At guitarguitar we take pride in finding the right products and solutions for musicians, but know that sometimes what you buy isn’t right for you.
If you've changed your mind about keeping your purchase, you can easily return it in its original condition with the issued returns form within 14 days and we'll be happy to exchange or refund it.
By original condition we mean:
- All the original packaging, with protective plastic films intact and accessories present (instructions, guarantee and any extras that were included) in new condition and the product can be resold as new.
- No signs of use such as fingerprints, smudges, scratches.
- DVDs, CDs, memory cards and software packaging discs must still be sealed.
- The product contains no personal data and isn’t registered to a user.
The following products won’t be eligible for an exchange or refund (unless faulty or not as described):
- Products you received over 14 days ago
- Products that have been opened or unsealed
- Products without original packaging or labels
- Products or packaging returned to us in poor condition
- Products that contain your personal data or have been manufacturer-registered
- Gift Cards
- Computer software that has been opened or redeemed
- Where a product has been special ordered or custom-built for you
- Goods that may have come into contact with the eyes, nose, ears or mouth, such as microphones, headphones or harmonicas.
- Please note that any orders which are returned outside of our returns policy will not be accepted for refund and will be returned to you.
How do I arrange a return?
Contact our support team by emailing firstname.lastname@example.org or by calling 0800 456 1959 and they will advise you through the returns process.
How do I ship my goods back to you?
Our support team will provide you with a return address to ship your goods back at your cost. We cannot accept liability for damage or loss incurred in transit, so we advise using a recorded and insured courier.
Can I return my order to a guitarguitar store?
Orders placed on guitarguitar.co.uk cannot currently be returned in person to guitarguitar Retail stores.
Please fill in our simple Returns form and arrange a tracked, insured courier service to ensure your return gets back to us safely.
What happens next?
Once your return has arrived safe and sound, we’ll be in touch within 7 days to arrange the next steps.
If you’ve requested an exchange, we’ll contact you to arrange delivery of your new goods.
We can only offer 1 exchange per order so please get in touch with us if you have any questions about the replacement item prior to it being shipped out. If you’ve requested a refund, we’ll email to confirm when your refund will be processed.
How long will my refund take?
Please allow up to 14 working days for refunds to be credited into your account, from the day after this item arrives with us. Refunds are usually processed within 5-7 working days.
If you have made this purchase via one of our finance options we will contact the finance provider to cancel your agreement. Any funds/deposit paid to the finance provider will be refunded by the finance provider directly.
What if my order arrives damaged?
If your goods and/ or packaging have arrived damaged, please inform our support team within 48 hours of receiving the goods.
If possible, please photograph the damage and email this to email@example.com.
We will then arrange a convenient weekday collection of your goods.
You can send your order back for a replacement, exchange or refund and our support team will be happy to arrange this for you.
My order has developed a fault, what can I do?
If your order develops a fault within the first month of use please let our support team know. We’ll help you troubleshoot the problem over the phone and if the issue can’t be resolved, we’ll arrange for the goods to be collected from you for assessment.
My order has developed a fault after a month, what can I do?
All new goods come with a minimum one year warranty.
To arrange the return of a warranty item, please contact our support team on 0800 456 1959 or firstname.lastname@example.org who will guide you through the process. Once the item(s) is returned, it will be assessed by an expert and if possible repaired in-store. If any part of this is not possible, the goods will be shipped back to the supplier for assessment and repair.
It is not always possible to provide an ETA for warranty repairs but we will do everything we can to obtain regular updates from the supplier, and will update you whenever we receive information on your repair.
In most cases, goods returned under warranty are repaired rather than replaced. Where a repair is not possible, we will arrange a replacement on a like-for-like basis.
If the purchased item was Pre-Owned, we provide a 3 month warranty from the point of the goods being delivered. Pre-Owned items will have their warranty serviced by a qualified technician or member of staff. We may outsource repairs to a specialist where appropriate.
If we cannot resolve a fault during the warranty period with a pre-owned item we will offer a refund or exchange to the original value paid.
If a courier collection has been arranged for a non-faulty item, we reserve the right to charge a courier collection fee of £29.50. If faults have been incurred due to misuse or neglect, we reserve the right to refuse a return.