Returns & Refunds Policy

Last updated: October 18, 2026

At Strumly, we want every customer to feel confident and excited about their purchase.

We carefully select our products to help make learning guitar easier, more enjoyable, and accessible to everyone. Your satisfaction is important to us, and we always aim to provide a fair and helpful solution when something doesn't go as expected.

To ensure a smooth experience for everyone, we've outlined our return, refund, and delivery guidelines below.

1. Returns & Our 14-Day Policy

We understand that sometimes a purchase may not be quite what you expected.

For eligible online purchases, you have the right to request a return within 14 days of receiving your order, without providing a reason.

To exercise this right, simply email us at info@strumly.com within the 14-day period and clearly indicate that you wish to return your purchase.

After notifying us, you have an additional 14 days to send the item back.

To help us process your return efficiently, we kindly ask that:

• The product is returned with its original accessories and components.

• The item is carefully packaged to prevent damage during return shipping.

• You include your order number or another way for us to identify your purchase.

• You contact us before shipping the return so we can provide the correct instructions.

You may inspect the product as you would in a physical store. If it has been handled beyond what is necessary to establish its nature, characteristics, and functionality, you may be responsible for any resulting reduction in its value.

For standard change-of-mind returns, customers are responsible for the direct cost of return shipping, unless otherwise required by law.

Certain products, such as clearly personalized or custom-made items, may be excluded from the right of withdrawal where permitted by law. Any applicable exceptions will be communicated before purchase.

2. Damaged, Defective, or Incorrect Products

Every Strumly order should arrive in proper condition and match the product you purchased.

If something arrives damaged, defective, or incorrect, we are here to help.

We kindly encourage you to contact us within 7 days of delivery so our team can investigate the issue quickly and coordinate with our shipping partners when necessary.

Please email info@strumly.com with:

• Your order number.

• A brief description of the issue.

• Clear photos showing the problem.

• Photos of the packaging, if it arrived visibly damaged.

• A short video, if helpful to demonstrate a functional defect.

Our team will carefully review the information and may request additional details when reasonably necessary.

If a product is confirmed to be defective, damaged during delivery, or not as described, we will provide an appropriate solution in accordance with applicable consumer protection laws.

Depending on the circumstances, this may include a free repair, replacement, price reduction, or refund.

Where a refund is legally required, we will honor that obligation.

Important: The recommended seven-day reporting window helps us resolve delivery-related issues faster. It does not limit your statutory rights regarding defective or nonconforming goods.

3. Orders That Have Not Arrived

We understand how frustrating it can be when a package doesn't arrive as expected.

If your order has not arrived, please contact our support team before assuming it has been lost.

Our team will review the tracking information and, where appropriate, contact the shipping carrier to investigate.

Delivery investigations may involve reviewing:

• Tracking updates and shipment records.

• Carrier delivery confirmations.

• Available proof-of-delivery photographs.

• Information supplied by the customer.

• The results of an official carrier investigation.

If an order is confirmed lost or undelivered and we remain responsible for its delivery, we will arrange an appropriate replacement or refund in accordance with applicable law.

Please note that a tracking status alone may not always resolve a delivery dispute. We assess the available evidence and relevant delivery circumstances before making a decision.

Our goal is always to resolve genuine delivery issues fairly and efficiently.

4. Uncollected Packages & Missed Deliveries

We work hard to ensure every order reaches its destination successfully.

Once an order has been shipped, customers are responsible for providing accurate delivery information and reasonably cooperating with delivery or pickup arrangements.

If a package is delivered to a collection point, we kindly ask that it be collected within the timeframe specified by the carrier.

The following situations may result in additional delivery or return costs:

• Failure to collect a package from a designated pickup point.

• Providing an incomplete or incorrect delivery address.

• Repeatedly missing delivery attempts without arranging an alternative.

• Refusing delivery without first communicating with our team.

An uncollected or refused package does not automatically qualify for a free replacement or an unconditional refund.

If a parcel is returned to us because of an unsuccessful delivery caused by the customer's actions or omissions, we may offer reshipment at the customer's expense.

Where legally permitted, documented additional shipping or return costs caused by the failed delivery may be charged or deducted from an applicable refund.

Any such costs will be assessed fairly and communicated transparently.

This section does not affect statutory withdrawal rights, valid claims concerning non-delivery, or remedies available when the seller or carrier is responsible for the problem.

5. Reporting Problems After Delivery

We strongly encourage customers to inspect their orders as soon as they arrive.

For visible shipping damage, missing components, or incorrect products, reporting the issue within seven days helps us investigate while delivery details are still readily available.

Requests submitted after this recommended period may require additional verification, especially when it is unclear whether damage occurred during shipping or after delivery.

We may request reasonable supporting information to understand the condition of the product and the circumstances of the complaint.

Please understand that we cannot approve claims solely on the basis of an unsupported statement when the available evidence does not establish a problem.

However, genuine product defects remain covered by applicable legal guarantees, even when they are discovered or reported after seven days.

6. Situations Not Eligible for Complimentary Refunds

To keep our policies fair for all customers, certain circumstances do not automatically qualify for a complimentary refund or replacement.

These may include:

• Damage caused by misuse, accidents, improper handling, or unauthorized modifications after delivery.

• Normal wear and tear that does not constitute a product defect.

• Purchases that are no longer eligible for a change-of-mind return and do not involve a valid product defect or other legal entitlement.

• Minor personal preference differences that do not constitute a lack of conformity, outside the statutory withdrawal period.

• Packages left uncollected or refused without a valid reason, subject to the customer's legal rights.

• Claims that remain unsupported after a reasonable investigation.

Each situation will be reviewed individually. Nothing in this section excludes remedies required by applicable consumer protection laws.

7. Legal Product Guarantee

We believe our customers deserve products that work as intended.

Customers covered by EU consumer law benefit from a minimum two-year legal guarantee for qualifying product defects or lack of conformity.

If a product develops an issue covered by this guarantee, please contact our team with your order details and a description of the problem.

We will assess the claim and provide the legally appropriate remedy.

Depending on the circumstances, this may involve repair or replacement at no cost, or a price reduction or refund where required.

The legal guarantee does not cover damage caused solely by customer misuse or ordinary wear and tear unrelated to a product defect.

Your statutory rights remain fully applicable regardless of any additional commercial return conditions.

8. Return Shipping

For a standard change-of-mind return under the statutory right of withdrawal, the customer is responsible for direct return shipping costs unless otherwise required by law.

We recommend using a tracked shipping service and retaining your proof of postage.

For confirmed defective, damaged, or incorrect products, Strumly will cover the necessary return or replacement costs as required by applicable law.

Please contact us before sending back a faulty product so we can determine the most practical solution.

Returns should not be sent without first obtaining the appropriate return instructions.

9. Refund Processing

Once your return or refund request has been reviewed, we will notify you of the outcome.

For approved refunds outside the statutory withdrawal process, refunds are generally issued to the original payment method.

For valid statutory withdrawals, we will reimburse the payments required by law, including applicable standard outbound delivery charges, within 14 days of receiving your withdrawal notification.

Where permitted, we may withhold reimbursement until the returned goods have been received or you provide evidence that they have been sent back, whichever occurs first.

If you selected a more expensive delivery option than our standard delivery service, the additional cost is not necessarily refundable.

Your bank or payment provider may require additional time to display the refunded amount.

We do not issue arbitrary refund penalties or administrative charges.

10. Order Cancellations

We begin preparing orders as efficiently as possible to ensure timely delivery.

If you would like to cancel an order, please contact us as soon as possible.

When an order has not yet been dispatched, we will review whether it can be canceled before shipment.

If the order has already been shipped, cancellation and return arrangements will follow the applicable withdrawal and return procedures.

For products that are genuinely personalized or made to a customer's specifications, different cancellation conditions may apply where legally permitted.

11. How to Request a Return or Refund

Need help with an order? Our team is happy to assist.

Simply send an email to:

info@strumly.com

Please include your order number and a brief explanation of your request.

For product damage or delivery-related issues, supporting photos or other relevant evidence can help us resolve the matter more quickly.

Our team will review your request and guide you through the next steps.

Please wait for our return instructions before sending any products back.

12. Our Commitment to You

At Strumly, we believe that great customer service means finding fair solutions while maintaining a reliable shopping experience for everyone.

We take genuine concerns seriously, investigate claims carefully, and aim to resolve issues professionally.

We also appreciate our customers' cooperation in providing accurate information, collecting their deliveries, and reporting concerns promptly.

This policy does not restrict or replace any mandatory consumer rights available under applicable law.

Thank you for choosing Strumly and allowing us to be part of your guitar-learning journey.

Strumly Customer Support

info@strumly.com