Refund policy

I. 60-Day Returns

We want you to love your gear. If you're not completely satisfied with your purchase, you may request a return within 60 days of delivery.

To be eligible for a refund, returned items must be in saleable condition and include all original packaging, manuals, accessories, and components.

All returns require prior written authorization from Ploutone. Please contact info@ploutone.com before returning any item.

Refusal of delivery is not considered a valid return. Customers must accept delivery and contact us to arrange a return.

A. Items Subject to Additional Conditions

Certain items, including hardware and pickguards, must meet the following requirements to qualify for a refund:

• Protective films must remain intact and unremoved.
• Items must show no signs of installation, use, modification, soldering, scratches, or mounting marks.
• Original packaging must be included.

Non-defective returns of certain products, including guitars, hardware, and pickguards, may be subject to a restocking fee of up to 20% of the purchase price, not to exceed $25.

Important Note: Filing a payment dispute or chargeback before a return is authorized or the 7-day inspection period is complete freezes our ability to process manual refunds. We strive to respond to all inquiries within 2 business days.

II. Damaged, Defective, or Failed Products

If your item arrives damaged, defective, or fails during normal use within 60 days of delivery, contact us at info@ploutone.com.

Please include your order number, a description of the issue, and photographs whenever possible.

Approved claims may be resolved through a replacement, repair, store credit, or refund at Ploutone's discretion.

III. Custom Orders

Custom orders are final sale and are not eligible for return, refund, or exchange.

IV. Navidium Shipping Protection

A. Lost, Damaged, or Stolen Shipments

Navidium Shipping Protection covers shipments that are lost, damaged, or stolen during transit worldwide.

If a protected shipment is lost, damaged, or stolen, Ploutone will provide an expedited replacement at no additional cost. If a replacement is unavailable, a full refund for the affected item will be issued.

Claims for lost or missing packages must be submitted within 30 days of the last tracking update or delivery date. Claims for damaged shipments must be submitted within 5 days of delivery and include photographs of the product and packaging.

B. Exchange Benefits

Navidium Shipping Protection is primarily intended to protect shipments during transit. As an added benefit, certain orders may qualify for exchange shipping assistance.

• Domestic Standard-Sized Items: One complimentary exchange for a different size, color, or item. Ploutone will provide a prepaid return label and ship the replacement at no additional cost.
• Oversized Items: Guitars, amplifiers, speaker cabinets, and other oversized products are not eligible for complimentary exchange shipping. Customers are responsible for all exchange shipping costs.
• International Orders: Customers are responsible for all shipping costs associated with preference-based exchanges, including return shipping and shipment of the replacement item.

C. Exclusions

Navidium Shipping Protection does not cover:

• Shipping delays where the package is not lost.
• Incorrect or incomplete addresses provided by the customer.
• Packages held by customs.
• Orders returned to sender due to customer error.
• Import duties, taxes, or customs fees.

D. Key Benefits at a Glance

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

V. Return Shipping

Unless otherwise stated in the Navidium Shipping Protection section above, customers are responsible for return shipping costs and any shipping insurance associated with their return.

If a return is approved due to a product defect, shipping damage, or fulfillment error, Ploutone may provide a prepaid return label or reimburse reasonable return shipping costs.

VI. How to Start a Return or Claim

1. Email info@ploutone.com with your order number.
2. Describe the issue or reason for return.
3. Attach photographs if the item is damaged, defective, or incorrect.
4. Wait for return authorization and shipping instructions before sending any item.

VII. Responsible Use of This Policy

We reserve the right to refuse returns, exchanges, refunds, or shipping protection claims that we believe are abusive, fraudulent, excessive, or inconsistent with the intent of this policy.

Questions? Contact us anytime at info@ploutone.com.