Refund, Returns & Privacy Policy

At RiverRock Fine Guitars, customer satisfaction is our priority. This Return & Refund Policy outlines the terms and conditions governing product returns, exchanges, and refunds. By purchasing from RiverRock Fine Guitars, you agree to the policy stated below.

1. Return Eligibility

  • New Guitars and Amplified Equipment: Eligible for return within 14 calendar days from the date of delivery.

  • Accessories and Smaller Items: Eligible for return within 30 calendar days from the date of delivery.

  • Custom Orders, Special Orders, and Clearance Items: Not eligible for return or refund.

  • All returned merchandise must be in its original condition, including all packaging, documentation, accessories, and certificates of authenticity.

2. Refunds

  • Refunds are issued to the original form of payment after inspection and approval of the returned item.

  • Processing may take 5–10 business days from the date the return is received.

  • Shipping charges are non-refundable unless the return is the result of a RiverRock Fine Guitars error (incorrect item, defect, or damage during shipment).

3. Exchanges

  • Exchanges may be requested within the applicable return window.

  • Availability of replacement items is not guaranteed. Customers are responsible for any price differences.

4. Return Shipping

  • Customers are responsible for all return shipping costs unless otherwise authorized by RiverRock Fine Guitars.

  • A trackable and insured shipping service is strongly recommended. RiverRock Fine Guitars is not liable for items lost or damaged in transit.

5. Damaged or Defective Merchandise

  • Claims for damaged or defective merchandise must be submitted within 48 hours of delivery. Supporting photographs may be required.

  • Upon verification, RiverRock Fine Guitars will arrange for replacement, repair, or full refund at no additional cost to the customer.

6. Restocking and Rejection of Returns

  • All returned items are subject to inspection by RiverRock Fine Guitars.

  • If an item shows signs of use, handling, wear, or damage, RiverRock Fine Guitars reserves the right to:

    • Accept the return with a restocking fee of up to 15% of the purchase price, or

    • Reject the return entirely and ship the product back to the customer at the customer’s expense.

  • Determination of restockability and applicable fees is at the sole discretion of RiverRock Fine Guitars.

7. Return Authorization Procedure

All returns require prior authorization. To request authorization, contact support@riverrockfineguitars.com

with your order number, product details, and reason for return. Unauthorized returns may be refused or subject to additional fees.

Privacy Policy

Effective Date: 9/13/25

At RiverRock Fine Guitars (“we,” “our,” or “us”), your trust means everything to us. We’re committed to protecting your personal information and being transparent about how we handle it. This Privacy Policy explains what we collect, how we use it, and the choices you have when shopping with us.

Information We Collect

When you interact with our site, we may collect:

  • Contact details like your name, email, phone number, and shipping/billing address.

  • Payment details needed to process your purchase (we never store full credit card numbers).

  • Order history so we can provide service, recommendations, and returns support.

  • Technical details like your IP address, browser type, and browsing behavior via cookies.

How We Use Your Information

We use your information to:

  • Process and deliver your orders quickly and securely.

  • Provide customer support and respond to your questions.

  • Send order updates, special offers, or helpful guitar content (you can unsubscribe anytime).

  • Improve our site, services, and your shopping experience.

  • Detect and prevent fraud or misuse of our site.

Sharing Your Information

We do not sell your personal information, ever. We only share it with trusted partners when necessary to run our business, such as:

  • Payment processors to securely handle transactions.

  • Shipping providers to deliver your orders.

  • Technology partners who help us run our website and email services.
    We may also share information if required by law or as part of a business transfer.

Cookies & Tracking

We use cookies and similar tools to remember your preferences, make shopping easier, and understand how visitors use our site. You can disable cookies in your browser, but some features may not work as smoothly.

Protecting Your Data

We use industry-standard security measures to keep your information safe. While no system is 100% foolproof, we work hard to protect your data.

Your Choices & Rights

You have the right to:

  • Access, update, or delete your personal information.

  • Opt out of marketing emails at any time.

  • Request a copy of the information we hold about you.

To exercise these rights, email us at contact@riverrockfineguitars.com.

Children’s Privacy

Our site is intended for adults. We don’t knowingly collect information from children under 13.

Changes to This Policy

We may update this policy from time to time. If we make major changes, we’ll post an updated version here with a new effective date.

Contact Us

If you have questions about this policy or how we use your data, reach out anytime:

RiverRock Fine Guitars
13017 Chimney Stone Ct, Henrico VA 23233
contact@riverrockfineguitars.com
804-972-1283