Select Page

The Guitar Gallery – Warranty & Returns Policy

We want you to be delighted with your purchase, and our Refund & Returns policy is here to give you advice.

Warranty Periods

We offer a standard minimum 12 month warranty on all new items sold – this may be longer depending on a particular manufacturers warranty. For all used items, we offer a 6 month warranty.

Occasionally, some items are sold as seen, with no warranty, or a partial warranty with certain things excepted. This will be explained to you at sale time, and also noted on your receipt. If you have an issue, we will do our best to sort things out as quickly as possible.

Please note, for all new Fender products warranty, it will require the item to be returned to the distributor in Hawkes Bay without exception. This is their rule, and we are unable to use our local technicians. Our experience over the last 12 months is that this generally adds approximately 7-14 days to the turnaround but could be longer. We will update you on progress.

 Faulty Items

If it is a minor fault, we will repair the item in the first instance. If this is not possible, we will replace the product – both at no cost to you. If both of these options are not available, we will give you a refund.

 Returning an Item

To return your product, you should contact the store you were dealing with and make arrangements to send your product to the store you purchased from – check our Contact Us page for the store addresses.

For faulty items, we will cover the reasonable cost of returning the item. (Reasonable cost means equivalent to our cost).  If the items turns out not to be faulty (i.e. user error), or damaged (i.e. incorrect power supply used), you will be responsible for paying for your own shipping costs. If we have arranged shipping, you will be required to pay for the collection and re-delivery before we dispatch the item back to you. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning an item, you must use a tracked and ‘Signed For’ service, otherwise we can’t guarantee that we will receive your returned item. Please be aware that NZ Post / Courier Post drivers in Auckland frequently ‘invent’ an ‘ATL’ or ‘Authority to Leave’ and leave a signed for parcel unattended. We have no such arrangement with them and accept no responsibility if loss or damage occurs should this eventuate. If the item is sent by you and is lost, it it you responsibility to gain compensation from your shipper. Be aware, most parcels are only covered up to $2,000.

Important – Due to the poor quality of service we have historically received, we strongly advise NOT using Aramex to ship items to us, and please see our note about NZ Post / Courier Post above.


Change of Mind (Or my partner found out how much I spent..)

By law, we are not required to give you a refund if you have changed your mind about a purchase. Please choose carefully (and don’t hide it from your partner!). If the item you are purchasing is a gift, contact us using the enquiry form on the product page or let the salesperson instore know at the time and they will let you know what may be possible in the event of it being wrong.

If an exchange is allowed, the items must be returned in the original complete packaging, and without use or any marks / damage to the item and its packaging. All shipping costs will be your responsibility. If an item is taken back into stock, a 25% restocking fee will be deducted from any refund.