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TERMS AND CONDITIONS
ORDER DELIVERY TIMES:
Lead times are listed at the top of every item page. We do everything in our power to complete the work as scheduled, unfortunately sometimes due to wood supply, machinery malfunction, a heavier than usual workload or even good old human error, we can run a little behind. We ask you, our valued customer, to please be patient with us in these times as it allows us to make you the custom parts to the quality you want and deserve. Lead times apply to the standard products listed.
Lead times are as follows:
- Guitar bodies (standard options) - 2 weeks
- Guitar necks - 6 to 8 weeks
- Product including paint work - Approximately 8 weeks
- Custom orders - 8 weeks +
- Custom Edenhaus Guitar lead times vary from 5 to 8 months
- RUSH Options are available when purchasing your parts
Rush jobs that include relic work or custom programming will increase the rush leadtime by 1-2 weeks.
Any custom options added will increase the lead time by 2 to 3 weeks. Options such as binding, figured tops, exotic woods, carve tops, any paint work/relic work, custom dimensions, pickup rout changes, any custom routs and inlays or anything as deemed non-standard. Please call us before you order if you have any questions.
We do our best to deliver parts within the time frames specified, workload/holidays may slightly affect these times however we try our best to get them out as soon as possible.
***ORDER CANCELLATIONS MUST BE MADE WITHIN 48 HOURS OF BEING PLACED - NO EXCEPTIONS***
If you are not completely satisfied with the products you receive for any reason (Custom orders excluded*) you may return them unaltered in any way and in their original packaging within seven (7) days for exchange, repair or refund if applicable (freight excluded). There is a 25% restocking fee on all returns. All items bought at a discounted rate via any auction site are non-refundable. We do not refund original shipping charges, return shipping charges or Customs Taxes, VAT or Duties.
***CUSTOM ORDERS ARE NON-REFUNDABLE. However, if there was an error made by B. Hefner Company on the order we will happily repair the part if possible or exchange the part for a new one. (Please refer to “what is a custom order” below).***
Items lost or damaged in the mail or via shipping will only be replaced or repaired. Bodies and necks are warrantied against defects in materials and workmanship for one year from date of purchase. B. Hefner Company may not be held liable for any work done on merchandise later found to be defective, nor may modified parts be accepted for refund or exchange. Normal wear and tear does not qualify as damaged or defective. Necks that require a hard finish, and that are finished by the purchaser will be covered for one year providing the application and type of finish used is deemed satisfactory by B. Hefner Company. The warranty will be void if the neck does not receive a hard shell finish within 30 days of delivery. We do not consider oil finishes or poorly applied wipe-on finishes adequate protection.
This warranty shall not apply to any product which is found to have been modified, repaired or altered in any way without express written consent from B. Hefner Company. All returned product must be in "as received" condition and unaltered in any way. Do not bolt together, install screws, sand, drill, rout, paint, file or alter the product in any way until you have thoroughly inspected it for accuracy and have checked the fit. Product that has been damaged or altered in any way will not be accepted for return. If any signs of installation are found the item will not be eligible for return. Warranty coverage is available to original purchasers only and is not transferable. In no case shall B. Hefner Company be liable for any consequential damages for breach of this or any other warranty, expressed or implied, whatsoever. Some states do not allow the exclusion of limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
What is a Custom Order?
A Custom Order is any Custom Edenhaus Guitar; a body or replacement neck made of exotic woods (such as Flamed, Birdseye or Quilted Maple, Roasted Maple, Brazilian Rosewood, Rosewood body or neck, Pau Ferro, Ebony or anything other than our standard Hard Rock Maple, Swamp Ash, Alder, Mahogany and Walnut); Bodies and necks that are left-handed or reversed; Any part (Body or Neck) that is painted and or stained in any color; Any part (Body or Neck) that has relic work; Bodies and Necks with binding; One-piece bodies; Ultralight weight bodies; Hollow bodies and parts with custom contours; Carve Top Bodies; Body Blanks with Custom Options and Upgrades; Custom Pickup, Bridge or Control Routs; Custom Accent Line; Custom Finishes; Unique Choice Laminated tops; Custom Neck Contours; Nut Preparations (LSR, Floyd, Installed Nuts); Stainless Steel Frets; Bodies and Necks with custom options of any kind; Unique Choice Fingerboards; Custom Inlay; Custom-made wood pickguards; Other Custom Options may apply. Custom orders are processed immediately because of their natrure which requires more time, they are put into the process immediately to ensure you receive them within the time allotted to our customers; therefore these are non-refundable.
What if I want to return an item?
B. Hefner Company will provide an RMA (Returned Merchandise Authorization) number, this number must be visible on the returned item or will not be accepted.
Your Return Authorization will expire 15 business days after the date of issue. Products being returned must be packaged securely and with sufficient protection to avoid damage in transit. If, in our opinion, any product shows evidence of alteration, damage, misuse, improper handling or insufficient packaging, it will not be eligible for exchange, refund or warranty consideration. To be eligible for return, all items must be in 'like-new' condition. Items which show wear will not be eligible for a return. Please note that most custom orders are not be eligible for return or refund (See above - What is a Custom Order).
Once you receive your RMA, you can return your item to 11701 Washington Blvd. #F, Whittier, CA 90606.
CONDITIONS OF USE:
Consent To Collection, Use & Disclosure of Your Personal Information:
Registration; Customer Accounts; Use of Site:
Certain services ordered on or through the site require you to first open an account. You are responsible for maintaining the confidentiality of your account information on your computer, including your password, and for all activity that occurs under your account. You agree to notify B. Hefner Company immediately of any unauthorized use of your account or password, or any other breach of security. You may be held liable for losses incurred by B. Hefner Company or any other user of the site due to someone else using your password or customer account. You may not use a password or customer account that is not your own. You may not attempt to gain unauthorized access to the site. Should you attempt to do so, assist others in making such attempts, or distribute instructions, software or tools for that purpose, and then your customer account will be terminated. You agree to provide us with accurate, current and complete information about yourself and your billing information as prompted by the registration process. You may update any of your account information, designate a different credit card to be billed, or change the applicable expiration date on your currently designated credit card, by clicking on the "My Account" button and selecting the appropriate link. You may not use any automatic device, program, algorithm or methodology, or any similar or equivalent manual process, to access, acquire, copy, probe, test or monitor any portion of the site or any content, or in any way reproduce or circumvent the navigational structure or presentation of the site or any content, to obtain or attempt to obtain any materials, documents or information through any means not purposely made available through the site. You agree that you will not take any action that imposes an unreasonable or disproportionately large load on the infrastructure of the site or any of the systems or networks comprising or connected to the site. You also agree that B. Hefner Company may, in its sole discretion and without prior notice to you, terminate your access to the site and your account for any reason, including without limitation: (1) attempting to gain unauthorized access to the site or assisting others attempting to do so, (2) overcoming software security features limiting use of or protecting any content, (3) discontinuance or material modification of the site or any service ordered on or through the site, (4) violations of this Conditions of Use, (5) failure to pay for purchases, (6) suspected or actual copyright infringement, (7) unexpected operational difficulties, or (8) requests by law enforcement or other government agencies. You agree that B. Hefner Company will not be liable to you or to any third party for termination of your access to the site.
Conditions of Sale and Payment Terms:
To purchase any goods and/or services on bhefner.com, you must be at least eighteen (18) years of age or the applicable state age of majority. Prior to the purchase of any goods or services on our site, you must provide us with a valid credit card number and associated payment information including all of the following: (1) your name as it appears on the card, (2) your credit card number, (3) the credit card type, and (4) the date of expiration needed to charge your card. By submitting that information to us, you hereby agree that you authorize us and our credit card service provider to charge your card.
Methods of Payment, Credit Card Terms and Taxes:
All payments on the bhefner.com web site must be made by VISA, Master Card, American Express, Discover credit cards or Paypal. Your card issuer agreement governs your use of your designated card, and you must refer to that agreement to determine your rights and liabilities as a cardholder. You agree to pay all fees and charges incurred in connection with your purchases (including any applicable taxes).
Order Acceptance Policy:
Your receipt of an electronic order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our intention to sell. B. Hefner Company reserves the right at any time after receipt of your order to accept or decline your order for any reason. B. Hefner Company further reserves the right any time after receipt of your order, without prior notice to you, to supply less than the quantity you ordered of any item. Your order will be deemed accepted by B. Hefner Company upon shipment of products or performance of services that you have ordered. Title to goods passes to you upon delivery to the common carrier. Should we not fill your order completely after it is charged to your credit card, B. Hefner Company will refund any outstanding amount. Orders over $2,000.00 (U.S.) value cannot be placed over bhefner.com and must be phoned, faxed or emailed to the B. Hefner Company. B. Hefner Company may require additional verifications or information before accepting any order. After placing an order with bhefner.com, please monitor your email periodically in case we need to contact you for information.