Cancellation policy

Cancellation Policy

Custom-Built Instruments

All of our guitars are custom-built to order. Production begins after your order has been placed and payment has been received.

Because each instrument is manufactured specifically for the customer, orders may only be canceled before production has started.

Pre-Orders

When you place a pre-order, you are reserving a product that is not currently in stock and will be manufactured or made available at a future date. Depending on the product, we may collect a deposit, partial payment, or authorization for future payment at the time of purchase.

Pre-orders may be canceled for a full refund until production has begun.

Orders in Production

Once production has started, materials, components, and labor have already been allocated to your instrument. For this reason, orders that have entered production are generally non-cancelable and non-refundable.

At our sole discretion, we may approve a cancellation after production has started; however, any approved refund may be subject to deductions for costs already incurred, including materials, labor, processing fees, and custom components.

Completed and Shipped Orders

Once an order has been completed and shipped, it cannot be canceled. Any return or refund request after shipment will be handled in accordance with our Returns & Refund Policy.

How to Request a Cancellation

To request a cancellation, please contact us as soon as possible at iwantmy@creamguitars.com and include your order number. We will confirm whether production has begun and inform you of your available options.