Refund policy

Last Updated: Aug 19, 2026

Frank Brothers Guitar Company reserves the right to update or modify this policy at any time. The version in effect at the time of your purchase will apply to that transaction. 

At Frank Brothers Guitar Company, each instrument is carefully built, inspected, and prepared for its owner. Because many of our products are custom-made, our return, refund, and cancellation policy differs from that of a traditional retail store. 

Please review this policy carefully before placing an order.

Custom-Built Instruments

No Returns or Refunds

All custom-built instruments are made to the customer's specifications.

As a result, all deposits and payments for custom-built instruments are non-refundable, and custom-built instruments are not eligible for return, exchange, or refund.

This includes guitars customized with customer-selected specifications, finishes, hardware, electronics, or other personalized options.

In-Stock Instruments

Return Eligibility

In-stock guitars may be considered for return only if the request is made within fourteen (14) days of delivery and: 

  • The return is approved by Frank Brothers Guitar Company in advance;
  • The guitar is returned in its original condition;
  • The guitar includes the original case, documentation, accessories, tools, and packaging where applicable;
  • The guitar shows no signs of abuse, modification, damage, excessive wear, or misuse.

Customers must please contact us before returning any instrument. 

Unauthorized returns will be refused or returned to the customer at their expense. 

Consignment Return Program for In-Stock Instruments

Because Frank Brothers guitars are specialized instruments produced in limited quantities, approved returns of in-stock guitars are handled through our Consignment Return Program.

Under this program, a returned guitar will be offered for resale by Frank Brothers Guitar Company on behalf of the original purchaser, at a price determined by Frank Brothers Guitar Company in its sole discretion. If the instrument is not resold within that period, Frank Brothers Guitar Company may, at its sole discretion, return the instrument to the original purchaser at the purchaser’s expense or extend the consignment period. 

Once the instrument has been successfully resold, the original purchaser will receive the resale proceeds, less applicable fees and charges described in this policy, within thirty (30) days of the completed resale. 

We cannot guarantee if, when, or at what price a returned instrument will ultimately be resold. If the instrument has not been resold within one hundred eighty (180) days of acceptance into the Consignment Return Program, the instrument will be returned to the customer at their expense, unless otherwise agreed in writing. Frank Brothers Guitar Company shall have sole discretion in determining the resale listing price and terms of any such resale. 

Acceptance of a returned instrument into the Consignment Return Program does not guarantee a sale or a specific refund amount. While instruments accepted into the program will be stored and handled with reasonable care, Frank Brothers Guitar Company’s liability for any loss, damage, or depreciation of consigned instruments shall not exceed the original purchase price of the instrument less any applicable fees. 

Consignment Fee

A $150 CAD non-refundable consignment and processing fee will be charged upon acceptance of the instrument into the Consignment Return Program and will be deducted from the proceeds of any approved resale, or invoiced separately if the instrument is not resold. If the resale proceeds are less than the consignment fee, the original purchaser will not receive any refund and may be responsible for any remaining balance. 

This fee helps offset inspection, preparation, administration, marketing, handling, and resale costs. 

Shipping Costs

Customers are responsible for:

  • All return shipping costs;
  • Insurance for returned shipments;
  • Any customs, brokerage, duty, or import-related charges associated with the return.

Original shipping charges are non-refundable.

Frank Brothers Guitar Company is not responsible for items lost or damaged during return transit. Risk of loss for any returned instrument remains with the customer until the instrument is received and inspected by Frank Brothers Guitar Company. 

We strongly recommend that returned instruments be securely packaged and fully insured.

Condition of Returned Instruments

Returned instruments must be received in original condition.

A guitar may be ineligible for participation in the Consignment Return Program if it has:

  • Been modified or altered;
  • Sustained damage;
  • Been improperly maintained;
  • Experienced excessive wear beyond normal inspection and evaluation;
  • Been returned without its original case, accessories, documentation, or included items.

Frank Brothers Guitar Company reserves the right to determine whether an instrument meets the requirements for resale.

Damaged or Incorrect Items

If you receive a product that is damaged during shipment or believe you have received an incorrect item, please contact us within five (5) business days after delivery. 

We may request photographs, shipping documentation, and other information necessary to investigate the issue and assist with any applicable shipping or insurance claims. If the claim is verified, Frank Brothers Guitar Company will, at its sole discretion, arrange for a replacement, repair, or refund as appropriate.

Consumer Rights

Nothing in this Return and Refund Policy is intended to limit, exclude, restrict, waive, or modify any mandatory, non-waivable rights or remedies that consumers may have under applicable consumer protection laws, including the Consumer Protection Act, 2002 (Ontario) and applicable federal legislation. 

To the extent that any provision of this policy conflicts with applicable law, the applicable law shall prevail. 

Questions?

Frank Brothers Guitar Company
21-B Carlaw Avenue
Toronto, Ontario M4M 2R6
Canada

Email: info@FrankBGC.com
Phone: +1 (647) 479-8023

Thank you for choosing Frank Brothers Guitar Company. We appreciate your trust in our instruments and look forward to supporting you throughout your ownership experience.