Refund policy
RETURNS & REFUND POLICY
Mestric Guitars
Effective Date: 1 May 2026
Each Mestric guitar is a handcrafted, individually numbered instrument built by a single maker. We aim to give you the very best experience possible when purchasing your new guitar, but understand that sometimes a guitar may not be the perfect fit for you. So we want to assure you that should you find your new Mestric Guitar is not to your liking, you are able to return it for a refund.
Change of Mind
If you receive your new Mestric Guitar and find that it just doesn't work out for you, you will be able to return it within 14 Days and receive a refund. Please note that shipping fees paid to have the guitar delivered to you are not refundable and you will need to pay actual shipping costs to return the guitar to Mestric Guitars in Port Macquarie. Guitars can also be returned in person by arrangement. Should you need to return your new guitar, just contact us within 14 days of receiving it to start the process. Please retain the original shipping packaging to aid the return process. To be eligible for returns, the guitar and all included materials must be in unaltered and undamaged condition.
Faulty Instruments
If your guitar arrives with a manufacturing defect, please contact us within 7 days of delivery. To lodge a claim, email us with:
- Your order number
- A description of the issue
- Clear photographs of the damage or defect
We will assess each case individually and arrange an appropriate remedy, which may include repair, replacement, or refund at our discretion. We do not cover damage resulting from improper storage, environmental conditions, modification, or misuse.
Transit Insurance
All guitars are shipped fully insured. If damage occurs in transit, we will work with you to manage the insurance claim process. Any report of damage in transit must be reported within 24 hours of receiving your delivery. Please check you delivery as soon as possible once it has arrived. You must retain all original packaging until the claim is resolved.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Custom Orders and Deposits
Where a custom build or pre-order is arranged in writing, deposits are non-refundable unless Mestric Guitars is unable to fulfil the agreed order. Custom build terms will be specified in writing at the time of agreement.
Contact
For any questions about this policy or to lodge a concern, please contact:
Mestric Guitars
Port Macquarie, NSW, Australia
Email: info@mestricguitars.com.au
Last updated: 1 May 2026