Returns Policy
We want our customers to be completely satisfied with their order, therefore, if you have any queries about your order please contact us either by email or phone.
CANCELLING / AMENDING AN ORDER
If you wish to cancel or amend your order please email us at ben@vansonguitars.com immediately.
Please note that once you have received a dispatch email, we will not be able to cancel or amend your order.
RETURNS
Our Returns Policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. Please return the item(s) enclosing all original paperwork, along with a note stating the reason for your return to:
Vanson Guitars
18b The SquareRetford
DN22 6DQ
United Kingdom
You will be responsible for paying the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty in which case we will refund standard Royal Mail postage costs (Tracked 48). Standard costs exclude any Special or Recorded delivery options.
We always recommend sending your return using a tracked, insured service to ensure it reaches us safely. Vanson Guitars cannot accept responsibility for items returned to us without proof of postage.
PROCESSING YOUR REFUND
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your return is approved, then your refund will be processed, and a credit will automatically be applied to the credit or debit card of the person who originally placed and paid for the order.
Refunds can only be made by the method originally used to pay for the goods.
Refunds should appear on the customer's bank statement within 3-5 working days, however please note that refund times are dictated by the card issuers and are outside our control.
Delivery costs are only refunded for faulty goods. If you return any items damaged, the cost of these will be deducted from your refund amount.
RETURNING FAULTY ITEMS
In the unlikely event that you may have received a faulty item please send a clear image of the item with an explanation of the fault, plus proof of purchase, to ben@vansonguitars.com for review within 30 days of purchase. Once we have confirmed the item is faulty a new item will be sent to you free of charge or we can process a full refund if requested.
We reserve the right to assess any goods before agreeing to take any action and may require you to return the item to us, in this instance we will send you a free of charge returns label.
Faulty items will only be accepted if the goods are delivered to a customer damaged or if there is a subsequent manufacturing fault within a period of 12 months after delivery. This policy is invalidated if the goods have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser. Any items displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty. Your statutory rights are not affected.
Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.
DAMAGED GOODS
We apologise if you’ve received damaged mail. We do all we can to protect our products against damage during the shipping process but should your purchase have any damage or defects upon delivery please contact us.
Damage claims will only be accepted if we are notified by telephone on 01777 948181 or email ben@vansonguitars.com within 72 hours of delivery. The damaged products and their packaging must be kept for inspection as photographic evidence may be requested.
PACKING ERRORS
Firstly, we apologise for the inconvenience, we take great care to ensure our customers receive what they have ordered, however occasionally mistakes do occur. If you have any issues please contact us via email at ben@vansonguitars.com or via telephone 01777 948181 and we will resolve any issues as quickly as possible for you.