Last updated: June 2026
This Refund and Cancellation Policy applies to all product orders, payments, delivery, and collection arrangements on the Guitar Holdings LTD. website. By placing an order or completing payment on this website, you confirm that you have read, understood, and agreed to be bound by the terms of this Policy.
1. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible via WhatsApp (WhatsApp: 9436 0212 / 9186 1706).
If the order has not yet been shipped, no third-party delivery has been arranged, and the item is not a special order, consignment order, display item, pre-owned item, discounted item, clearance item, or an item reserved exclusively for you, we will process the cancellation and refund subject to the actual circumstances.
If the order has been shipped or delivery services such as SF Express, GoGoX, or Lalamove have been arranged, any delivery charges incurred, transaction handling fees, packaging fees, or other administrative costs cannot be refunded.
2. Handling of Order Cancellations After Payment
If you have completed payment but request to cancel the order, we will first verify the payment status, item status, and order processing progress.
If the order meets the cancellation conditions and has not yet been shipped, we will arrange a refund.
If the refund involves a credit card, Alipay, or other third-party payment services, the actual time for the refund to be credited will depend on the processing timelines of the relevant payment platform, bank, or card issuer. If payment was made via FPS or bank transfer, we will process the refund based on a method confirmed by both parties.
3. Circumstances Where Order Cancellation Is Not Accepted
To protect the rights and interests of both parties, order cancellations are generally not accepted under the following circumstances:
• The item has been shipped or third-party logistics delivery has been arranged.
• The item has been collected/received.
• The item is a special order, consignment order, or customized product.
• The item is a display item, pre-owned item, discounted item, clearance item, or is clearly marked as non-cancellable.
• The item has been reserved for the customer, packaged, or has entered the shipping process.
• Costs have been incurred for delivery or collection due to incorrect recipient information provided by the customer.
(In exceptional circumstances, the Company reserves the right to handle the matter at its discretion based on the actual situation.)
4. Refund Method and Handling Fees
Refunds will generally be returned via the original payment method.
• Credit card: Refunds are processed by the relevant payment service provider; the time to be credited depends on the issuing bank and payment platform.
• FPS / bank transfer: Refunds will be made to the bank account details confirmed by both parties.
• E-wallets (e.g., Alipay): Subject to the relevant platform’s rules and processing time.
Please note that if the refund process involves platform transaction fees, bank charges, or any delivery and packaging costs already incurred, such amounts will be deducted from the total refund amount.
5. Product Defects, Wrong Item Shipped, or Shipping Damage
All items are strictly inspected before shipment. If you discover any of the following after receiving the item, please be sure to contact us via WhatsApp within 48 hours of receipt:
• You received the wrong item (not matching the order).
• The item has obvious damage incurred during transit.
• The item has an obvious manufacturing defect or cannot be used properly.
• Accessories are clearly missing.
When submitting a request, please provide the following information so that we can process it promptly:
1. Order number
2. Date and time the item was received
3. Detailed description of the issue
4. Photos or videos of the defect
5. Photos of the outer packaging, including the carton and protective packing materials
We will arrange an inspection based on the actual circumstances and provide an exchange, repair, replacement shipment, or other reasonable resolution.
6. Circumstances Where Returns/Exchanges or Refunds Are Not Accepted
Due to the unique nature of guitars and wooden instruments, returns/exchanges or refunds will not be accepted under any of the following circumstances:
• The item has been unsealed and used, damaged by human action, modified by the customer, or has incomplete accessories.
• Damage caused by negligence, accidents, improper storage conditions (e.g., humidity, high temperatures), impacts, or improper use.
• Subjective reasons such as personal preference, feel/playability, tonal preference, or appearance preference.
• The item’s color, wood grain, texture, or appearance differs slightly from website images due to lighting, screen color differences, or natural variations in materials.
• Discounted items, display items, pre-owned items, clearance items, or items marked as non-returnable/non-exchangeable.
• Special orders, consignment orders, customized items, or items reserved exclusively for a customer.
• Items collected in person and confirmed as received and accepted by the customer at the time of handover.
(Note: Due to natural materials, production batches, and handcrafting differences, guitars and wooden accessories may have normal variations in appearance or tone. This is normal and does not constitute grounds for a refund.)
7. Terms for Display Items, Pre-owned Items, Discounted Items, and Clearance Items
If an item is a display item, pre-owned item, discounted item, or clearance item, we will make every effort to explain its condition on the product page or prior to the transaction. Such items may have normal signs of use, appearance differences, or incomplete packaging and other known conditions.
Unless the item materially differs from the description or has a significant functional issue that was not disclosed in advance, no refunds, returns, or exchanges will be accepted after sale.
8. Delivery Charges and Third-Party Logistics Costs
If delivery services such as SF Express, GoGoX, or Lalamove have been arranged, the related delivery charges are costs already incurred and will not be refunded.
If the customer cancels an order after logistics have been booked or packaging has been completed, the related costs will be deducted from the refund. If re-delivery is required due to an incorrect address provided by the customer, an unreachable phone number, no one available to receive the item, or failure to complete collection at the agreed time, any additional costs incurred must be borne in full by the customer.
9. Handling When the Customer Cannot Be Reached
If the customer completes payment but does not proactively contact us, we will arrange delivery based on the name, phone number, email, and address provided in the order. If information is incomplete, the address is incorrect, the phone number cannot be reached, or special delivery arrangements are required, we will suspend shipment and attempt to contact the customer.
If we are still unable to reach the customer within a reasonable time, the order may be delayed, shipment may be suspended, or the Company may proactively cancel the order and issue a refund after deducting the relevant administrative costs.
10. Refund Processing Time
After the refund request is confirmed by the Company, we will process it as soon as practicable within a reasonable time.
The actual time for the refund to be completed will depend on the processing speed of the payment method, payment service provider, bank, or card issuer. In addition, if inspection of the returned item is required or if the payment platform requires review, processing time may be extended accordingly. Credit card refunds are usually not reflected on the statement immediately; please refer to your issuing bank’s arrangements.
11. Payment Disputes and Chargebacks
If you have any questions regarding an order, item, delivery, or refund, please be sure to contact us via WhatsApp first to seek a resolution.
If the customer, without prior communication, directly raises a payment dispute or initiates a chargeback with the credit card company, bank, or third-party platform, we will submit evidence in accordance with the law to the relevant institutions, including order, payment, delivery, and WhatsApp chat records, to defend the claim. If the dispute involves an order that has been shipped or collected, the customer must bear all reasonable costs and legal recovery expenses incurred by the Company as a result.
12. Contact Us
To cancel an order, request a return/exchange, or enquire about a product issue, please contact us via the following channels:
Guitar Holdings LTD.
• Email: guitarholdings@gmail.com
• WhatsApp: 9436 0212 / 9186 1706
• Website: https://guitarholdings.com
• Address: Unit 1908, 19/F, Westin Centre, 26 Hung To Road, Kwun Tong, Kowloon.
• Customer service response hours: Daily 11:00 AM – 11:00 PM
