Our full Return Policy is below, but in general, the crux of the whole deal is that we’ve got your back! We want you to be completely electrified by your purchases and we are here to help make sure you end up with the right gear for you. 

General Terms

At Sinister Hand Guitars (SHG), we want you to be not just satisfied, but 100% absolutely amped with all of your SHG purchases. Please contact us directly regarding any damages, any product that does not meet your expectations, and any returns or requests for refunds. We want to work with you to resolve whatever the issue or defect might be. Our goal is to deliver an outrageously killer customer experience. We understand that your customer experience doesn’t end when you pay for your purchase or even once you receive your instrument, since your experience with that guitar will last beyond the transaction time. Part of our commitment to the quality of your experience with SHG includes holding our inventory to an exceptionally high standard. To ensure that our expectations match your own and that you are completely thrilled with your SHG purchase, we allow a 7-day approval period from the day of receipt. But please note that all returns must be accompanied by a Return Authorization issued within 7 days from our staff. 

Feel free to contact us at returns@sinisterhandguitars with any questions regarding returns or exchanges.

Shipping Policy

In most cases we ship orders of in-stock guitars within 1 business day of confirming payment. Here are some things to note:

• For custom-ordered instruments, shipping will occur once the item is in stock at SHG. The overall delivery timeline can vary based on many things, including the builder’s production timeline, the guitar model you choose, complexity of the specifications / build, and shipping services.

• Signature will be required at delivery for all purchases. You can manage or waive the signature requirement directly with the shipping company.

• If you want the shipment to be held at a shipping company facility, it is your responsibility to make those arrangements directly with the shipping company. Please provide us with the full address of that facility for shipping your purchase, and we will ship it directly to the facility on your behalf. This works out better than trying to re-route it mid-shipment.

• We cannot alter or waive tax charges.
  

Returns

To recap: the Hand wants you to be 100% thrilled with your purchase! You can return any purchase for any reason - even if you just don’t like it! - within 7 days from receipt of the item. Any returned item must be sent back to us in the same condition as it was when it shipped from our shop.

The only exceptions to this Return Policy and the 7-day trial period are:
- International orders
- Pre-ordered custom instruments

Customers have 7 days from receipt to try out their purchase. If you are not totally stoked with your new guitar for any reason, please contact SHG (returns@sinisterhandguitars.com) to request a return for exchange, store credit, or refund. In the event of a return, you will need to pay the return shipping cost. Please note that the return may be refused if it is not pre-approved and accompanied by a Return Authorization. SHG will inspect the returned item upon receipt, and a credit or refund will be given for the purchase price of the item minus a 3% restocking fee to cover the cost of our credit card / payment processing fees. Those processing fees are charged to SHG for every transaction and are not refunded to us for returned items, even if that order is canceled the same day. Additional restocking fees will be applied to any items with damaged or missing cases or other packaging, damaged or missing accessories (including manuals and paperwork), or items showing signs of wear and use (like pick wear, dings, excessively worn strings). Restocking fees may be applied at the sole discretion of SHG and will be based on the need for clean up and/or repairs in the event the product is not returned in the same condition as it was shipped from our shop. 

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or incorrect (wrong item received). There are only a few things that we’ll need so that we can evaluate the issue and make it right:

• Pictures of the shipping box/packaging, with close up photos of any damage to the box/package.

• Pictures of the damage to the item, the more photos and details the better!

• Any other information you’d like us to know about the damage.

Then we will email you a return label, and the damaged item can be returned.

Please note that the only exceptions to these Return and Refund Policies are:

- DEPOSIT PAYMENTS FOR PRE-ORDERED CUSTOM INSTRUMENTS ARE NON REFUNDABLE

- PRE-ORDERED CUSTOM GUITARS ARE NON-RETURNABLE