Returns & Exchanges

EASY RETURNS & EXCHANGES

Billy Twang® proudly stands behind the quality of workmanship, craftsmanship, and materials in every product we ship. Our Lifetime Guarantee covers every item for the lifetime of the product, failure of workmanship and craftsmanship, failure of materials, and production defects. Simply put, our guarantee ensures that every item you purchase from Billy Twang® meets your high standards—or you can return it to us for an exchange or refund.

Eligibility and instructions on how to return, exchange, or repair your product are listed below.  Please closely follow all instructions to ensure timely processing by our team.

PRODUCT RETURNS

We do not accept returns on damaged products caused by accident, damage caused by mishandling via airline or third party shipping companies, personalized merchandise (ie. custom engravings), third-party alterations, and/or extreme wear and tear, including excessive wear and tear on vintage and antique Billy Twang® products. Excessive wear and tear is not a failure of materials or workmanship; it is simply the natural course of any well-built product. If your Billy Twang® product has served you well but is showing a lifetime of normal use, we hope you’ll consider buying a replacement to last another lifetime.

Please note that all returned items are subject to a 7% restocking fee (this fee is waived if we shipped you a defective item or an incorrect item).  Shipping charges back to our offices are to be paid for by the buyer and are non-refundable.  Any original shipping & handling charges, as well as any applicable sales taxes, are also non-refundable.  If you wish to return a Billy Twang® product that you purchased through a third party reseller, you must contact that store directly regarding your request.

Refunds are issued in the original form of payment.  You can expect your refund within two weeks of mailing in your package (though in many cases you will receive the refund sooner).  This time period includes: 3-5 business days for us to receive your return, 3-5 business days for us to process your return, and 2-3 business days for your bank to process the refund request.

PRODUCT EXCHANGES

We do not accept exchanges on damaged products caused by accident, damage caused by mishandling via airline or third party shipping companies, personalized merchandise (ie. custom engravings), third-party alterations, and/or extreme wear and tear, including excessive wear and tear on vintage and antique Billy Twang® products. Excessive wear and tear is not a failure of materials or workmanship; it is simply the natural course of any well-built product. If your Billy Twang® product has served you well but is showing a lifetime of normal use, we hope you’ll consider buying a replacement to last another lifetime.

If you choose to exchange your item for a more expensive item, you will simply be charged the difference. If you choose to exchange your item for a less expensive item, we will refund you the difference in price.  Any refunds are issued in the original form of payment. Shipping charges back to our offices are to be paid for by the buyer and are non-refundable.  Any original shipping & handling charges, as well as any applicable sales taxes, are also non-refundable.  If you wish to exchange a Billy Twang® product that you purchased through a third party reseller, you must contact that store directly regarding your request.

You can expect to receive your new item(s) within two weeks of mailing in your package (though in many cases you will receive the exchanged items sooner).  This time period includes: 3-5 business days for us to receive your original item, 3-5 business days for us to process your exchange request, and 3-5 business days for you to receive your exchanged item.

COMPLETE THE APPROPRIATE FORM

To make a product return or exchange, please download, complete, and mail us back the appropriate form along with your product(s): 

PRODUCT RETURNS:  To return your product for a complete refund, download and complete our Product Returns Form. (NEED TO ADD FORM)

PRODUCT EXCHANGES:  To exchange your product for another product, download and complete our Product Exchanges Form.