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Terms and Conditions

Use of this website constitutes acceptance of the terms and conditions laid out on this page.
The following terms apply to online and distance selling purchases only.

1. Introduction


1.1 - This website is owned and operated by GUITARGUITAR Limited, a company registered in Scotland at 36 Trongate, Glasgow, United Kingdom, G1 5ES.

Company Registration Number: SC247523
VAT Registration Number: GB827922211

These terms and conditions apply to all users of this website/service (henceforth referred as "you"), and are upheld at all times by GUITARGUITAR LTD (henceforth referred as "we"). By using this website you agree to the terms as set out in this document, if you do not agree to any of these terms, please do not use this website.

Head Office address:
GUITARGUITAR Ltd
36 Trongate
Glasgow
G1 5ES

Sales Enquiries: orders@guitarguitar.co.uk
Sales FREEPHONE 0800 456 1959
Sales (local): 0191 222 0466
Online Sales team address:
GUITARGUITAR Ltd
65 Westgate Road,
Newcastle
NE1 1SG

Support: support@guitarguitar.co.uk
Support FREEPHONE 0800 456 1959
Support (local) 0191 222 0466
1.2 - All goods and services are sold in accordance with the EU Consumer Rights Directive (2011/83/eu). The purpose of this directive is to ensure that the consumer is given clear and accurate information about the goods and services supplied by the retailer to help give consumers confidence when buying online. Note: Goods and Services sold prior to the 1st June 2014 where sold in accordance with The Consumer Protection (Distance Selling) Regulations 2000 (SI 2000 No.2334).

1.3 - Use of this website constitutes acceptance of the terms and conditions laid out on this page. GUITARGUITAR LTD reserves the right to amend these terms at any time, without warning. All changes will be made current on this page.

Last Updated: 12th February 2016 10:45 GMT

2. Purchase of Goods


2.1 - All orders made by you through www.guitarguitar.co.uk are subject to acceptance by us. In the circumstance we refuse your order, we cannot be held liable to any party.

2.2 - After submitting an order to us we will send you an order acknowledgement email with your order number and details of the goods that you have ordered. Please note this email is an automated acknowledgement and is not an acceptance of your order.

2.3 - Order acceptance and the completion of the contract between you the customer and GUITARGUITAR LTD will take place at the point of order dispatch, unless we have notified you otherwise, or you have cancelled your order in accordance with the terms set out in Section 4 - Cancellations & Returns.

If we do not accept an order, a full refund will be processed.

2.4 - The following are examples of why we may refuse to accept an order:
2.4.1 - We cannot obtain authorisation from the bank or suspect fraud
2.4.2 - If there have been errors/issues with the description of the goods (Section 5)
2.4.3 - If goods are no longer available.

3. Delivery of Goods


Time of Dispatch

3.1. If you order an item that is in stock in our UK branches before 3pm Monday-Friday, or 1pm Saturday-Sunday, we will endeavour to dispatch the goods that day.

3.1.1. This excludes Public Holidays and Bank Holidays.

3.1.2. This excludes items in stock in our international branches.

3.2. If we are unable to dispatch an order on the same day due to stock errors, issues with quality control, or clerical errors in the order process, we will notify you of a revised delivery date, or provide you with the option of an alternate day of your choosing. We may also deliver some goods in several consignments, but we will not charge additional carriage for this.

Delivery Time

3.3. UK Orders made using our Saver Delivery service will be dispatched using Royal Mail on a 48-Hour service. This means your goods should arrive within two working days. Orders made using our Next Day Delivery service will be dispatched using DPD on a 24-Hour service. This means that your goods will should arrive within one working day.

3.3.1. This excludes deliveries to remote areas, which are defined in section 3.12. Deliveries to these areas will take 48-72 hours to arrive.

3.3.2. This excludes items in stock in our international branches. These orders will be sent on a 48-Hour service with no premium delivery options. Delivery to remote areas will require an additional 24-48 hours for delivery.

3.3.3. We reserve the right to amend delivery estimates at any point in the order process and any such changes will be notified in writing and verbal communication. In some cases, orders of excessive size, weight or value may take longer than the estimated time.

3.3.4. We cannot be held responsible for delays in deliveries once under the care of our couriers. We will notify customers of any such delays. We will not be liable to any party for items delivered outside the specified delivery estimates.

Delivery to an Alternative Address

3.4. Orders to a delivery address other than the cardholder's billing address can be processed if the customer has been authenticated using 3D authentication (i.e. Verified by Visa, MasterCard SecureCode, American Express SafeKey). We reserve the right to deliver only to the cardholder's billing address.

3.4.1. Orders purchased via PayPal can only be shipped to confirmed addresses. We will not ship to unconfirmed PayPal addresses under any circumstance.

3.4.2. Orders purchased using finance options can only be shipped to the address used in the credit agreement. We will not ship to alternative addresses for finance orders under any circumstance.

Cost of Delivery (UK)

3.5. The correct shipping charges will be automatically calculated on your shopping basket. These shipping charges vary by order value and the delivery service chosen. These are:

Orders
Under £20.00
Orders
£20.01 ‐ £50.00
Orders
Over £50.00
Saver Delivery £2.95 FREE FREE
Next Day Delivery £4.95 £4.95 FREE
Next Day (Pre 12pm) £9.49 surcharge £9.49 surcharge £9.49 surcharge
Saturday Delivery £9.99 surcharge £9.99 surcharge £9.99 surcharge
Sunday Delivery £9.99 surcharge £9.99 surcharge £9.99 surcharge

3.5.1. We reserve the right to charge additional delivery charges for extreme weight items, or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory.

3.5.2. We reserve the right to charge additional delivery charges if a consignment is returned to us due to a refusal of delivery at your address. This charge is currently set at £20.00 per refused delivery.

Cost of Delivery (EU)

3.6. The correct shipping charges will be automatically calculated on your shopping basket. These shipping charges vary by order value and the delivery service chosen.

3.6.1. We reserve the right to charge additional delivery charges for extreme weight items, or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory.

Cost of Delivery (International)

3.7. The correct shipping charges will be automatically calculated on your shopping basket. These shipping charges vary by order value and the delivery service chosen.

3.7.1. We reserve the right to charge additional delivery charges for extreme weight items, or orders that have been undercharged for shipping. We will offer a full refund if these charges are not satisfactory.

3.7.2. All import duties and taxes are the responsibility of the customer.

Cost of Returns

3.8. If you change your mind about your order, you can return your purchase subject to Section 4. Cancellation & Returns Policy in its original condition within 14 days to for a full refund (minus any costs incurred by us for delivery and the subsequent return).

3.8.1. We reserve the right to charge for failed collections at a customer's address (i.e. no-one is present at the address, the address is obstructed, or the collection is refused). This charge is currently set at £15.00 per failed collection.

Damaged Goods

3.9. Any damage to goods incurred in transit must be reported within 24 hours of delivery. In this event, we will confirm the damage and if a claim is found valid, will collect the goods from you at no charge. A full replacement will be offered, or a full refund if goods are no longer in stock. We reserve the right to request photographic evidence to verify damage claims. We cannot be held responsible for damages caused by shipping or negligence if reported after 24 hours of the goods being delivered.

Ownership & Responsibility

3.10. Legal ownership of the goods ordered is passed to you at the point of delivery. From this point, you are responsible for the safekeeping and correct use of all goods. We will not be responsible for any damage or fault arising from incorrect storage or use. The validity and conditions of any refund/return will be affected by any damage considered to be caused through misuse or neglect.

Consumer Rights

3.11. The Directive on Consumer Rights (2011/83/EC) protects the legal right of EU customers to reject goods that are unsatisfactory quality, unfit for purpose, or not as described for 30 days after the date of delivery. Goods rejected under this act are eligible for a full refund.

Remote Areas

3.12. We define the following as remote areas for the purposes of delivery: Northern Ireland, the Scottish Highlands and Islands, the Isle of Man and the Channel Islands.

3.12.1. We define the Scottish Highlands by the following postcodes:

  • AB31 to 38, AB40 to 56
  • HS
  • IV1 to 28, IV30 to 32, IV36, IV40 to 49, IV51 to 56, IV63
  • KA 27 & 28
  • KW 1 to 17
  • PA 20 to 38, PA41 to 49, PA60 to 78
  • PH19 to 26, PH30 to 41, PH49 to 50
  • ZE

4. Cancellations & Returns


4.1 - Under the conditions outlined in the EU Consumer Rights Directive and in Section 4.2, GUITARGUITAR LTD operates a 14 day cooling-off returns policy for products that are still in their original condition. This allows UK and EU customers to cancel their order up to 14 days after receipt of their goods. If you wish to cancel your order during this 14-day period, please notify us for a returns authorisation in writing by letter or by email at support@guitarguitar.co.uk. A telephone call is not sufficient without the express written approval from GUITARGUITAR LTD.

4.1.1 - Upon contacting us, we will provide you with an appropriate returns form which must be sent back with your goods. This form will include shipping instructions and an address for the return of your goods. Note: Items returned to the wrong address or without this matching returns form may suffer delays.

4.2 - The right to return goods to us as mentioned in Section 4.1 does NOT apply in the following situations:
  • 4.2.1 - Financed Goods - Goods purchased on finance cannot be returned under the 14-days cooling off period. Financed goods are conditional based sales where the consumer is bound to purchase the goods from the outset but do not own the goods until they have fulfilled all conditions of the contract (typically through complete payment of all financial instalments).
  • 4.2.2 - Special Orders - Any order which has been specified or customized to the customers specifications. This also includes any item which is not typically stocked by GUITARGUITAR LTD and has been ordered in at the request of the customer.
  • 4.2.3 - Health and Safety - any product that has come in contact with a customer's ear or mouth, such as microphones, headphones, earphones or product with a mouthpiece that have been used or where the hygienic seal has been separate or broken.
  • 4.2.4 - Software, Media and CDs - where the packaging has been unsealed (unless the product is faulty) and copyright policies apply, any product registered via digital or physical means becomes immediately exempt for any returns.
4.3 - If you wish to exercise your right to cancel this contract within the cancellation period, you should return the goods to us within 14 days and take reasonable care in doing as detailed in the EU Consumer Rights Directive (2011/83/EU). The risk and cost of returning the goods to us shall be accepted by you unless you have notified us that the goods have arrived damaged or faulty (Section 3.4) and this has been verified by us. If goods are not returned within this period, we will assume that you have withdrawn your right to cancel.

4.4 - As outline in the EU Consumer Rights Directive (2011/83/EU), failure to return items in their original condition will result in deductions from your refund or refusal of a return. As a result, we may make deductions to your refund for any diminution in value of the returned goods where the handling of goods has "gone beyond the sort of handling that might reasonably be allowed in a store"

4.5 - Upon cancellation of the contract we will credit your account with a full refund for the goods. Normally refunds are processed the same day if the goods haven't been dispatched or on the day of receiving the goods back, however, in any event, not later than 14 days after receipt of the cancelled goods. If you do not return the goods or do not pay the costs of delivery to us, we shall be entitled to deduct the direct cost of recovering the goods from the amount of the refund.

4.6 - The right to cancel does not apply to orders delivered outside of the European Union.

4.7 - Under the Consumer Rights Act, EU customers have a legal right to reject goods that are unsatisfactory quality, unfit for purpose or not as described and get a full refund. This right is limited to 30 days from the date you receive your goods

5. Description of Goods & Pricing


5.1 - All our prices are shown in Pounds Sterling (GBP) and are displayed inclusive of VAT at the current rate of 20%. VAT is payable by all customers within the EU.

5.2 - GUITARGUITAR LTD does not take any responsibility for any import taxes, customs charges or administration fees payable on orders made outside of the European Union zone. It is the customer's responsibility to cover all charges related to Customs and the import of goods.

5.3 - All our prices, descriptions and shipping charges are reviewed regularly and we endeavour to ensure that the prices and the information provided on our website are correct at all times. In the event of an error in the information provided by our website, GUITARGUITAR LTD will notify you of this error immediately. In the event that a price or shipping charge is incorrectly displayed, GUITARGUITAR LTD will offer you the product/service at the correct price, or a full refund. We are not under any obligation to honour an incorrect price.

5.4 - Product images are for illustrative purposes only, GUITARGUITAR LTD cannot be held responsible for differences in the manufacturer's imagery and the actual product.

6. Payment


6.1 - All credit and debit card processing is encrypted and handled securely by RBS Streamline and Sagepay. We do not see your card details at any time.

6.2 - We currently accept the following methods of payment online: VISA, VISA Debit, Mastercard, Solo, Maestro, Visa Electron, American Express, Paypal, Bank Transfer in GBP, US Dollar and Euro, Distance Selling Finance.

6.3 - All Euro and US dollars amounts displayed on www.guitarguitar.co.uk are given as a guide only and may differ from the actual amount you pay, which will appear on your bank statement given by your own Bank or Credit Card Company. We cannot accept any responsibility for loss of funds caused by currency fluctuation.

7. Finance Applications


7.1 - GUITARGUITAR Limited offers several forms of financial packages for its customers in the UK. These packages are provided in partnership with either Barclays Finance or Moneyway (via our V12 System). This applies for applications made online or over the phone only.

7.2 - GUITARGUITAR Limited cannot be held responsibility for the suitability of any financial package made and the specific terms of these packages are provided by either Barclays or Moneyway. It is the customer's responsibility to read and understand the terms and conditions laid out by Barclays or Moneyway.

7.3 - In accordance with our terms (Section 4.2.1) and the EU Consumer Rights Directive, the right to return goods to us within 14 days, as mentioned in Section 4.1 does NOT apply when payment is made using distance finance. However, the customer does have the right to cancel the finance agreement itself (not the goods) up to 14 days after the date of signature.

7.4 - V12 Details: Consumer credit service provided by V12 in association with Secure Trust Bank. Moneyway is a Trading name of Secure Trust Bank PLC. Secure Trust Bank is authorised and regulated by the Financial Services Authority, licensed by the Office of Fair Trading and a member of the Finance and Leasing Association. For more information please visit http://www.securetrustbank.com/.

7.4 - Available Finance Packages
The following finance packages are available on our website.
The terms of the packages will vary from product to product.
Product Min. Credit Max. Credit Period Deposit Interest
9 Months 0% Finance *
Selected Items Only
£300 £12,000 9 months 10% to 50% 0%
10 Months 0% Finance *
Selected Items Only
£300 £12,000 10 months 10% to 50% 0%
12 Months 0% Finance *
Selected Items Only
£300 £12,000 12 months 10% to 50% 0%
12 Months 9.9% Finance * £300 £12,000 12 months 10% to 50% 9.9% APR
24 Months 9.9% Finance * £300 £12,000 24 months 10% to 50% 9.9% APR
36 Months 9.9% Finance * £300 £12,000 36 months 10% to 50% 9.9% APR

7.5 - Representative Examples - for Goods Valued at 799 with a 10% Deposit

9.9% APR Finance over 12 months
Duration of Agreement12
Monthly Repayments62.97
Deposit:79.80
Amount of Credit:755.64
Total Repayable:835.44
Total Interest:37.44
9.9% APR Finance over 24 months
Duration of Agreement24
Monthly Repayments32.97
Deposit:79.80
Amount of Credit:791.23
Total Repayable:871.03
Total Interest:73.03
9.9% APR Finance over 36 months
Duration of Agreement36
Monthly Repayments23.00
Deposit:79.80
Amount of Credit:827.94
Total Repayable:907.74
Total Interest:109.74

8. Warranty


8.1 - All goods are supplied with a 12 month manufacturer's warranty unless specified otherwise. All pre-owned items carry a 90 day warranty. Perishable items, such as Amplifier valves, carry a 90-day warranty.

8.2 - Any extended warranty offered by any manufacturer must be arranged by the customer. We are not responsible for organising such warranties. We can provide additional receipts upon request.

9. Site Usage / Service Access


9.1 - Although we make every effort to ensure our website is available 24 hours a day, we will not be liable if, for any reason, our website is unavailable at any time due to maintenance, system failure or conditions outside our control.

9.2 - From time to time, GUITARGUITAR LTD may link to third party websites to provide the user with third party content, , including but not limited to, videos from youtube, images, comments, reviews or links. GUITARGUITAR does not accept any liability for the suitability or incorrect use of this content and is provided solely as a guide for the customer. If you choose to view any third party content (including visit a 3rd party site or play a video) you do so at your own risk.

9.3 - The use of tools for the purpore of price scanning (either automatically or manually) this website is forbidden without the prior written consent of GUITARGUITAR Limited. Without prior consent, you agree to fines of up to 1000 a day if unauthorised scanning activity is detected.

10. Copyright


10.1 - You may download, use or print extracts from this site for your personal use only. Unless otherwise stated, the copyright and other intellectual property rights in all material on this website (including without limitation photographs, web designs & implementations, graphical images) are owned by us or our licensors.

10.2 - Product images or descriptions which we were created by GUITARGUITAR LTD remain the property of GUITARGUITAR LTD at all times and cannot by copied in any format under any circumstance without full written consent from GUITARGUITAR LTD.

11. Liability


11.1 - GUITARGUITAR Limited and any of our owners, officers, directors, employees or shareholders will not be liable for any losses or damage that you suffer under the contract which were not a foreseeable consequence of breach of the contract. We are not responsible for indirect losses which were not considered at the time of the contract including, but not limited to, any loss of income or profits, loss of business or goodwill, loss of data, loss of opportunity.

11.2 - We are not liable for losses that arise in connection with this website in any way or in connection with the use, inability to use or the results of use of this website, any websites linked to this website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this website or your downloading of any material from this website or any websites linked to this website.

12. Data Protection


12.1 - By placing your order, you agree and understand that we may store, process and use data collected from your order or telephone payment.

12.2 - We do not see or store your card number when you purchase online.

13. Circumstances beyond our reasonable control


13.1 - We will make every effort to perform our obligations under the Contract. However, we cannot be held responsible for delays or failure to perform if such delay or failure is caused by any circumstances beyond our reasonable control. In the event of a delay, we will perform our obligations as soon as reasonably possible.

14. Privacy Policy


14.1 - We take customers' privacy and confidentiality very seriously so GUITARGUITAR Limited does not disclose buyer's information to any marketing third parties and takes every step to protect customer's data. All information is securely encrypted using industry standard 128-bit encryption Secure Socket Layer (SSL) certificates provided by Verisign.

14.2 - We use cookies to keep track of your current shopping session and so that you may retrieve your shopping basket at any time - if you do not accept cookies you will be unable to use this website.
Using our site indicates that you accept the use of both 'Strictly Necessary' and 'Performance' cookies as defined in our Cookie Notice page here. Accepting these cookies is a condition of using the website, so if you prevent them we cannot guarantee your security or how our site will perform for you.

15. The Waste Electrical and Electronic Equipment Directive (WEEE)


15.1 - As a retailer of electrical & electronic goods, we conform to all WEEE regulations. As such, if you purchase any electrical and electronic equipment (EEE), we will dispose of any equivalent waste electrical and electronic equipment (WEEE) free of charge on a like-for-like basis.

14.2 - Full details of our WEEE Recycle Policy can be found here.




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