.Refund Policy

At de Houtwinkel, we take pride in the precision and craftsmanship of every handcrafted instrument and custom component that leaves our shop. Please review our policies regarding returns, custom orders, and warranties below.

1. Standard Product Returns

For non-custom items purchased directly from dehoutwinkel.com, we offer a 15-day return window. To be eligible for a refund:

  • The return must be initiated within 15 calendar days of the original purchase date.

  • The product must be in its original, unaltered condition and free of any damage or signs of use.

  • Return shipping costs are the responsibility of the customer.

Once your item is received and inspected for quality assurance, we will process your refund to the original payment method.

  • Credit Card Payments: Typically appear on your statement within 5 to 10 business days.

  • Late or Damaged Returns: Items returned after 15 days or in damaged/altered condition are not eligible for a refund.

2. Custom Instruments & Parts Policy

Due to the highly specialized nature of bespoke lutherie, custom instruments and custom-machined parts are non-refundable. * No Returns: Once a custom build or specialized part is commissioned and completed, it cannot be returned or exchanged.

  • Deposits: All deposits for custom work are non-refundable.

  • Our Commitment: We stand behind our workmanship and materials. If you are dissatisfied with your custom instrument, please contact us directly to discuss your concerns. We aim to ensure every instrument provides a lifetime of playability.

3. Cancellation Policy

  • Custom Orders: You may cancel a custom order within 7 days of the initial deposit. Please note that the deposit itself remains non-refundable to cover administrative and material sourcing costs.

  • Shipped Orders: Any order (standard or custom) that has already been dispatched cannot be canceled.

4. 7-Year Limited Warranty

Every de Houtwinkel guitar and ukulele is backed by a 7-Year Limited Warranty provided to the original owner.

  • This warranty covers defects in structural workmanship and materials.

  • The warranty is non-transferable.

  • For specific maintenance advice regarding wood stability and long-term care, please refer to our instrument care guide.