We want to maintain the best possible relationship with customers, many of whom we have known for a long time. If you have any issues or concerns, please contact us immediately. We will do everything possible to resolve them in a timely and fair manner.
Whilst every attempt will be made to keep prices on the website as up-to-date as possible, their accuracy cannot be guaranteed. Prices charged are those ruling at the time of despatch.
JP Guitars is not registered for VAT.
Placing your order
Please use the "Add to Basket" button to place your order. JP Guitars uses RomanCart as our shopping cart, and PayPal and Skrill (formerly Moneybookers) as payments providers. PayPal accounts and all major credit/debit cards may be used. You may also pay by UK cheque or UK and International Bank Transfers. Please contact us for further details.
If we receive a cheque on a Saturday, Sunday or Bank Holiday, the day of deposit will be the next working day. Goods will be despatched after the cheque is fully cleared. There is usually a significant delay between funds leaving the buyer's account and being recorded against our account. 'Certainty' applies from the 6th working day after funds are received by our bank.
We display whether an item is in stock on our website. If your item is not in stock, the 'Add to Basket' button will not be available, or will result in an 'out of stock' message. This does occasionally go wrong, especially if items are purchased simultaneously via EBay and our website. We will always offer a full refund or a revised delivery date, should this occur.
You can use the shopping cart to order items marked as 'special order'. You may use the 'contact' links if you wish to discuss a special order with us. Full payment is required in advance for special orders. We usually estimate 12-15 working days for special orders, although this depends on UK Customs clearance.
Shipping and handling
Postage charges vary according to destination and weight of consignment. At the conclusion of the ordering process you will see the appropriate charges added to your order. Where possible, we prefer to used a tracked or signed for service + full insurance (e.g. Royal Mail Special Delivery in the UK or International Tracked/Signed For in Europe).
Damage or loss in transit
Claims in respect of goods damaged in transit must be lodged within three days of the receipt of goods, fully detailing the damage, the date of receipt, and the invoice number. Save the original carton, packing material and damaged goods for inspection by the carrier.
Claims in respect of goods lost in transit will be handled promptly and sympathetically - where possible, by sending a replacement item. In such cases we will require the assistance of the customer in seeking redress from the carrier.
If any item fails to meet your expectations, you may return it, unaltered, for a refund or exchange. The full amount paid will be refunded, less postage and carriage. Where the reason for return is solely personal preference (i.e. there is nothing intrinsically wrong with the item), we also reserve the right to deduct any unrecoverable transaction fees (e.g. freight or bank charges).
Prior approval for returns must always be sought. This will not be unreasonably withheld, but in the case of special orders and customised items we will only agree to a return and refund where we have an expectation of reselling the item promptly. We will supply a Returns Ticket which will provide the returns address and other essential details.
Goods must then be returned within seven days of approval being granted, in "as supplied" condition and with original packaging.
Returned goods must be securely packed and are sent at the sole risk and expense of the customer.
JP Guitars never discloses customer information to third parties. Emails are protected by whole disk encryption.
JP Guitars does not hold details of financial transactions. These are held on RomanCart's secure servers. The RomanCart system is secured by VeriSign EV SGC SSL certificates.
RomanCart servers are located in a secure data centre where only security approved engineers have access to the hardware.
JP Guitars uses PayPal and Skrill (formerly Moneybookers) as payments providers. Please see the PayPal and Skrill websites for further information about security, etc.
JP Guitars operates under English law, in particular but not solely the Distance Selling legislation. None of the above may contravene your statutory rights.