Korena

Returns Policy

Last updated: August 2, 2026

1. Introduction

This Returns Policy explains how KORENA (“KORENA,” “KORĒNA,” “we,” “us,” or “our”) handles returns, exchanges, refunds, and cancellations for orders placed through our United States online marketplace for guitars, basses, amplifiers, effects pedals, and accessories. It applies alongside our Terms of Service and is intended to make returning gear you bought from KORENA as straightforward as possible. By placing an order, you agree to the terms below.

2. Return eligibility

To be eligible for a return, items must meet all of the following conditions:

  • 30-day window: the return must be initiated within thirty (30) days of the delivery date shown in your tracking information.
  • Original condition: items must be in unused, resellable condition, free of wear, and not damaged by the customer.
  • Complete packaging: items must be returned in their original manufacturer packaging with all included accessories, cables, manuals, warranty cards, registration cards, protective wrapping, and tags.
  • Proof of purchase: the return must reference the original order number or proof of purchase.
  • Not a final-sale item:items marked “final sale” or listed as non-returnable below cannot be returned except for defect or shipping damage.

Items returned in non-original condition, with missing components, or without adequate packaging may be refused. We will contact you before taking action if an item does not meet these requirements.

3. Non-returnable items

The following items are not eligible for return except in the case of defect or damage in transit:

  • Special-order, custom-built, or custom-configured instruments.
  • Personalized or engraved items.
  • Digital downloads, software licenses, and software activation keys once delivered or activated.
  • Opened consumables and hygiene items — including strings, reeds, drum heads, picks, polish, cleaning supplies, earphones, in-ear monitors, and mouthpieces. Unopened, sealed consumables are returnable within the standard 30-day window.
  • Gift cards.
  • Items marked “final sale” at checkout.
  • Items damaged by the customer after delivery.

4. How to initiate a return (RMA process)

  1. Sign in to your KORENA account and open My Orders. Select the order containing the item you want to return.
  2. Open the order, select “Request a return”, choose the item and return reason, and add any notes that help our team understand the issue.
  3. If the return is due to a defect or shipping damage, submit the request and keep the item and all packaging. Our team may ask you to email photos to support@korena.com so we can document the issue and, where needed, open a carrier claim.
  4. Submit the request. Our returns team reviews each request within two (2) business days and sends return instructions after approval. If we need more information, we will contact you first.
  5. Follow the emailed instructions to pack and ship the item back to us (see the next section). Do not send an item before your request is approved.

If you placed your order as a guest and have not yet created an account, email support@korena.comwith your order number and we’ll help you start the return.

5. Return shipping

  • Once your RMA is approved, we will email you a prepaid return shipping label covering standard ground transit back to our returns center.
  • Pack the item carefully in its original packaging, with enough internal protection to prevent transit damage. You are responsible for ensuring the item is packaged adequately — damage caused by insufficient packaging may reduce or void your refund.
  • Drop off the package with the carrier shown on the label. We recommend keeping the drop-off receipt until your refund is processed.
  • Refunds are processed after we receive the item and confirm that it meets the eligibility requirements above.

6. Refund timing and method

  • Once the returned item is received and inspected, we will email you to confirm approval (or, where applicable, rejection) of the refund. Inspection is typically completed within two (2) business days of receipt.
  • Approved refunds are issued to the original payment methodused for the purchase. Credit card and debit card refunds typically appear on your statement within five to ten (5–10) business days after approval, depending on your bank or card issuer.
  • If your return is rejected (for example, because the item is in non-returnable condition or outside the return window), we will contact you with your options, which may include returning the merchandise to you at your expense.
  • Original outbound shipping charges are non-refundable on buyer’s-remorse returns. Defective or damaged returns receive a refund of both the item and any shipping charges paid (see Section 8).

7. Exchanges

To keep processing fast, KORENA handles exchanges as a return plus a new order rather than a direct swap. Submit a return request for the original item and, in parallel, place a new order for the replacement. This way the replacement ships as soon as you order it rather than waiting for the original to be received and inspected. If you need help choosing the right replacement, contact support@korena.comand we’ll help you find the right fit.

8. Defective or damaged items

If your item arrives damaged, has a manufacturing defect, or is the wrong item, we will make it right at no cost to you. Please contact us within seven (7) days of delivery (or within 48 hours for visible shipping damage) so we can open a prompt claim with the carrier where needed.

  • Start a return request as described above and choose “Damaged” or “Defective” as the reason.
  • Keep the item and packaging; our team may request photos by email.
  • We will cover return shipping entirely and issue a full refund including any original shipping charges, or, if you prefer, arrange a replacement at no cost to you.

9. Cancellations

  • To request a cancellation, email support@korena.com as soon as possible with your order number. We will attempt to cancel the order before it is handed to the carrier, but cancellation is not guaranteed once fulfillment has started.
  • Once an order has shipped, it can no longer be cancelled. Please follow the standard return process once the item is delivered.
  • Special-order and custom items may have a shorter cancellation window. The cancellation terms, if any, are shown on the product page and in your order confirmation.

10. Warranty

Many products come with a manufacturer warranty that extends beyond our 30-day return window. Warranty coverage, duration, and claim procedures are set by the manufacturer. Keep your original invoice and any registration materials. If you need help identifying the right warranty path for a product, contact us.

11. Contact us

Questions about a return, an RMA, or a refund? Email support@korena.comwith your order number and we’ll get back to you within one to two (1–2) business days. For general support, email support@korena.com.