Warranty

 

What's Covered:

Purchases with Artist Guitars come with a 3-year Warranty. Warranty is only valid to the original purchaser and in the original country of purchase. Please take note of your order number to help us verify your purchase in the event of a warranty claim.

If the issue can be fixed by replacing a part, we will send it to you free of charge. Spare parts are shipped from our office in Sydney, Australia. If more extensive work is required our Customer Happiness department will arrange a free return slip or courier collection to get your item returned for further assessment. 

If your product is less than 100 days old, see our 100 Days Free Returns Policy.  If it is over 100 days old, read on:

1. If an item within warranty requires a return there will be no cost to the customer. Artist Guitars will arrange and cover the cost of returns.
2. If the product has a minor issue, Artist Guitars will choose the most appropriate course of action to best resolve the issue for the customer. This usually means Repair or Exchange.
3. If the product has a major issue*, the customer is entitled to their choice of Repair, Exchange or Refund.
4. Once the item is received by Artist Guitars the repair or exchange will be processed within 48 hours and the customer notified by email or telephone of any action to be taken. To assist with the assessment, please include photos/videos clearly showing the fault in your Support Ticket.
5. If your item is damaged upon arrival, please contact us immediately to assist with our insurance claim.

*A product has a major issue when it:

• is unsafe.
• is very different from the description or sample.
• has either one serious problem or several smaller problems that would stop someone from buying the product if they knew about it beforehand.
• can’t be used for its normal purpose, or another purpose the consumer told the seller about before they bought it, and can’t easily be fixed within a reasonable time.

What We Don't Cover:

1. Consumable products (such as strings, instrument cables, valves, etc.) are not covered by warranty. 
2. Misuse, damage, neglect, or broken hardware caused by dropping/damaging the item. 
3. Misplaced or lost items are not covered by warranty.
4. Any unauthorised modifications or repairs. 
5. General wear and tear – (fret wear, dirty fretboards, nut wear) – or imperfections in the finish caused by the customer.
6. Labour for repairs done by other companies (If the item is returned to us there is no labour charge).
7. Guitar set-up or adjustments – although we do offer lots of support here on our website.
8. Imperfections in an instrument - lots of our instruments are made of wood and each has minor differences. Our QC process is very strict but it's still not possible to make instruments that are identical and flawless. If you are not satisfied with an instrument, you are covered by our 100 Days Free Returns Policy.
9. The product specifically described as "damaged" or "faulty" is sold as is and not covered under this warranty. Please carefully read the descriptions of Bargain Bin items to make sure you are aware of the condition of the item.

More Information:

1. List of Consumable Items: Strings (Guitar, Bass, Violin, etc.), Drumsticks, Drum Skins (Electric and Acoustic), Instrument Cables, Cleaning Products, Batteries, and Valves (Valves have a 90-day burnout warranty).
2. Instruments are fragile and must be treated with care. The best protection for a guitar is a padded hard case—carry bags are useful for transporting instruments, but they do not have sufficient padding to withstand force or impacts.
3. Your purchase comes with a shipping guarantee and is completely covered in the event that it is lost in transit. However, if an item has been misplaced after it has been delivered, it will not be covered by warranty.
4. If an item has stickers, drawings, or any cosmetic changes, these must be completely removed before the item is returned.
5. This also includes wear and tear from previous owners, such as when you buy a Bargain Bin item.
6. Although it may be more convenient to take the item to a local luthier, we cannot verify the quality of the repair unless it is returned directly to us. Taking a faulty item to a third-party repairer will not be covered by Artist Guitars.

If your item is faulty please email or phone us with a description of the fault and we will begin the warranty process.