Our Return & Refund Policy

Thank you for shopping at Guitar Paradise. We value your trust and strive to ensure your satisfaction. Please read the following return & refund policy carefully. By placing an order with us, you agree to this policy.

1. Scope & Applicability

• This policy applies to all products sold directly by Guitar Paradise through guitarparadise.com.bd.

• We do not operate as a marketplace or deal with third-party sellers.

• This policy does not override any statutory rights you may have under Bangladeshi consumer laws (if applicable); it is in addition to those rights.

• We reserve the right to update or modify this policy at our discretion; the version on our website is always the authoritative version.

2. Return / Exchange Eligibility & Conditions

To be eligible for a return or refund, all of the following conditions must be met:

1. Time limit

   • You must initiate the return/exchange request within 7 days of receiving your order.

   • Beyond 7 days, the product is deemed accepted and non-returnable (unless it has a manufacturing defect that surfaces later, which we will treat under warranty or defect policy).

2. Condition of Product

   • The product must be unused, undamaged, unworn, and in the original condition as delivered.

   • All original tags, labels, packaging, manuals, warranty cards, accessories, freebies, etc., must be intact and included.

   • If we find that the returned product is damaged, used, or missing parts, we reserve the right to refuse the return or deduct a reasonable amount for reduced value.

3. Original Packaging

   • The product must be returned in its original manufacturer packaging (box), including any protective wrap or internal padding.

   • Do not place tape, stickers, or external labels directly on the manufacturer’s box (if possible).

4. Return Approval

   • All returns must be authorized by us in advance. You must contact our support within the 7-day period and obtain a Return Authorization (RA) number or approval.

   • We may ask for photos or proof of condition before approving the return.

5. Shipping Charges

   • Unless the return is due to our error (wrong item, damaged in transit, manufacturing defect), return shipping costs are borne by the customer.

   • If we accept the return, we will provide you with the return shipping address and guidelines.

6. Inspection & Quality Check

   • After we receive the returned item, we will inspect it. If it passes inspection (meets the conditions above), we will approve the refund/exchange.

   • If it fails inspection, we may reject the return and ship the product back to you (at your cost) or deduct a restocking fee.

3. What Is & Isn’t Eligible for Return / Refund

Eligible for return / refund / exchange:

• Products wrongly shipped (wrong model, variant, or specification).

• Products damaged in transit (you must report within 2 days of delivery and provide photo evidence).

• Manufacturing defects discovered within the 7-day return window.

• Missing items (if accessories or components were omitted in the package).

Not eligible (unless under separate warranty/defect claim):

• Items opened, used, or with cosmetic wear.

• Items missing parts, accessories, original packaging, manuals, etc.

• Consumables (e.g. strings, picks, batteries) once used.

• Products damaged by misuse, accidents, or neglect by the customer.

• Items beyond the 7-day return period (unless a valid defect claim under warranty).

4. How to Request a Return / Refund / Exchange

1. Contact us via email or through our support form within 7 days of delivery. Provide:

   • Order number

   • Date of delivery

   • Reason for return / defective description

   • Photos or videos (if defect or damage)

   • Preferred resolution (refund or exchange)

2. Our team will review your request, ask for additional evidence if needed, and issue a Return Authorization (RA) code (if approved), along with return instructions.

3. You ship the product back (at your cost, unless it is our error) to the address we provide, including the RA code on the package.

4. We inspect the returned item. If approved, we process the refund or dispatch the replacement (for exchange requests).

5. We notify you once the refund or replacement is on its way.

5. Refund Processing & Timeline

• Once your return is received and approved, we will initiate a refund to your original payment method (or another method if mutually agreed).

• The processing timeline depends on the payment method used:

* These times exclude weekends and public holidays. The time for the amount to show up also depends on the banking institutions involved.

• Shipping charges you originally paid may not be refundable, unless the return is due to our error or defect.

• If the item’s value has been diminished due to use or damage, we reserve the right to deduct a reasonable amount from your refund.

• In rare circumstances, we may issue a store credit instead of a direct refund, subject to mutual agreement.

6. Exchange / Replacement Policy

• If you request an exchange (same product, different variant, or replacement), we will ship the new item once we receive and approve the original return.

• You may need to pay the shipping difference (if any) or return cost (unless our error).

• If the alternative item is unavailable, we may issue a refund instead.

7. Defective / Warranty Claims After Return Window

• Some products may come with a manufacturer’s warranty. Defects occurring after the 7-day return window will be handled through the warranty/repair claim process (if applicable).

• You must provide proof of purchase and detailed evidence of the defect.

• We will coordinate with the manufacturer (brand) for repair, replacement, or compensation as per warranty terms.

8. Cancellation Before Shipment

• You may cancel an order before it has been shipped. In that case, a full refund will be issued (including any shipping charges paid), following the refund timelines above.

• Once the item is shipped, cancellation will be treated as a return request (subject to the 7-day policy and return conditions).

9. Limitations & Disclaimers

• We reserve the right to refuse returns or refunds that don’t comply with this policy.

• Failure to comply with packaging or return instructions may lead to rejection or delay.

• We are not responsible for lost or damaged packages during return shipment if you used an unsupervised courier; we recommend using traceable and insured shipping.

• This policy does not affect your statutory rights under consumer protection legislation.

10. Contact & Support

If you have any questions or wish to initiate a return/refund claim, please contact us:

• Email: info@guitarparadise.com.bd

• Phone / WhatsApp:01680931159

• Address for return shipments: 51 Mirpur Road, Alapana Plaza, Level 4, New Elephant Road, Dhaka 

• Business hours: [Days & times]

Please mention your order number and RA code (if issued) when contacting us to help us assist you faster.