Refund policy

Last updated: January 29, 2026

This Returns & Refunds Policy applies to all online purchases made from Guitars Limited (“we”, “us”, “our”). It is designed to comply with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

This policy applies to customers purchasing guitars and guitar-related products online within the United Kingdom.

1. YOUR LEGAL RIGHTS

When you buy goods online in the UK, you are protected by consumer law. This policy does not affect your statutory rights.

Cooling-off period (legal right)

You have a statutory right to cancel your order within 14 days of receiving your goods for any reason, even if the item is not faulty. This is known as the “cooling-off period” under the Consumer Contracts Regulations 2013. 

Faulty or misdescribed goods (legal right)

If your goods are: - Faulty - Damaged - Not as described - Not fit for purpose

You are entitled to a refund, repair, or replacement under the Consumer Rights Act 2015. These rights apply in addition to any returns policy stated below.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return: - The item must be in the same condition as received - Unused and unplayed - With all original tags, documentation, accessories, and packaging - In merchantable condition, meaning it must be suitable for resale without any work, time or expense required to restore it to a saleable condition

Returned items must not show signs of: - Use or playing wear - Installation or modification - Damage - Alteration - Missing components.

3. CHANGE-OF-MIND RETURNS

If you are returning an item because you have changed your mind:

·      You must request the return within 14 days of delivery

·      Return shipping costs are the responsibility of the customer

·      You are responsible for ensuring the item is securely packaged and returned using a safe, insured, and trackable shipping method

·      The item must be packaged in a way that prevents damage in transit

No restocking or administration fees (i.e. £0.00) will apply for Change of Mind Returns.

Any damage occurring during return shipping due to inadequate packaging or unsuitable shipping methods may result in a refusal to accept the return.

4. FAULTY, DAMAGED, OR MISDESCRIBED GOODS

If your item is: - Faulty - Damaged in transit - Misdescribed - Incorrect item supplied

You must contact us as soon as reasonably possible after delivery at terry@guitars-limited.com.

In these cases: - We will cover return shipping costs - We will offer a repair, replacement, or full refund - No deductions will be made and no restocking or administration fees (i.e. £0.00) will apply.

5. HOW TO START A RETURN

Please note: Returns must be authorised before being sent back. Items returned without prior authorisation may not be accepted

To request a return, contact us at:

Email: terry@guitars-limited.com

Please include: - Your order number - Your name - The item(s) you wish to return - The reason for return.

Where your return is approved, please return your item(s) to our address below by post using  the pre-paid return label that we will provide you with.

6. EXCHANGES

We do not operate a direct exchange service.

The fastest way to obtain a different item is to: 1. Return the original item in accordance with this policy 2. Once the return is approved and refunded, place a new order for the replacement item

7. REFUNDS

Once your return is received and inspected:

·      We will notify you of approval or rejection

·      Approved refunds will be issued to your original payment method

·      Refunds will be processed within 10 business days of approval

Please note: banks and card providers may take additional time to process and display the refund.

If more than 15 business days have passed since refund approval, please contact us at:

Email: terry@guitars-limited.com

8. NON-RETURNABLE ITEMS (WHERE LEGALLY PERMITTED)

The following items may not be eligible for return where legally permitted: - Custom-made or personalised products - Digital products once accessed or downloaded - Hygiene-sensitive items once opened (e.g. earplugs, mouthpieces) - Items clearly marked as non-returnable at point of sale

9. CONTACT DETAILS

Guitars Limited
Email: terry@guitars-limited.com

Address: Guitars Limited, 25 Wicks Crescent, Formby L37 1PD United Kingdom
Phone: 07810 053573

10. GOVERNING LAW

This Returns & Refunds Policy is governed by the laws of England and Wales, and disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.