Returns

The Legal Stuff

Our returns and refunds policy is in accordance with the EU Distance Selling Directive which came into force in October 2000. This is now part of UK law under the Consumer Protection (Distance Selling) Regulations 2000. This law applies to all transactions within the UK where a consumer does not meet the vendor. Contracts between businesses are not governed by these regulations.

Your rights as a consumer

In accordance with the law, you have a 7 day 'cooling off' period in which you have the right to cancel your purchase and receive a full refund. You don't have to give a reason for cancelling your purchase. Should you choose to cancel, we will refund your payment in full within 30 days of your cancellation.

• Returns and refunds inside the 7 day 'cooling off' period

  Returning the cancelled item

  If you wish to cancel your purchase within the 7 days 'cooling off' period, please email us at: cancellations@guitarheaven.biz or write to us:

Cancellations
Guitar Heaven Ltd
42 St Mary's Street
Wallingford
Oxfordshire
OX10 0EU

You should tell us your full name and address and, if you bought the item from our website you will need to include your WorldPay transaction ID code.

Refund for the cancelled item

Should you cancel your purchase within this 7 day 'cooling off' period, we will refund your payment in full. If you paid by credit or debit card from this website, your refund will be made directly to your credit or debit card within 30 days of your cancellation. If you paid by any other means, your refund will be made by cheque which will be posted to you within 30 days of your cancellation. There will be no charges for cancellation within this 7 day cooling off period.

• Returns and refunds outside the 7 day cooling off period

  NB We can only make refunds outside the cooling off period for unwanted items where they are returned unused, unopened and in a re-saleable condition.

  Returning the unwanted item

  You must return the item and it's purchase receipt (along with your name and address) to us within 14 days of receiving it. You should post them, unopened and undamaged, to the address above or on our Find Us page. We cannot accept liability for goods lost or damaged during transit. Do wrap the product carefully to avoid damage. It's wise to to return the item by recorded delivery, registered post, or by courier. Unfortunately we can't accept proof of postage as proof of delivery.

  Refund for the unwanted item

  Providing that the unwanted item is received by us in unused, unopened and resaleable condition within 14 days of delivery to you, we will refund payment. Orders placed by credit or debit card from this website will be refunded directly to your credit or debit card. Orders placed by other means will be refunded by cheque. These refunds will be made within 30 days of return of goods. If you need to return an order because of an error on our behalf or because of a defect, we will be happy to refund your postage charge, and your return postage costs. Otherwise you will be responsible for these charges and the cost of delivery.

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