Refund and Returns Policy

We want you to be completely happy with anything you buy from OHV Guitars. We describe and photograph our instruments carefully, but we understand that buying a guitar online is different from trying it in the shop.
Need another photograph, an exact weight, a measurement or a closer look at the condition before ordering? Call or email us. A real person in our Horncastle shop will check the actual item for you.
Nothing in this policy affects your statutory rights.

Changed your mind?

For purchases made online or by telephone, please tell us within 14 days of receiving your order if you wish to cancel.
You do not need to give us a reason, although feedback is always useful.
Once you have told us, the item must be returned within a further 14 days.
Please contact us before returning anything. This allows us to identify your order, arrange the correct collection and make sure the item travels safely.

Returning an unwanted item

For unwanted instruments, amplifiers and other larger items, OHV Guitars will normally arrange an insured FedEx collection.
The customer is responsible for the collection cost when the item is not faulty. We will confirm the charge before booking the collection, and the agreed amount will be deducted from the refund.
Our current estimated collection charges are:

Standard guitar, bass or similar parcel: approximately £25
Larger or heavier parcel: approximately £35
Remote UK postcode: up to approximately £45
Exceptionally large, heavy or specialist items may cost more. Where this applies, we will give you an estimated return cost before you complete your purchase.
You may also return an item to our Horncastle shop by prior arrangement, with no collection charge.
For safety and insurance reasons, please do not send an instrument or amplifier using another courier without agreeing this with us first.

Packaging your return

Please keep the original box and packing materials until you are sure you wish to keep the item.
Returned goods should be packed securely and include everything originally supplied, such as:

Cases or gig bags
Accessories and power supplies
Manuals and certificates
Tags and protective packaging
Promotional or bundled items
The customer is responsible for taking reasonable care when repacking a non-faulty return. If you are unsure how to pack it, call us before collection and we will help.

Trying and inspecting your purchase

You may inspect an online purchase as you reasonably would in a shop.
We may reduce a refund where handling has gone beyond what was reasonably necessary and has reduced the item’s value. This could include damage, modification, excessive wear, missing accessories, strong odours or inadequate repacking.
Simply opening the box, carefully inspecting the item or trying an instrument does not automatically affect your right to cancel.

Faulty, damaged or incorrect goods

Please contact us promptly if an item arrives:

Damaged in transit
Faulty
Incorrect
Incomplete
Materially different from its description
OHV Guitars will arrange and pay for the appropriate return where an item is faulty, damaged, incorrect or materially misdescribed.
Please keep the packaging and, where possible, send us photographs of the item and the internal and external packaging. This helps us deal with courier damage quickly.
Do not arrange your own return of a faulty or damaged item unless we have agreed this with you first.
Depending on the circumstances and your legal rights, the solution may be a repair, replacement, price reduction or refund.

Used and vintage instruments

Many OHV instruments are used or vintage and will naturally show signs of age, use, repair or modification.
Wear or features that are clearly described or shown in the listing are part of the item’s stated condition and are not faults.
This does not affect your rights where something has an undisclosed fault, is materially misdescribed or does not meet the standard that can reasonably be expected when its age, price, description and condition are taken into account.

Refunds

Refunds will normally be made to the payment method originally used.
We will process the refund without undue delay and normally within 14 days of receiving the returned goods.
Where you paid for delivery, we will also refund the cost of our least expensive standard delivery option. Any extra amount paid for an upgraded or timed service will not normally be refunded.
For an unwanted item collected by OHV Guitars, the collection cost confirmed before booking will be deducted from the refund.
We will contact you before making any further lawful deduction because an item has been damaged, is incomplete or has been handled beyond what was reasonably necessary.

Cancelling before dispatch

Please contact us as soon as possible if you wish to cancel an order before it leaves the shop.
Where we can stop the order before dispatch, we will cancel it and refund your payment. If it has already left us, the normal returns process will apply.

Purchases made in our shop

The automatic right to cancel because you have changed your mind normally applies to distance purchases, not items bought in our physical shop.
We may consider an exchange or credit note for an in-store purchase at our discretion.
Your statutory rights still apply where an item bought in the shop is faulty, misdescribed or not of satisfactory quality.