Returns & Refunds

Buying a guitar or piece of gear online is a big decision, and we want you to feel completely confident ordering from guitar.co.uk.

We work hard to describe every product accurately, inspect instruments carefully before dispatch, and give honest advice whenever you need it. If something still isn't quite right, we'll always do our best to make the returns process straightforward and fair.

At the same time, we ask that instruments and equipment are treated with the same care and respect they would receive in our shop. This allows us to continue offering high-quality instruments, expert setup advice, and the level of service we're known for.

Starting a Return

Please contact us before sending anything back.

• Email: [email protected]
• Phone: 0141 552 6290
• Order number: required

We'll guide you through the next steps and advise on the safest way to return the item. We aim to respond to all returns enquiries promptly during business hours.

Online Orders: 14-Day Returns

If you've placed an order online, you have 14 days from the day you physically receive the goods to let us know that you'd like to return them, in line with the Consumer Contracts Regulations.

Once you've notified us, you then have a further 14 days to return the item to us.

Trying an Instrument or Product at Home

We understand that buying an instrument or piece of equipment online is different from buying in person.

You're welcome to inspect and briefly try the item at home, just as you would in a shop. This includes checking the finish, build quality, and basic functionality, and in the case of an instrument, playing it lightly to assess its feel and sound.

Condition of Returned Items

To be eligible for a full refund, items must be returned in resaleable condition, with no signs of use beyond what would be reasonable when inspecting an item in-store.

Returned items must not show signs of:

• Extended playing or gig use
• Scratches, dents, buckle rash or pick wear
• Damage caused by poor handling or inadequate repackaging
• Modifications, repairs or alterations not present when supplied
• Removal of protective films, labels or tags where applicable
• Products that have been registered with the manufacturer where registration affects resaleability or bundled services
• User data, accounts or saved settings still present on applicable devices

If an item shows excessive handling or is returned in a condition that prevents it being sold as new, we may make a deduction from the refund to reflect any loss in value. This helps ensure returned instruments can still be sold as new to the next customer.

Packaging & Accessories

All returns must include the original product packaging, accessories, case or gig bag if supplied, and any manuals, tags or labels originally supplied.

Instruments must also be returned in the original shipping outer carton, as this is essential to help ensure they arrive back safely.

Original packaging should be returned in good, resaleable condition. Please do not write directly on product packaging or apply excessive tape. Missing or damaged packaging may result in a deduction from the refund to reflect any loss in value.

Return Shipping

Return shipping is the responsibility of the customer unless the item is faulty, damaged in transit, or incorrect.

You may use any courier or service of your choice, but we strongly recommend using a fully insured and trackable service, as you remain responsible for the item until it is safely received and signed for by our team.

If you're unsure how best to return an item, we're always happy to offer advice.

Exchanges

If something isn’t quite right, an exchange is often the quickest way to get you sorted.

Where an item is eligible for return and meets our returns criteria, we’re happy to help you choose an alternative. If the replacement item is more expensive, you’ll simply pay the difference. If it’s less expensive, we’ll refund the difference to your original payment method.

Please contact us before sending anything back so we can check availability, reserve the replacement where possible, and guide you through the next steps.

Faulty, Incorrect or Damaged Items

If your item arrives faulty, incorrect, or damaged in transit, please contact us as soon as possible so we can resolve the issue quickly.

Checking Your Delivery

We ask that all items are checked on delivery, and that any transit damage or delivery issues are reported within 48 hours of receipt.

Please include:

• Your order number
• A description of the issue
• Clear photos or videos showing the problem and the packaging

This allows us to investigate promptly and, where necessary, raise a claim with the courier.

Faulty Items

Under the Consumer Rights Act 2015, you may have a short-term right to reject goods that are faulty, not as described, or unfit for purpose within 30 days of delivery.

If an item develops a fault:

• Within 30 days of delivery, you may be entitled to a repair, replacement, or refund, depending on the circumstances and the nature of the fault.
• After 30 days, items are typically dealt with under the manufacturer's warranty or repair process.

Where an item needs to be returned for inspection or assessment, we'll advise you on the next steps and arrange return shipping where appropriate.

Items Found to Be Non-Faulty

If an item returned as faulty is found to be fully functional and not faulty, it may be returned to you. If we have arranged a courier collection on your behalf for a large item that is subsequently found to be non-faulty, a £25 collection charge will be applied to cover the logistics costs. You would also be responsible for any return shipping costs to have the item sent back to you.

Smart & Connected Products

If you are returning a smart or connected product, please ensure that any personal accounts have been removed, the device has been disconnected from your network, and any personal data has been deleted before return.

Where possible, the product should also be restored to factory settings.

Custom Setup & Modifications

We're happy to carry out setup work or minor adjustments at your request prior to dispatch, such as changing string gauge or adjusting action, relief or intonation to your preferences.

Where reversible setup work has been carried out, the instrument remains eligible for return, provided it otherwise meets our returns criteria.

However, if the instrument is returned, the cost of restoring it to its original supplied condition, including a new set of strings and setup labour where required, will be deducted from the refund.

Where an instrument is modified in a way that cannot be easily reversed, such as drilling, soldering, nut filing, or permanent hardware or electronics changes, it is considered a bespoke/customised item and is exempt from the 14-day cooling-off period, unless faulty or not as described.

We'll always advise you in advance if requested work would affect the item's eligibility for return.

In-Store Purchases

Items purchased in-store are not eligible for return simply because you have changed your mind, as you have had the opportunity to inspect and try the item before purchase.

This does not affect your statutory rights in relation to faulty or misdescribed goods.

Exchanges may be offered at our discretion: please contact us if you'd like to discuss your situation.

Special Orders & Exclusions

The following items are non-returnable unless faulty or not as described:

• Special-order or custom-ordered items
• Bespoke or permanently modified items
• Hygiene-related products once used, such as in-ear products, earplugs, microphones, headphones or earphones where the hygienic seal has been broken
• Software, CDs, DVDs or other sealed media once unsealed

This does not affect your statutory rights.

Refunds

Refunds are issued to the original payment method.

Once returned items have been received and inspected, refunds are usually processed within 1 to 2 working days. Your payment provider may take additional time to show the funds in your account.