We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Due to the current Covid-19 situation, this returns policy will be increased to 30 days, temporarily.
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 proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, instructions on how and where to send your package will follow. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
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. We must be notified of any item found to be damaged or faulty when received within 7 days of receipt, and this item must be returned to us within 14 days of receipt.
Please contact us at firstname.lastname@example.org and we will send you shipping labels. We will provide a freepost label for use to return faulty items within the UK. For returns coming from outside the UK, we will find a reasonable quote for the cost of shipping the item back to us and reimburse this price. If postage costs more than this price a receipt will have to be put forward as evidence, then we will evaluate the price paid and decide if this cost will be refunded.
Any returns of faulty goods which were received more than 7 days ago are accepted on a case by case basis with return postage payable by the customer.
We accept the return of non-faulty goods for exchange or refund. These items must be returned to us carriage paid in the original packing and in a saleable condition WITHIN 14 DAYS of original receipt. P & P or carriage on exchange/replacement item is chargeable. Please contact us before returning the goods for a returns address and enclose a copy of the original order.
Exceptions / non-returnable items
Courses, Custom Guitars, custom orders of Kit Guitar Bodies and Necks are subject to a 50% non-refundable deposit. Any problems or faults with such on order will be dealt with on a case by case basis.
Any course Deposits taken during promotions at show are held as a 10% non-refundable admin fee, and any balance needs to be paid upon confirmation of booking date.
We do not accept returns for the Spirit Based Stunning Stains, Guitar Finishing Oils and Lacquers, or any hazardous, flammable products. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellation of orders
You will be able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account, if monies have already been taken (this explicitly does not apply to Courses or Custom Guitar orders where a cancellation means the loss of the deposit, or of full monies paid to date if work has commenced on the guitar in any way).
You can cancel an order by following the links on the Crimson Guitars website, or by phoning us on +44(0)1300 348863. We will refund goods bought through the website, (explicitly not Custom or Master Built Guitars) if they are returned within 14 days of receipt in the original packaging and in the original saleable condition.
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. Please remember it can take some time for your bank or credit card company to process and post the refund too.
This returns policy does not affect your legal rights.