Terms and Conditions

PAYMENT

Payment must be made in full at the time of confirming your order. Payment can be made by PayPal or direct bank transfer to the details provided on your invoice.

RETURNS & REFUNDS

We operate a strict no returns / refunds policy on our instruments that are produced 'to order', however, we will always endeavour to assist you should you encounter any problem with any of our instruments, and we include a 30-day warranty for manufacturing faults. If damage or a technical fault is suspected with any instrument upon receipt, in such circumstances the instrument must be returned to us for authorised inspection to validate the damage or fault, and once validated, this will be corrected for you free of charge and your original return postage cost will be refunded. Buyer will be responsible for postage both ways if claims are invalid.

Please Note: taking any of our instruments to another guitar shop, Luthier, specialist, technician etc. or attempting to investigate or make repairs yourself prior to sending the guitar back to us will void our free repair / maintenance service and we will not be able to assist you further with regards to your claims. 
We will always attempt to repair or rectify an issue before offering a refund, due to the fact our instruments are produced specifically to order - in more extreme circumstances we will offer the option of a replacement instrument produced to the same specifications as your original purchase and in such circumstances, the original instrument must be returned to us.
In the case that a product return and full refund is agreed and processed, said product must be returned in the original packaging (including all certificates, paperwork and equipment in the original condition as sent and received) within 7 working days of that agreement, and the instrument itself must be returned in the original condition - as it was sent and received.  Instruments are then fully inspected and assessed on return by our team. If any damage or other issues are discovered other than those that were reported or discussed at the time of receipt, then we cannot accept your return and the instrument will be processed for immediate shipping back to you.  If this situation arises, we may, at our discretion, offer you a partial refund in acknowledgement of the instrument not being returned in the condition required. In these circumstances an assessment will be made of the damage / issues present upon return and their impact upon the retail value of said instrument. This amount will be deducted from your full refund - partial refund offers are non-negotiable and final.

Your instrument has been constructed using the finest materials and has been hand adjusted to the closest tolerances and set-up for the best possible playability. If, however, you find that the string action is uncomfortably high or low after initial tuning in standard (E,A,D,G,B,E) – please do not be alarmed. Since climatic conditions in your local area may differ greatly from those under which the aforementioned set-up and adjustments were made, it may be necessary to make minor adjustments to the truss rod or to bridge height settings, which will return the instrument to the optimum playing condition. Your guitar may need a personalised set-up to your own individual requirements based on your personal preference - if you require for example, a very low action or a high action for ‘slide’ techniques etc. Please note: You should only undertake any of the required adjustments to your instrument yourself if you feel competent enough to carry them out safely – some of the adjustments in question, if carried out incorrectly, can potentially permanently damage the instrument and its playability or response. With all of our instruments we supply the customer with a comprehensive owner’s manual to help guide you through and understand the set-up process of our instruments. However, if you are unsure about following these procedures yourself, please consult your local guitar technician for further advice.

Regarding our IN-STOCK instruments, refunds and returns are accepted for faulty items as long as we have received notification within 14 days of receipt, in accordance with Consumer Rights Act 2015.

Every single instrument we produce is crafted and finished by hand, and so every single one is unique. The images supplied within this website should be taken as ‘examples of finished work’ and not an image of the exact instrument that you will receive. We reserve the right to alter the equipment and / or hardware of any model at any time, subject to suppliers and availability.

SHIPPING, IMPORT AND DELIVERY

Please note that for UK customers VAT will be levied by us on all products. Shipping costs will be calculated within accordance of the delivery destination and shipping method. This will be provided to you as part of the final quote for your order.

International buyers are responsible for any and all shipping and import / customs surcharges incurred and applicable with their purchase, we are required by law to declare the value of each instrument shipped so please do not ask us to quote differently - responsibility for being aware of these charges rests with the buyer so if you have any concerns at all then please contact us for more information.

All of our products are well packaged for transport to ensure that they are received in perfect condition.

CITIES PROTECTED MATERIALS AND CERTIFICATION

If the instrument you have ordered features any materials that are listed under Cities appendix II, we will ensure your instrument is provided with the relevant paperwork and certification. It will not be possible for us to supply you with any secondary copies of this documentation, as such the buyer of the instrument will be responsible for the safe keeping of the relevant documentation upon receipt. Without the relevant documentation, the presence of these materials could potentially lead to future complications - if for example, you were to ship the instrument internationally. In the case that there were to be any complications, we will not be held responsible as the documentation provided by us and our suppliers for our customers, is of the customers responsibility upon receipt of the instrument.

CANCELLATION POLICY

As soon as your payment is received and your order has been confirmed, our team get working immediately - ordering in parts, materials and components to begin the production process for you as soon as possible, or to begin quality control, service and set-up procedures for 'in stock' items.  Cancellations requested within the first 5 working days after making payment and confirmation of your order will be subject to a 25% 'cancellation & restocking fee'.  If for any reason you decide to cancel your order after the 5 working day period outlined, you will be subject to a 50% cancellation fee effective immediately from that period on.  Materials and components are specifically purchased for your guitar meaning we cannot return them to our suppliers and reclaim the cost spent to stock them for your project, as such, please only complete your purchase if you fully intend to proceed. Our cancellation policy covers all purchases made with us in respect to CUSTOM ORDERS, any refund issued as part of an agreed cancellation will be made 'minus' the aforementioned cancellation fee percentage. For IN-STOCK items, we may agree to waive the cancellation fee as long as we are notified within 14 days of receipt.

RETRO-ACTIVE CANCELLATION POLICY

If when you receive your instrument, you are in any way unhappy with your purchase for any reason 'other' than technical or manufacturing issues - discussed above, we will, of course, work with you to find a resolution, however, 'personal interpretation of artistic works' or production methods and 'buyer change of mind' are not accepted reasons for return & refund (in effect, a 'retro-active' cancellation of your order).  If we agree to accept a return on the basis of buyer change of mind it will be subject to the same 50% cancellation fee as discussed above without exception - which is why we will always work with you to resolve any issues and only look at returns as a last resort.  Buyer is responsible for any and all return shipping costs.

CUSTOMS & DELIVERY RESPONSIBLITIES

From January 1st 2021, European customers are now responsible for any / all applicable Import Charges & Custom Duties associated with their purchase, as has always been the case with our Worldwide customer-base.  It is the responsibility of all International customers to research the applicable duties and costs that may be associated with your purchase prior to placing your order as the recipient is solely responsible for these and we accept no liability for unpaid duties / fees that may result in the loss, return or destruction of parcels by Customs Authorities in your designated area.  If your guitar is returned as a result of failure to comply with Customs Authorities the customer will be fully responsible for any / all associated costs we incur as a result and you will forfeit the order in its entirety unless these are paid.  It is the responsibility of customers to facilitate delivery by being available, communicating clearly and maintaining consistent checks on tracking during the shipping process and failure to do so may well result in your order being 'incomplete' and no refunds will be issued under those circumstances.

When you make a purchase either directly or via a retail store you are automatically agreeing to the above terms and conditions, so please make yourself aware of these before committing to purchase.