Cancellation Procedure & Returns policy

The first 7 days of your warranty: "No Quibble" return option
When purchasing goods or services from this website your contract is with DVGuitars. All goods and services are sold in accordance with The Consumer Protection (Distance Selling) Regulations 2000 (SI 2000 No.2334). This regulation essentially ensures that the consumer is given clear information about the goods and services the supplier is offering, is provided with an order confirmation via email and has a "cooling off" period of 7 working days - during which time the consumer may cancel the contract by notifying the supplier of their request to cancel either in writing or by email. To cancel this contract or report a fault, please notify us in writing or by email. A telephone call is not sufficient unless both you and DVGuitars agree otherwise. This law also assumes that the goods have not been used and are in pristine condition with ALL original packaging intact.

Please note that cancellation of contracts for the purchase of copyrighted goods (all software, media and sample CDs) cannot be accepted where the item has been unsealed. Goods ordered specifically to meet a consumers requirements plus contact products such as Brass/Woodwind/in-ear systems are non-returnable and excluded from the "cooling off" period/return option

DVGuitars is particularly concerned with your complete satisfaction. Therefore in addition to these regulations, if within 7 days of purchase, the consumer wishes to return goods to us for reasons of incompatibility or they are not satisfied with the goods, subject to the previous exclusions, DVGuitars will refund the consumer provided the goods are returned to us in an undamaged and saleable condition. The consumer is under a duty to restore goods to us and to maintain them in the condition in which they were supplied by us. If goods are damaged or not saleable as new, DVGuitars reserves the right to seek recompense.

The consumer will be responsible for the cost of and return arrangements of any goods to us, under the "7-day no quibble return option". DVGuitars strongly recommend that customers use an insured courier service, as DVGuitars will not be responsible for the goods until they have been checked and signed for. DVGuitars will pay and arrange a collection from you (UK Mainland only) if you report a product fault during the initial 7 day period and the goods prove to be faulty or if there are system incompatibility issues with hardware and software supplied by DVGuitars. Similarly, in the case of returns/complaints that can be attributed to an error by DVGuitars, DVGuitars will cover the cost of collecting goods during the "7-day no quibble option" period. Please inform us (in writing with the returning product/s) of the reason for which the goods are no longer required or wanted.

Beyond the 7 day "no quibble" warranty period
All DVGuitars products are covered by a standard one year warranty. If a fault should occur with your product after the first 7 days of receipt, you may wish to take your product to an authorised repair centre (with a copy of your online receipt from us) or you may wish to return the product/s, with a copy of your online receipt and full fault description, to our returns department. Our returns department can send your faulty product/s to the manufacturer or authorised service centre on your behalf. In other words, goods being returned must be shipped entirely at the expense of the customer and by their own means. Please inform us (in writing with the returning product/s) of the fault with the product/s. If the product is found to be faulty and is within the manufacturers warranty period we will repair it free of charge and return the product/s to you. If we or the manufacturer are unable to repair your product within 60 days of its receipt by us we will offer you the choice of a full refund or to supply you an alternative product equivalent.

To obtain a returns authorisation please email webreturns@digitalvillage.co.uk