Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Alternatively, you can contact us at enquiries@northwestguitars.co.uk. Please note that returns will need to be sent to the following address: [Returns Department, Northwest Guitars, Unit A Hoyle Street, Warrington, WA5 0LW]
Incorrect/damaged items
If you receive a damaged/defective item, or if any part of your order is incorrect, we’ll send you a free return shipping label and, in most cases, arrange collection, as well as instructions on how and where to send your package.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Unwanted items
We regret that we are unable to provide free return labels for unwanted items or items purchased in error.
Refused Delivery
If the Customer refuses to accept delivery of a product, we reserve the right to charge a restocking fee. The restocking fee will be deducted from the refund amount, if applicable.
Restocking Fee Amounts:
a. For UK Orders: Any refused delivery within the UK will incur a restocking fee of £8.50.
b. For International Orders: Any refused delivery for orders outside the UK will incur a restocking fee of £45.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom-built/bespoke products (such as pre-wired guitar electrics)
1.1. Bespoke Items are built to order and are therefore considered personalised and unique to each Customer's specifications.
1.2. Except in cases of damage or defect, Bespoke Items cannot be returned, refunded, or exchanged.
1.3. If a Bespoke Item is damaged or defective upon receipt, the Customer must notify the Company within 7 days of delivery. Notification should be made by contacting the Company's customer service team.
1.4. In cases of damage or defect, the Company will offer a replacement or repair of the damaged or defective Item. unless otherwise agreed with us, a refund will not be permitted.
1.5. Return shipping costs for damaged or defective Bespoke Items shall be the responsibility of the Northwest Guitars Ltd. The Customer must follow the our instructions regarding the return process.
1.6. No refund will be provided for damaged or defective Bespoke Items unless agreed upon by the Customer and the Company prior to returning the item.
Agreement on Refund
2.1. In exceptional circumstances, and solely at the discretion of the Company, a refund for a Bespoke Item may be considered.
2.2. Any request for a refund must be made by the Customer and approved by the Company prior to returning the item.
2.3. Refunds will be determined on a case-by-case basis and may incur restocking fees, return shipping costs, or other charges, as determined by the Company.
2.4. The Company reserves the right to refuse any refund requests for Bespoke Items.
Unfortunately, we cannot accept returns on sale items (unless they are damaged) or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@northwestguitars.co.uk.
Black Friday Sale Terms & Conditions
-
Sale Duration: The Black Friday Sale runs from 19th November until 23:59 on 27th November 2023. The discounts apply only within this period.
-
Return Policy for Sale Items: Items purchased during the Black Friday Sale are eligible for return. However, please note that we offer store credit for the value of the returned item(s), rather than a cash refund. This condition applies exclusively to items bought during the Black Friday Sale period.
-
Store Credit Details: The store credit issued will be equivalent to the purchase price of the returned item(s). This credit can be used for any future purchases at [Your Store Name].
-
Return Period: Items must be returned within [Specify Number] days of purchase to be eligible for store credit.
-
Condition of Returned Items: All returned items must be in their original condition, with tags attached and in their original packaging. We reserve the right to refuse returns that do not meet these conditions.
-
Exclusions: Certain items may be excluded from the return policy. These will be clearly marked as "Final Sale" or "No Returns" at the time of purchase.
-
Modification of Terms: [Your Store Name] reserves the right to modify these terms and conditions without prior notice. However, any changes will be communicated through our official channels.
