Refund policy

Last updated: 2026

This Return Policy describes the terms for returns, exchanges, and refunds for purchases made from Arcturus Music Inc. (“Ethos”, “we”, “us”).

By purchasing from us, you agree to the terms below.

1. Return window

We accept returns within 48 hours from the time the instrument is received.

2. Return eligibility

To be eligible for a return, items must be:

  • In original condition
  • New / unused (unless the item is defective)
  • In original packaging where applicable
  • Returned with any included accessories, parts, and documentation

Returns that show signs of use, including scratches, dents, or other damage, may be subject to a 15% restocking fee. Excessively damaged items may be refused at our discretion.

3. How to start a return

To request a return, please contact us directly by emailing info@ethosguitars.com with:

  • Your name
  • Order number (if available)
  • The item(s) you would like to return
  • The reason for the return
  • Photos (recommended, and required for defects or damage claims)

We will provide next steps, including return instructions.

4. Shipping costs

Unless required by law:

  • Return shipping costs are the customer’s responsibility.
  • Original shipping charges are non-refundable.
  • The customer is responsible for any applicable processing fees.

If your return is approved due to a defect or an error on our part, we may, at our discretion, provide a prepaid return label or reimburse reasonable return shipping costs.

5. Refunds

If your return is approved, refunds are typically issued to the original payment method within 5–7 business days after the returned item has been received (and, where applicable, inspected).

Refund timing depends on your payment provider.

6. Exchanges

If you would like an exchange, contact info@ethosguitars.com. Exchanges are subject to inventory availability and approval.

7. Damaged or defective items

If your item arrives damaged or appears defective, contact us as soon as possible at info@ethosguitars.com with photos and a description.

Any remedy (repair, replacement, exchange, or refund) will be provided at our discretion, to the extent permitted by law.

8. Non-returnable items

Certain items may not be eligible for return, such as:

  • Final sale items
  • Gift cards
  • Custom or made-to-order items
  • Items marked as non-returnable at the time of purchase

If any of the above apply, it will be noted at checkout or in the product description where available.