Refund policy

Please inspect your instrument on delivery, and inform us immediately of any damage or problem. We will supply detailed photos of the instrument prior to sending, including proof of correct safe packaging. In the event of goods arriving damaged, any shipping damage must be reported to us by email or telephone within 24 hours of receipt. In this event, we may require additional photographic evidence from you in order to confirm the damage to the Courier. If a claim is found valid, we will collect the goods from you at no charge. After we have received and inspected the returned goods we will repair or replace the instrument depending on the most suitable course of action.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Subjective issues such as tone, playing feel etc are not valid reasons for return.

To start a return, you can contact us at info@fairlaneguitars.co.uk. Please note that returns will need to be sent to the following address: UNIT D1A BUSSEY BUILDING, 133 Copeland Road, London SE153SN

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@fairlaneguitars.co.uk. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

PLEASE NOTE ALL OUR INSTRUMENTS ARE CUSTOM PRODUCTS

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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 at info@fairlaneguitars.co.uk.