We are happy to offer our UK customers peace of mind when placing an order by providing a Free Returns service. Now you can order in confidence safe in the knowledge that, should you receive a damaged or incorrect item, you don't have to worry about the cost of returning the goods.
This returns service means you can drop your parcel off at any Post office in the UK. When you drop your parcel off you will receive a receipt with tracking details for your parcel so you know where it is and when we receive it.
On this page you will find all the information you need regarding returning your goods. Please read through carefully and if you have any queries please don’t hesitate to contact us on 01925 407056 or email us at firstname.lastname@example.org and we will be happy to assist.
Weight/size restrictions mean larger items cannot use this particular free returns servie. Typically these will be products guitar bodies or aerosols . In this instance we will arrange for a courier to collect directly from you.
If you choose to return your item simply because it is unwanted we will not pay for the return postage.
This service is limited to customers in the UK only.
- How long do I have to return my item?
- Can I return my items?
- My item is faulty. What do I do?
- How do I return my items?
- Where do I send my items?
- How long will it take for my return to be processed?
- My exchange is urgent! What do I do?
- Can I return my product under warranty?
If you can't find an answer to your question please don't hesitate to call us on 01925 407 056 or email email@example.com
How long do I have to return my items?
Here at Northwest Guitars we offer a 30 day returns policy that commences upon the day you receive your goods. Within this time you can return your unused/unwanted goods for refund/credit or exchange. Refunds are available up to 14 days from order delivery date, after this and up to 30 days of order receipt a credit to your Northwest Guitars online account is issued. Exchanges are available for the full 30 day period. Please note that goods that are returned after the 30 day period will be returned to you unless exceptional circumstances apply.
Can I return any items?
All returned items must be in "as received" condition and unaltered in any way. Do not bolt together, install screws, sand, drill, rout, paint, file, take the protective plastic off pickguards or alter the product in any way until you have thoroughly inspected it for accuracy and have checked the fit. Any product that has been damaged or altered in any way will not be accepted for return. If any signs of installation are found including impressions from screws or test fitting tuners, the item will not be eligible for return.
We will NOT accept returns if;
- The item has been visibly used.
- The item is marked or dirty in any way.
- The item has been damaged in return transit due to insufficient packaging.
- The item is over the 30 day returns period
Returning items without the original branded packaging
As outlined in the EU Consumer Rights Directive (2011/83/EU), failure to return items in their original condition will result in deductions from your refund or refusal of a return. As a result, we may make deductions to your refund for any reduction in value of the returned goods where the handling of goods has "gone beyond the sort of handling that might reasonably be allowed in a store". In circumstances where items are returned without the original branded packaging we may deduct up to 50% from your refund.
I received the wrong item
In the rare circumstance you have received an incorrect item, please inform us within 48 hours of receipt and do not use the item you have received.
My item is faulty. What do I do?
In the unfortunate event that you have received an item you believe to be faulty please check the following steps before returning your goods. We need to be informed of any potential fault within 48 hours of receipt of the goods so please make sure you check over your product as soon as it is received.
If a manual is present please read these thoroughly to ensure correct operation of the product.
If the fault persists please email firstname.lastname@example.org with a description of the fault and your order number. If you could also attach a photo of the problem this could help speed up the process a great deal. Alternatively please call to discuss this with our Customer Service Team on 01744 36 22 96. Please then await further instruction in reply from a member of our sales team. Emails are usually answered within 24 working hours.
How do I return my items?
Should you wish to return an item, simply log into your account, locate your order, and request a return. Alternatively you can email us at email@example.com, and quote your order number.
Northwest Guitars Ltd, Unit A Hoyle Point, Hoyle Street, Warrington, Cheshire, WA5 0LW
Please do not put any tape or labels directly on to the product packaging as this will damage the packaging and cause the product to be unsaleable. In this instance you may be charged for the resulting damage.
How long will it take for my return to be processed?
It can take 2-3 days for your return to be processed once we have received the goods, please allow for this time period before getting in touch. When the return has been processed a member of the returns team will be in touch via phone or email to confirm the action taken. The Collect+ service normally takes 2-5 days for items to get back to us.
In the event that extra payment is required for an exchange a member of the returns team will give you a call to take payment.
If you have requested a refund please allow 72 hours from processing the return for the funds to reach your account. All refunds are credited to the original method used to place the order.
My exchange is urgent! What do I do?
We understand that sometimes an exchange may be urgent. In this case we would recommend placing another order through the website and return the other item back for a full refund.
Can I return my product under warranty?
All products will come with a limited manufacturer warranty, most of the time this information will be with the product. Please check this information as some manufacturers will ask that you contact them directly. In most cases however you would be asked to contact the retailer.
In the event that you feel you can claim under the warranty we would ask that you email us with a description of the issue, your order number and preferably a photograph illustrating the issue.
In some cases we may be required to contact the manufacturer for their expert opinion before a decision is made.
We may also ask that a product is returned to us for inspection and if a fault can be repaired, or damaged part replaced we are obliged to do this and return the product to you.
I need to return an item from outside the UK.
Unfortunately we cannot offer free returns on orders outside of the UK. You will need to return any items to the address above at your own cost. However, if you have received a damaged or incorrect item we will refund any shipping costs incurred, if a postage receipt can be provided.