Online Orders – 14 Day Returns (Distance Selling Regulations)
Customers who purchase online or through distance selling channels have the right to cancel their order within 14 days of receiving their goods in accordance with the Consumer Contracts Regulations.
To exercise this right, customers must notify us within 14 days of delivery and then return the item within a further 14 days.
Returned items should be supplied complete with all original packaging, documentation, accessories and any promotional items included with the order.
Customers may inspect and handle goods as they would reasonably be able to in a retail showroom. However, if goods are returned showing signs of use, modification, damage, excessive handling, missing items or reduced resale value, we reserve the right to make an appropriate deduction from the refund amount to reflect any loss in value.
All returns are inspected and documented upon receipt before a refund is processed.
Refunds will be issued to the original payment method within 14 days of receipt of the returned goods (or evidence that the goods have been returned), subject to inspection and verification of condition.
Return shipping costs are the responsibility of the customer unless the item is faulty, not as described, or supplied in error.
In-Store Purchases
Items purchased in-store are not eligible for a refund. However, we do offer exchange or a store credit (gift card) for in-store purchases returned within 14 days, provided they are in their original condition with proof of purchase.
Exclusions
Please note that custom orders, modified items, B-stock, clearance items, and goods obtained through part exchange are non-refundable, unless faulty.
Partial Refunds
There are certain situations where only partial refunds may be granted, at our discretion. These include, but are not limited to:
- Protective films removed from pickguards or pickups
- Missing paperwork, case candy, tremolo arms or accessories
- Signs of wear beyond normal inspection
- Altered setups or adjustments carried out after delivery
- Swapped or modified parts
- Damage to original packaging
All returns are inspected upon receipt. If a return does not meet the conditions above, we reserve the right to refuse it or issue a partial refund.
