Effective Date: May 1, 2026 | Last Updated: May 1, 2026
This Refund Policy supplements our Terms of Service and the order confirmation you receive at checkout. Where this policy and a specific order confirmation conflict, the order confirmation controls for that order.
Hand-Built Instruments — What “Made to Order” Means
Each Arcform instrument is built to order in Colorado. Because every guitar is configured and crafted specifically for you, our refund policy is tailored to the realities of small-batch production. We choose materials, prepare wood, cut bodies, finish, wire pickups, and dial in setup specifically for your order. Once we begin that work, the materials and the time are committed to you.
Pre-Order Deposits
A $200 deposit reserves your production slot at the time you place an order. The remaining balance is charged when your instrument is ready to ship.
Cancellation Within 7 Days of Deposit
Within 7 days of paying your deposit, you may cancel your order for any reason and receive a full refund of the deposit. Email orders@arcformguitars.com from the address on your order with your order number and a brief note. We typically process the refund within 2 business days.
Cancellation After 7 Days, Before Production Begins
After the 7-day window but before we begin building your instrument, your deposit is refunded less a 10% administrative fee (covering payment processing and reserved-material costs). Production typically begins 2–4 weeks after order; we will email you when your instrument enters the build queue.
Cancellation Once Production Has Begun
Once production begins, the deposit is non-refundable. Materials and time have been committed to your specific configuration and cannot be reassigned to other orders.
Balance Payment
The remaining balance is charged when your instrument enters final inspection and is ready to ship. We will email you in advance so the charge is not a surprise. If we are unable to charge the balance (expired card, insufficient funds, etc.), we will hold the instrument in final inspection while we work with you to resolve payment, up to 30 days. If payment cannot be resolved within 30 days, the order will be canceled and the deposit forfeited; the instrument may then be sold to another buyer.
Refusal of Delivery
If you refuse delivery or are unreachable for delivery and the instrument is returned to us, you remain responsible for shipping costs incurred and a 15% restocking fee if you decide not to accept delivery on a re-shipment.
Defects and Damage in Transit
Inspect your instrument immediately upon delivery. If your instrument arrives with shipping damage or a manufacturing defect, contact us at orders@arcformguitars.com within 7 days of delivery with photographs and a description. We will repair, replace, or refund at our discretion and cover return shipping. See our Shipping Policy for the 48-hour visible-damage window for shipping-related claims.
Change of Mind (Buyer’s Remorse)
Because instruments are made to order, we do not accept returns for buyer’s remorse on delivered instruments. Play it, get to know it, and let us know if anything is not as specified; we will make it right. If you are not certain about color, pickguard, or other configuration choices, we encourage you to reach out before placing your order — we are happy to discuss options.
Warranty Claims
Warranty claims are handled separately from refunds. New Arcform instruments are sold with the manufacturer’s limited warranty made available at the time of sale. See our Terms of Service and the warranty document accompanying your order for coverage details and the claims process.
Configuration Changes
Requests to change your configuration (color, pickguard, options) must be made within 7 days of your deposit. After 7 days, we may have purchased materials and cannot change your order without restarting it as a new order, subject to the cancellation terms above for the original.
How to Start a Claim
Email orders@arcformguitars.com with your order number, the reason for your claim, and any supporting photos or documentation. We respond within 2 business days.
Questions
If anything in this policy is unclear, please reach out to orders@arcformguitars.com before placing your order. We would rather answer the question than process a refund.