Returns, Refunds & Warranty policy
Last updated: 21st March 2026
Thank you for shopping with us. We want you to feel confident when purchasing from our store, whether in-person or online. This policy outlines your rights and our procedures for returns, refunds, exchanges, and warranties on both new and used musical instruments and accessories.
1. Your Right to Return (Online Orders)
Under UK consumer law, you have the right to cancel your online order within 14 days of receiving your item.
- You then have an additional 14 days to return the item once you’ve notified us.
- Items must be returned in the condition received (see Section 4).
- Refunds will be processed within 14 days of receiving the returned item.
Please note: This right applies only to online/distance sales, not in-store purchases.
2. In-Store Purchases
For items purchased in-store, returns are accepted at our discretion:
- You may return items within 14 days of purchase with proof of receipt.
- We may offer an exchange or store credit rather than a refund unless the item is faulty.
3. Faulty or Misdescribed Items
You are entitled to a repair, replacement, or refund if an item is:
• Faulty
• Not as described
• Not fit for purpose
For new items, faults will typically be handled in line with the manufacturer’s warranty (see Section 7). You may still be entitled to a full refund within 30 days of purchase if a fault is confirmed.
For used items, faults must be reported within the 30-day shop warranty period (see Section 7). This warranty covers issues that were not present or identifiable at the time of sale.
This does not cover:
• User error or misuse
• Accidental damage
• Modifications or alterations
• Repairs or work carried out by another technician or shop
Any unauthorised work will void the warranty and eligibility for refund or repair.
4. Condition of Returns
To be eligible for a return:
- Items must be in their original condition
- Include all accessories, manuals, and packaging where possible
- Must not show signs of misuse, damage, or excessive wear
We reserve the right to reduce the refund amount if the item has diminished in value due to handling beyond what is necessary to inspect it.
5. Non-Returnable Items
The following items cannot be returned unless faulty:
- Strings, cables, picks, or other consumables once opened
- Custom or special-order items
- Software or digital downloads
- Personalised or modified instruments
6. Used & Vintage Instruments
Used and vintage items are sold as described and photographed:
- Minor wear and cosmetic imperfections are expected
- Any major defects will be clearly stated in the listing
Please review descriptions and images carefully before purchasing.
7. Warranty
New Products (Manufacturer’s Warranty)
All new products are supplied with a manufacturer’s warranty, where applicable. This warranty:
- Is provided by the product’s manufacturer, not our store
- Covers manufacturing defects for a specified period (varies by brand)
- Typically does not cover wear and tear, accidental damage, misuse, or unauthorised repairs
If your item develops a fault within the warranty period:
- Please contact us first with your proof of purchase
- We will assist you in arranging a repair, replacement, or manufacturer claim where appropriate
Used Products Warranty
Used and vintage items include a 30-day shop warranty from the date of purchase.
This warranty:
- Covers faults that were not present or identifiable at the time of sale
- Does not cover:
- User error or misuse
- Accidental damage
- Modifications or alterations to the item
- Repairs, adjustments, or work carried out by another technician or shop
Any unauthorised work carried out on the item will void the warranty.
Unless otherwise specified, used items are sold without any extended warranty beyond this period.
Important Notes on Warranty
- Warranty is non-transferable unless stated otherwise by the manufacturer
- Proof of purchase is required for all warranty claims
- Warranty does not affect your statutory rights under UK consumer law
8. Return Shipping
- Customers are responsible for return shipping costs unless the item is faulty or incorrect
- We recommend using a tracked and insured service, especially for high-value instruments
- We are not responsible for items lost or damaged in return transit
9. Refunds
Refunds will be issued to the original payment method:
-Within 14 days of receiving the returned item
- Shipping costs are non-refundable unless the return is due to our error
10. Exchanges
We’re happy to offer exchanges where possible:
- Subject to stock availability
- If there is a price difference, we will either charge or refund accordingly
11. How to Start a Return
To initiate a return, please contact us with:
- Your order number or proof of purchase
- Details of the item
- Reason for return
We will provide instructions on how to proceed.
12. Contact Us
TDM Guitars
161 Fair Oak Road , Eastleigh , SO50 8LQ
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We aim to make returns and warranty claims as straightforward as possible while ensuring fairness for both our customers and our business. If you have any questions, feel free to get in touch.
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