Returns and exchanges

As a consumer, you have the right to return the material even if it is in perfect condition within 14 calendar days from the receipt of your order.

To return or exchange an item, it is essential that you follow these steps:

1. Contact us by phone at + 34 954 90 25 50, email at info@matguitars.com, or via WhatsApp at 647 639 532.
2. Send us the withdrawal form along with the material to be returned. Access the form.
3. The product may only be tested to the extent necessary to verify its nature, characteristics, and functioning, equivalent to what could reasonably be done in a physical store. Any use, handling, or testing that exceeds this verification and results in a decrease in the product's value may lead to a depreciation of the amount to be refunded.
4. Upon receiving the material, Matguitars reserves the right to make a quantitative estimate of the depreciation of the material's value when:
   • The product does not have the brand's original packaging or it is damaged: up to 20%.
   • The product shows evident marks of use or any type of marks that cannot be cleaned, such as fingerprints or other signs of handling: between 20% and 50%.
   • Products that, for hygiene reasons, are returned and must be sanitized for resale, such as headphones, in-ear monitors, ear protectors, or microphones: will be depreciated by 50%.
   • Any accessory, part, manual, inner packaging, or component originally included with the product is missing: between 20% and 60%.
5. There are certain items that, due to their nature, cannot be returned once opened, unsealed, delivered, downloaded, and/or activated, as applicable. These include, among others, books, DVDs, cables, strings, software products, digital licenses, downloads, activation keys, or similar products.
6. In the case of software products, digital licenses, downloads, or activation keys, no returns or refunds will be accepted once the product has been delivered, downloaded, activated, or the customer has been provided with the corresponding access, license, key, or code.
7. Voluntary returns of material or changes to orders within the legal period of 14 days from delivery can be made by:
   • Sending the material by your own means with carriage paid, always indicating the order number. Once the material is received and checked, we will issue the corresponding refund using the same payment method used for the order, except for cash on delivery, or via a discount voucher to be used fully or partially on our website.
     
     MAT Guitars & Basses
     C/ Balance, 52 (PISA)
     41927 Mairena del Aljarafe
     Sevilla
     Tel: 954 90 25 50
   • You can also deliver the material to us personally at our store located in Polígono PISA, C/ Balance nº52, in Mairena del Aljarafe, Seville.
8. In the event of proceeding to return material included in a promotion or accompanied by gifts or other discounted products, all received products must be returned. If any of the products are not returned, their value will be deducted from the refund amount, according to the price list on the day the purchase was made. If the sale assigned any type of “points” or benefits for future purchases, these will be canceled.
9. Items manufactured at the customer's request, such as custom guitars, basses, and any other type of material expressly requested from the manufacturer, cannot be returned or canceled from the moment they are ordered from the manufacturer, which is when the customer makes the payment. Where applicable, amounts paid in advance as order confirmation will not be refunded.

Open seals

At Matguitars, we have our own quality system, and for this reason, we open a percentage of the material that arrives to us. Therefore, even if you see the packaging with open seals, we guarantee that it is a new product and we offer you our full guarantee in the same way.

If you do not want us to check the material before shipping it, you just need to indicate it in the comments when placing your order.

DO NOT MAKE ANY RETURN OR EXCHANGE WITHOUT CONSULTING US FIRST.

You can find more information in our Legal Terms section.