We have a 14-day return policy, which means you have 14 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 proof of purchase.
To start a return, you can contact us at shop@crimsonguitars.com. If your return is accepted, instructions on how and where to send your package will follow. Items returned to us without first requesting a return will not be accepted.
You can always contact us for any return questions at shop@crimsonguitars.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or 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 shop@crimsonguitars.com 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 the postage costs more than this quoted 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 are not received within the 7-day time frame will be judged on a case-by-case basis with return postage payable by the customer.
Undamaged returns
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. The refund will be the full value of the item minus the original shipping cost charged. P & P or carriage is chargeable if an item is to be exchanged or replaced. Please get in touch with us before returning the goods for a returns address and enclose a copy of the original order.
Exceptions / non-returnable items
Courses, Custom Guitars, and custom orders of Timber or Kit Guitar Bodies and Necks are subject to a 50% non-refundable deposit. Any problems or faults will be dealt with on a case-by-case basis.
Any Course Deposits including those taken during promotions at shows are held as a 10% non-refundable admin fee, and any balance is to be paid upon confirmation of the booking date.
We do not accept returns for Timber unless faulty or 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 item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellation of orders
You will 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 at +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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. 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.
