Refund policy
El Cajon Guitars & Music — Refund & Return Policy
Plain English
We stand behind what we sell. Most items can be returned within 14 days of delivery or pickup if they're like-new and complete — see the details below. We price honestly at the time of sale and don't retroactively adjust pricing after purchase.
Price Match (Before Purchase Only)
If you find the same item currently in stock at an authorized dealer, contact us before completing your purchase. We'll do our best to match when possible, subject to manufacturer policies and vendor rules.
14-Day Return Window
Most in-stock items purchased online may be returned within 14 days of delivery (shipped orders), subject to the conditions below. This window applies to shipped orders only — see "In-Person Purchases & Pickup Orders" below for items bought or picked up at our location.
To qualify:
- Item must be like-new, unmodified, and free of play wear beyond basic evaluation (tuning up, checking action, a few strums)
- All original packaging, case, manuals, accessories, and tags must be included
- An RMA authorization is required before shipping anything back — contact us first at info@ecgmusic.com or (619) 334-3113
What it costs:
- Restocking fee: 15% of item price, covering inspection, reconditioning, and repackaging
- Buyer is responsible for return shipping, unless the return is due to our error
- Original outbound shipping charges are non-refundable
- Approved refunds are issued to the original payment method after inspection
Damage, Wrong Item, or Defective on Arrival — No Restocking Fee
These are handled outside the standard return window and process, with no restocking fee:
- Damage in transit — report within 48 hours of delivery, keep all packaging
- Wrong item shipped (our error)
- Defective on arrival (DOA) — report within 7 days of delivery
For approved cases, we'll coordinate a replacement, repair, or refund as applicable. If a full refund is issued for our error, return shipping is on us too.
In-Person Purchases & Pickup Orders
For items purchased in person or picked up at our location — whether from an online order or a direct in-person sale — you're given the opportunity to inspect the item before accepting it. Once accepted and it leaves with you, that sale is final. The 14-day return window above applies only to shipped orders, since it exists specifically to give online buyers a fair chance to evaluate an instrument they couldn't test in person before purchase. Manufacturer defect coverage (see Warranties below) still applies regardless of how the item was purchased.
Outside the 14-Day Window
After 14 days, all sales are final except for manufacturer warranty coverage (see below). We do not accept returns based on buyer's remorse, gift returns, price changes, or changes in personal circumstances once the window has closed.
Non-Returnable Items (regardless of window)
- Opened consumables (strings, picks, reeds, cleaners, etc.)
- Microphones, harmonicas, earplugs, in-ear monitors, and other hygiene-sensitive items once opened
- Special orders, custom builds, and clearly marked final sale / clearance items
- All Shopify Collective partner products (subject to partner policies, below)
Shopify Collective / Partner-Fulfilled Products
Some products are fulfilled by partner brands via Shopify Collective and are subject to the partner's return policy, which may be stricter or different from ours. El Cajon Guitars & Music cannot override partner return policies. All partner products are governed by the policy displayed at checkout.
Warranties
All new products include the manufacturer's warranty. After the return window closes, warranty claims are handled directly with the manufacturer. Ask us about extended warranty or shipping insurance options at checkout for added protection on high-value or fragile items.
Returns & RMA Contact
Email: info@ecgmusic.com
Phone: (619) 334-3113
Authorized return address (provided upon RMA approval):
El Cajon Guitars and Music LLC
1935 Friendship Drive, Suite E
El Cajon, CA 92020