We want you to be thrilled with your Loog product. However, if you are unhappy with your purchase and are looking for a refund or exchange, we are here to help. You can return or exchange an item through our Returns Portal at returns.loogguitars.com.

Here are a few important things to keep in mind (full Shipping & Returns policy below):

I changed my mind. Can I return my order?

We understand that sometimes a change of mind can happen, and we're happy to accommodate returns in such cases. 😊

Returns can be initiated through our Returns Portal at https://returns.loogguitars.com/#/.

Kindly initiate a return request within 30 days of receiving your item, ensuring it is returned in original, unused, and resellable condition with the original packaging. Please note that original shipping charges are non-refundable. Opting for a refund will incur a 20% restocking fee on the returned item. However, the restocking fee will be waived if you choose store credit or an exchange.

If the item is damaged, we will follow the warranty Claim process. See this article for more details.

Once we receive the returned item and verify its condition, we will promptly process your refund to the original payment method you used to place the order within 7-10 business days, should you opt for a refund. Alternatively, if you choose store credit for a future purchase, you will get it immediately, and the 20% restocking fee won’t be charged.

 

• You have 30 days to return an item from the date you received it. We charge a restocking fee of 20% of the order, and the original packaging must be intact. Please note that the original shipping charges are non-refundable. Defective or damaged orders are covered by our warranty and aren't subject to any return shipping fees. If you'd like to exchange your order for a different Loog product, we'll waive the fee too.
• Products shipped outside of the contiguous United States are not eligible for return.
• Only items that have been purchased directly from loogguitars.com can be returned to Loog. Loog products purchased through other retailers must be returned in accordance with their respective returns and refunds policy.

Shipping & Returns

Loog Guitars ("we" and "us") is the operator of (https://www.loogguitars.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.
This price will be the final price for shipping cost to the customer.

3. Returns
3.1 Return Due To Change Of Mind

We understand that sometimes a change of mind can happen, and we're happy to accommodate returns in such cases. 😊

Returns can be initiated through our Returns Portal at https://returns.loogguitars.com/#/.

Kindly initiate a return request within 30 days of receiving your item, ensuring it is returned in original, unused, and resellable condition with the original packaging. Please note that original shipping charges are non-refundable. Opting for a refund will incur a 20% restocking fee on the returned item. However, the restocking fee will be waived if you choose store credit or an exchange.

If the item is damaged, we will follow the warranty Claim process. See this article for more details.

Once we receive the returned item and verify its condition, we will promptly process your refund to the original payment method you used to place the order within 7-10 business days, should you opt for a refund. Alternatively, if you choose store credit for a future purchase, you will get it immediately, and the 20% restocking fee won’t be charged.

Please be aware that Loog Guitars will refund the value of the returned goods but will not refund any shipping charges that were paid when you bought your Loog items.

We cannot accept returns after 30 days unless it’s a warranty claim. To submit a warranty claim, please write to us at support@loogguitars.com and include a video or pictures of the faulty item.

It's important to note that products shipped outside the contiguous United States are not eligible for return.

3.2 Warranty Returns
Upon receipt of the warranty claim, you can expect Loog Guitars to process your request within 7 days.  If approved, we will send a replacement item. No refunds will be issued for warranty claims.  You can opt for store credit if you don’t want to get a replacement.
NOTE: We can only accept warranty claims from items purchased directly from loogguitars.com. For products purchased from other retailers, you must contact them and follow their respective warranty policy.
To initiate a warranty claim, please write to us at support@loogguitars.com

4. Delivery Terms
4.1 Transit Time Domestically
In general, domestic shipments are in transit for 3 - 7 days

4.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time
Orders are usually dispatched within 3 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping
Loog Guitars will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.

4.6 Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website

7.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Loog Guitars encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Loog Guitars at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping. The cost of the initial shipping will not be refunded.

8. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order
has already been dispatched, please refer to our refund policy.

9. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

10. Customer service
For all customer service enquiries, please submit an enquiry at https://loogguitars.com/pages/contact-us