Returns

Returns Policy

1. Eligibility for Return
Customers who are not satisfied with their purchase may submit a return request within 7 days of the delivery date. Returns received or requested outside this period will not be accepted.

2. Conditions of Return
Any return is strictly subject to the following conditions. Altamira will only issue a refund where:

  • The instrument is returned to the Altamira nominated workshop location using a tracked method of shipment.

  • The instrument is received in its original, brand new condition.

  • The instrument has not been played, worn, damaged, altered or subjected to any signs of use.

Altamira reserves the right to refuse a refund if the returned instrument does not meet these conditions.

3. Customer Responsibility for Return Shipping
Customers are solely responsible for arranging and paying for the return shipment to the nominated warehouse. Customers are strongly encouraged to obtain adequate transit insurance to cover the value of the instrument in the event of loss or damage during return shipping. Altamira accepts no responsibility for items lost or damaged in transit back to us.

4. Refund Amount
Refunds will be processed only after the instrument has been received, inspected and confirmed to meet the return conditions. The refund amount will be the original order value less the actual shipping cost paid by Altamira for the outbound shipment to the customer.

Altamira will provide receipts or reasonable evidence of shipping costs incurred.

Example: If the actual outbound shipping cost paid by Altamira was 50 dollars, the customer may return the order at their own expense. Upon receipt and confirmation that the guitar is in brand new condition, Altamira will refund the order value less 50 dollars.

5. Damaged Goods on Arrival
If an order arrives damaged, the customer must notify Altamira within 3 days of delivery in order for an insurance claim to be lodged. Failure to notify within this timeframe may result in the claim being denied by the insurer.

Customers must provide clear photographic evidence of all damage as part of the claims process. Upon acceptance of the claim, the customer may choose either a replacement instrument or a full refund.

6. How to Lodge a Return
To commence a return or report transit damage, customers must contact Altamira at info@altamiraguitars.com. Further instructions will be provided upon receipt of the request.