Returns Policy

The Consumer Contracts Regulations afford cancellation, rejection and refund rights to consumers who buy without visiting the shop or location of sale – for example internet, telephone or mail order purchases. Not everybody is covered by these regulations including traders or buyers of customised or personalised goods.

Customers buying at a distance i.e. not visited our premises, have a right to cancel the contract or notify rejection of the goods from the moment you place your order and ends 14 days from the day you receive your goods. Because of the relatively high costs and values involved in this specialist business, if you choose to return the goods, you agree to arrange and pay for your country’s CITES re-export permit, if applicable and prompt, fully-insured return. Unrecoverable card payment fees are not refundable unless we are substantially at fault.

When we have checked that the goods have arrived back in exactly the same saleable condition as when sent to you, we will refund the purchase price (in the currency and quantity in which it was received). For outside of the UK sales, we will also deduct the higher charge for sending to you (these costs will be separately quoted and treated as a separate contract from the goods), customs fees, taxes or bank charges in order for us to end up with a nil net cost scenario.

If the Goods suffer any damage or deterioration during your possession or care, we reserve the right to make a reasonable deduction from the refund payment to cover repair, making good and loss of residual market value, remembering that even when fully repaired, the sale value of a guitar can drop alarmingly. In cases of significant marking or damage, we reserve the right refuse return.

Sales to customers who visit, select and pay for goods are final. Goods are non-returnable unless there is a genuine claim over faulty materials, faulty workmanship or goods not being fit for purpose. If you change your mind after purchase, we will be as helpful as we can, without obligation, to find a suitable exchange, alternative or assist with re-sale.

Our intention is to supply guitars that give lasting satisfaction and we want to delight you with our service. We illustrate full and complete details, without exaggerations, including clear photos, technical description, dimensions, comments and sound samples. By such complete description and by understanding your needs, we set out to supply guitars that you are unlikely to want to return.

We do not encourage customers to casually request ‘Sale or Return’ or approval trials. You are encouraged to try instruments on our premises for as long or as many times as you like.

+ 44 (0) 1732 453 523

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