Refund policy

 

RETURNS/EXCHANGES:

 
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange unless approved by management. Importantly, we generally only offer "exchanges or replacements" and not full refunds unless approved my management. Whereas all PROV5(+) strings we offer up to a 60 day exchange or replacement policy and full refunds approved by management.

To be eligible for a straight up return because say for example, "you had a change of mind" or "ordered the wrong item by mistake" your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for all shipping costs. Absolutely no returns on used or played strings simply because there is no way to determine how long the strings were used or if they broke for various other factors out of our control. Adverse weather conditions, serious mishit, left in a very hot vehicle too long, etc, etc. Sometimes we can make exceptions, but again do not count on it. Our strings are very good and after being correctly strung without problems do not just randomly break for no apparent cause. 

If a strings break during stringing and the correct suggested tension was used we will also replace it (if you provide an actual picture of the breakage) so that we can determine what may have caused the breakage. Our V5 strings generally have a defect ratio of only around 5-8% which is very good for Natural Gut strings in this price range. Industry standard. Whereas our World Class PROV5(+) has a defect ratio of less than .005%! Meaning about 1 of every 200+ sets may be considered defective and from experience this ratio may be significantly lower. PROV5(+) are that perfect and strong. We also stand by our strings and tend to work with everyone. Customer satisfaction is extremely important.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

To complete your return simply email NGSTRING.COM or KEVINZE2@YAHOO.COM with your picture, tension used and date of purchase to proceed. Usually we do not require a return of the strings, but at least a simple 1-3 pictures would be appreciated.

Please do not send your purchase back to the manufacturer (NGSTRING.COM) without inquiring first. Please understand we are here to help and generally do not want your hard earned money unless satisfied with our products.

Refunds (if applicable)
Once your return information is received, we will send you an email to notify you that we have received your inquiry. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at kevinze2@yahoo.com.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If we require a return of the product(s) please send your item to: NGSTRING.COM 609 Alejandra Place , Chula Vista CA 91910, United States.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
To return your product, you should mail your product to: NGSTRING.COM, 609 Alejandra Place , Chula Vista CA 91910, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.