Refund policy
The window
You have 48 hours from the moment the instrument arrives to decide. The clock starts on delivery, not on the day you ordered.
How to start a return
Email shop@lauzonmusic.com inside that window and we will authorize the return. Nothing comes back without being authorized first.
Returns
Once the instrument reaches the store in the same condition it left, we refund the order in full, less the actual shipping cost in both directions and a 10% restocking fee.
Exchanges
If you would rather exchange it for something else, there is no restocking fee. You cover the shipping on the original instrument going back. We ship the replacement out to you the same way we shipped the first one.
Orders shipped outside Canada
The same terms apply everywhere: 48 hours from the moment it arrives, authorized by email first, and the refund is the order less the actual shipping both ways and a 10% restocking fee.
Be aware of what that means on a long haul. Return freight from outside North America is the buyer's, it is genuinely expensive, and any duty or brokerage you paid on the way in is not something we can refund. Ask us anything you are unsure about before you buy rather than after.
Custom orders and special orders
A minimum 25% deposit places a custom order, and it can vary by product. Once we have placed the order with the builder, the deposit is non-refundable and the order cannot be cancelled. A custom build is made to your spec and to nobody else's, so once the builder starts, it exists because you asked for it. We would rather say that plainly now than surprise you with it later.
A special order for something a builder already makes as a stock model is different. You can cancel any time before the builder invoices it and ships it to us, and we refund what you paid less 3% to cover the card processing fee. Once it has shipped to us it is final sale. If it arrives with something wrong, we put that right.
Pre-orders from the Catalogue
These terms cover every pre-order from the Catalogue: current models we order in from the supplier for you. Placing a pre-order means you agree to them.
Paying for it. You choose at checkout: pay the full price, or pay a 25% deposit. On a deposit, we charge the balance when the guitar reaches the shop, before it ships to you. A deposit is paid by card or PayPal and can't be financed; financing is available on full payment only.
The price. You pay the price you ordered at. Once your order is placed we hold that price, even if the supplier raises it before the guitar arrives.
When it arrives. Time of arrival varies by product. It can be anywhere from two weeks up to several months. After you order, we confirm the ETA with the supplier and email it to you. If it changes, we let you know.
Cancelling. You can cancel any time before the supplier invoices it and ships it to us, and we refund what you paid less 3% to cover the card processing fee. If the supplier can't supply it, we refund everything you paid, with nothing deducted.
Once it ships to us. It is a special order and final sale, and the 48-hour return window does not apply. If it arrives with something wrong, we put that right, and every new instrument carries the full manufacturer warranty.
Questions
Email shop@lauzonmusic.com or call (613) 725-1116 and talk it through with us. We would rather answer a question before you buy than sort out a return after.