Return and refund policy

Applicable to orders placed on deleeuw-guitars.com. Instruments acquired from an authorised stockist are subject to that stockist's own conditions.

1. Deliveries within the European Union and the United Kingdom: right of withdrawal

You have fourteen days to withdraw from your purchase, without giving any reason. The period runs from receipt of the instrument, or of the last item where several pieces are ordered together.

The right of withdrawal does not apply to instruments made to your specifications or clearly personalised, in accordance with Article L.221-28 3° of the French Consumer Code. This covers Custom Shop commissions and pieces built to an agreed specification: timber, shape, dimensions, finish, electronics or ornamentation defined specifically with you. Choosing among the options offered in our catalogue, neck profile, bridge, hardware, pickups and their finishes, does not constitute personalisation: pieces so configured benefit fully from the right of withdrawal. It is your responsibility to verify the accuracy of the specifications at order confirmation; they are binding for the making of the instrument. This exclusion is stated before you confirm your order. It does not affect the statutory warranties, which apply to every one of our pieces without exception.

To exercise your withdrawal, send us an unambiguous statement by email to order@deleeuw-guitars.com or by post to De Leeuw Guitars, atelier, 2 rue Philippe de Beaumanoir, 60700 Pont-Sainte-Maxence, France. The model form appended below may be used, though it is not compulsory. We acknowledge receipt the following working day and agree the return arrangements with you.

The instrument must reach us within fourteen days of your statement. Return costs are borne by you. Given the value and fragility of our pieces, we can arrange collection by a specialised carrier insured to the full value of the instrument; the cost is communicated to you before collection. If you arrange the return yourself, the instrument travels under your responsibility until received at the atelier, and we recommend insuring it to its value. Return the piece in its case and original packaging, with the accessories and certificate that accompanied it.

You may try the instrument as you would in a shop. You are liable only for any diminished value resulting from handling beyond what is necessary to establish its nature and characteristics, in accordance with Article L.221-23 of the French Consumer Code. Where applicable, a proportionate deduction is applied to the refund and justified in writing.

We refund all sums you have paid, including the price of the instrument and delivery charges where you paid them. If several delivery methods were offered and you chose one more costly than the basic method, the difference remains at your charge. Where delivery was complimentary, no amount is withheld on that account. The refund is made within fourteen days of your statement, though we may defer it until the instrument is recovered or proof of its dispatch is provided, whichever comes first. It is made by the payment method used at the time of order.

2. Deliveries to all other destinations: exchange guarantee

For deliveries outside the European Union and the United Kingdom, orders are final. In place of a right of withdrawal, every instrument benefits from the following exchange guarantee.

Within fourteen days of receipt, an instrument may be returned for exchange against another piece or for a store credit, valid for three years across the entire catalogue. The credit corresponds to the price of the instrument as invoiced, excluding delivery charges, taxes and import duties where applicable. The initial shipping costs, borne by the atelier, are deducted from the credit issued. An exchange is made against a piece of equal or higher value, the difference in price being payable by the client. The credit may be used in one or several purchases and is not transferable without our agreement. If the price of a piece subsequently chosen is lower than the credit, the balance remains as credit. One exchange only is granted per instrument originally ordered; the piece received in exchange may not itself be exchanged.

This guarantee does not apply to instruments made to your specifications or clearly personalised. Choosing among the options offered in our catalogue does not constitute personalisation: pieces so configured benefit fully from the exchange guarantee. It is your responsibility to verify the accuracy of the specifications at order confirmation; they are binding for the making of the instrument.

All returns require our prior written agreement, obtained from order@deleeuw-guitars.com. Instruments returned without this agreement are not accepted. The return is arranged by the atelier: we provide you with a shipping label, insurance to the full value of the instrument and packing instructions; the cost of this return is at your charge and is deducted from the credit issued, at the amount invoiced by the carrier, supporting document provided. The shipment of the piece supplied in exchange, insured under the same conditions, is borne by the atelier; the taxes and import duties relating to that piece remain at your charge. The instrument must reach us in its case and original packaging, with the accessories and certificate, in a condition allowing it to be offered for sale again; failing this, the credit may be reduced in proportion to the restoration required, assessed by the atelier and justified in writing.

Taxes and import duties cannot be refunded: they have been paid to the authorities of your country. Depending on your local legislation, their reimbursement may be requested from your customs administration; we provide the necessary supporting documents. Where import duties and taxes were paid by the atelier on the initial shipment, they are deducted from the credit issued, unless effectively recovered from the relevant authorities. For destinations where taxes and duties are claimed on delivery, any amounts displayed on the Site at the time of order are indicative estimates only; the sole binding amounts are those claimed by the carrier, the customs broker or the authorities of the destination country.

In the event of refusal or non-collection of the delivery, the shipping and return costs, together with any duties and taxes we have paid, are deducted from the credit issued.

This guarantee is without prejudice to any mandatory rights you may hold under the legislation of your country of residence.

3. Receipt and transport

On delivery, check the condition of the packaging and the instrument. Any transport damage must be reported to us within forty-eight hours at order@deleeuw-guitars.com, with photographs, and reservations must be noted with the carrier. This report conditions cover under the transport insurance; it is separate from the statutory warranties, which remain unaffected.

4. Statutory warranties

Independently of the above, every instrument benefits from the statutory warranty of conformity, Articles L.217-3 et seq. of the French Consumer Code, and the warranty against hidden defects, Articles 1641 et seq. of the French Civil Code. These warranties also cover personalised pieces and apply whatever the delivery destination. The conditions are set out in Article VII of our terms of sale.

For any claim under these warranties, write to order@deleeuw-guitars.com. Our instruments are sculpted at the atelier; it is there that they are examined and repaired.

5. Language

In the event of translation of this policy, the French version prevails.

 

Appendix. Model withdrawal form

For deliveries within the European Union and the United Kingdom only. Complete and return only if you wish to withdraw from the contract.

To DYPL SOUND, 2 rue Philippe de Beaumanoir, 60700 Pont-Sainte-Maxence, France, order@deleeuw-guitars.com

I hereby give notice of my withdrawal from the contract of sale of the following item:

Ordered on / received on:
Order number:
Instrument and serial number:
Client name:
Client address:
Signature (only if notified on paper):
Date:

Last updated: 9 August 2026