Refund policy

Nuno Guitars Return Policy

14-Day Return Window

We have a 14-day return policy. You have 14 days from the date the carrier marks your package as "Delivered" to request a return. We rely on the official tracking timestamp from the carrier to determine the start of this 14-day period.

Condition of Items

To receive a full refund, items must be returned in original, brand-new condition with no signs of wear, with tags, and in their original packaging. You’ll also need the receipt or proof of purchase.

  • Restocking Fee: Items returned with signs of use (scratches, wear, dings) or missing accessories/packaging will be subject to a minimum 15% restocking fee or may be rejected entirely.
  • Packaging: Please ensure the item is packed safely inside a shipping carton. Do not tape shipping labels directly to the product box.

How to Start a Return (RMA Process)

All returns must be approved in advance.

  1. Contact us at info@nunoguitars.com within your 14-day window to request a Return Merchandise Authorization (RMA) number. Items sent back to us without first requesting a return will not be accepted.
  2. Once your return is approved and you receive your RMA, you will receive instructions on how and where to send your package. Please note that customers are responsible for paying all return shipping costs.
  3. RMA Display: Any return that does not have an approved RMA number clearly marked on the outside packaging will be refused and returned to the customer at their sole expense.
  4. You must ship (postmark) the item within 7 days of the RMA being issued. As long as the package is scanned by the carrier within this 7-day window, the return is valid, regardless of how long the return shipping takes to reach us.

Return Address:

Nuno Guitars
c/o Stone & Gold LLC.
141 Canal Street, Unit J
Nashua NH 03064
United States

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including custom products (such as special orders or personalized items). Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds & Non-Refundable Costs

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at info@nunoguitars.com.

  • Shipping Costs: Customers are responsible for all return shipping costs. Original outbound shipping charges are non-refundable and will not be included in your refund.
  • International Fees: We do not refund customs duties, VAT, taxes, or courier clearing fees paid at the time of the order. These are the sole responsibility of the customer. For international returns, the customer is responsible for attempting to recover any of these fees directly from their local customs or tax authorities.

European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.