Refund & Return Policy

At Grays Custom Guitar Shop, we stand behind the quality of every item we sell. If you’re not completely satisfied with your purchase, we’re here to help — within reason and with respect for the nature of our products.

Return Eligibility

To be eligible for a return:

You must contact us within 7 days of receiving your order
The item must be unused, in original condition, and returned with all original packaging, accessories, and documentation
You must provide proof of purchase (receipt or order number)

Non-Returnable Items

Some items are final sale and cannot be returned, including:

Custom or special-order instruments
Items showing signs of use, modification, or damage
Consumables (e.g., strings, polish, picks) that have been opened
Gift cards or digital products

Refunds

Once we receive and inspect your return, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed back to your original payment method within 5–10 business days.

Please note: shipping costs are non-refundable, and return shipping is the buyer’s responsibility unless the item arrived damaged or incorrect.

Damaged or Incorrect Items

If your item arrives damaged or you received the wrong product, please contact us at info@grayscustomguitarshop.cawithin 48 hours of delivery. Be sure to include photos and your order number — we’ll work quickly to make it right.

Exchanges

If you’d like to exchange an item, please reach out to info@grayscustomguitarshop.ca and we’ll do our best to accommodate your request, depending on stock availability.