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 a small business and 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, 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.Shipping to the EU and the rest of the world
As noted above, JP Guitars is a small business and is not registered for VAT (UK Value Added Tax). For shipments to the rest of the world (and to the EU from 1 January 2021) local taxes may be charged on entry to the delivery country at the local rate. Where appropriate, local rates of duty will also be charged. Such charges will usually be collected by the courier or postal service before delivery. Please check your country's import regulations and taxes before ordering.Special Orders
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 12-20 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. We use tracked or signed for services + full insurance (e.g. Royal Mail First Class Signed For or Special Delivery in the UK or International Tracked/Signed For in Europe).
We ship to verified PayPal or credit card invoice addresses. We may agree to ship to a third party address but this will be at the customer's risk. Please contact us before shipping if you wish to request this.
We aim to ship orders the day after receipt, although this is not guaranteed, especially around weekends and holiday periods. Please let us know if you need a purchase urgently and we will do our best to help. We always send tracking details but these sometimes get intercepted by server or spam filters do please contact us if you don't hear anything.
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. Please note that relatively few shipping methods in the UK (and none for overseas orders) guarantee a delivery date.
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, and any other unrecoverable fees (e.g. PayPal). . 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 a reasonable re-stocking fee.
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.
Goods must then be returned within seven days of approval being granted, in "as supplied" condition and with all the original packaging, documentation, etc.
Returned goods must be securely packed and are sent at the sole risk and expense of the customer.
Customers must make special requirements clear when booking work in and are responsible for ensuring that the work to be undertaken is appropriate to address issues, etc.
Although we do our best to ensure that repairs are to the highest standard, customers must appreciate that old woods, finishes and metal parts cannot always be returned to ‘nearly new’ standard and that there will always be limits to colour matching, wood grain matching, and finish matching.
Wherever possible, we give fixed quotations rather than estimates. It should be understood, however, that any issues not apparent when conducting an initial investigation/providing a quotation may be subject to additional charges.
We always turn work around as promptly as possible and will inform customers if there is good reason for any delay in the return date.
Refunds are made in full and final settlement.
Our website is protected by SSL encryption.
Your contact data are used to process and dispatch your order(s). Your contact details may also be used to inform you about sales or other offers. Should we wish to contact you in the future regarding sales or other offers we will give you the opportunity to unsubscribe immediately. If you wish, you may also contact us and ask us to remove all data from our records as soon as your order(s) has been processed. JP Guitars never discloses customer information to third parties.
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 and the General Regulation on Data Protection. None of the above may contravene your statutory rights.