Terms of service
Customer Service Policy
Last updated: October 18, 2026
At Strumly, great customer service is part of every purchase.
Whether you're just starting your guitar journey or need assistance with an existing order, our team is committed to providing helpful, professional, and fair support.
We believe the best solutions come from clear communication, mutual respect, and a genuine commitment to customer satisfaction.
1. We're Here to Help
Our customer support team can assist with:
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Product questions and general inquiries.
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Order confirmations and updates.
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Shipping and delivery concerns.
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Product usage and troubleshooting.
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Returns, replacements, and refunds.
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Other questions related to your Strumly experience.
For assistance, please contact:
We aim to respond within 1–2 business days, although response times may vary during particularly busy periods.
2. Providing the Best Possible Support
To help us resolve your request efficiently, please include relevant information when contacting our team.
This may include your order number, the email address used during checkout, and a clear description of your question or concern.
For product-related issues, we may request photos, videos, or additional details when reasonably necessary.
Providing accurate information helps us review your request and identify the most appropriate solution.
3. Fair & Thorough Reviews
Every genuine customer concern deserves attention.
We carefully review requests based on the available information, our store policies, and applicable consumer protection laws.
Depending on the situation, we may:
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Provide instructions or troubleshooting assistance.
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Request additional information.
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Investigate an issue with our fulfillment or shipping partners.
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Arrange a repair or replacement.
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Offer a partial or full refund where appropriate.
Refunds, replacements, and other remedies are assessed according to the circumstances of each case and the customer's legal rights.
We cannot guarantee complimentary replacements or refunds for issues caused by misuse, accidental damage after delivery, or other circumstances that do not qualify under applicable law or our voluntary policies.
4. Product Assistance & Troubleshooting
Some guitar-learning tools may require correct installation, adjustment, or familiarization before use.
If you experience difficulty using a product, we encourage you to contact us before assuming it is defective.
Our team may provide setup guidance, product instructions, or basic troubleshooting recommendations.
A product that requires adjustment or practice is not necessarily defective.
However, troubleshooting is not a substitute for a customer's statutory remedies when a product genuinely fails to meet applicable conformity requirements.
5. Responsible Use & Product Care
We encourage customers to follow the product instructions and use Strumly products as intended.
Damage resulting from improper use, unauthorized modifications, accidents, or ordinary wear and tear may fall outside the scope of complimentary after-sales remedies.
Every request will be assessed fairly, taking into account the product's intended use and applicable consumer rights.
6. Respectful Communication
We believe customer service should always be respectful, professional, and constructive.
Our team is committed to treating every customer with courtesy and understanding.
In return, we kindly ask customers to communicate respectfully and provide accurate information when requesting assistance.
Abusive, threatening, discriminatory, or harassing behavior toward our team is not acceptable.
Where necessary, we may limit abusive communications to written channels or take other proportionate measures, while continuing to respect our legal obligations and customers' statutory rights.
7. Refund & Replacement Requests
All refund and replacement requests are reviewed in accordance with our Returns & Refunds Policy and applicable consumer laws.
To maintain a consistent and fair process, we may request reasonable evidence to assess an issue.
Refunds are not automatically approved solely because a customer is dissatisfied, when the request falls outside applicable withdrawal rights, legal guarantees, or other refund entitlements.
Equally, when a product is genuinely defective or an order has not been fulfilled as legally required, Strumly will provide the appropriate remedy.
Our goal is to resolve legitimate concerns fairly while protecting the integrity of our policies.
8. Order Changes & Cancellations
If you need to change or cancel an order, please contact us as quickly as possible.
We will do our best to accommodate reasonable requests before the order is dispatched.
Once an order has entered the shipping process, changes may no longer be possible.
Any cancellation or return will remain subject to applicable consumer rights and our Returns & Refunds Policy.
9. Customer Privacy
We respect your privacy and handle customer information responsibly.
Information shared with our support team is used to help manage inquiries, verify orders, resolve issues, and fulfill our legal obligations.
For more information about how we handle personal data, please review our Privacy Policy.
10. Our Commitment to Fair Service
At Strumly, our goal is simple: to provide products we believe in and customer service you can rely on.
We strive to be responsive, transparent, and helpful while maintaining fair and consistent policies for every customer.
We appreciate your cooperation and look forward to helping you enjoy your guitar-learning journey.
Strumly Customer Support
Strumly — Making Guitar Learning Easier.