Bought something online, but it isn’t quite right?
Got a banjo for your bass player, or a capo for your Casio?
Don’t worry. We’re here to help.
How do I arrange a return?
If you aren’t happy with your order, you can return it for a refund or exchange within 14 days of delivery. Arranging a return couldn’t be easier:
Either call us on 0800 456 1959, or send an email to firstname.lastname@example.org
Our support team are available Monday - Friday (9:45am - 5:45pm).
How do I ship my goods back to you?
Our support team will provide you with a return address to ship your goods back.
You can also return your goods to any guitarguitar store. You can view the locations of our stores here.
All goods must be returned in “as new condition”, including all accessories and original packaging. We cannot accept liability for damage incurred in transit, so we advise using a recorded and insured courier.
For hygiene reasons, we cannot accept returns for goods that may have come into contact with the eyes, nose, ears or mouth, such as microphones, headphones or harmonicas. We also reserve the right to refuse any returns which have been registered with their manufacturer or where bundled software has been downloaded.
What happens next?
Once your return has arrived safe and sound, we’ll be in touch to arrange the next step.
If you’ve requested an exchange, we’ll contact you to arrange delivery of your new goods. 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 them directly.
What if my order arrives faulty or damaged?
If your goods arrive damaged or faulty, please let us know and we’ll get the problem resolved straight away. We ask that any damage is reported to 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 collection of your goods at a time suitable for you. You can either send your order back for exchange or refund, or even have your item swapped for a new one at your door!
My order has developed a fault after 48 hours, 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, can arrange for the goods to be collected from you. If it's easier, you can also drop the item off in one of our stores.
Please ensure that all goods are packaged prior to the arrival of the courier as they only allow a 10 minute window for a collection. Unfortunately, we do not have any control over this, so please ensure that the goods are ready. Once we get receive the goods, we’ll confirm the issue and get in touch straight away to offer an exchange, credit or refund.
If no fault is found, the return will be treated as a 14 day return (providing this has been returned within 14 days). If a courier 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.
My order has developed a fault after a month, what can I do?
All new goods come with a minimum one year warranty, provided by the manufacturer.
If you wish to return something under warranty, please contact our support team on 0800 456 1959 or firstname.lastname@example.org. you with a return address to ship your goods back. You can also return your goods to any guitarguitar store.
Once the item is returned, it will be assessed by an expert and if possible repaired in-store. If this is not possible, the goods will be shipped back to the supplier for inspection and repair. It is not always possible to provide an ETA for warranty repairs however we endeavour 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 the same warranty terms for 3 months after the date goods are received.