Return Policy

We're a guitar shop, and we know a piece of gear doesn't always work out once you get it home. If that happens, call or text us at (518) 217-8695 or email info@paulsguitarhideout.com and we'll walk you through it. Every return starts with that conversation.

New gear: Contact us within 7 days of purchase, or of delivery if we shipped it. It has to come back unused and in its original packaging with everything that came with it. You cover return shipping. Anything that's been played or used carries a restocking fee of up to 25%, at our discretion.

Used and vintage gear: Contact us within 3 days of purchase or delivery. You cover return shipping, and there's a flat 10% restocking fee. If it's been played, that goes up to 25%, at our discretion.

Used gear is sold as-is. Major wear and prior repairs, if any, are photographed and noted in the listing. Minor wear like light scratches, nicks, and other small marks may not show in photos, since lighting and angle can hide small imperfections. Used cases come with markings and wear of their own, which is assumed with used gear, and case condition isn't grounds for a return.

Condition it comes back in: It has to come back the way it left, and that includes the packaging. Boxes and cases that come back dirty, scuffed, or worn are not the condition they went out in. New damage, missing accessories, or changed parts come out of the refund, or we may decline the return altogether. If you're shipping it, pack it the way we packed it and insure it for what you paid.

If it arrives damaged or something's not right: Call us within 48 hours of delivery. If the box is damaged, photograph it before you open anything. The carrier needs specific photos to pay a claim, and they're listed on the Shipping Policy page.

Defective new gear: That's a warranty claim rather than a return. Bring it in or contact us, and we'll help you as needed with the manufacturer.

Refunds: We look the gear over when it gets here, then refund to the original payment method within 7 to 14 business days. If the order shipped free, what we paid to ship it comes out of the refund. Anything bought with store credit or a gift card is refunded as store credit.

Not returnable:

• Opened strings, picks, cables, and cleaning supplies
• Gift cards
• Special orders
• Consignment instruments
• Anything sold as clearance
• Any accessory once it's been used or modified
• Anything coming back with dirty or damaged packaging

We reserve the right to decline a return.

Selling or trading gear to us runs on different terms, including the fact that those deals are final. That's all on the Sell & Trade Policy page.

Frequently Asked Questions

Q: How long do I have?
A: 7 days on new gear, 3 days on used and vintage, from purchase or delivery.

Q: Can I just ship it back?
A: No. Call or text us first.

Q: Is there a restocking fee?
A: Used and vintage gear carries a flat 10%. New gear that comes back played or used runs up to 25%, and so does used gear that's been played. All at our discretion. Anything that comes back has to be made ready to sell again: guitars need a setup and fresh strings, amps and pedals get tested and cleaned, and every return costs us relisting time and packing materials.

Q: My order shipped free. Do I get that shipping back?
A: No, that comes out of the refund.

Q: When do I get my money back?
A: Within 7 to 14 business days of it getting here, back to however you paid.

Q: Can I return opened strings?
A: No.

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Paul's Guitar Hideout · The Shirt Factory
71 Lawrence St., Suite 201B, 2nd Floor
Glens Falls, NY 12801
Wednesday–Sunday, 12–5pm
(518) 217-8695 · info@paulsguitarhideout.com