ORMSBY GUITARSWarranty + Refunds
ORMSBY GUITARS WARRANTY, RETURNS AND REFUNDS POLICY
Last Updated Feb 2021
Ormsby Guitars are based in Perth, Western Australia and our standard pricing is in Australian Dollars (AUD). We will often give approximate pricing in USD however we recommend checking http://www.xe.com for up to date conversion rates. Prices do not include local/country taxes, duty and customs fees or shipping. Our webstore accepts online payments via a variety of payment platforms. Please refer to each of these merchants user policies for full terms and conditions.
WARRANTY, REPAIRS AND RETURNS GENERAL
If you have purchased a guitar direct from our Perth, Australia factory or through OUR web store, you will need to contact us directly as soon as you are aware of any issues. Please do not attempt to repair the guitar prior to contacting us as we will not be responsible for replacing or paying for damages resulting from unprofessional repairs.
If you purchased your guitar from one of our international distributors or dealers, you must contact your place of purchase for any and all warranty, repair or refund queries.
We are very proud of the high-end, quality work performed by us and we stand behind our workmanship. Your CustomShop, Factory Custom or Perry's Choice guitar or bass has a 2 year non-transferable warranty to the original owner. CustomShop, Factory Custom or Perry's Choice Custom instruments refer to any guitars made to order in our Australian workshop, including, but not limited to: Hypemachines, SX, DC, SC, Sharks, SS, TX, Metal V + X, Goliath etc.
Licensed instruments currently include our GTR and GTI models only and are manufactured by our partners at World Music Instruments; Licensed instruments are covered by a one year warranty.
This warrants that the guitar will be free from defects in materials and workmanship, subject to the limitations contained herein.
The warranty is extended to the original purchaser only and may not be transferred or assigned to and following owners or purchasers. Used instruments sold through Ormsby Guitars are covered by a limited 3 month warranty.
The warranty does not cover:
* Any instrument worked on by the customer.
* Unauthorized repair services done by any repairman/luthier
* Any instrument that has been altered in any way by the customer or a repairman/luthier.
* Any instrument where the serial number has been removed or modified.
* Any instrument not directly purchased from Ormsby Guitars or an authorised dealer.
* Any damage due to accident, negligence or misuse
* Shipping damage of ANY kind. #1
* Normal “wear and tear,” including but not limited to colour fading, discoloration or damage to the original finish, worn frets, worn nut, strings, tuners, hardware and plating including but not limited to gold hardware.
* Any instrument that has be subjected to extremes of humidity and heat or temperature.
* Any instrument that has be subjected to moisture.
* Any adjustments required for personal preference (string height, intonation, tuning, truss rod adjustments, pickup heights, etc)
* Any factory installed electronics or hardware (electronics and hardware are covered by the respective manufacturers, but we increase your warranty to one year if the respective manufacturer's warranty period is less than 12 months).
*Cases, gig bags and/or any merchandise including but not limited to clothing, media, certificates, accessories and tools.
Ormsby Guitars makes no express warranty of any kind whatsoever. All implied warranties are hereby disclaimed and excluded from this warranty.
Ormsby Guitars shall not be liable for any special, indirect consequential, incidental or other similar damage suffered by the purchaser or any third party, including without limitation, damages for loss or profits or business or damage resulting from use or performance of the instrument, whether in contract or in tort, even if we have been advised of such damages. Ormsby Guitars shall not be liable for any expenses, claims or suits, arising out of or relating to any of the forgoing.
If the guitar malfunctions due to faulty materials and workmanship, at the sole discretion of Ormsby Guitars, we may repair the guitar without charge.
All shipping and insurance charges, including any perceived “collector” value, are the sole responsibility or the original owner/purchaser.
Once the guitar arrives at the factory we will determine whether the defect is covered under the terms of this warranty. If it is found to be covered under the warranty, the repair will be done at no cost to the purchaser/original owner. If the repair is not covered under the warranty, you will be given an estimated cost to repair the issue (to the original owner/purchaser).
This warranty applies to all states and territories of Australia. This warranty also includes all international sales.
Circumstances that void this warranty offer:
* An instrument is given to an unauthorised technician for inspection prior to contacting us.
* Attempting to fix an issue yourself, causing more problems.
#1 All instruments that require domestic or international shipping will always be covered for the full value of the shipment. Any damage that occurs during shipping will be covered by the relevant insurance policy. Obviously we are unable to control how your guitar is treated whilst in transit, but we will do our best to ensure it arrives safely.
#2 We take great pride in our workmanship and products. It's unfair to discover social media posts regarding a product prior to you contacting us.
ETA AND TIMELINE
This varies with each order and run, and all purchasers are aware that production times are subject to slight variations which are often out of our control. All dates are approximate and dependant on manufacturing/delivery times which are subject to delays. Please refer to the individual ETA and timeline on the pre-order page for your run, and join the Facebook Group to stay up to date with current production progress and new models.
We ship our products worldwide, however, we have a great range of dealers who stock our guitars internationally whom we recommend ordering from on our behalf; specifically China, Japan and Europe. Our network of dealers can be found on our Dealers page in the menu above.
If you wish to purchase directly from us and your region is unavailable in the webstore, please contact us at [email protected]
CUSTOMS AND IMPORT FEES FOR DIRECT SALES
For our international customers, it is recommended to buy from a dealer as they will take care of any import taxes (VAT) customs duties and fees. If you purchase internationally direct from our Australian factory, you will have to cover import costs yourself. This added cost is often reflected in our international dealer's pricing, however, they can help you with ongoing support, warranties and parts for your purchase locally if you are from Europe or the US. These dealer fees are not set by Ormsby Guitars and we take no responsibility for any charges incurred, and we will not reimburse import costs such as VAT or customs duties.
PRE-ORDER CHANGES AND CANCELLATIONS - CUSTOMSHOP / FACTORY CUSTOM
You have 7 days from the order date to cancel for a full refund. Cancellations forfeit a $500 AUD deposit. $1000 once started. Your order generates significant amounts of administration work, scheduling, parts manufacturing, and ultimately production of your instrument. Please choose carefully, as these terms are non-negotiable under ANY circumstance. By submitting an order, you agree to these terms.
PRE-ORDER CHANGES AND CANCELLATIONS - GTR / GTI
You have 7 days from the order date to cancel for a full refund. Pre-order cancellations forfeit a $350 AUD deposit. This deposit CAN be used for future orders within 12 months. Your order generates significant amounts of administration work, scheduling, parts manufacturing, and ultimately production of your instrument. If you already have a current pre-order for another Ormsby GTR/GTI Series instrument, and would like to change to this production run instead, an admin fee of $50 AUD applies. Please choose carefully, as these terms are non-negotiable under ANY circumstance. By submitting an order, you agree to these terms.
IN-STOCK GUITAR RETURNS POLICY
If you have purchased an in-stock guitar directly from our webstore or Reverb store and have changed wish to return an instrument, we are happy to facilitate that under the following conditions:
1. It is sent via DHL or FEDEX for any international deliveries, or TNT for Australian orders.
2. It is insured for the full value.
3. It is sent within seven (7) days of arrival.
4. A 20% restocking fee applies.
5. Postage is not included, nor will be refunded.
6. If your instrument has been modified at the factory to your request (eg: pickup swaps, setup changes), then additional costs may apply.
WEAR AND TEAR
Wear and Tear refers to natural aging of the instrument through usual and intended use as a musical instrument, using appropriate audio systems and storage mechanisms and ensuring adequate care is taken to ensure the protection of the instrument when it is in the owners possession. General wear and tear on your instrument is not covered by any warranty.
B-stock items sold “as is” for a reduced price aligned with their slight defects, and wear and tear provisions for returns or repairs will not be covered by Ormsby Guitars’ but can be attended to as an optional.
If you have any questions regarding any of these policies outlined above, please contact us on [email protected]