Refund, Return & Warranty Policy — El Cajon Guitars & Music

We’re musicians, not lawyers — but this policy protects both of us. Please read carefully before purchasing. By completing a sale, you agree to these terms. This policy may be updated or modified at any time without notice.

All Sales Final

All sales are final unless otherwise required by law or explicitly approved by El Cajon Guitars & Music. Once an item leaves our store or is picked up by the customer, it is considered accepted in the condition received.

• In-store and in-store pickup sales are final. Customers have the opportunity to inspect items at time of pickup or delivery.
• If a customer accepts delivery without original manufacturer packaging, protective covers, or inserts, or transports the item using their own case or packaging, the sale is final and the item is ineligible for return.
• We reserve the right to refuse any sale or return at our discretion.

Exceptions We Cover

We will accept returns or exchanges only in the following cases:

• Wrong item shipped (our error): We’ll correct it and cover return shipping.
• Damaged in transit: Keep all packaging and notify us within 48 hours of delivery. We will assist with the claim and arrange replacement or refund.
• Defective on arrival (DOA): Notify us within 7 days of delivery. We’ll coordinate a manufacturer or SureBright warranty solution.

Discretionary Returns (If Approved)

In rare cases where a return is approved at our discretion:

• RMA required: Contact us first for authorization. Unauthorized returns will be refused.
• Buyer pays return shipping via insured, trackable carrier.
• Condition: Item must be in like-new condition with all original packaging, accessories, manuals, and tags intact.
• Restocking fee: Minimum 15% of the item price. Up to 25% may apply if used, missing materials, or requiring reconditioning.
• Refund method: Refunds are issued to the original payment method after inspection. Shipping costs and payment processing fees are non-refundable.

Payment Processing Fees

Credit card and online payment processors (e.g., Shopify, Visa, Mastercard, PayPal) charge non-refundable fees on all transactions. These fees (typically 2.9–3.5%) are non-refundable and will be deducted from any approved return or included within restocking fees.

Non-Returnable Items

• Opened consumables (strings, reeds, picks, cleaners, etc.)
• Microphones, earplugs, harmonicas, in-ear monitors, and other hygiene-sensitive items once opened
• Special orders, custom builds, clearance, or final-sale items
• Items showing wear, use, damage, or alteration after delivery
• Gift cards and store credits — non-refundable and not redeemable for cash except where required by California law

Condition & Customer Responsibility

• Cosmetic imperfections such as scratches, scuffs, or marks caused after sale are not covered under warranty or returnable.
• Any cosmetic or functional issues must be reported at time of delivery or pickup. Afterward, it is assumed the customer caused the issue.
• Customers are responsible for retaining original receipts, serial numbers, and all packaging for warranty or insurance purposes.

Warranties

• Manufacturer warranties: New products include manufacturer warranties. Customers must register products directly with the manufacturer and handle warranty claims as required.
• Extended warranties: We highly recommend SureBright for extended product and shipping protection. Customers must register warranties through SureBright at the time of purchase or within their allowable window.
• Our responsibility: Warranty claims after sale or dispatch are between the customer and the manufacturer or SureBright. We are not responsible for warranty processing, shipping, or claim outcomes.

Price Match (Before Purchase Only)

We believe in fair, honest pricing. If you find the same item in stock at an authorized dealer, contact us before purchase. We will do our best to match their price within manufacturer and MAP guidelines. Price adjustments are not offered after purchase, as market and vendor pricing fluctuate over time.

Privacy, Recordings & Dispute Resolution

• Our premises may use audio and video recording for security and quality control. By entering our store or completing a sale, customers consent to these recordings being used to verify transactions or resolve disputes.
• Recordings may be shared only as relevant to a dispute, warranty claim, or review response.
• In case of a disagreement, both parties agree to resolve disputes through binding arbitration under California law, with costs shared equally among parties involved.
• El Cajon Guitars & Music LLC’s total liability shall not exceed the original purchase amount.

Contact Us

Always contact us before returning any item.

• Phone: 619-334-3113
• Email: info@ecgmusic.com
• Address: 1935 Friendship Drive, Suite E, El Cajon, CA 92020

We’re a small, independent shop built by musicians, for musicians. We appreciate your understanding and support as we work hard to deliver quality gear and service every time.

Related Policies

For complete transparency, please review our other store policies:

• Privacy Policy
• Terms of Service
• Shipping Policy
• Contact & Customer Support

All policies are subject to change at any time without prior notice. The most current version of each policy will always be available on this website.