OUR GENERAL TERMS & CONDITIONS


General Sales & Pricing

  • All sales are final, with the limited exceptions noted below. All prices are in Canadian dollars (CAD).
  • Prices are based on in-store Canadian pricing and exclude applicable taxes, duties, and import fees. 

Returns of Guitars, Mandolins, Banjos, Amplifiers, etc.

We operate with a no-returns policy on instruments and amplifiers, except where a 48-hour approval has been specifically arranged in advance (see below).

Return policy details and eligibility can vary with each individual instrument and sale. Please speak with our staff before purchase if you have any questions.

48-Hour Approval – New Instruments Shipped Within Canada

We routinely ship new instruments to long-distance customers on a 48-hour approval basis within Canada only.

  • The 48-hour approval must be arranged at the time of purchase and will be clearly noted on your sales contract.
  • If, within 48 hours of receiving the instrument, you decide it’s not for you, you may return it for a refund of the purchase price, less shipping costs.
  • The instrument must be returned in the same condition as shipped, with all original packaging, paperwork, and accessories.

Please note: 

  • Certain lifetime warranty conditions on new guitars may limit or prevent a full refund on some products. 
  • Because every instrument and every sale is unique, the specific terms of a 48-hour approval may differ.

Refunds to Foreign Currency Credit Cards

Refunds are processed in Canadian dollars, for the exact Canadian amount originally charged. Exchange rates between the Canadian dollar and other currencies (such as USD) fluctuate constantly. As a result:

  • The amount shown on your credit card statement in your home currency may be slightly higher or lower than your original charge, depending on the exchange rate at the time of the refund.
  • We see the same Canadian dollar amount leave our account as originally entered. Only the foreign currency equivalent on your statement will vary based on your bank’s rate.

Both the Canadian refund amount and your card issuer’s foreign currency equivalent will appear on your statement.

Returns of Strings & Accessories

We are happy to refund, credit, or exchange strings and most accessories, provided that:

  • Items are returned within a reasonable time after purchase, and
  • Items are in original, unused condition with all original packaging.

Shipping costs are not refundable. 

Returns of Effects Pedals, Recording Gear, Microphones, etc.

Effects pedals, recording gear, microphones and similar products are non-returnable, unless they were purchased on a specifically arranged 48-hour approval basis.

Where a 48-hour approval has been agreed upon, the terms will follow the same general conditions outlined above for new instruments (approval must be pre-arranged, refund less shipping, item returned in original condition, etc.).

    Warranty – New Instruments, Electronic Gear & Effects

    Every new instrument, amplifier, and effect we sell is covered by the manufacturer’s warranty.

    • Warranty periods vary by manufacturer and may range from one year up to lifetime coverage, depending on the product and brand.
    • Long-distance customers are responsible for the cost of shipping the item to us for warranty assessment or repair.
    • After repair or replacement, we will ship the item back to you at our expense.

    For items shipped outside Canada:

    • Warranty coverage is not available locally; instruments and gear must be returned to Canada to process any warranty claim through us.

    Please contact us if you have any questions about the specific warranty terms for a particular product. 

    Warranty – Used & Vintage Instruments

    Used and vintage instruments are sold without warranty. However:

    • Our team of luthiers and guitar technicians thoroughly inspects and sets up each instrument before it leaves the shop.
    • For long-distance customers, we encourage you to provide: 
      • Your playing style and right-hand attack
      • Action height expectations
      • Any alternate tunings

    This allows us to perform a custom setup prior to shipping and gives us a second opportunity to spot and correct any previously unnoticed issues. 

    Warranty – Used & Vintage Amplifiers & Effects

    Used amplifiers and effects are sold “as-is, where-is."

    • We are not amplifier technicians, and we are not equipped to perform in-depth testing or overhauls on used amps.
    • Our evaluation is limited to basic functional testing in-store (plugging in and playing through the unit to confirm that it works properly at the time of sale). 

    Because of this, no warranty is offered on used and vintage amplifiers or effects. 

    Summary / Customer Service Statement

    Since 1977, The Twelfth Fret has built a large and loyal clientele, founded on exceptional customer service and deep product knowledge.

    Our goal is simple: to ensure that every customer is well-served and satisfied, whether the purchase is small or significant.

    If you are new to our shop and our team, we invite you to read what others have to say on our Customer Testimonials page here on our website.

    If you have any questions about these terms, returns, or warranty details, please feel free to contact us.

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