Refund policy

El Cajon Guitars & Music — Refund & Return Policy

Plain English

We price honestly and fairly at the time of sale — no gimmicks. Pricing reflects in-stock availability, handling, and current market conditions, which may change due to tariffs or vendor updates.
We do not retroactively adjust pricing after purchase.

All sales are final unless a covered exception applies (outlined below). Please confirm suitability before purchasing.

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.

In-Store Pickup Orders — Final Sale

For online purchases selected for in-store pickup, customers are given the opportunity to inspect the item at the time of pickup.

Once the item is accepted and leaves the store, the sale is final.
We do not accept returns or refunds for in-store pickup orders after inspection, except where required by law for verified defects.

Shipped Orders — Limited Exceptions

Because shipped orders cannot be physically inspected prior to delivery, we allow limited exceptions only for the following:

  • Damage in transit (must be reported within 48 hours of delivery; all packaging must be retained)

  • Wrong item shipped (our error)

  • Defective upon arrival (DOA) (must be reported within 7 days of delivery)

For approved cases, we will coordinate the appropriate solution (replacement, repair, or refund as applicable).
If a return is approved for a full refund, buyer-paid return shipping is required unless the error was ours.

All Sales Final — General Policy

Outside of the limited exceptions listed above, all sales are final. We do not accept returns based on buyer’s remorse, gift returns, price changes, or changes in personal circumstances.

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 than ours.

El Cajon Guitars & Music cannot override partner return policies.
All partner products are governed by the policy displayed at checkout.

Discretionary Returns (Rare, By Approval Only)

We generally do not accept returns. If an exception is approved at our discretion:

  • RMA authorization is required — contact us before returning anything

  • Buyer pays return shipping

  • Item must be like-new, unmodified, and include all original packaging, case, manuals, accessories, and tags

  • Restocking fee:

    • 15% standard

    • Up to 25% if the item shows use, missing items, or requires reconditioning

  • Refunds are issued to the original payment method after inspection

  • Original shipping charges are non-refundable

Unauthorized or unsolicited returns will be refused.

Non-Returnable Items

  • 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

  • Items that show use beyond basic evaluation or have been modified

  • All Shopify Collective partner products subject to partner policies

Warranties & Customer Responsibility

All new products include the manufacturer’s warranty. After the final sale period, warranty claims are handled directly with the manufacturer.

We strongly encourage customers to ask us about:

  • Extended warranty options

  • Additional shipping insurance

These options provide added protection beyond delivery and are highly recommended, especially for fragile or high-value items. Once the sale is final, manufacturer warranty terms apply.

Returns & RMA Contact

To request help or RMA authorization:

Email: info@ecgmusic.com
Phone: (619) 334-3113

Authorized return address (when approved):
El Cajon Guitars and Music LLC
1935 Friendship Drive, Suite E
El Cajon, CA 92020