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 Guitar Guitar Limited, West Avenue, Paisley, Scotland, PA1 2FB

Company Registration Number: SC247523
VAT Registration Number: GB827922211

These terms and conditions apply to all users of this website/service (henceforth referred to as "you") and are upheld at all times by GUITARGUITAR LTD (henceforth referred to 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 West Ave. Linwood PA1 2FB	Sales Enquiries: orders@guitarguitar.co.uk Sales FREEPHONE 0800 456 1959 Sales (local): 0191 222 0466
Online Sales team address: GUITARGUITAR Ltd 63 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 UK Consumer Rights Act (2015) and the UK Consumer Contracts Regulations. The purpose of this legislation is to ensure that the consumer is given clear and accurate information about the goods and services supplied by the retailer. Note: Goods and Services sold prior to the 1st June 2014 were 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: 1st September 2021 00:01 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 - When guitarguitar cannot obtain authorisation from the card provider, bank or Finance company or suspect fraud having followed standard fraud prevention procedures.

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 4pm Monday-Friday, or before 1pm Saturday-Sunday, we will endeavour to dispatch the goods that day. This is referred to as the “Order cut-off (time)”.

3.1.1. The above excludes Public Holidays and Bank Holidays.

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 delivery on another day of your choice. We may also fulfill orders for multiple items in several consignments, but we will not charge additional carriage for this.

Delivery Time

3.3. UK Orders placed using our Saver Delivery service will be dispatched using one of our UK delivery partners (currently DPD, DHL) on a 48-hour service. This means orders should arrive before the end of the second subsequent Working Day after dispatch (not including weekends, public holidays and bank holidays). 

UK Orders made using our Next Day Delivery service will be dispatched using one of our UK delivery partners (currently DPD, DHL) on a “Next Day” 24-Hour service. This means that your goods should arrive on the subsequent Working Day after dispatch. 

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

3.3.3. We cannot be held responsible for delays in deliveries once under the care of our couriers. We will notify you 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 through one of our Finance/ Credit partners such as Novuna (Mitsubishi HC Capital UK PLC), Secure Trust Bank or Klarna can only be shipped to the address used during the credit application process. We will not ship to alternative addresses for finance/ credit 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 £199.00	Orders Over £199.00
Saver Delivery	£2.99	FREE
Next Day Delivery	£5.99	FREE
Saturday Delivery	£9.99 surcharge	£9.99 surcharge
Sunday Delivery	£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 on any order where 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 and International Export Orders)

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. Our courier, DPD or FedEx, will collect relevant import costs directly from you during the shipping process. These costs normally constitute local VAT and any import duties. All import duties and taxes are the responsibility of the customer. Refusal or delay to pay these fees may result in delays to your order’s arrival, and ultimately to it being returned to guitarguitar. See 3.5.2. for details of charges incurred by refusal to take delivery, including of Import costs.

3.7.3. We can ship to most countries in the world. New items will be sold without 20% UK VAT (Value Added Tax) but you as the customer are liable for all import duties and taxes levied in the delivery territory. These fees will be collected directly from you by our courier partners, DPD and FedEx. For a shipping quote, simply add the item(s) to the shopping cart and select your country from the drop-down menu.

Cost of Returns

3.8. If you change your mind about your order, you can cancel your order and return your purchase for a full refund subject to Section 4. Cancellation & Returns Policy. We must receive confirmation of your intention to return the goods within 14 days of you taking delivery of the goods. Goods must be returned in their original condition within 14 days of you informing us of your intention to cancel the order and return the goods. 

If you wish to exercise your right to cancel your online order within the first 14 days of receipt, 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 and this has been verified by guitarguitar.

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 £20.00 per failed collection.

Damaged Goods

3.9. Any damage to goods incurred in transit must be reported within 48 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 the 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 48 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, following our appraisal and assessment.

Consumer Rights

3.11. The UK Consumer Rights Act 2015 protects the legal right of UK 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:

• AB36-38, AB55-56
• FK17-21
• IV1-39, IV52-54, IV63
• KW1-14
• PA21-40
• PH19-26
• PH30-41, PH49-50

3.12.2. We define the Scottish Islands by the following postcodes:

• HS1-9
• IV40-51, IV55-56
• KA27-28
• KW15-17
• PA20, PA41-49, PA60-78
• PH42-44
• ZE1-3

4. Cancellations & Returns

4.1 - Under the conditions outlined in the UK Consumer Contracts Regulations and in Section 4.2, GUITARGUITAR LTD operates a 14-day cancellation period for products that are still in their original condition. Full details of this can be found in our Returns Policy. This allows UK 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 email at support@guitarguitar.co.uk, by letter or by visiting our Online Returns Portal. A telephone call is not sufficient without the express written approval of GUITARGUITAR LTD.

4.1.1 - Upon contacting us, we will provide you with instructions on how to return your order. These instructions will include a reference number, shipping instructions and an address for the return of your goods. Note: Items returned to the wrong address or with incomplete address information may lead to those refunds being delayed.

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 - 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.
• 4.2.2 - 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 breached, removed, or broken.
• 4.2.3 - 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 from any returns.

4.3 - If you wish to exercise your right to cancel your contract within the cancellation period, you should return the goods to us within 14 days of confirming your intention to cancel and take reasonable care in doing as detailed in the UK Consumer Contracts Regulations. The risk and cost of returning the goods to us shall be accepted by the you unless you have notified guitarguitar that the goods have arrived damaged or faulty (Section 3.4) and this has been verified by guitarguitar. If goods are not returned within this period, we will assume that you have withdrawn your request to cancel.

4.4 - As outlined in the UK Consumer Contracts Regulations, 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. Refunds are processed not later than 14 days after guitarguitar takes receipt of the cancelled goods or confirmation that the goods have been returned, such as a tracking number and details of the courier used to return the 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 United Kingdom.

4.7 - Under the Consumer Rights Act, UK 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%.

5.2 - GUITARGUITAR LTD does not take any responsibility for any import taxes, customs charges, or administration fees payable on orders made for delivery outside of the United Kingdom. It is your responsibility to cover all charges related to customs, import charges, and duties levied by the authorities in the destination territory and these fees will be collected directly from you by our couriers, DPD, and FedEx during the shipping process.

5.3 - 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 dollar 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 finance and credit packages for its customers in the UK. These packages are provided in partnership with Barclays Partner Finance, Novuna (Mitsubishi HC Capital UK PLC), Klarna or Secure Trust Bank (via our V12 System). This applies for applications made online or over the phone only.

7.2 - GUITARGUITAR Limited cannot be held responsible for the suitability of any finance package taken out by the customer for the purchase of goods from this website and the specific terms of these packages are provided by either Barclays, Novuna (Mitsubishi HC Capital UK PLC), Secure Trust Bank or Klarna. It is the customer's responsibility to read and understand the terms and conditions laid out by these finance providers.

7.3 - V12 Details: Consumer credit service provided by V12 in association with Secure Trust Bank. 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 https://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 19.9% Finance *	£300	£12,000	12 months	10% to 50%	19.9% APR
24 Months 19.9% Finance *	£300	£12,000	24 months	10% to 50%	19.9% APR
36 Months 19.9% Finance *	£300	£12,000	36 months	10% to 50%	19.9% APR

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

	19.9% APR Finance over 12 months	19.9% APR Finance over 24 months	19.9% APR Finance over 36 months
Duration of Agreement	12	24	36
Monthly Repayments	£66.03	£36.01	£26.10
Deposit	£79.90	£79.90	£79.90
Amount of Credit:	£719.10	£719.10	£719.10
Total Repayable:	£872.23	£944.03	£1019.62
Total Interest:	£73.23	£145.03	£220.62

7.6 - Complaints Policy If you have a complaint, please contact our customer services teams (support@guitarguitar.co.uk) who will respond within 72 hours. If you are not happy with the outcome please call 0800 456 1959 and we will respond within 30 days. Finally, if an unsuitable outcome cannot be reached, this can be escalated through such services as Citizen's Advice who can act as a 3rd party to resolve any outstanding issues.

7.7 - Complaints Escalation In the event, you are still dissatisfied and your agreement is regulated by the Financial Conduct Authority (FCA), you are entitled to refer your complaint to the Financial Ombudsman Service. This is free of charge and should be done as soon as possible, but must be within six months from the date of our final response. Further information regarding the Financial Ombudsman Service can be found on their website at www.financial-ombudsman.org.uk

8. Warranty

8.1 - guitarguitar Three-year Warranty

In addition to the statutory warranty, guitarguitar shall also provide a three-year warranty from the date of purchase, subject to the following conditions:

8.2 - guitarguitar provides a warranty for any defects arising during a period of three years from the date of purchase or the date on which the customer took delivery of the goods, provided these defects can be proven to be due to an inherent material fault or a manufacturing error. Only customers who are consumers can claim under the 3 year warranty and claims are non-transferable.

8.3 - The following are excluded from the warranty:

• • Products subject to wear and tear through use.
  • Used equipment.
  • Product defects caused as a result of failure to follow the instructions for use, or of inappropriate use, or the goods having been subjected to exceptional environmental conditions including extreme heat or moisture/ humidity, extraneous operating conditions, excessive strain or a lack of maintenance or care.
  • Product defects caused by the use of accessories or supplementary or replacement parts which are not original components.
  • Products which have been modified from the manufacturer’s original specification.
  • Slight deviations from the intended state which do not significantly affect the product’s value or its suitability for use e.g. cosmetic and superficial changes to colour, finish, etc.
  • Computer parts and accessories, unless otherwise specified in the respective item description.

8.4 - Product defects which are accepted by guitarguitar as being eligible for a warranty claim shall be handled as follows: at our discretion, the defective product shall either be repaired free of charge or replaced with a fully functional product (a like-for-like equivalent if necessary). Products which have been replaced under warranty subsequently become the property of guitarguitar. 

8.5 - Warranty claims must be asserted within the official warranty period. In order to do so, contact guitarguitar’s support team to register your warranty claim. 

8.6 - Claims other than the right to remedy defects referred to in these terms and conditions of warranty are not covered by this warranty.

8.7 - The warranty period for the product shall neither be extended nor renewed as a result of the provision of services under the warranty.

8.8 - The customer’s warranty rights in accordance with item 5 and with the statutory regulations shall not be affected by these terms and conditions of warranty.

8.9 - Any extended warranty offered by any manufacturer must be arranged by the customer directly with the manufacturer, supplier or distributor as appropriate and in accordance with the instruction of the manufacturer. We are not responsible for organising such warranties. guitarguitar 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 purpose 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 - Our full privacy policy can be found at https://www.guitarguitar.co.uk/information/privacy-policy/

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.

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

16. Price Match

16.1 - We may offer “price match” promotions. GUITARGUITAR LTD will only price match Authorised UK Retailers of the brand and product in question. Goods subject to a price match discount must be in stock both with GUITARGUITAR LTD and the retailer promoting a lower price at the time of the price match.

16.2 - GUITARGUITAR LTD reserve the right to refuse a price match without explanation or liability.

17. Attributions

17.1 - Several icons on this website were created by Font Awesome