Refund policy

Return & Refund Policy

At TuCuatro, every instrument we offer is prepared with exceptional care and cultural responsibility. Many of our instruments are handcrafted by artisan luthiers, while others ship from our Brazilian warehouse as factory-made, non-custom instruments. This policy explains how refunds and returns work for both categories.

1. Custom Instruments (Cuatro, Bandola, Harp, Cavaco Luthier Builds, etc.)

Most artisan instruments sold on TuCuatro are custom-made or built to order.

All custom instrument sales are final.
We do not offer refunds or cancellations once the order has been placed with the luthier.

This includes:

  • Change of mind

  • Delays caused by international shipping or customs

  • Artisanal build-time delays

Why:
Luthiers begin work immediately after receiving your order. Each commission requires unique labor, materials, and planning, and artisans rely on the certainty of these projects.

2. Factory-Made Instruments Shipped From Brazil (Rozini, Rangel, etc.)

These instruments are not custom-made and follow a different rule.

For international customers (outside Brazil):

  • Sales are final once shipped, due to high cross-border shipping costs, import duties, and the fragility of instruments.

  • Refunds or returns are only possible if the instrument arrives damaged (see Section 4).

For Brazilian customers:

To honor local consumer rights and provide fair value within Brazil:

  • Returns are accepted within 7 days (Direito de Arrependimento) when applicable.

  • Instruments must be returned unused and in original condition.

  • Customer covers the return shipping unless the item arrived defective.

This distinction ensures that Brazilian customers retain the strong consumer protections legally available in Brazil, while keeping international operations financially viable.

3. Deposits & Order Cancellations (Custom Builds)

For orders placed with a deposit:

  • Deposits are non-refundable.

  • Remaining balance is due when the instrument is ready to ship.

If a customer decides not to complete the purchase, the deposit covers labor and materials already invested by the luthier.

4. Damage or Defects on Arrival

If your instrument arrives damaged:

  1. Contact us within 48 hours of delivery.

  2. Provide clear photos or video of the instrument and packaging.

  3. TuCuatro will file an insurance claim and will:

    • Ship a replacement instrument, or

    • Issue a refund only if shipping insurance approves the claim.

All shipments are insured, and we take responsibility for transport-related issues.

5. Non-Custom Items (Accessories)

For items such as:

  • Strings

  • Tuners

  • Cases

  • Clothing

  • Other accessories

  • Digital products

Returns (physical items only):

  • Accepted within 30 days

  • Must be unused and in original packaging

  • Customer covers return shipping

  • Refund issued once the item is inspected

Digital products are non-refundable.

6. Shipping & Duties

  • All shipping costs are paid by the customer.

  • Import duties and customs fees are the responsibility of the recipient.

  • Refusal to pay duties does not qualify for a refund.

If a package is returned because duties were not paid:

  • Return shipping fees

  • Any carrier surcharges

  • Re-shipping fees

...must be paid by the customer.

7. Delivery Times

Handcrafted and international shipments may experience delays due to:

  • Luthier build times

  • Customs processing

  • International logistics

Delays do not qualify for cancellation or refund.

8. Contact

For support or questions:

[email protected]

TuCuatro is committed to delivering culturally significant instruments while protecting the work of our artisans and offering clear, fair refund terms for all customers.