We want every SageGuitar customer to feel confident. If something is genuinely wrong with your item, reach out and we will sort it out together.
What we accept and what we don't
To keep prices fair and inspection standards consistent for everyone, our policy is:
- We accept returns or exchanges only for items that are genuinely defective (manufacturing fault, electronics failure, structural defect from new) within the timelines below.
- We do not accept returns, exchanges, or refunds for change of mind — including dissatisfaction with tone, look, or feel after playing. Please be sure before you buy. Use our Help Me Choose tool or message us first if you are unsure.
Damaged on arrival
If your parcel or item arrives damaged, tell us within 48 hours of delivery. Email [email protected] or WhatsApp +65 8925 2625 with:
- Your order number
- Clear photos of the damaged area, the outer packaging, and the shipping label
- A short description of the issue
We will replace, repair, or refund at no cost to you. Return shipping for damaged items is on us.
Defective electronics (within warranty)
Electronic items (acoustic-electric guitars, electric guitars, amplifiers, pedals, and powered gear) carry a 3-month limited warranty from the date of delivery. If your item develops a manufacturing defect within this period, please follow the process in our Warranty Policy. Our preferred resolution is exchange with an equivalent unit; refunds are offered only as a last resort.
Items not eligible for return
- Pure acoustic guitars and accessories that are not defective (no warranty applies)
- Consumables: strings, picks, polish, cleaning cloths, capos, straps
- Custom or special-order items
- Clearance, ex-display, or final-sale items (clearly marked at checkout)
- Items showing signs of use, missing parts, or damage outside of shipping faults
Singapore Lemon Law
Your statutory rights under Singapore's Consumer Protection (Fair Trading) Act (CPFTA), commonly known as the Lemon Law, are not affected by this policy. If a product is found to be non-conforming or defective, we will repair, replace, or as a last resort refund or reduce the price, in accordance with the Act.
Return process
- Contact us first. Do not ship anything back without confirmation. Email [email protected] or WhatsApp +65 8925 2625 with your order number, photos or video, and a clear description of the issue.
- We troubleshoot together. Many issues (string buzz, tuning, intonation, battery) are resolved with quick guidance.
- If a return is approved, we will provide return instructions. Items must be returned in original packaging with all included accessories (bag, tuner, strings, picks, straps, cables).
- We inspect on receipt. Once we receive and verify the issue, we process the resolution within 7 working days. Bank processing time may add 1–3 working days for refunds.
Return shipping
For approved defect or damage claims, return shipping is at our cost. For items found on inspection to be working as intended (no defect), the item may be returned to the customer at the customer's cost.
Need help?
Email [email protected] or WhatsApp +65 8925 2625. We are based in Singapore and reply during shop hours.
