Gibson Bagpipes LLC

Returns, Cancellations & Refunds Policy

Effective date: July 20, 2026

Gibson Bagpipes LLC manufactures, assembles, finishes, repairs, and sells specialized musical instruments and accessories. Many of our products are made to order or prepared specifically for an individual purchaser.

Please review this policy before placing an order.

1. Mandatory Consumer Rights

Nothing in this policy limits any consumer right that cannot legally be waived in the customer’s country, state, province, or other jurisdiction.

Where applicable law provides a mandatory right to cancel, withdraw, return a product, receive a refund, or obtain a remedy for defective or nonconforming goods, that law controls over any conflicting part of this policy.

Statutory change-of-mind rights may not apply to products made to the customer’s specifications or clearly personalized, including personalized engraving, inscriptions, nonstandard configurations, custom silverwork, and individually quoted products.

2. Great Highland Bagpipe Orders

All Gibson Great Highland Bagpipe sets are made to order.

Gibson Bagpipes may keep components for certain models or configurations in inventory, but every completed set is assembled, finished, matched, tested, adjusted, and prepared for its purchaser.

For purposes of this policy:

Standard-configuration GHB orders include CL-100, CL-200, CL-300, and other models purchased using the standard options displayed on our website.

Special-configuration orders include:

• CL-1000 and higher models.
• Personalized inscriptions or engraving.
• Nonstandard engraving, silverwork, mounts, finishes, dimensions, or materials.
• Options not normally displayed for the applicable model.
• Products ordered through an individual custom quotation.
• Any product expressly identified as custom, personalized, or special configuration.

3. Customer-Requested Cancellations of GHB Orders

Cancellation requests must be submitted in writing. The applicable cancellation terms are determined by the date and time Gibson Bagpipes receives the request.

Within 24 hours after purchase

A Great Highland Bagpipe order may be cancelled for a full refund when the written cancellation request is received within 24 hours after purchase.

Standard-configuration orders after 24 hours

A standard-configuration GHB order cancelled more than 24 hours after purchase but before shipment is subject to a cancellation charge equal to 15% of the order total.

The remaining 85% will be refunded to the original payment method.

Special-configuration orders after 24 hours

A CL-1000 or higher model or other special-configuration order cancelled more than 24 hours after purchase but before shipment is subject to a cancellation charge equal to 25% of the order total.

The remaining 75% will be refunded to the original payment method.

Purpose of the cancellation charges

These fixed cancellation charges account for transaction and financing expenses, administrative handling, production scheduling, inventory allocation, specialized sourcing, low-volume components, outside services, and the limited resale market for made-to-order instruments.

Gibson Bagpipes does not separately itemize or disclose its supplier pricing, labor records, internal costs, margins, invoices, or other confidential business information when applying a fixed cancellation charge.

After shipment

An order cannot be cancelled after it has shipped. Requests made after shipment are governed by the return provisions of this policy and any mandatory rights provided by applicable law.

Exceptions

The cancellation charges above apply only to voluntary, customer-requested cancellations.

They do not apply when:

• Gibson Bagpipes cancels the order.
• Gibson Bagpipes agrees that it shipped the wrong product.
• The product is materially defective or materially different from the confirmed order.
• Gibson Bagpipes cannot ship within the required or agreed period and the customer declines a revised delivery date.
• A full refund is otherwise required by applicable law.

4. Cancellation of Accessories and Other Non-GHB Products

Orders for accessories and other non-GHB products may be cancelled for a full refund before shipment.

An order cannot be cancelled once it has shipped. The customer may instead request a return under Section 5.

Personalized, altered, cut, fitted, engraved, specially ordered, or custom-produced products are governed by the special-configuration cancellation terms in Section 3.

5. Returns of Standard Merchandise

Unused, non-custom merchandise may be returned when all of the following conditions are met:

• The customer contacts Gibson Bagpipes within 14 calendar days after delivery.
• Gibson Bagpipes authorizes the return in writing before it is shipped.
• The item is unused, unaltered, undamaged, and in resalable condition.
• All original components, accessories, and packaging are included.
• The item is not identified as final sale or nonreturnable.

The customer is responsible for return shipping and adequate insurance unless the return resulted from a Gibson Bagpipes error or a verified defect.

Original shipping, expedited shipping, insurance, customs charges, brokerage charges, duties, and other delivery expenses are not refundable on a voluntary return except where applicable law requires otherwise.

Unauthorized returns may be refused or returned to the customer at the customer’s expense.

6. Returns of Great Highland Bagpipes

Great Highland Bagpipe sets are made to order and are not eligible for ordinary change-of-mind returns after delivery, except where a mandatory consumer right applies.

Gibson Bagpipes may voluntarily approve a return in exceptional circumstances, but approval is not guaranteed. Any voluntary return must be authorized in writing before shipment.

Personalized, specially configured, altered, engraved, or custom-quoted instruments are not returnable for a change of mind except where applicable law requires otherwise.

This section does not limit remedies for a verified defect, shipping damage, or material nonconformity.

7. Final-Sale and Nonreturnable Products

Except where required by law or where the product is defective or incorrect, the following are final sale:

• Personalized or inscribed products.
• Custom or nonstandard engraving.
• Special silverwork or precious-metal components.
• Custom-quoted products.
• Components that have been cut, drilled, fitted, altered, or modified.
• Used products.
• Clearance products expressly marked “Final Sale.”
• Completed labor, design, diagnostic, setup, consultation, and repair services.
• Digital products or completed design work.
• Customer-approved special-order materials.
• Gift cards, except where redemption or refund is required by law.

8. Payment-Processing and Financing Fees

Payment providers may retain transaction, financing, installment-payment, international-payment, and currency-conversion fees after a refund is issued.

Shopify states that original Shopify Payments credit-card fees and Shop Pay Installments transaction fees are not returned to the merchant when an order is refunded.

These expenses are included within the fixed GHB cancellation charges described in Section 3. Gibson Bagpipes will not impose an additional payment-processing deduction on top of the applicable 15% or 25% fixed cancellation charge.

Where mandatory law requires a full refund, Gibson Bagpipes will provide the refund required by that law.

9. Approved Refunds

Approved refunds will normally be issued to the original payment method.

When only part of an order is refundable, Gibson Bagpipes may issue a partial refund equal to the approved refundable amount.

After Gibson Bagpipes submits a refund, the customer’s bank, card issuer, financing provider, or payment service controls when the credit is posted. Gibson Bagpipes cannot guarantee the financial institution’s processing time.

Shipping charges and other delivery expenses will be refunded only when required by applicable law or when the return resulted from an error by Gibson Bagpipes.

10. Incorrect, Defective, or Materially Nonconforming Products

Customers should contact Gibson Bagpipes promptly when a product:

• Is materially different from the confirmed order.
• Contains a manufacturing defect.
• Was shipped incorrectly.
• Is missing a component due to a Gibson Bagpipes error.

The customer must give Gibson Bagpipes a reasonable opportunity to inspect and correct the issue.

Depending on the circumstances and applicable law, the remedy may include:

• Repair.
• Replacement.
• Completion or correction of missing work.
• Replacement of an incorrect component.
• Partial refund.
• Full refund when repair or replacement is not reasonable or legally sufficient.

A customer may not obtain an unauthorized repair, modification, replacement, or third-party service and then require reimbursement from Gibson Bagpipes without prior written authorization.

11. Handmade and Natural Variations

Gibson products may include natural wood, hand engraving, antiquing, polishing, finishing, silverwork, and other handcrafted components.

Reasonable differences in grain, color, figuring, texture, engraving character, antiquing, sheen, hand finishing, and other natural or handcrafted characteristics are not defects.

Normal wear, accidental damage, misuse, inadequate maintenance, improper storage, environmental exposure, unauthorized adjustment, and unauthorized modification are not manufacturing defects.

12. Shipping Damage

Customers must inspect deliveries promptly.

Shipping damage should be reported to Gibson Bagpipes within three business days after delivery whenever reasonably possible.

The customer should provide:

• Photographs of the product.
• Photographs of the exterior shipping carton.
• Photographs of the interior packaging.
• Photographs of shipping labels.
• A description of the damage.

All packaging must be retained until Gibson Bagpipes confirms that it may be discarded.

Gibson Bagpipes will determine whether repair, replacement, a carrier claim, or another remedy is appropriate. Failure to retain the packaging or reasonably cooperate with the carrier’s claim process may affect the available remedy.

13. Return Shipping Requirements

All returns require written authorization.

Unless Gibson Bagpipes provides different instructions:

• The item must be packaged safely and securely.
• The shipment must be trackable.
• Adequate shipping insurance must be purchased.
• The return authorization or order number must be included.
• The customer is responsible for damage caused by insufficient return packaging.
• Cash-on-delivery shipments will not be accepted.

Authorization to send an item back does not guarantee a refund. The returned product must first be received and inspected.

14. Diminished or Damaged Returns

When a return is legally or voluntarily accepted but the product has lost value because of the customer’s handling, Gibson Bagpipes may reduce the refund to the extent permitted by applicable law.

Loss of value may result from:

• Use beyond what is reasonably necessary to inspect the product.
• Scratches, dents, contamination, moisture, odors, or cosmetic damage.
• Missing parts or accessories.
• Damaged or missing packaging.
• Unauthorized adjustment, disassembly, alteration, or repair.
• Inadequate return packaging.

15. Order Changes

Changes requested after an order is placed are not binding until Gibson Bagpipes approves them in writing.

Changes may affect:

• Price.
• Materials.
• Production schedule.
• Estimated shipping date.
• Appearance.
• Compatibility.
• Availability.

Additional charges may apply for redesign, replacement materials, revised engraving, outside services, rework, disassembly, additional labor, or schedule disruption.

The customer is responsible for reviewing and approving names, spelling, dates, initials, engraving layouts, dimensions, finishes, materials, and other specifications. Gibson Bagpipes is not responsible for an error contained in information, instructions, or artwork supplied or approved by the customer.

16. Estimated Production and Shipping Dates

Production and shipping dates are estimates unless Gibson Bagpipes expressly guarantees a date in writing.

When no shipping time is stated, United States federal rules generally require an online seller to have a reasonable basis to expect shipment within 30 days. When a promised shipping time cannot be met, the seller generally must obtain the customer’s consent to the delay or provide a prompt refund.

If a delay occurs, Gibson Bagpipes may contact the customer with a revised estimated shipping date and request consent to the delay.

The cancellation charges in Section 3 will not be used to defeat a refund that Gibson Bagpipes is legally required to provide because it cannot meet a required or agreed shipping deadline.

17. International Orders

International customers are responsible for confirming that products may legally be imported into their country.

Unless expressly stated otherwise, the customer is responsible for:

• Import duties.
• Taxes.
• Brokerage charges.
• Customs charges.
• Inspection charges.
• Storage charges.
• Other governmental or carrier-imposed charges.

Refusing delivery, failing to pay import charges, or failing to complete customs clearance does not automatically entitle the customer to a full refund.

Any voluntary refund for a refused or unclaimed international shipment may be reduced by outbound shipping, return shipping, insurance, duties, brokerage charges, customs charges, currency-conversion costs, damage, and other nonrecoverable delivery expenses, except where applicable law requires otherwise.

Nothing in this section limits mandatory consumer rights.

18. Repair and Restoration Work

Repair estimates are based on conditions visible before disassembly.

Additional issues may become apparent after a product is opened, cleaned, disassembled, tested, or measured. Gibson Bagpipes may pause work and request authorization before performing work beyond the approved estimate.

Diagnostic, inspection, disassembly, cleaning, setup, and labor already performed are nonrefundable except where required by law.

Gibson Bagpipes is not responsible for preexisting weakness, concealed deterioration, corrosion, rot, cracking, failed prior repairs, incompatible modifications, or other hidden conditions that could not reasonably be identified before work began.

19. Customer-Supplied Materials and Components

Gibson Bagpipes does not warrant customer-supplied materials, products, components, artwork, measurements, or instructions.

The customer is responsible for additional costs or delays caused by customer-supplied items that are:

• Defective.
• Incomplete.
• Incorrectly sized.
• Incompatible.
• Late.
• Unsuitable for the requested work.
• Incorrectly identified.

Failure of a customer-supplied item does not make Gibson Bagpipes’ properly performed labor refundable.

20. Chargebacks and Payment Disputes

Customers are encouraged to contact Gibson Bagpipes and allow a reasonable opportunity to address a concern before initiating a chargeback or payment dispute.

A chargeback does not automatically cancel a made-to-order contract or eliminate amounts legitimately owed.

Gibson Bagpipes may provide the payment provider with order records, product descriptions, customer approvals, communications, tracking information, photographs, production records, and this policy when responding to a payment dispute.

Nothing in this section limits a customer’s lawful rights.

21. Policy Exceptions

Any voluntary exception must be approved in writing by Gibson Bagpipes LLC.

An exception made for one customer or order does not change this policy or require Gibson Bagpipes to make the same exception in another situation.

22. Contact Information

Gibson Bagpipes LLC
[MAILING ADDRESS]
[EMAIL ADDRESS]
[TELEPHONE NUMBER]

Cancellation requests, return requests, and claims should include:

• Customer name.
• Order number.
• Product involved.
• Reason for the request.
• Relevant photographs or supporting information.
• Requested resolution.