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Veteran Owned 
Proudly Made in America

Refund Policy

Effective Date: August 6, 2025

 

At Masami Guitars LLC, we want you to be completely satisfied with your purchase from our website, www.mamasiguitars.com. This Refund Policy outlines the terms and conditions for returns, refunds, and exchanges for products purchased through our website. If you have any questions, please contact us at the details provided below.

 

1. Eligibility for ReturnsTo be eligible for a return, your item must meet the following conditions:

  • Timeframe: The item must be returned within 30 days of delivery.

  • Condition: The item must be unused, in its original condition, and in its original packaging, with all accessories, manuals, and tags included.

  • Proof of Purchase: A receipt, order confirmation, or order number must accompany the return.

  • Exclusions: Custom-made or personalized guitars, clearance items, and gift cards are non-returnable unless defective or damaged upon receipt.

 

2. Return Process

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@masamiguitars.com (mailto:info@masamiguitars.com) or call 480-702-1131 to request a return authorization (RA) number within 30 days of delivery. Provide your order number and reason for the return.

  2. Package the Item: Securely pack the item in its original packaging, including all accessories and documentation. Include the RA number on the package.

  3. Ship the Item: Return the item to:
    Masami Guitars LLC
    2036 N. Gilbert Road, Suite 2494
    Mesa, AZ 85203
    You are responsible for return shipping costs unless the item is defective or was shipped in error.

  4. Inspection: Once we receive and inspect the returned item, we will notify you via email about the approval or rejection of your return.

 

3. Refunds

  • Approved Refunds: If your return is approved, we will process a refund to your original payment method within 7-10 business days of receiving the item. The refund will include the purchase price, excluding original shipping costs, unless the return is due to our error or a defective product.

  • Non-Approved Returns: If the item does not meet our return conditions (e.g., used, damaged, or outside the return window), we may reject the return and send the item back to you at your expense.

  • Shipping Costs: Original shipping costs are non-refundable unless the item was defective, damaged, or shipped incorrectly.

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4. Exchanges

  • We offer exchanges for the same or a similar item (subject to availability) within 30 days of delivery. To request an exchange, follow the return process above and specify your preference for an exchange. You are responsible for return shipping costs, and we will cover shipping for the replacement item unless the exchange is due to our error or a defective product.

  • If the replacement item is of higher value, you will be responsible for the price difference. If it is of lower value, we will refund the difference.

 

5. Defective or Damaged ItemsIf your guitar arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at info@masamiguitars.com (mailto:info@masamiguitars.com) or 480-702-1131. Provide your order number, a description of the issue, and photos of the damage or defect, including the packaging.

  • Resolution: We will provide a replacement, repair, or full refund (including shipping costs) at our discretion.

  • Shipping: We will provide a prepaid return shipping label for defective or damaged items.

 

6. Custom or Made-to-Order GuitarsCustom or made-to-order guitars are non-returnable and non-refunded unless they arrive defective or damaged. Due to the personalized nature of these items, we encourage you to carefully review your order specifications before purchase.

 

7. Cancellations

  • Before Shipment: You may cancel your order before it ships by contacting us at info@masamiguitars.com (mailto:info@masamiguitars.com) or 480-702-1131. We will issue a full refund to your original payment method.

  • After Shipment: Once an order has shipped, it is subject to our standard return process outlined above.

  • Custom Orders: Cancellations for custom or made-to-order guitars may not be possible once production has begun. Contact us immediately to discuss options.

 

8. Non-Returnable ItemsThe following items are non-returnable unless defective or damaged:

  • Custom or personalized guitars.

  • Clearance or sale items marked as “final sale.”

  • Gift cards or digital products.

 

9. International Returns

For international orders, customers are responsible for return shipping costs and any applicable customs duties or fees, unless the return is due to a defective or incorrect item. Contact us at info@masamiguitars.com (mailto:info@masamiguitars.com) for instructions on international returns.

 

10. Contact UsFor questions or assistance with returns, refunds, or exchanges, please reach out to:Masami Guitars LLC
2036 N. Gilbert Road, Suite 2494
Mesa, AZ 85203
Email: info@masamiguitars.com (mailto:info@masamiguitars.com)
Phone: 480-702-1131

 

We aim to respond to inquiries within 1-2 business days.

 

11. Changes to This Refund PolicyWe may update this Refund Policy to reflect changes in our processes or legal requirements. Updates will be posted on our website with a revised effective date.

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