Refund policy

Hozen Guitars Return, Exchange & Service Shipping Policy

Effective Date: 1 January 2026

This policy applies only to guitars purchased directly from Hozen Guitars (via hozenguitars.com or direct invoice). Purchases made through dealers/retailers are subject to the dealer’s own policies.

1) Our Philosophy

What we build at Hozen Guitars is extremely limited in quantity. Each guitar is personally hand-voiced, and every soundboard responds differently—this is the heart of boutique craftsmanship and cannot be replicated by mass production. Because international shipping involves risk, customs, and re-import logistics, we aim to be fair to owners while protecting the sustainability of a small workshop.

2) Arrival Inspection Window (Shipping / Transit Check) — 48 Hours

Please inspect your guitar within 48 hours of delivery for any shipping-related damage.

If you believe there is shipping damage, email us within 48 hours with:

  • Photos of the outer carton, case, and guitar (clear, well-lit)

  • A brief description of the issue

Important: Do not discard packaging materials until you are satisfied the shipment is fine. Carriers often require packaging evidence for claims.

3) Humidity & Acclimation Note (Very Important)

A guitar is a living instrument. After international travel, the wood may temporarily respond to changes in temperature and humidity. This can affect feel and tone during the first days.

  • Allow the guitar to acclimate gradually after delivery before forming final tonal impressions.

  • Use proper humidity protection (we include a starter pack of Boveda HA49) and follow the provided Care and Feeding guide.

  • Most issues seen after shipping are caused by humidity/temperature swings or accidental impact, not manufacturing faults.

4) Change of Mind Returns (Personal Reasons) — 3 Days

We understand personal preference is personal. However, because our instruments are limited and fully hand-voiced, change-of-mind returns must be handled tightly.

Eligible reasons (examples): tonal preference, grain/color preference, feel preference, or simply changing your mind.

Return request deadline

You must email us within 3 days of delivery to request a Return Authorization (RA).

Condition requirements (strict)

Returned guitars must be brand-new / like-new, with no signs of wear or use, including but not limited to:

  • pick scratches

  • belt-buckle marks

  • scuffs, dings, scrapes

  • strap-button installation

  • any modification or alteration

All original items must be included:

  • original case, packaging, labels, manuals, accessories, and protective materials (unremoved and intact where applicable)

Restocking fee

  • 15% restocking fee applies to approved change-of-mind returns.

Restocking fee waiver for exchange / store credit

  • If you choose an exchange or store credit, we will waive the 15% restocking fee.

Refund method

  • Approved change-of-mind returns will be refunded to the original payment method minus the 15% restocking fee (unless waived via exchange/store credit) and any non-recoverable payment processing fees where applicable.

5) Shipping, Duties & Taxes (Overseas Clients)

For any return, exchange, or shipment for service where the guitar crosses borders, the customer is responsible for all shipping-related costs and governmental charges, including:

  • Return shipping to Hozen Guitars

  • Shipping for exchanges (back to you)

  • Insurance and packaging costs

  • All duties, VAT/GST, brokerage, customs clearance fees, and re-import taxes (both directions)

To reduce cost, customers may deliver and collect the guitar in person at our workshop by appointment.

6) Manufacturing Issues / Warranty-Related Service

Manufacturing defects and workmanship issues are covered under our Warranty Policy (separate document).

If warranty service is required:

  • We will work with you to determine the appropriate resolution (repair, adjustment, or replacement where applicable).

  • Shipping and taxes remain the customer’s responsibility, unless you bring the guitar to our workshop in person by appointment.

Reason: International shipping and import taxes vary by country and are outside the maker’s control.

7) Shipping Is a Third-Party Service

We can assist with shipping arrangements as a convenience, but shipping is performed by third-party carriers/forwarders. Once the guitar is handed over to the carrier:

  • transit times, customs delays, and tax outcomes are outside our control

  • we will support documentation if an insurance claim is needed, but approvals depend on the carrier/insurer

8) Non-Returnable

Unless required by applicable law, the following are non-returnable:

  • Any guitar not purchased directly from Hozen Guitars

  • Custom / special-commission instruments built to a customer’s requested specifications

  • Discounted / clearance / B-stock / “as-is” instruments

  • Any instrument showing wear, use, installation, or modification

9) Return Authorization, Packing & Risk

All returns require written authorization (RA) from Hozen Guitars.

Returns must be:

  • shipped in the original case and original shipping carton (or equivalent protection)

  • fully insured for the declared value

  • trackable

We may reject returns that arrive without authorization, are inadequately packed, or are not in like-new condition.

10) Abuse of Policy

We reserve the right to limit or refuse returns if we identify fraud, abuse, or repeated excessive returns.

11) Contact

For returns, exchanges, or service coordination:
hozen@hozenguitars.com

Thank you for your interest in our guitars—and welcome to the family of Hozen Guitar owners.