Terms

The following terms and conditions apply to all online transactions. By using this website you agree to the terms as set out on this page.

Our terms and conditions for in store purchases are different, and are on display on the shop counter next to the till.


1.PRICES AND PAYMENT

1.1 All prices are shown in UK pounds sterling and are inclusive of 20% VAT, and do not include delivery charges. These will be calculated and shown at the checkout depending on your order and location and added to the total.

1.2 Any orders received from outside the EU will have the VAT refunded once the order has been accepted and confirmed. Please note, this is because you will be liable to pay import duty and tax in your country on arrival. Please check with your country’s customs office for further details.

1.3 The following methods of payment are accepted online: VISA, VISA Debit, Mastercard, Maestro, American Express, and Finance.

1.4 All credit and debit card data is encrypted and handled securely. We only have access to the last 4 digits of your card number for referencing purposes.

1.5 3D secure checks will be performed on all online card payments. Further fraud risk screening may be carried out.

1.6 We also accept bank transfers in GBP. Please contact us at [email protected] for more info.

1.7 Payment must be made in full before we release any goods.

1.8 As a security precaution we are unable to take any payment £500+ over the phone, so all qualifying orders will need to be processed through the website.

1.9 We reserve the right to change any advertised prices at any time.


2.PURCHASE OF GOODS

2.1 All orders made through our website are subject to acceptance by us. In the circumstance we refuse your order we will contact you to advise you. We cannot be held liable to any party.

2.2 After submitting an order to us we will send you an order acknowledgement email with your order number and details of the goods that you have ordered. Please note this email is an automated acknowledgement and is not an acceptance of your order.

2.3 If we do not accept an order, a full refund will be processed. The following are examples of why we may refuse to accept an order:
2.3.1 We cannot obtain a successful authorisation from the bank
2.3.2 We suspect fraudulent or unlawful activity
2.3.3 If goods are no longer available

2.4 It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

2.5 We will require a contact number and email address for all orders and these may be used to discuss your order further if we need to speak to you (for example, to arrange delivery). If your purchase is a secret (either a present or you simply don’t want your partner to know) please specify this when placing the order with us.

2.6 Payment will be taken as soon as an order has been accepted and processed.


3.DELIVERY

3.1 We use UPS for all domestic and international deliveries. Third party courier collections are not permitted.

3.2 All orders received by 1pm (Monday – Friday) will be dispatched that same day for next working day delivery (UK mainland only). Occassionally orders placed after 1pm may still be dispatched that same day if the warehouse/guitar tech are able to process the order in time, but the guaranteed cut-off is 1pm.

3.3 Certain UK post codes come under the UPS extended area zones and are a minimum of a 2 day service, click here to find out more.

3.4 Delivery charges will be calculated at the checkout depending on the goods purchased and your location. We will occassionally offer special offers on delivery prices (e.g. free UK delivery). If available on your purchase these will be shown at the checkout.

3.5 All deliveries are fully insured and can be tracked through the UPS website. You will receive a dispatch confirmation email once UPS have collected from us with full tracking information.

3.6 Whilst we have taken great care in selecting the most reliable courier for our packages, once the package has been collected by UPS we cannot be held responsible for delays in deliveries.

3.7 Guitar Village must be notified of any damage to the goods within 24 hours of receiving your order.

3.8 All orders must be delivered to the customer’s billing address. No exceptions will be made.

3.9 If you happen be out when UPS come to deliver your parcel they will leave a card with instructions on how to either re-arrange the delivery for another day or to an alternative address the following day. You will also have the option of collecting from your local UPS depot.

3.10 Some guitars that feature a separate non fixed bridge will have a thin piece of foam under the bridge to prevent damage to the body or bridge during shipping. This can be easily pulled out and removed once the strings have been loosened. Please note the bridge position will affect the intonation of the guitar so should not be moved back and forth, only lifted to remove the foam. To find out more information on this please feel free to give us a call and our tech will be happy to guide you through the process.

3.11 We aim to keep all original shipping boxes where possible but occasionally we will recycle another branded box if we deem it to be safer and more suitable for transporting that particular item.


4.CANCELLATION & RETURNS

4.1 In accordance with the Distance Selling Regulations, Guitar Village offers a 14 day returns policy for mailorders only. This does not apply to purchases made in the shop, please see our terms and conditions at the counter for more information.

4.2 Goods may be returned to Guitar Village up to 14 days after date of receiving the goods for a refund or exchange provided that:
4.2.1 The goods are returned in the same condition they were sold, including all original packaging materials.
4.2.2 The goods are a normal stock item and have not been specially ordered at the customer’s request.
4.2.3 A valid receipt or proof of purchase is produced.
4.2.4 Goods were purchased outright via mailorder and therefore the customer was unable to try/see the product before committing to a purchase.

4.3 If a product is returned not in the condition it was sent out in, Guitar Village reserve the right to refund the current resale value.

4.4 Delivery and collection charges are non refundable.

4.5 If you wish to cancel this contract within the cancellation period, you should write/email us within 14 days of receiving your goods stating if you will be arranging the return delivery yourself at your responsibility, or alternatively we can arrange a UPS collection at a cost, which will be deducted from the refund amount. Contact us to find out collection charges.

4.6 If you would like to return any product and your return meets these terms and conditions please contact Guitar Village to obtain a returns authorisation number and fill in the enclosed form and include with the returned item. Please note we cannot accept any returns without a returns authorisation number.

4.7 Once the goods are returned to us and have been inspected we will pass your details over to our accounts department to process the refund. Refunds are usually processed within 1-2 days of receiving the goods back at Guitar Village, but can take upto 30 days. Depending on your bank it will usually take 2-4 working days for the funds to appear back in your account once we have processed the refund.


5.FAULTY GOODS

5.1 Faulty goods can be returned to Guitar Village within 30 days of purchase for a full refund. Any faulty goods returned after this 30 day period will be repaired or replaced under warranty.

5.2 For the duration of the warranty any faults due to manufacturer defect will be repaired at no charge to the customer.

5.3 Faults due to misuse are not covered by any warranty

5.4 Guitar Village will not pay for any faulty item to be independently repaired without our knowledge. All faults should be reported to Guitar Village only in order for the issues to be rectified free of charge.


6.WARRANTIES

6.1 New items come with a minimum 12 month warranty against manufacturer defect.

6.2 Some manufacturers offer extended warranties which will be enclosed with the product and will have to be activated by you, the customer.

6.3 Perishable items, such as valves carry a 90-day warranty.

6.4 Products finished using nitro-cellulose lacquer are prone to lacquer checking/cracking and are therefore not covered under warranty. Manufacturers use nitro lacquer to give the best sound due to the “thin skin” which allows the guitar to breath, resonate, and aid in the natural aging process (which in turn gives a much more desireable sound), but the downside to using such a fragile “nitro” lacquer to give you the best results is it is prone to crack. The speed of checking occurring will depend on how the guitar is stored and things like humidity, temperature, and environmental changes will impact this. One guitar could remain un-checked for 50 years, whilst another could check within days. For more information, read Gibson’s warranty policy regarding checking here.

6.5 Second hand items come with a 3 month warranty against manufacturer defect.

6.6 When an ex-demonstration/new old stock (‘ex-demo’) model is sold it may not necessarily be in perfect condition and could have had minor repairs, marks, scratches and/or other defects. Customers should check the goods are of a satisfactory condition for their particular use and requirement before purchasing.

6.7 Ex Demo products come with the full 12 month warranty.


7.STOCK LEVELS

7.1 All stock levels on the Guitar Village website are updated in real time. As soon as a product is sold online or in the shop it is updated instantly. If any product is listed as being In Stock, then it is available to purchase for immediate dispatch.

7.2 In the extremely rare occurrence that 2 customers both purchase the same product at the same time and we only have 1 in stock we will contact the 2nd customer and either cancel the order or order another product in to fulfill the order.


8.WEBSITE PHOTOGRAPHY

8.1 One of the many things that separates us from the majority of other shops is we photograph each individual guitar in stock for the website. We have our own photo booth where all guitars are photographed when they are unboxed and checked over in quality control.

8.2 Any guitar with a figured finish or unique colour will have its own individual image. If we sell one of these guitars and have more than 1 in stock the listing will display ‘Actual Image Arriving Soon’ until the new image is uploaded.

8.3 Any guitar priced under £900 with an opaque/block finish, or lightly figured woods (non heavily figured) may have an example image of the guitar, although still photographed by ourselves.


9.PRE-OWNED ITEM CONDITION RATINGS

9.1 We use a simple method of rating the overall condition of pre owned items as we can not describe every individual scratch or ding on every second hand guitar. If the product is used, the product name will say ‘Pre Owned’ then the year of production (if known), followed by a short key/code which will describe the condition of that product.

Code Equivalent rating Condition Description
Mint 10/10 Like new Super clean and free of any marks
EC+ 9/10 Excellent condition ‘Plus’ Some very minor signs of use
EC 8/10 Excellent condition Minor signs of use, possibly gigged but well looked after
EC- 7/10 Excellent condition ‘Minus’ Moderate signs of use, probably well gigged but still looked after
VG+ 6/10 Very good ‘Plus’ Moderate to heavy use, usually vintage/older guitars
VG 5/10 Very good Moderate to heavy signs of use, usually vintage guitars
VG- 4/10 Very good ‘Minus’ Heavy signs of use, usually vintage guitars

9.2 Vintage or older guitars will usually be given one of the 3 ‘VG’ condition ratings but for very well maintained older guitars they may be given one of the higher ‘EC’ ratings but this will have the age taken into consideration and not compare to a newer/recent EC rated guitar.


10.SPECIAL OFFERS

10.1 Guitar Village periodically offer special deals on selected products, online and in the shop. All of these items are brand new A1 stock but we occasionally buy in large quantities from our suppliers to get the best possible deals and we pass these savings onto you, the customer.

10.2 Special offers include discounted ‘mega deals’, extended term finance deals and bundle ‘freebie’ packages.

10.3 In any circumstance where a promotional offer is available on a related item (for example “buy an amp head and get a cab for xx% off”) you will need to purchase both items at the full price and the discount will be applied to the related item by an automatic refund once we receive an order confirmation.

10.4 All special offers are subject to change and are strictly whilst stocks last.


11.DEPOSITS

11.1 We can take deposits to hold goods for a maximum of 14 days. Please call us on 01252 726821 or email us to find out more/leave a deposit.

11.2 The minimum deposit required is 10% but we may ask for more depending on the price, availability and various other circumstances.

11.3 If items are specially ordered at a customer’s request (for example, a personalized one off custom shop guitar) we will require a 50% deposit before placing the order.

11.4 All deposits are non-refundable.


12.FINANCE

12.1 To help make your purchase as easy as possible, Guitar Village are a licensed credit broker and offer a range of flexible finance options through our retail finance partners V12, Pay4Later & Take it Away.

12.2 The minimum loan amount is £350. The means after the deposit the balance must be £350 or more.

12.3 Terms are available from 6 to 36 months, with interest rates ranging from 0% to 19.5% APR representative depending on the item. To find out more information please view our finance page.

12.4 Available finance options will be calculated at the checkout and show the monthly re-payments for each option.

12.5 A 10% minimum deposit is required upon acceptance and is the default deposit for all website orders. You can leave up to 50% to keep the monthly re-payments down if you wish (please contact us to find out how to leave a larger finance deposit).

12.6 You have the right to cancel the finance agreement within 14 days of the signature date, and return the goods under the distance selling regulations. Should you wish to exercise your right to cancel your finance agreement but keep the products we will require payment in full for the goods.

12.7 Applicants must:
12.7.1 Be over 18 years of age*
12.7.2 Be a UK resident with at least 3 years continual address history,
12.7.3 Be in full time employment* unless retired or a house person with a spouse in full time employment,
12.7.4 Have a UK bank account capable of accepting Direct Debits.
12.7.5 Accept the goods must be delivered to your home address (this is non negotiable)

(*some age and employment exceptions can be made for Take it Away loans)


13.WEBSITE USAGE

13.1 From time to time we may include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse these websites and we have no responsibility for the content of the linked websites.

13.2 We use our own dedicated server to ensure the Guitar Village website is available 24/7, but we will not be liable if our website is unavailable at any time due to maintenance, system failure or any other conditions outside our control.


14.THE TRADE

14.1 All items marked as ‘New’ have been purchased by Guitar Village directly from the official manufacturer or their official distribution channels. Guitar Village will never buy new goods from third party suppliers.

14.2 if you would like Guitar Village to become a dealer for your products please email us at [email protected] for more information. Any unsolicited visitors trying to sell their goods at wholesale will be refused.

14.3 Guitar Village occassionally purchase pre owned guitars from customers on either a full purchase or part exchange basis. If you would like to enquire about trading in your guitar to us please view our Sell Your Guitar page.


15.BLOG TERMS OF USE

15.1 Guitar Village unreservedly declare the right to remove or delete any comments that may cause any form of offence or discrimination or are in any way libelous without prior notification or reason being given to the poster.

15.2 Guitar Village also reserve the right to block any user and disable their account if Guitar Village believe that the account is not being used in accordance to the terms and conditions of use.

15.3 Users may report inappropriate use of this service by emailing Guitar Village at [email protected]


16.PRIVACY POLICY

16.1 Cookies are used to keep track of the contents of shopping carts.

16.2 Data collected by this site is only used for:
16.2.1 Taking and fulfilling customer orders, including automatic delivery tracking purposes,
16.2.2 Administering and enhancing the site and service, including collecting customer reviews through our feedback partner Trustpilot,
16.2.3 Providing delivery information to UPS for delivery purposes only,
16.2.4 Newsletter distribution through our mailing list partner Campaign Monitor for participating customers who would like to receive our exclusive newsletters.

16.3 Guitar Village, UPS, Trustpilot and Campaign Monitor will never under any circumstance disclose customer’s information to any other third parties.


17.COMPANY INFORMATION

Our Registered Address:
Guitar Village
80-82 West Street
Farnham
Surrey
GU9 7EN
United Kingdom

Tel:
01252 726821

Email:
[email protected]

VAT Number:
GB 492 7309 22

Company Number:
04189051

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