Guitars-n-Gear: Refund & Returns Policy

 

At guitars-n-gear.co.uk, we want you to be completely satisfied with your purchase. We understand that sometimes you might change your mind or an item may not be quite right.

This policy outlines your rights and our procedures for returns and refunds, in line with UK consumer law.

 

1. Your Right to Change Your Mind ("Cooling-Off" Period)

 

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving your goods.

• Timeframe: You must inform us of your decision to cancel within 14 days of the day you (or someone you nominate) receive your order.

• How to Cancel: To exercise your right to cancel, please let us know by emailing us at [email address] or by using the Model Cancellation Form at the end of this policy.

• Returning the Item: Once you have notified us, you have a further 14 days to send the goods back to us at [Your Address Here].

• Return Costs: You will be responsible for paying the direct cost of return postage. We recommend using a tracked and insured service, as you are responsible for the item until it reaches us.

• Condition of Goods: Items must be returned in their original condition. We may make a deduction from your refund for any loss in value if the item has been handled more than is necessary to establish its nature, characteristics, and functioning (i.e., beyond what you would do in a physical shop).

• Your Refund: We will refund you the full price you paid for the item(s) plus the cost of our standard delivery (if you paid for a premium or express delivery option, we will only refund the standard delivery charge). This refund will be processed within 14 days of us receiving the returned goods.

 

2. Exceptions to the Right to Cancel

 

Please note that your right to change your mind does not apply to the following:

• Custom-Made or Personalised Goods: Any items that have been custom-built, modified, or personalised to your specific requirements (e.g., a custom-finished guitar, a pedal with custom modifications).

• Sealed Software or Media: Items with a security seal for health or hygiene (like headphones or microphones) or sealed media (like software, audio CDs, or tutorial DVDs) if you have broken the seal after receiving them.

 

3. If Your Item is Faulty (Your Statutory Rights)

 

Under the Consumer Rights Act 2015, your items must be of satisfactory quality, fit for purpose, and as described.

 

Short-Term Right to Reject (Within 30 Days)

 

If your item is faulty when you receive it, you have the right to reject it for a full refund.

• Timeframe: You must inform us of the fault within 30 days of receiving your item.

• Return Costs: We will cover the cost of reasonable return postage for faulty goods. We will provide instructions on how to return the item to us.

• Your Choice: You can choose to have a full refund, a repair, or a replacement.

 

After 30 Days (Up to 6 Months)

 

If your item develops a fault after 30 days but within six months of purchase, you must give us one opportunity to repair or replace it.

• Our Obligation: We will choose whether to repair or replace the faulty item. If a replacement is not available, we will offer a repair.

• If the Repair/Replacement Fails: If the repair or replacement is unsuccessful, or if it is not possible, you can then claim a full refund (or a price reduction if you wish to keep the item).

• Return Costs: We will cover all reasonable costs for returning the faulty item and sending the repaired/replacement item back to you.

After 6 Months: If a fault appears after six months, the burden of proof shifts to you to prove that the item was faulty at the time of purchase. Please contact us to discuss your options.

 

4. How to Make a Return

 

Step 1: Contact Us First Before sending anything back.

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Step 2: Package Your Item Please package the item securely to prevent damage in transit.

• For "change of mind" returns, please use the original packaging where possible.

• For guitars and other fragile instruments, it is essential to use appropriate, secure packaging. We cannot be held responsible for items damaged in transit due to poor packaging.

 

5. Receiving Your Refund

 

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

• Processing Time: Approved refunds will be processed within 14 days of us receiving the item back.

• Payment Method: All refunds will be credited to your original method of payment.

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This policy does not affect your statutory rights.