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Returns Policy

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.

We are focused on making our returns process simple and transparent. 

All Returns for orders placed online* can be logged through our simple to use Online Returns Portal

Alternatively or if you need further assistance, please:

  • Call 0800 456 1959
  • Email support@guitarguitar.co.uk 
  • Talk to us on Livechat between 09:00 and 19:00, Mon- Sat or 09:00- 19:00 Sunday

*excluding pre-owned warranty enquiries and returns relating to orders over 30 days old

 

The following products won’t be eligible for an exchange within 30 days or refund within 14 days (unless faulty or not as described):

  • Products without original product packaging or labels.
  • Products or packaging returned to us in poor condition including used, fingerprinted, smudged or scratched items
  • Products that contain your personal data or have been manufacturer-registered or have had their software registered
  • Gift Cards / eGift Cards/ Download codes.
  • Computer software that has been opened or redeemed.
  • Products which have been specially 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- for hygiene reasons.

 

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.

If you wish to cancel or exchange your online order, the risk and cost of returning the goods to guitarguitar shall be accepted by you.

This does not apply where you have notified us that the goods have arrived damaged, faulty or don’t match what you ordered and has been verified by guitarguitar.

If a courier collection at guitarguitar’s cost has been arranged for any item found not to be faulty upon inspection, we reserve the right to charge a fee of £9.99.

 

What happens next?

Once your return has arrived with us, we’ll be in touch within 7 days to arrange the next steps. 

You’ll also receive email updates from us keeping you informed of your return’s journey. 

 

How long will my refund take?

Refunds are usually processed within 5-7 working days but please allow up to 14 working days for refunds to be credited into your account, from the day after this item arrives with us. 

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.

 

My order has developed a fault after 30 days, what can I do?

All new items are supplied with a minimum three (3) year warranty.

Once the item(s) is returned through the Online Returns Portal, it will be assessed by an expert and if possible repaired in-house. 

If any part of this is not possible, the product will be returned to the supplier for assessment and repair.

It is not always possible to provide an ETA for warranty repairs but guitarguitar will do our utmost to obtain regular updates from the supplier or manufacturer, 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 issues with a product have been created due to misuse or neglect and discovered upon inspection, these will not be covered under warranty and we reserve the right to refuse a return on these grounds.

*It is your responsibility to inform us of any change of address or contact details before we return your item.  

Pre-Owned

All of our Pre-Owned Stringed Instruments are supplied with a one (1) year warranty.

Pre-Owned electronic goods, including but not limited to amplifiers, keyboards, pedals, digital drum kits, synths, P.A. systems etc, are supplied with a ninety (90) day warranty. 

Pre-Owned items have their warranty serviced by a qualified technician or member of staff. We may outsource repairs to a third party specialist where appropriate.

If we cannot resolve a fault with a Pre-Owned item during the warranty period we will offer a store credit at the value of the price of the goods at the time of sale.