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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. 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.
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.
If your item is damaged, defective, or breaks from normal use within 7 days of receiving it, please follow these steps to help us resolve the issue as smoothly as possible:
Take a picture of the product immediately upon noticing any damage. This includes the packaging at the time of delivery.
Send the images to info@ploutone.com along with your order number and any other relevant details about the issue.
After we assess the issue and confirm eligibility for a return, you will receive a shipping address and Return Code from info@ploutone.com. You will need this information to complete the return process outlined below.
Customers have 60 days from the date of delivery to report any products that fail or break during normal use. Refunds and exchanges for products reported after the 60-day “No Questions Asked” period will be provided at the discretion of Ploutone.
While we strive to offer refunds to all customers who request them, a small number of cases may involve misuse of this policy. Therefore, returns and exchanges are handled on a case-by-case basis.
We are committed to building trustworthy relationships with our customers. We carefully select high-quality products to ensure your satisfaction and welcome all feedback from our community. Please don’t hesitate to reach out if you have any questions or concerns.
Let me know if you want it adjusted for tone or length!
We do not offer returns or refunds on custom orders.
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).
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.
Navidium protects your purchase against loss, damage, or theft during transit. Shop with confidence knowing your order is safeguarded every step of the way.
Feature | With Navidium Shipping Protection | Without Navidium Shipping Protection |
---|---|---|
Expedited replacements | Yes | No |
Free exchanges (any reason) | Yes | No |
All shipping costs covered | Yes | No |
Protection against loss/damage | Yes | No |
By selecting Navidium Shipping Protection at checkout, you agree to these terms. This service is non-refundable once your order has shipped.
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.
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. 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:
Please reach out via our Contact Page if you have any remaining questions or feedback about our Returns and Exchanges Policy.