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Returns

Cancellation Procedure

You are free to cancel any order before payment has been taken free of charge.

Cancellation requests must be sent to Admin@Guitarzone.co.uk with the order reference in the subject field header and the word 'cancel'.

Any transportation costs for cancelled orders must be paid by the purchaser, except in instances where the products supplied are faulty, have been supplied in error, or mis-described by the seller. We can arrange collection of a cancelled order on behalf of the purchaser, and a collection charge will be confirmed when the collection is arranged.

Orders cannot be cancelled where products have been altered by the purchaser in any way from the original condition.

This does not affect your statutory rights.

 

7 Day Money Back Guarantee

In accordance with the Distance Selling Regulations, any products can be returned for any reason within 7 working days for a refund, less carriage costs. Returned products should be in their original condition and packaging. Returns must be agreed with Guitarzone prior to shipping of the products. The customer is responsible for all return carriage costs. For your protection, we recommend that you use a recorded-delivery service when returning products to Guitarzone.

The Money Back Guarantee does not apply to:

  • Software that has been opened or hardware that includes software as part of the package, where the software component has been opened. Video/Audio content in the form of CDs or DVDs also cannot be returned if the item has been opened.
  • Any products that touch ears, nose or mouth due to health and safety policy e.g. microphones, mouth organs, headphones, earplugs etc
  • Any products that were specifically ordered to meet a customer’s requirements.

Products that have been altered from their original condition in any way cannot be returned.

Refunds can only be made by the method originally used to pay for the products. Credit/debit card refunds will be processed by Guitarzone and normally takes 3-5 working days to show on the customer's account.

 

Faulty Products:

To ensure swift resolution of problems, if products provided are found to be faulty you must contact us by telephone immediately.  If out of business hours, please use e-mail to notify us of the problem, followed by a telephone call within the next hours of business.

Within 28 days of the date of delivery, we will arrange for the collection and repair (at manufactures discretion) or replacement of faulty products.

Due to the nature of the products we sell, in certain circumstances when not repairable, we may not be able to replace the goods within 28 days e.g. guitars made to order. In this case we will contact the customer and provide the choice of:

  • Waiting for the replacement product
  • Providing a suitable replacement product
  • A full refund

In the event that it is not possible to replace or repair the product e.g. limited editions, we will contact the customer and provide the choice of:

  • Providing a suitable replacement product
  • A full refund

Outside of 28 days from the date of delivery, we will arrange from the return of faulty products from us to the manufacturers for repair, under the terms of manufacturer's warranty.

This policy does no apply to any products that have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser.

This does not affect your statutory rights.

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