SHIPPING, ONLINE RETURNS AND WARRANTY
Shipping
We will ship your product within two working days after we have received your order. We use this time make sure that your new guitar, pedal or amp leaves the shop in the best possible condition. We ship with Fedex, DHL or Post NL.
We will provide you with a tracking code that will enable you to follow your shipment. Most destinations in Europe will take 2-4 business days. Scandinavia usually takes 5-8 business days. Shipping within the Netherlands usually takes 1-2 business days. Shipping to the US and Canada may take 4-8 business days.
We are official retailers for well-known and quality brands and products. In spite of the high-quality products that we have in our store, it may occur that you run into problems with your gear. In that case we will be happy to provide you with a suitable solution as quickly as possible.
Shipping within the EU is easy and fast. There are no additional duties or taxes applicable.
Taxes and import duties for the UK.
If you live in the UK our prices are shown without VAT but please be ware that import duties and taxes are applicable. These will have to be paid to the shipping company. They will inform you about the cost after they have imported your shipment and prior to delivery at your address.
Import duties are around 4% and VAT is is 20%. in addition to this there is. small handeling fee to be paid to the shipping company for import handeling. Failure to pay these these cost will result in the product being shipped back to us. In that case we will have to pay for the import cost and the return shipping and we will deduct that amount from your refund.
Taxes and import duties countries outside the EU
If you live outside the European Union our prices on the website are shown without VAT. But please be ware that import duties and taxes may be applicable. These will have to be paid to the shipping company. They will inform you about the cost after they have imported your shipment and prior to delivery at your address.
As duties and taxes vary per country or state we can not give you an accurate estimate of these cost. Failure to pay these these cost will result in the product being shipped back to us. In that case we will have to pay for the import cost and the return shipping and we will deduct that amount from your refund.
Warranty
When buying a new product from us, you are covered by a 2-year warranty period (as stated by the European guideline “Buy & Warranty”). The product(s) you buy from us are therefore expected to be free from failures for 2 years, used under normal circumstances.
Cosmetic damage to instruments also known as play wear that arises after receipt of the instrument is not covered by a warranty. Damage to instruments is only covered if, in spite of careful maintenance of the instruments involved, it arises as a result of faulty manufacturing.
Exceptions
There is no return & exchange policy or warranty on all items that are prone to deteriorate in quality when used (tubes, strings, cleaning products, earplugs, headphones, harmonica’s). For all pre-owned products we offer a 6 months warranty period with the exception of pre owned Tube amplifiers. They are sold ‘as is’, meaning we cannot warranty them.
We always maintain the right to repair a defect or malfunction within the warranty period, before considering exchanging the defective product.
Extended warranty
Some of our brands offer great extended warranty plans. Most of them are so-called “Limited Warranty” plans and require registration.
Returning your online order
We want you to be happy with the product you bought online from us. Please do let us know as soon as possible should there be something not to your satisfaction with the product. And we will do our utmost to set it right and make you happy.
If that is not the case you may choose to return your online purchased item(s). You may decide to return your order within two weeks after receiving it. Please bear in mind that the product has to be returned to us within two weeks after you have received it. You can sent us an email stating that you wish to return the products. Please include your order number and invoice number.
You may then return the product. We will not organise the return shipping or refund the cost of the return shipping. We advise you to use insured shipping.
After we have received the product we will inspect the product an once we found it to be in good order, we will then refund you the price of the product. If you have paid us using Paypal or creditcard we reserve the right to deduct our payment cost (Paypal 4% and creditcard 1,5%) from the refund. To be entitled to a refund we will need to receive the products within two weeks after you have given us notice that you will return the products.
All products need to be sent back to us in their original undamaged box and packaging and must include the original case, gig bag, cables, manual, certificate of authenticity and labels. Please make sure that if a guitar came to you with protective material on the pickguard and/or pickups this is NOT removed. Failure to do so may lead to a reduced refund.
If the products show undue playwear leading to a diminished value, we reserve the right to reduce the refund accordingly. So please treat the instruments with care while they are in your possession. And do not play them or use them after you have given us notice that you want to return the product. Responsibility for the product is with you, the client until the product has been received by us.
If you have traded in an instrument as part of the purchase of the product a full refund is not possible. We will do our utmost to come to a agreeable solution for all parties.
Products that were specifically ordered for you and custom orders that required a nonrefundable deposit upon ordering, are exempt from this return policy. We will do our utmost to come to an agreeable solution for all parties but there is no guarantee that we will fully refund your product.
For items bought in our brick-and-mortar store in Alphen aan den Rijn the above return policy does not apply. If you are not completely satisfied with your product, we will do everything within our power and within the conditions of the warranty to make you a happy customer. And usually, we succeed in that. Returns and refunds are at our judgement and discretion and are by no means guaranteed.