Refund policy
Guitars bought online
For remote orders there is a seven day returns policy that covers a change of mind (or heart). In the unlikely event that you decide the instrument isn’t for you then we need to be notified within seven days of the guitar being delivered to you. You can return it for any reason.
After you have notified us of the return you are responsible for the safe and secure return of the guitar back to us. Use the same packaging and it must be returned with a tracked and insured courier service. A full refund will be sent on the day the guitar arrives back here with us. You can also deliver it in person, in which case a refund will be issued while you are here.
The instrument must be presented back to us in the same condition to which it arrived.
Returns will NOT be accepted if you have modified, customised, adjusted, damaged, marked, dinked, chipped or messed with the guitar in any way. Please bear this in mind.
- Used commercially for live performance, recording or video production
- Modified, adjusted or customised
- Damaged in any way
If after playing the guitar you decide it’s not for you it’s best to pack it straight back up without further use and arrange for its return.
Courier issues
A refund can only be issued upon safe receipt of the guitar at our address in the same condition it left us. If the courier loses or damages it, the responsibility lies with the buyer. Please fully insure the package. You are also welcome to return it in person.
For returns:
We strongly advise fully insuring the package on the way back to avoid any losses should the unthinkable happen. If the returning courier loses or damages the guitar the liability for this lays with the buyer. You are also welcome to return it in person should you wish.
Refund times
Refunds are issued within 24 hours of the guitar arriving back in perfect condition.
Guitars bought in person
If you come and purchase a guitar from us in person and change your mind after purchasing it, we will under normal circumstances not offer a full refund for the returned guitar. We will always work hard to ensure we do what’s right for everyone, so a swap or exchange is always offered or a credit against a future purchase.
You are always very welcome to come and extensively try, test and compare our instruments before you commit to purchasing.
Damages and faults
If your guitar is damaged in transit or arrives faulty, we’ll collect it and issue a full refund or repair it based on your preference.