Returns and Exchanges

Returns Policy.

Fourteen Day Money Back Guarantee: This applies to items bought online, by phone or by email. The money back guarantee does NOT apply to items tried or bought in the Denmark Street shops.

In accordance with the Distance Selling Regulations, any goods can be returned for any reason within fourteen working days for a refund, less carriage costs. Returned goods must be in their original condition and packaging. If you decide that you do not wish to keep an item you can either return it to us yourself (address at the foot of this page), or contact us and we will arrange collection. The average cost for a collection is £25. (Please note that this Money Back Guarantee does not apply to software that has been opened (see below) or hardware that includes software as part of the package, where the software component has been opened. Video/Audio content in the form of CDs or DVDs also cannot be returned if the item has been opened).

...and the rest of the returns policy is as follows:

Refunds can only be made by the method originally used to pay for the goods. Refunds via Paypal will therefore be processed as soon as we have received the goods back and inspected them. It normally takes 3-5 working days for the funds to show on the customer's account.

Goods that have been altered from their original, shop-new condition in any way cannot be returned.

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.

The customer has a duty to take reasonable care of the products while in their possession and during the cancellation period to maintain them in the condition in which they were supplied by Wunjo Guitars. If goods are damaged or use of the goods has gone beyond the right to reasonably inspect and assess the goods, we reserve the right to seek recompense.

The customer has a duty to re-package any returned goods in such away as to avoid any damage to the goods whilst in transit back to Wunjo Guitars (ideally all the original packaging should be used). If the original packaging is not used the goods must be packaged in such a way that provides the same or equal protection as the original packaging. If this duty to pack the returned goods in an appropriate manner is not met, Wunjo Guitars reserve the right to return the goods to the customer or to seek recompense.

Faulty Goods: Within 28 days of the date of delivery, we will arrange for the collection and replacement of faulty goods. Outside of 28 days from the date of delivery, we will arrange from the return of faulty goods from us to the manufacturers for repair, under the terms of manufacurer's warranty. 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.

Where applicable, orders for software products or hardware that includes software as part of the package, cannot be refunded once the software has been opened. Video/Audio content in the form of CDs or DVDs also cannot be returned if the item has been opened.

Please note that custom/bespoke orders are not covered by the Distance Selling Regulations. A non-refundable deposit will be required on placing a custom made or bespoke item on order. After full payment is taken and the item is shipped a refund/exchange or customer credit can only be offered if the item has a manufacturing fault or if transit damage has been reported and confirmed.

This does not affect your statutory rights.

If you would like any further information or clarifcation on the above, please email us at sales@wunjoguitars.com.

Our address for returning goods:

Returns Dept.

Wunjo Guitars

20 Denmark Street

London WC2H 8NE

Exchanges

Exchanges

In many cases where you have purchased a product from us that you are not happy with, we can offer an exchange or store credit, rather than a refund.

As with our refunds policy, the item being returned must be in the same shop-new condition that it was in when we supplied it to you. You would be responsible for any shipping charges, unless of course there is a fault with the item. You MUST also make sure you keep your original shop or email receipt, we cannot refund or exchange items without this infomation.

Note for International Customers

Whilst we are happy to honor our two-year guarantee for items that are faulty, we cannot accept responsibility for shipping costs to return the item(s) to our shop on Denmark Street. However, in the case of a faulty item, we would be happy to cover the cost of return postage. Please email for more information.

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