Refund policy

RETURN POLICY – X GUITARS AUSTRALIA

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be:

  • In the same condition as received

  • Unused and unmarked

  • Returned with all accessories

  • In its original packaging

  • Accompanied by proof of purchase

Items that show signs of use, wear, damage, or alteration may not be eligible for a refund.

How to Start a Return

To request a return, please contact us first:

📧 hello@xguitars.com.au
📱 0450 538 117 (call or text for urgent enquiries)

Returns sent without prior approval will not be accepted.

Once approved, we’ll provide clear instructions on how and where to return your item.

Shipping Fees

  • Return shipping costs are the responsibility of the customer

  • Original shipping charges (if any) are non-refundable

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery and contact us immediately if your item is:

  • Damaged

  • Defective

  • Incorrect

📧 hello@xguitars.com.au
📱 0450 538 117

We’ll assess the issue promptly and work with you to resolve it.

Non-Returnable Items

The following items are not eligible for return:

  • Custom or special-order products

  • Personalised items

  • Sale or clearance items

  • Gift cards

If you’re unsure whether your item qualifies, please contact us before purchasing.

Exchanges

The fastest way to receive a different item is to:

  1. Request a return for your original purchase, and

  2. Place a new order once the return is approved.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, for any reason.

Items must be returned unused, in original condition, and with proof of purchase.

Refunds

Once your return is received and inspected, we’ll notify you of the approval status.

If approved:

  • Refunds will be issued to your original payment method

  • Processing time is within 10 business days

  • Your bank or card provider may take additional time to finalise the refund

If more than 15 business days have passed since approval, please contact us:

📧 hello@xguitars.com.au
📱 0450 538 117