Refund policy
Returns, Refunds & Cancellations Policy
Effective Date: April 2, 2026
This policy applies to all purchases made on www.professornigels.com.
Professor Nigel’s
We take great care in selecting, inspecting, and shipping every item. Our return policy is designed to be fair, consistent, and predictable for both customers and our small team.
Please review the following terms carefully before purchasing.
1. Return Timeframes
New Items:
Return requests must be initiated within 7 calendar days of delivery.
Pre-owned / Used & Vintage Items:
Return requests must be initiated within 7 calendar days of delivery.
Pre-owned Instruments (Guitars and Basses):
All sales are final unless otherwise stated in the item description.
New Instruments (Guitars and Basses):
See the dedicated section below for additional conditions.
2. Return Authorization
All returns must be authorized in advance by contacting:
Unauthorized returns may be refused.
3. Return Conditions
Items must be returned in:
- Original, as-shipped condition
- With all original packaging and included materials
- With all accessories, documentation, and protective materials
- With no signs of use, modification, or handling wear beyond normal inspection
The buyer is responsible for:
- Return shipping
- Insurance
- Packaging
- All transit-related costs
Damage caused by improper packing or missing materials may result in:
- Reduction of refund
- Refusal of return
4. Restocking Fee
A 15% restocking fee applies to all preference-based returns.
The restocking fee does not apply when the return is due to:
- Item received not as described
- Shipping damage
- Defective merchandise
- Error made by Professor Nigel’s
Shipping and transit costs are non-refundable unless required by law or due to seller error.
5. Refund Process
Refunds are issued only after:
- The returned item is received
- The item is inspected
- The item is confirmed to meet return-policy conditions
Refunds are issued to the original payment method.
Please allow up to:
5 business days
after receipt of the return for processing.
6. Non-Returnable Items
The following items are not eligible for return unless defective or shipped in error:
- All pre-owned instruments (unless stated otherwise in the item description)
- Custom or special-order items
- Cut bulk materials (e.g., cable, sleeving)
7. New Instruments
New instruments may be returned within 7 calendar days of delivery only if returned in original, as-shipped condition with all original packaging, accessories, and included materials.
A 15% restocking fee applies to all preference-based returns.
The buyer is responsible for:
- Return shipping
- Insurance
- All transit-related costs
All returns must be authorized in advance.
Unauthorized returns may be refused.
Items must be returned with:
- All original packaging materials
- Case candy, tags, tools, and documentation
The instrument must show:
- No signs of use
- No modification
- No handling wear beyond normal inspection
Missing materials, improper repacking, or new damage may result in:
- Reduction of refund
- Refusal of return
8. Items Not as Described
If you believe an item arrived in a condition other than described:
You must:
Notify us within 24 hours of delivery
Provide clear photographs or video of:
- The item
- All packaging materials
We will review the information and determine the appropriate resolution.
If the return is approved, we will provide a return shipping label.
9. Items Damaged in Transit
If your shipment arrives with visible damage:
- Document the condition of the packaging before opening
- Take clear photos of all sides of the box
- Notify us promptly
- Retain all packaging materials
We will coordinate with the carrier and assist with the claim process.
10. Lost Items or Incomplete Deliveries
If your shipment required a signature and was delivered without one, we will assist with the carrier investigation.
If a shipment is marked delivered but not received, we will work with the carrier to investigate and determine the appropriate resolution.
11. Order Cancellations
Orders are processed quickly to ensure fast fulfillment.
Because orders enter our workflow immediately, Professor Nigel’s does not accept routine order cancellations.
In rare cases where an exceptional cancellation request is approved before shipment, a 15% cancellation fee may apply to cover processing and preparation costs already incurred.
Once an order has shipped, it cannot be canceled.
If eligible, the standard return policy will apply.
12. Manufacturer Warranty & Defects
Brand new items are covered by the manufacturer’s warranty where applicable.
If a brand new item arrives dead on arrival (DOA) or otherwise not functioning normally upon arrival, please contact Professor Nigel’s promptly. Such issues must be reported within the applicable return or claim window and, if approved, returned to Professor Nigel’s for inspection and handling.
For manufacturer defects or functional issues that arise after initial receipt, service and repair must be handled directly through the manufacturer’s warranty process. Professor Nigel’s does not perform warranty repairs or make final defect determinations.
Buyer-paid return shipping applies to all returns unless:
- The item was damaged in transit
- The incorrect item was shipped
- A DOA or initial-functionality return has been authorized by Professor Nigel’s in advance
13. Questions?
Email: info@professornigels.com
Phone: (602) 834-0744
Visit: www.professornigels.com