Refunds and Returns Last Updated: 27 February 2026
At Abasi Ouds, we are dedicated to delivering authentic, master-crafted instruments directly from our partner luthier workshops to your doorstep. Because of the specialized, fragile nature of our instruments and the complex international logistics involved in their delivery, we have established the following strict policies to protect our customers and our artisans.
By placing an order on our website, you agree to the terms outlined below.
1. Shipping & Delivery Limitations
A. The Logistics Route (Why It Takes Time) Please understand that you are purchasing a handcrafted acoustic instrument that ships internationally directly from the makers. Our logistics process involves two stages:
- Stage 1: Secure regional transport from the original artisan’s workshop to our international air dispatch centers. (This stage requires careful handling and local clearance, which takes time).
- Stage 2: International air freight to your destination via premium carriers such as DHL, FedEx, EMS, or Aramex.
B. Delays Are Not Grounds For Cancellation While we provide estimated delivery times (typically 10-25 business days total), these are estimates only. We are not responsible for, and cannot offer refunds for, delays caused by:
- International border crossings and dispatch routing.
- Customs inspections in the country of origin or destination.
- Force majeure events (political instability, extreme weather, strikes).
- Carrier delays during peak holiday seasons.
C. Remote Locations (Australia, Islands, Etc.) For destinations classified as “Remote Areas” by international couriers (including but not limited to Australia, New Zealand, and remote islands):
- Extended Time: Delivery may take significantly longer than standard estimates.
- Additional Costs: We reserve the right to contact you after purchase if the shipping carrier imposes a “Remote Area Surcharge” that exceeds our standard shipping rates. You will have the option to pay the difference or cancel the order for a full refund.
2. Return Policy We accept returns only under the following strict conditions. We do not accept returns for “change of mind” on custom-commissioned instruments.
A. Return Window You must contact us to initiate a return within 7 days of the confirmed delivery date. Requests made after 7 days will not be honored.
B. Eligibility For Return To be eligible for a refund, the instrument must be:
- Unused and Unmodified: The instrument must be in the exact condition you received it. Any scratches, alterations to the nut/bridge/pegs, or signs of wear will instantly void the return.
- Original Packaging: It must be returned in the original hard case (or wooden crate) and the original shipping box with all protective padding.
- Accessories: All included accessories (picks/rishas, extra strings, etc.) must be included.
C. Return Shipping Costs
- Buyer Responsibility: The customer is 100% responsible for the cost of return shipping to our designated return address (which may be our headquarters in Ireland or one of our international dispatch facilities, depending on the specific order).
- Insurance: You must ship the item with tracking and full-value insurance. If the instrument is lost or damaged during the return trip, we cannot issue a refund.
3. Refunds Once your return is received and inspected by our team:
- Approval: We will notify you of the approval or rejection of your refund based on the instrument’s condition.
- Restocking Fee: A restocking fee of 15% may be applied to cover initial handling, inspection, and packaging materials.
- Original Shipping is Non-Refundable: The cost we paid to ship the item to you (even if you received “Free Shipping” at checkout) will be deducted from your refund amount. International shipping for large acoustic instruments is expensive ($100-$250+ USD), and this cost is not recoverable by us.
- Processing: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 10 business days.
4. Customs, Duties, And Refused Packages
- We are not responsible for import taxes. The buyer is strictly responsible for all VAT, tariffs, duties, taxes, and handling fees imposed by their local government.
- Refused Packages: If you refuse to accept the package because you do not want to pay your local customs fees, the package will likely be destroyed or abandoned by the carrier. In this case, you will NOT receive a refund. If the carrier returns the package to us, we will deduct the return shipping cost + the original shipping cost + a 20% penalty fee from any potential refund.
5. Damages In Transit We pack our instruments in professional hard cases and heavy-duty boxes. However, international accidents happen. If your instrument arrives damaged:
- Do NOT discard packaging: Keep the box and all bubble wrap/materials.
- Take Photos: Take clear photos of the damage to the instrument AND the damage to the outer box.
- Report Immediately: You must contact us within 24 hours of delivery.
- Resolution: We will file a claim with the carrier. Depending on the severity, we will either compensate you for a local repair (by a qualified luthier) or arrange a replacement.
6. Contact Us To initiate a return or report an issue, please do not send the item back without prior authorization. Contact us immediately via our support page: https://abasiouds.com/contact/