Refund policy

Refund and Returns Policy

We want you to be happy with what you have bought from us. This policy explains when you can cancel or return an order, how to do it, and when it does not apply. Nothing here affects your statutory rights.

Your right to cancel

If you are a consumer buying online, you have the right to cancel your order within 14 days of the day you (or someone you nominate) receive the goods, without giving a reason. This is your statutory right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Customers in the EU have an equivalent 14-day right under the Consumer Rights Directive as implemented in their own country.

To cancel, tell us in writing before the 14 days are up - email sales@mansonguitarworks.com with your order number. A clear statement that you are cancelling is enough; you do not need to use a particular form of words.

Once you have told us, you have a further 14 days to send the goods back.

Items this does not cover

The right to cancel does not apply to goods made to your specification or clearly personalised. This includes custom builds, bespoke finishes, personalised inlays or engraving, and any instrument modified to your order. If your order falls into this category we will make that clear before you buy. Your rights in respect of faulty or misdescribed goods are unaffected.

Condition of returned goods

Goods must be returned complete, in their original packaging, with all cases, certificates, tools, paperwork and accessories supplied. You may handle an instrument as you reasonably would in a shop - but if its value is reduced by handling beyond that, we may deduct the reduction from your refund. Please do not fit strap buttons, change hardware, adjust the truss rod or otherwise modify an instrument you intend to return.

Return postage

Where you are cancelling under the 14-day right, you pay the cost of returning the goods and are responsible for them until they reach us. We strongly recommend a fully tracked and insured service - an instrument is a high-value parcel. Please write your order number clearly on the outside of the package.

Where goods are faulty, damaged in transit, or not as described, we pay - we will arrange collection or reimburse reasonable return postage.

Your refund

We will refund the price you paid plus the standard outbound delivery charge, within 14 days of receiving the goods back (or of you giving us proof of postage, whichever is sooner). Refunds go to the original payment method.

If you chose a more expensive delivery option than our cheapest standard service, we refund the cost of the standard service, not the upgrade. Where only part of an order is returned, outbound delivery is not refunded.

Faulty or damaged goods

Please inspect your order on arrival. If anything has been damaged in transit, contact sales@mansonguitarworks.com with photographs within 48 hours of receipt and keep all packaging - we need both to make a claim against the carrier. Telling us promptly helps us resolve it quickly, but it does not limit your statutory rights in respect of faulty goods.

If goods are faulty, we will repair, replace or refund in line with the Consumer Rights Act 2015. Where a repair is the sensible answer, we may arrange it ourselves or through an approved third party. We take this seriously and will always try to put things right.

Orders we cannot fulfill

Where an item turns out to be unavailable after you have ordered, we will contact you and you may wait, accept an agreed alternative, or cancel for a full refund within 30 days.

Returns from outside the United Kingdom

If you are returning goods from outside the UK, please mark the parcel clearly as "Returned goods - UK origin" with the original order number, so it is not treated as a new import.

Import VAT and duty you paid to your own customs authority are not charged by us and we cannot refund them. Most countries let you reclaim them directly when goods are returned or rejected - contact your national customs authority, and we will supply any paperwork you need. See our Shipping Policy for how import charges work.

How to start a return

  1. Email sales@mansonguitarworks.com with your order number and what you would like to do.
  2. We will confirm the return address and give you a reference.
  3. Pack the goods securely in their original packaging and write the order number on the outside.
  4. Send them tracked and insured, and let us know the tracking number.

Contact

Manson Guitar Works Ltd, Unit C2, Linhay Business Park, Ashburton, Devon, TQ13 7UP, United Kingdom
Telephone +44 (0)1364 653751 · sales@mansonguitarworks.com
Registered in England & Wales, company number 08393645. VAT number GB 109203842.