Warranty Policy

At Guitar Factory, we want our customers to enjoy their products with confidence. Therefore, we provide a one-year product warranty from the date of purchase, subject to the following terms and conditions.

This warranty is separate from our customer convenience return policy and our initial defect support, which applies within seven days of product delivery.

1. Products Covered by the Warranty

Products that meet all of the following conditions are eligible for warranty coverage.

The product must be within one year from the date of purchase.

The product must have been purchased through the official Guitar Factory online store or an authorized retailer recognized by our company.

The purchase must be verifiable through an order history, delivery receipt, sales receipt, warranty certificate, or other valid proof of purchase.

The defect must be recognized by our company as a product-related issue.

For initial defects, customers who contact us within seven days, including the delivery date, will receive initial defect support.

Any defect discovered after the seven-day period from the delivery date will be handled as a regular warranty claim under this policy.

This policy does not restrict any legal rights customers may have under applicable laws if the product does not conform to the agreed specifications, quality, or contractual terms.

2. Warranty Coverage and Services

For products confirmed to be eligible for warranty coverage, we will determine the appropriate solution based on the nature of the defect, the condition of the product, the availability of parts and products, and manufacturing circumstances.

Available warranty services may include product inspection, repair, adjustment, parts replacement, shipment of replacement parts, replacement with the same or an equivalent product, remanufacturing, or any other solution deemed appropriate by our company.

The method of resolution will be determined by our company within reasonable limits.

If the same product has been discontinued, is out of stock, or is difficult to obtain, we may use an equivalent product or component with comparable functionality and performance.

3. Situations Not Covered by the Warranty

Even within the warranty period, free warranty service may not apply in the following situations. Such cases may be subject to paid repairs or may not be eligible for service.

The customer cannot provide an order history, delivery receipt, sales receipt, warranty certificate, or other documentation verifying the purchase.

Damage or malfunction resulting from use that does not comply with the instruction manual, product page, or provided precautions.

Damage caused by dropping, tipping over, impact, compression, water exposure, foreign objects, or other external factors.

Damage resulting from improper storage, packaging, or transportation.

Cosmetic damage occurring after use, including neck breakage, body cracks, dents, scratches, peeling paint, or other external damage.

Warping, cracking, paint checking, adhesive separation, or similar damage caused by sudden or excessive changes in temperature or humidity.

Batteries, strings, and other parts or consumables that naturally wear out or deteriorate through normal use.

Normal wear and tear or aging of jacks, switches, potentiometers, faders, footswitches, and similar components.

Normal wear and tear of frets, nuts, saddles, bridges, tuning pegs, and other components.

Modification, disassembly, repainting, alteration, component replacement, or improper adjustment performed by the customer or a third party.

Products repaired, modified, or altered by anyone other than our company or an authorized service provider.

Damage caused by fire, earthquakes, lightning, floods, storms, or other natural disasters.

Malfunctions caused by abnormal voltage, incorrect power supplies, connections to incompatible equipment, or other external electrical factors.

Problems caused by external equipment, cables, power supplies, applications, communication environments, or other components unrelated to the product itself.

Claims based on personal preferences or subjective impressions regarding tone, weight, playability, or other characteristics when the product has no specification-related defect and performs within the specifications stated on the product page.

Malfunctions resulting from commercial use, rental use, or other usage that significantly exceeds normal operating conditions.

Products with removed or altered serial numbers, warranty stickers, or other identifying markings.

Products used or stored outside Japan, unless our company has separately agreed to provide warranty support.

However, the above exclusions do not apply if our company determines that the issue existed at the time of purchase, occurred earlier than reasonably expected under normal use, or resulted from a manufacturing defect.

4. Products Made with Natural Wood

Products made with natural wood, including guitars, may naturally vary in grain patterns, figuring, pores, color, shade, and weight.

Variations that fall within the range reasonably expected from natural materials, based on the product description and published images, are not considered defects or warranty-covered issues.

However, this does not apply when the product does not conform to the ordered specifications or the description provided at the time of purchase.

5. Guitar and Bass Adjustments

Because guitars and basses are made using wood, their condition may change depending on transportation, storage conditions, temperature, humidity, string tension, playing conditions, and other environmental factors.

These changes may affect neck relief, string action, intonation, pickup height, and other adjustments.

If an adjustment-related issue that affects playability is discovered within seven days, including the delivery date, and our company determines that it resulted from the product's original condition or the condition at the time of shipment, we will provide inspection or adjustment as part of our initial defect support.

Adjustments required after the seven-day period due to seasonal changes, storage conditions, changes in string types, or normal use may be subject to additional charges, even within the warranty period.

The appropriate response will be determined after inspecting the product and identifying the cause of the issue.

6. Repair Policy

As a general rule, repairs are accepted by having customers ship the product to an address designated by our company.

Customers must contact our support team before sending any product for repair.

Products sent without prior notification, or products that have been disassembled, modified, or improperly repaired, may be refused or excluded from repair services.

During repairs, we may use replacement or alternative components with equivalent functionality and performance.

Removed components will generally not be returned, except where required by law or separately agreed upon in advance.

We do not provide loaner or replacement units during the repair period.

Repair times may vary depending on the product's condition, availability of replacement parts, and the work schedule of the manufacturer or factory.

If a repair is expected to take a considerable amount of time, we will provide an estimated completion period whenever reasonably possible.

7. Warranty for Repaired Parts

Parts that have been repaired or replaced by our company will receive additional warranty coverage for three months from the date the repaired product is shipped back to the customer, or for the remaining period of the original warranty, whichever is longer.

This additional warranty applies only to defects involving the same repaired or replaced parts and resulting from the same cause.

For paid repairs that are not covered by the original warranty, separate warranty conditions may be provided at the time of repair acceptance.

8. How to Request Warranty or Repair Service

Customers who wish to request repairs or warranty support may contact us through any of the following channels.

Email: support@guitarfactory.jp

Phone: 047-314-1968

The contact form available on our website.

When contacting us, please provide the following information whenever possible.

Order number or place of purchase.

Customer's full name.

Product name and serial number.

Date of purchase.

Description of the problem and circumstances under which it occurred.

Equipment used and connection details.

Photos or videos showing the issue, if available.

After confirming the situation by phone, email, or other communication channels, we will provide the repair reference number, return address, and shipping instructions.

9. Shipping Fees for Warranty Service

Initial Defects

If the customer contacts us within seven days, including the delivery date, and our company confirms that the product has an initial defect, we will cover both the shipping cost from the customer to our company and the return shipping cost from our company to the customer.

Regular Repairs Within the Warranty Period

For warranty repairs requested after the seven-day period from the delivery date, the customer is responsible for the shipping cost of sending the product to our company.

If the product is confirmed to be covered by the warranty, our company will cover the shipping cost of returning the repaired product to the customer.

Products Outside the Warranty Period or Not Covered by the Warranty

For products outside the warranty period or not eligible for warranty coverage, the customer is responsible for the shipping cost of sending the product to our company.

Repair fees, replacement parts costs, and return shipping fees from our company to the customer will be communicated during the repair application or quotation process.

If No Defect Is Found During Inspection

If our inspection determines that there is no defect in the product, or that the issue was caused by external equipment, cables, power supplies, settings, usage methods, or other external factors, the customer may be responsible for return shipping, inspection fees, and other necessary costs, even if the product is still within the warranty period.

If any fees will apply, we will generally inform the customer of the amount or calculation method before proceeding with the work.

10. Shipping Products for Repair

After the repair request has been accepted, we will provide the designated shipping address.

When sending the product, please package it using the method specified by our company. Please also write "Repair Item Enclosed" and the repair reference number on the outer packaging or shipping label.

To prevent damage during transportation, please use an appropriate box, protective materials, and suitable packaging methods for the product.

Damage caused by improper packaging may not be covered by the warranty.

11. Liability and Damages

Our company shall not be held responsible for business losses, missed performance opportunities, data loss, or other indirect or incidental damages resulting from product malfunctions or repairs, where such damages cannot be attributed to our company.

If our company is found legally responsible, the handling of such claims shall comply with the Civil Code, Consumer Contract Act, and other applicable laws.

Nothing in this policy shall exempt or limit our company's liability for damages caused by intentional misconduct, gross negligence, or other circumstances in which liability cannot legally be excluded or limited.

12. Legal Rights

This warranty policy does not restrict any rights customers may have under the Civil Code, Consumer Contract Act, or other applicable laws.

We sincerely appreciate your continued support and trust in Guitar Factory products.