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Refund and Returns Policy
Overview
Our refund and returns policy lasts 30 days from the date of purchase or delivery (see below for how this applies to different types of purchases). After 30 days, we cannot offer a full refund or exchange unless your item is faulty.
To be eligible for a return, your item must be:
- Unused
- In the same condition that you received it
- In its original packaging (where applicable)
This policy applies to both new and secondhand items, unless otherwise stated. Please note that all returns are subject to inspection.
Your Right to Cancel (for Online and Phone Orders)
If you placed your order online or over the phone, you have a legal right to cancel under the Consumer Contracts Regulations 2013.
- You may cancel your order within 14 days of receiving (or having the opportunity to collect) the goods.
- To cancel, you must contact us in writing within that 14-day period.
- Once cancelled, you have 14 further days to return the item to us for a refund.
Please note:
- We reserve the right to deduct from your refund any loss in value if the item is returned used, damaged, or without original packaging.
- This cancellation right does not apply to in-store purchases.
Refunds
Once your return is received and inspected, we will email you to notify you of its status. If your return is approved, your refund will be processed back to your original payment method within 7–10 working days.
Late or Missing Refunds
If you haven’t received your refund:
- Re-check your bank or card account.
- Contact your card provider – processing times may vary.
- Contact your bank – refunds can take a few days to appear.
If you’ve done all this and still haven’t received your refund, please contact us at info@guitarexperience.co.uk.
Sale Items
Only regularly priced items may be refunded. Sale items are non-refundable unless faulty.
Exchanges
We only replace items if they are faulty, defective, or damaged upon receipt. If you need an exchange for the same item, email info@guitarexperience.co.uk and send the item to:
Charlie Chandler’s Guitar Experience
21 High Street, Hampton Wick
Surrey, KT1 4DA
United Kingdom
Shipping Returns
To return your product, please post it to:
Charlie Chandler’s Guitar Experience
21 High Street, Hampton Wick
Surrey, KT1 4DA
United Kingdom
You will be responsible for paying your own shipping costs. Shipping costs are non-refundable. If your return is approved, the cost of return shipping may be deducted from your refund.
We recommend using a trackable shipping service or purchasing shipping insurance for high-value items. We cannot guarantee that we will receive your returned item.
Uncollected Items (In-Store or Distance Sales)
If you purchase an item and fail to collect it within 30 days, we reserve the right to:
- Charge a storage fee, or
- Treat the item as abandoned, in which case we may relist it for sale to recover costs
If you have difficulty collecting, please contact us as soon as possible.
Need Help?
Contact us at info@guitarexperience.co.uk with any questions related to refunds, returns, or collections.
Terms & Conditions for CCGX
This page sets out the Terms and Conditions of doing business with Charlie Chandler’s Guitar Experience Ltd.
If you purchase an item from us, it will be from:
Charlie Chandler’s Guitar Experience Ltd (CCGX)
21 High Street, Hampton Wick
Surrey, KT1 4DA
United Kingdom
Telephone: 0208 973 1441
Email: info@guitarexperience.co.uk
