Returns Policy

We accept returns in the following instances:

  1. For goods incorrectly supplied or delivered damaged (Valid for 7 working days from receipt of goods)
  2. For faulty goods under warranty (Validity depends upon goods in question)
  3. For unwanted goods (Valid for 7 working days from receipt of goods)

1. Goods incorrectly supplied or delivered damaged

Please call us on 07950 263540 or email us at returns@bonsaiguitars.co.uk and we will send you (by email) a returns note and authorisation code. The returns note should be completed in full and returned along with the goods to: Returns Department, Bonsai Guitars, 5 Cannons Mill Lane, Bishops Stortford, Herts., CM23 2BN. For goods under £50 in value, please use recorded ‘Signed For’ postal delivery. For large goods or orders over £50 we will arrange a collection and confirm this with you. Please note that if a collection is required, somebody will need to be present at the collection address to sign off the package. Postal charges for damaged or incorrectly sent items will be refunded at a maximum of £4.95 for recorded postal delivery. Any items that cost more than £4.95 to return will require a collection for insurance purposes. Once received, faulty goods will be refunded, replaced or repaired where possible. Bonsai Guitars will try to complete this within 30 days.

2. Faulty goods under warranty

(Validity depends upon goods in question)
Please call us on 07950 263540 or email us at returns@bonsaiguitars.co.uk and we will send you (by email) a returns note and authorisation code. The returns note should be completed in full and returned along with the goods to: Returns Department, Bonsai Guitars, 5 Cannons Mill Lane, Bishops Stortford, Herts., CM23 2BN. For items under £50 in value, we recommend using ‘Signed For’ postal delivery. For large items or orders over £50 we recommend that you use a courier for insurance purposes, as all goods remain your responsibility until Bonsai Guitars receive them. All return postal and courier charges are the responsibility of the customer. Once received back and upon inspection, Bonsai Guitars will repair or replace the goods at their discretion. Faulty items will be returned back to the customer free of charge with your returns postal charges refunded. Non-faulty items will be returned to you at a charge of up to £10. If upon inspection it is deemed that any item being returned as faulty has been subject to misuse, the item will be returned to the customer at the above rate, with no refund given. Bonsai Guitars Ltd reserves the right to judge what constitutes ‘misuse’. Bonsai Guitars will try to complete all repairs and replacements within 30 days.

3. Unwanted goods

Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order within seven days of the receipt of goods without giving any reason. Bonsai Guitars offers a 14 day money back guarantee to ensure you are completely happy with your purchase. Please note however that any delivery charges cannot be refunded. To cancel your order you must contact us by phone or email and send the goods back to us at your own cost and risk. Your refund will be processed within 30 days of cancellation provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used the goods, or in respect of sealed goods that have been opened and cannot be resold unsealed.

Please call us on 07950 263540 or email us at returns@bonsaiguitars.co.uk and we will send you (by email) a returns note and authorisation code. The returns note should be completed in full and returned along with the goods to: Returns Department, Bonsai Guitars, 5 Cannons Mill Lane, Bishops Stortford, Herts., CM23 2BN. For items under £50 in value, we recommend using ‘Signed For’ postal delivery. For large items or orders over £50 we recommend that you use a courier for insurance purposes, as all goods remain your responsibility until Bonsai Guitars receive them. IN ALL INSTANCES WHERE RETURNS ARE REQUIRED, ADEQUATE PACKAGING OF THE GOODS FOR RETURN IS THE CUSTOMER’S RESPONSIBILITY. FAILURE TO MEET THIS CONDITION WILL INVALIDATE YOUR RIGHT TO A FULL REFUND OR REPLACEMENT AT BONSAI GUITAR’S DISCRETION.

Terms and Conditions

Under the Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel your order within seven days of the receipt of goods without giving any reason. We have extended this to a 14 day money back guarantee. To cancel your order you must contact us by phone or email and send the goods back to us at your own cost and risk. Your refund will be processed within 30 days of cancellation provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. No right of cancellation, refund or return exists under the Consumer Protection (Distance Selling) Regulations 2000 once you have used the goods, or in respect of sealed goods that have been opened and cannot be resold unsealed. If we supply you goods with incorrect goods or if your goods arrive damaged, you have fourteen days from the date of receipt to return the good(s) to us. Please see our returns terms and conditions above for more information.

Summary of Returns Instructions

Should you need to return any part of your order for a refund or a replacement, please follow the instructions below:

  1. Please call us on 07950 263540 or email us at returns@bonsaiguitars.co.uk
  2. We will then email you our returns documents along with an authorisation code. We will also advise you on how the good(s) should be returned to us. If you neglect to contact us for a returns authorisation code we will reject your claim and redeliver the good(s) to you at your own cost – as stated in our full returns policy above.
  3. It is essential to fully complete the returns note, or your claim for a refund or replacement may not be valid -as stated in our returns terms and conditions (which you can view on our website).
  4. Once you have completed the returns note, enclose it with the good(s) you are returning.
  5. As stated in our returns policy, you must ensure that the item(s) you return are adequately packaged. Failure to meet this requirement may invalidate your claim for a refund/replacement, at Bonsai Guitars’s discretion. We would advise that Bonsai Guitars Ltd cannot be held responsible for returns parcels lost in transit. It is the sender’s responsibility to ensure parcels are adequately insured.
  6. If you are entitled to receive a refund on postage charges it will be made within one week of us receiving the returned good(s). Please see our returns terms and conditions above for further details. If you have any further questions, please contact us on 07950 263540 or email us at returns@bonsaiguitars.co.uk.

 

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