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 you need to return something, call or text (518) 217-8695 or email info@paulsguitarhideout.com before sending or bringing anything back.

Every return starts with that conversation.

New Gear

To receive a full refund, the item needs to come back in the same condition it left: clean, unmodified, with the original packaging, accessories, manuals, tags, and anything else that came with it.

If an item shows signs of use or can no longer reasonably be sold as new, a restocking fee of up to 25% may apply.

Return shipping is the customer's responsibility unless we tell you otherwise.

Used and Vintage Gear

Used and vintage returns carry a 10% restocking fee.

If the instrument comes back with additional wear, changes, damage, missing parts, or in a condition materially different from how it left the shop, the restocking fee may increase to up to 25%, or the return may be declined.

Return shipping is the customer's responsibility.

Used gear is sold in the condition described and photographed.

We make a point of showing and disclosing significant wear, modifications, and prior repairs when we know about them. Small scratches, nicks, finish marks, case wear, and other minor signs of use may not always show clearly in photographs.

Used cases are used too. Normal cosmetic wear on a used case is not considered a defect in the instrument.

Condition of Returned Items

Returned gear needs to come back the way it left.

That includes the item itself and, where applicable:

original box or case
packaging
manuals
power supplies
cables
tags
included accessories
original parts

New damage, missing accessories, swapped or modified parts, excessive wear, or damaged packaging may reduce the refund or make the item ineligible for return.

If you're shipping something back, pack it carefully and insure it for the amount you paid.

If Your Order Arrives Damaged

If the shipping box shows damage, photograph the package and packing materials before throwing anything away.

Carrier damage claims require documentation, and the exact photos we need are listed in our Shipping Policy.

Keep the box and all packing material until we tell you the claim is resolved.

If New Gear Is Defective

Depending on the item, the problem, and the manufacturer's policy, we'll help determine whether the best route is a return, exchange, repair, or manufacturer warranty claim.

We won't leave you guessing about who you're supposed to call.

Refunds

Once the returned item arrives, we inspect it before issuing the refund.

Approved refunds are sent back to the original payment method, generally within 7–14 business days after we receive and inspect the item.

Original shipping charges are not refundable.

If the order qualified for free shipping, the actual outbound shipping cost we paid may be deducted from the refund.

Purchases made with store credit or a gift card are refunded as store credit.

Items That Are Not Returnable

The following are final sale:

opened or used strings
used picks and other personal-use consumables
opened cleaning supplies
gift cards
special orders
consignment instruments
clearance and final-sale merchandise
accessories that have been installed, modified, cut, soldered, or otherwise altered

Items returned with substantial new damage, missing components, or packaging damage may also be refused.

Selling or Trading Gear to Us

Selling or trading an instrument to Paul's Guitar Hideout is a separate transaction with different terms.

Completed purchases and trades are final.

See our Sell & Trade Policy for the full details.

Return Policy FAQ

How long do I have to return something?
New gear: 7 days from purchase or delivery. Used and vintage gear: 3 days from purchase or delivery.

Can I just ship a return back?
No. Contact us first so we know what's coming back and can give you the correct return instructions.

Is there a restocking fee?
Used and vintage gear carries a 10% restocking fee. Items that come back materially changed from the condition in which they were sold may be subject to a higher fee of up to 25%. New gear returned in a condition that prevents it from being sold as new may also be subject to a restocking fee of up to 25%.

Why is there a restocking fee?
Returned instruments need to be inspected, tested, cleaned, and often set up and restrung before they can be sold again. They also have to be photographed, listed, and processed again.

My order shipped free. Is that shipping cost refundable?
No. If we paid to ship the original order, that actual outbound shipping cost may be deducted from the refund.

When will I receive my refund?
Approved refunds are generally issued within 7–14 business days after the item arrives back and has been inspected.

Can I return opened strings?
No.

Paul's Guitar Hideout is located at The Shirt Factory in Glens Falls, NY. Use the Cooper Street entrance and take the stairs up. If stairs are difficult or you're bringing in something you don't want to carry up, call or text us and we'll arrange access.

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

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