Refund, Return & Warranty Policy

El Cajon Guitars & Music / ECG Music

Please review this policy carefully before completing your purchase. By placing an order with El Cajon Guitars & Music / ECG Music, 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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Our Approach

We want every customer to feel confident buying from ECG Music. Many musical instruments, amplifiers, pedals, cases, and accessories are high-value, limited-availability, or carefully inspected before shipment. Our policy is designed to protect customers from shipping damage, order errors, and defective-on-arrival issues while also protecting our small independent shop from casual use-and-return situations.

We are always happy to help when something arrives damaged, incorrect, or defective. Please contact us right away before starting any return so we can review the issue and guide you through the correct next step.

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Return Eligibility

Most sales are final unless an item arrives damaged, incorrect, defective on arrival, otherwise required by law, or a return is specifically approved in writing by El Cajon Guitars & Music.

Because many of our products are high-value, limited-availability, inspected before shipment, or difficult to resell once opened or used, we do not offer casual trial-period returns.

Once an item leaves our store or is delivered to the customer, it is considered accepted in the condition received unless an eligible issue is reported within the inspection windows listed below.

In-store purchases and in-store pickup orders 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 concerns must be reported within 7 days of confirmed delivery.

All claims must include clear photographs of the item, the original packaging, shipping box, packing materials, labels, and any visible damage.

Failure to report issues within these timeframes may limit or prevent our ability to assist with a shipping claim, warranty claim, replacement, repair, or return.

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

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Situations We Will Address

Wrong Item Shipped

If we ship the wrong item due to our error, we will arrange correction and cover approved return shipping.

The item must be returned in the condition received, with all original packaging, accessories, paperwork, and materials included.

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Verified Shipping Damage

Shipping damage must be reported within 48 hours of confirmed delivery.

Please keep the item, shipping box, packing materials, labels, and all original packaging. Do not discard any packaging until the claim is resolved.

We ship items with carrier insurance where applicable. In the event of shipping damage, customers must cooperate with the carrier, insurer, or warranty provider during the inspection and claims process. This may include providing photographs, retaining packaging, making the item available for inspection, and following claim instructions.

Resolution may include repair, replacement, refund, store credit, or another appropriate solution depending on the carrier or insurer claim determination and product availability.

Optional SureBright protection may provide additional coverage beyond standard carrier or manufacturer coverage.

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Defective on Arrival

If an item appears defective when received, contact us within 7 days of confirmed delivery.

We will review the issue and help determine whether the best solution is repair support, replacement, manufacturer warranty service, an approved return, or another appropriate resolution.

Defective-on-arrival claims must be documented with photos, video when helpful, a description of the issue, and any requested product details such as serial number, order number, and delivery date.

A defective-on-arrival claim does not automatically guarantee a refund. Resolution depends on the nature of the issue, manufacturer guidance, product availability, and inspection results.

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Discretionary Returns

Returns outside the situations listed above are rare and require prior written authorization from El Cajon Guitars & Music.

Unauthorized returns will be refused.

If a discretionary return is approved:

• Buyer is responsible for insured, trackable return shipping.

• Item must be returned in like-new condition.

• All original packaging, accessories, manuals, paperwork, tags, cases, tools, and materials must be included.

• Original outbound shipping charges are non-refundable.

• A minimum 20% restocking fee applies.

• Up to 30% may apply if the item shows handling, use, wear, missing components, missing packaging, or requires inspection, cleaning, setup, repair, or reconditioning before resale.

Refunds are issued only after the item is received, inspected, and approved.

Items returned damaged, incomplete, modified, used, or not in the condition approved for return may be refused or may receive a reduced refund.

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Payment Processing & Transaction Fees

Payment processors, including Shopify Payments, Visa, Mastercard, PayPal, financing providers, and similar services, may charge transaction fees that are not returned to us when a refund is issued.

For any approved return, cancellation, or refund, a non-refundable 6% payment processing fee may be deducted from the refund amount.

This fee is separate from and in addition to any applicable restocking fee, shipping deduction, repair cost, missing-item charge, or reconditioning charge.

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, final-sale, and limited-availability items are non-returnable and non-refundable unless otherwise required by law.

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

Deposits on special-order, custom, allocated, or pre-order items are non-refundable unless otherwise stated in writing.

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Non-Returnable Items

The following items are non-returnable and non-refundable unless otherwise required by law:

• Opened consumables, including strings, reeds, picks, cleaners, polish, cloths, batteries, and similar items.

• Opened hygiene-sensitive items, including microphones, in-ear monitors, earplugs, harmonicas, mouthpieces, and related products.

• Special orders, custom builds, allocated items, clearance items, final-sale items, and limited-availability items.

• Items showing wear, misuse, modification, damage, missing parts, missing packaging, or signs of use after delivery.

• Gift cards and store credits, except where required by California law.

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Condition & Customer Responsibility

Cosmetic issues, finish variations, wood grain differences, setup preferences, normal wear, environmental changes, or handling marks occurring after delivery are not considered manufacturer defects.

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

Customers are responsible for retaining receipts, order records, serial numbers, original packaging, and shipping materials for warranty, insurance, or claim purposes.

Musical instruments are sensitive to temperature, humidity, shipping conditions, and handling. Customers are responsible for properly storing, handling, humidifying, and maintaining their instruments after delivery.

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90-Day Limited Defect Support

El Cajon Guitars & Music provides limited defect support for new products sold by our shop for ninety 90 days from the date of delivery or pickup.

This limited support:

• Applies only to verified manufacturer defects in materials or workmanship.

• Does not cover cosmetic issues, finish variations, normal wear, misuse, accidental damage, neglect, humidity damage, modification, setup preference, string wear, battery failure, or customer-caused damage.

• Does not constitute a 90-day return policy.

• Is limited to repair support, replacement support, manufacturer warranty coordination, or another appropriate resolution.

The manufacturer, authorized service provider, or warranty provider may determine what qualifies as a defect.

After the initial 90-day period, warranty matters are handled directly through the manufacturer according to their published warranty 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, warranty submission, and following the manufacturer’s warranty process.

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

Warranty processing, shipping costs, repair timelines, approval decisions, and claim outcomes are between the customer and the manufacturer, warranty provider, or protection-plan provider.

ECG Music may assist when possible, but we cannot guarantee manufacturer or warranty-provider decisions.

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Price Match Policy

Price match requests must be made before purchase.

If you find the same item in stock at an authorized dealer, contact us before completing your order. We will make reasonable efforts to match pricing when possible and when allowed by manufacturer policies, MAP guidelines, dealer agreements, and product availability.

Price adjustments are not offered after purchase.

We do not guarantee price matching for marketplace listings, used items, open-box items, unauthorized sellers, closeouts, pricing errors, auction listings, financing promotions, bundle discounts, or items that are not identical and in stock.

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Privacy, Recordings & Dispute Resolution

Our premises may use audio and video recording for security, quality control, transaction verification, and dispute resolution.

By entering our store, picking up an item, or completing a transaction, customers acknowledge that recordings may be used to verify transactions, item condition, customer interactions, pickup details, or dispute-related facts.

If a dispute arises, we ask customers to contact us first so we can make a good-faith effort to resolve the issue directly.

El Cajon Guitars & Music LLC’s total liability shall not exceed the original purchase amount paid for the item at issue, except where otherwise required by law.

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Contact Us Before Returning Any Item

Always contact us before returning any item. Unauthorized returns may be refused.

El Cajon Guitars & Music / ECG Music
Phone: 619-334-3113
Email: info@ecgmusic.com
Address: 1935 Friendship Drive, Suite E
El Cajon, CA 92020