Refund policy

Refund Policy

Last updated: October 14, 2026

We want you to be satisfied with your purchase from 9Rivers Lutherie Superstore. If there is a problem with your order, please contact us at info@9rgw.com, and we will do our best to resolve it promptly.

Returns

You may request a return within 30 days of delivery.

To be eligible for a return, the item must be:

  • Unused, uninstalled, and in the same condition in which it was received;

  • Complete with all included parts, accessories, manuals, and packaging; and

  • Accompanied by your order number or other proof of purchase.

To request a return, email info@9rgw.com before sending the item. Please include your order number, the item you wish to return, and the reason for the return.

Returns sent without prior authorization may be delayed or refused.

Return Shipping

Unless the item is defective, damaged in transit, incorrect, or applicable law requires otherwise, customers are responsible for return shipping costs.

We recommend using a tracked and insured shipping service. 9Rivers Lutherie Superstore is not responsible for returned items that are lost or damaged before reaching us.

Original shipping charges, customs duties, import taxes, brokerage fees, and other delivery-related charges are non-refundable unless the return results from an error by 9Rivers Lutherie Superstore.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us as soon as possible—preferably within 7 days of delivery.

Please include:

  • Your order number;

  • A description of the problem; and

  • Clear photographs of the item, packaging, and shipping label.

Keep the original packaging and all packing materials until the claim has been resolved. After reviewing the information, we may offer a replacement, repair, refund, or another appropriate solution. If the problem is our responsibility, we will cover reasonable return shipping costs.

Missing Items

If an item appears to be missing, please check your shipping confirmation to determine whether the order was sent in multiple packages. If you still believe something is missing, contact us at info@9rgw.com with your order number and details of the missing item.

Non-Returnable Items

The following items cannot normally be returned:

  • Custom-made, personalized, modified, or special-order products;

  • Gift cards and downloadable or digital products;

  • Clearance items specifically marked as “Final Sale”;

  • Opened consumables, adhesives, chemicals, or other products that cannot be resold safely;

  • Items that have been installed, altered, misused, or damaged after delivery; and

  • Items returned more than 30 days after delivery.

These exclusions do not apply where an item was defective, damaged, incorrectly supplied, or where applicable law provides otherwise.

Exchanges

If you would like a different item, please contact us first. In most cases, the fastest option is to return the eligible item and place a new order after the return has been approved.

Defective, damaged, or incorrectly supplied products may be replaced without requiring a separate purchase.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved.

Approved refunds will normally be issued to the original payment method within 5 business days after inspection. Your bank or credit card provider may require additional time to process and post the refund.

If more than 10 business days have passed since we confirmed that your refund was issued, please contact us at info@9rgw.com.

Order Cancellations

If you need to cancel an order, contact us as soon as possible. We will attempt to cancel orders that have not yet been processed or shipped.

Once an order has been shipped, it cannot normally be cancelled and must instead be handled as a return under this policy.

Return Address

Do not send a return until you have contacted us and received return authorization.

Approved returns should be sent to:

9Rivers Returns
2979 156 ST
Surrey, British Columbia V3Z 8V8
Canada

Phone: +1 672-558-0097

Your Legal Rights

This policy is in addition to, and does not limit, any rights or remedies available to you under applicable consumer-protection laws or any separate written product warranty.

Contact Us

For return or refund questions, please contact:

9Rivers Lutherie Superstore
Email: info@9rgw.com
Phone: +1 672-558-0097
Website: https://9rgw.ca