Refund policy

Return & Exchange Policy

At KellsonGuitars, we understand that circumstances may lead to a change of mind or dissatisfaction with a product. Which is why we aim to provide a clear return policy that allows customers to be confident in buying our products.

Please note that returns will need to be sent to the following address:

[The Old Curacy, Rectory Road, Brome, IP23 8AH]

Faulty or damaged items

If your order arrives faulty or damaged, please contact us within 48 hours of delivery with your order number, a description of the issue and photos if applicable. We will arrange a replacement or refund at no additional cost where appropriate, this includes paid shipping for the return.

Unwanted items 

In the event that you no longer want your item, please contact us within 14 days of delivery to schedule a return. In this instance we regret that we are unable to provide free return labels for unwanted items or items purchased in error. If the item has been untouched then you are entitled to a full refund, if any protective sheets have been removed and any components of the product have been scratched or damaged, then the cost of those items will be deducted from your refund.

Exceptions

Certain items cannot be returned, such as custom-built guitars

These products are built to order and are therefore considered personalised and unique to each customers specifications.

Except in cases of faulty or damaged products, custom orders cannot be returned or refunded.  

If a custom built product is damaged or faulty upon delivery, please contact us within 48 hours of delivery.

Agreement on refund

In rare circumstances, and solely at the discretion of the company, a refund for a custom item may be considered

Any requests for a refund must be made by the customer and approved by the company prior to returning the item.

Refunds will be determined on a case-by-case basis and may incur return shipping costs or other charges, as determined by the company.

The company reserves the right to refuse any refund requests for bespoke items.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us.