responsible for arranging return shipping, we recommend using a trackable shipping method such as FedEx or USPS.
  • Consider purchasing shipping insurance for added protection. Ploutone is not liable for returns that are lost or damaged in transit by the shipping carrier unless otherwise covered under an approved Navidium claim.

5. Return Processing and Updates

  • We will notify you when we receive your return. Please allow up to 14 days for the return shipment to arrive.
  • After receiving the return, we will inspect the item and notify you of your refund or exchange eligibility within 7 business days.
  • Approved refunds, credits, or partial refunds will be processed after the inspection is complete and any applicable fees or deductions have been applied.

VIII. Responsible Use of the Return Policy

We strive to provide a hassle-free return experience for our customers. However, we reserve the right to limit or suspend return privileges for individuals who misuse or exploit this policy. This includes, but is not limited to, excessive returns, attempting to return used or damaged items that are not eligible for return, or other actions that violate the spirit of this policy.

We aim to ensure that this policy is used fairly and responsibly so we can continue to provide excellent service to all of our customers.

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