Refund, Return & Warranty Policy

El Cajon Guitars & Music

Please review this policy carefully before completing your purchase. By placing an order, you agree to the terms outlined below.

This policy may be updated from time to time. The version posted on our website at the time of purchase governs that transaction.

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All Sales Final

All sales are final unless otherwise required by law or explicitly approved in writing by El Cajon Guitars & Music.

Once an item leaves our store or is delivered to 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 the time of pickup.

We reserve the right to refuse any return or sale at our discretion.

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Inspection Period for Shipped Orders

Customers receiving shipped orders must inspect the item promptly upon delivery.

• Shipping damage or visible condition concerns must be reported within 48 hours of confirmed delivery.
• Defective-on-arrival (DOA) concerns must be reported within 7 days of delivery.

All claims must include photographs of the item and original packaging.

Failure to report issues within these timeframes constitutes acceptance of the item as delivered.

This inspection period does not create or imply a general return policy.

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Situations We Will Address

Wrong Item Shipped (Our Error)

We will arrange correction and cover return shipping.

Verified Shipping Damage

Report within 48 hours and retain all original packaging.

We ship items insured. In the event of shipping damage, customers must cooperate in the carrier inspection and claims process, including providing photographs and retaining packaging.

Resolution (repair, replacement, or refund) will be coordinated following carrier or insurer claim determination.

Optional SureBright protection may provide additional coverage beyond standard carrier limits.

Verified Defective-on-Arrival (DOA)

Report within 7 days. We will coordinate repair, replacement, or manufacturer-supported resolution.

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Discretionary Returns (If Approved)

Returns outside the situations above are rare and require prior written authorization (RMA). Unauthorized returns will be refused.

If a discretionary return is approved:

• Buyer is responsible for insured, trackable return shipping
• Item must be in like-new condition with all original packaging and materials
• A minimum 20% restocking fee applies
• Up to 30% may apply if the item shows use, missing components, or requires reconditioning

Original outbound shipping charges are non-refundable.

Refunds are issued only after inspection and approval.

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Payment Processing & Transaction Fees

Payment processors (including Shopify Payments, Visa, Mastercard, PayPal, and similar providers) charge non-refundable transaction fees on all sales.

These fees are not returned to us if a refund is issued.

For any approved return, cancellation, or refund:

• A non-refundable 6% payment processing fee will be deducted from the refund amount
• This fee is separate from and in addition to any applicable restocking fees

This ensures non-recoverable transaction costs are not absorbed by the business.

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Special Orders, Pre-Orders & Custom Items

Special-order, custom, allocated, clearance, and final-sale items are non-returnable and non-refundable.

If full payment is required to secure an item from a manufacturer or production run, that payment becomes non-refundable once the order has been placed with the manufacturer.

Deposits on special-order or custom items are non-refundable.

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Non-Returnable Items

• Opened consumables (strings, reeds, picks, cleaners, etc.)
• Opened hygiene-sensitive items (microphones, in-ear monitors, earplugs, harmonicas)
• Special orders, custom builds, clearance, or final-sale items
• Items showing wear, misuse, modification, or damage after delivery
• Gift cards and store credits (non-refundable except where required by California law)

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Condition & Customer Responsibility

Cosmetic issues, finish variations, or wear occurring after delivery are not considered manufacturer defects.

Any cosmetic or functional concerns must be reported within the inspection window stated above.

Customers are responsible for retaining receipts, serial numbers, and original packaging for warranty or insurance purposes.

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90-Day Limited Defect Warranty

El Cajon Guitars & Music warrants that all new products sold are free from manufacturer defects in materials and workmanship for ninety (90) days from the date of delivery or pickup.

This limited warranty:

• Applies only to manufacturer defects in materials or workmanship
• Does not cover cosmetic issues, finish variations, normal wear, misuse, accidental damage, or customer-caused damage
• Does not constitute a 90-day return policy
• Is limited to repair, replacement, or manufacturer-supported resolution

The manufacturer determines what qualifies as a defect.

After the initial 90-day period, warranty matters are handled directly through the manufacturer according to their published terms.

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Manufacturer & Extended Warranties

Most new products include manufacturer warranties that may extend beyond ninety (90) days. Customers are responsible for product registration and warranty submission.

We recommend SureBright extended protection for additional coverage beyond manufacturer warranties.

Warranty processing, shipping, and claim outcomes are between the customer and the manufacturer or warranty provider.

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Price Match (Before Purchase Only)

If you find the same item in stock at an authorized dealer, contact us before purchase. We will make reasonable efforts to match pricing within manufacturer and MAP guidelines.

Price adjustments are not offered after purchase.

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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 such recordings being used to verify transactions or resolve disputes.

In the event of a dispute, both parties agree to binding arbitration under California law.

El Cajon Guitars & Music LLC’s total liability shall not exceed the original purchase amount.

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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