We recognize that the type of product we build is sometimes best evaluated by spending time playing the instrument. To support that need we have developed an Evaluation/Return Policy that enables the customer to personally evaluate the instrument as well as mitigate risk of either party in the event the instrument is not what you expected. This policy is applicable to “Available Now” instruments, not Custom Orders.
Initiate the Evaluation:
To initiate the evaluation of an instrument that is “Available Now”, requires that you contact either John Walker or Deb Sonnenberg to assure the instrument is still available for evaluation. Once this is confirmed, we will need to know where the instrument is to be shipped to determine the total price. Total price will include the instrument price as well as the shipping/insurance costs to deliver it to your specified address.
John Walker Guitars accepts personal checks (must clear before instrument ships), cashier checks, Western Union or bank wires.
You may have 72 hours to evaluate the instrument (the 72 hours begins the day after the instrument is delivered). If for any reason you want to return the instrument the following is required:
- Original packaging
- Insurance to cover the value of the instrument
- Instrument and accessories in original condition as when shipped to customer
Shipping, Insurance and/or handling charges are not refundable. It is your responsibility to pay return shipping and to fully insure the instruments you are returning.
Return of Instruments
Intent to Return:
Contact must be made with either John Walker or Deb Sonnenberg to initiate return of an instrument. This will assure that someone will be available to physically receive the instrument upon delivery.
Condition of Returned Instruments:
Returned items that do not arrive in the condition described above are subject to a 10% restocking fee. In addition, the cost of replacing missing, soiled, worn or marked-on items will be determined upon receipt of the instrument. Obvious signs of use that reduce the value of a returned unit will be subject to additional charges based on how much we need to either mark down or rework the Instrument to make it sellable.
The cost of shipping of an instrument for evaluation is the responsibility of the customer. This applies to the shipping of an instrument from John Walker Guitars as well as returning an instrument to John Walker Guitars.
Shipping from John Walker Guitars
We will ship the guitar to your specified address via our preferred carrier. The shipping costs will be quoted in the total cost of the instrument. In the event the instrument is returned, the shipping costs will be deducted from the refund (as well as any other costs that are applicable per “Condition of Returned Instruments” section above).
Damage in Shipping from John Walker Guitars
When we ship we will require signature for delivery. It is expected that you will conduct a cursory inspection of the outer packaging to assure no obvious damage occurred while the instrument was in transit. If there is any suspicious markings/damage it will need to be noted with the carrier before they complete delivery of the package. We request immediate notification if there is any obvious damage to the package as well as any damage that is found upon opening the case.
Shipping to John Walker Guitars
In the event that the customer decides to return the instrument, and after making contact with either John Walker/Deb Sonnenberg to confirm the return timing, the items below need to be followed:
- Instrument must be packed in its original carton
- All accessories must be present and packed appropriately
- Paperwork from original shipment must be included
- Instrument must be insured for full value
- Signature required for delivery
Damage in Shipping to John Walker GuitarsRemember, you are the responsible party of the return package and are taking full responsibility for the instrument in the event of damage or loss. If the instrument is damaged while in transit we will notify you immediately, but it will be your responsibility to file the claim with your preferred shipper.
We will refund your payment with a check, once the instrument is back and we have determined that it is in its original condition. This refund will be less the shipping charges incurred to ship from John Walker Guitars.
In the event that the item is not in its original condition, you have exceeded your evaluation period, or items are missing, we reserve the right to assess and apply charges reasonable to the situation/condition (Reference “Return of Instrument” Section above).