*** PLEASE NOTE THAT ORDERS PLACED 20TH DECEMBER TO THE 5TH JANUARY 2025 WILL BE SHIPPED FROM MONDAY 6TH JANUARY 2025 ***
These general terms and conditions of use govern the access to and use of www.charlesguitars.co.uk. Please read these terms and conditions carefully before using the site. By accessing the site and/or placing an order, you signify your agreement to be bound by these conditions and you consent to us using your information in accordance with our privacy policy. If you do not accept these terms, please do not use the site.
Terms and Conditions for the Supply of Goods through the website are connected to the User Agreement for Charles Guitars Limited (Charles Guitars Limited and of www.charlesguitars.co.uk each separately and together in this Agreement, "we", "us" or "our) Company Registration number 8859695.
If you require any information regarding shipping, refunds and returning purchases from www.charlesguitars.co.uk, please refer to these Terms and Conditions as well as our Contact Page. On the Contact Page you will also find a customer registration form, advice and other general information on the services provided by us. If you require further assistance please note that you can contact the Charles Guitars Limited Head Office via the Contact Page form, or by email at info@charlesguitars.co.uk.
These Terms and Conditions, together with our Website prices, delivery details, contact details and privacy policy set out the whole of our agreement relating to the supply of the Products by us. Nothing said by any sales person on our behalf should be understood as a variation of these Terms or as an authorised representation about the nature or quality of any Products offered for sale by us. Save for fraud or fraudulent misrepresentation, we shall have no liability for any such representation being untrue or misleading.
We reserve the right to change the Conditions from time to time, and your continued use of the Website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the Website.
To make purchases on the Site you will need to register or checkout as a guest in which case you will not have access to your order history. When you register with www.charlesguitars.co.uk you are required to provide information about yourself that is true, accurate, current and complete in all respects. In particular, you must provide your real name, phone number, e-mail address and other requested information as indicated. Furthermore, you will be required to provide payment details that you represent and warrant are both valid and correct and you confirm that you are the person referred to in the Billing information provided.
Should any of your information change at any time, please notify Charles Guitars Limited by emailing info@charlesguitars.co.uk. Charles Guitars Limited also has the right to change registration requirements at any time. The account password you provide should be unique and kept secure, and you must notify Charles Guitars Limited immediately in the event of any security breach or unauthorised use of your account. Please refer to our Privacy Policy for information on how your data is used by Charles Guitars Limited.
Once you have selected your choice and your order has been placed, you will receive an email from Charles Guitars Limited outlining the details of your order. This is only to acknowledge that we have received your order, NOT an acceptance or confirmation. Before your order can be finalised, Charles Guitars Limited must receive cleared funds or confirmation of the authorisation of the payment. Once payment has been received in full we will confirm that the order has been accepted by sending an Order Confirmation to your email address previously provided. The acceptance of your order brings into existence a legally binding contract between you and Charles Guitars Limited. Unless you cancel your order, acceptance of your order and completion of the contract between you and Charles Guitars Limited will be completed when you receive a confirmation email to confirm that the items have been dispatched. Payment must be arranged for using any method currently specified on the Website.
In the event that payment for an order is not received or you are not fully entitled to use your nominated credit, debit or charge card, or such card has insufficient funds to cover the cost of the order then Charles Guitars Limited may contact you allowing you to make payment in full within a specified time period by the same of other means. Alternatively, Charles Guitars Limited may at its sole discretion cancel your order. In the event of an order cancellation, Charles Guitars Limited will return any payment received from you within 30 days of receipt of such monies to your nominated account. You agree that in any event that Charles Guitars Limited has no liability to you for any loss, damage, costs, expenses or any other claims that you may incur. You agree to compensate Charles Guitars Limited in full against all costs and outgoings incurred by Charles Guitars Limited in obtaining payments from you in the event a failed payment occurs.
We reserve the right to cancel the contract between you and us if we have insufficient stock to deliver the goods you have ordered. We might also cancel your order if one or more of the items you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.
If we do cancel your contract we will notify you by email, and will re-credit to your account any sum deducted by us from your credit card as soon as possible but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.
The price of each product will be as stated on www.charlesguitars.co.uk at the time the order is submitted. Prices shown on the Website are in British Pounds Sterling (GBP). Prices are inclusive of VAT at the applicable rate.
Our prices may change at any time. If we discover that the price has changed or that there has been a pricing error when we receive your Order we will contact you and ask if you wish to proceed at the correct price. If you confirm that you do wish to proceed, please remember that we will still not be under an obligation to supply the Product(s) until we have sent you the second email confirming your Order.
Product pricing does not include the cost of delivery and freight insurance, as that cost is dependent upon the value of the item(s) purchased and so is advised in addition to the prices stated.
Goods will be delivered to the address provided to us for delivery at the time you make your order. It is your responsibility to ensure that the delivery address you give us is correct and accurate and that there is somebody to sign for and take delivery of the goods from the delivery service used. You will become the owner of the goods you have ordered when they have been dispatched to you. Once goods have been delivered to you they will be held at your own risk and we will not be liable for their loss or destruction. If your order is returned to us because the courier or postal service could not complete the delivery to you for whatever reason, then you will be responsible for the repeat delivery costs.
We ship to the UK, Europe, and the Rest of the World. We try to keep shipping costs as low as possible calculating shipping based on the weight and value of the items. To see the shipping cost please add items to your basket and then “ View Basket†and “Estimate Shippingâ€. You can enter your destination country to view the shipping options and prices.
We aim to fulfil orders as quickly as possible but not always on the day of order, if your order is particularly urgent, please contact us. We offer a very wide range of customised products which are often made in small batches so even though they show in stock they may need to be processed which can delay shipping, all prewired kits are made to order. Even if you choose Special delivery, it does not always mean that your order will ship same day, but it does mean it is guaranteed to get to you the quickest way.
If you are outside the UK and your basket is Airmail it is not tracked however you will be offered the option to upgrade to International Tracked and Signed or Signed For, whatever service your country accepts. You will also see a COURIER option where we have set a default rate so that you can complete your order. These are estimates and if shipping to your country is less than this then we will automatically refund the difference, if it is more, we will contact you. This is by far the most reliable method with the least parcels lost and the speediest delivery. We usually use UPS, FEDEX/TNT, Parcelforce, DPD which are all fully tracked and insured services through customs delays are still possible but much easier to resolve.
If you are ordering from outside the UK, please be sure to select the Globe icon at the top of the page to see prices excluding VAT, if your shipping address is outside the UK VAT will automatically be deducted.
Upon receipt you will have to pay local VAT, Duty, and any fees that the shipper may levy.
In the event you would like to return your online purchase you can return an order by following the instructions below:
The returned goods must be unused, in a re-saleable state and include any goods or accessories. The goods should also be returned with their original box, packing and accessories.
If the return is due to missing or faulty parts, then we will offer a full refund or replacement provided we are aware of this within 14 working days. Any refund, which is due to a fault, other defect, or a mistake on our part, will include a refund of the applicable delivery charge otherwise the delivery charge will not be refunded. Any returned items that do not fulfil our conditions will be ineligible for a refund and will be returned to you at your cost.
Please follow the same steps as above be sure to use a Tracked and Signed For method of return shipping with sufficient insurance. If you are not using a postal service for your return, please contact us for an alternative address as couriers cannot ship to a P.O. Box.
We do not offer exchanges, please return your item and in a separate transaction purchase your replacement item. Upon the return of your original purchase, we will credit your payment method excluding original postage costs.
Standalone items such neck plates, bridges, sockets, pickguards and all metal parts and plastic parts should be offered up to your guitar to establish that they are the correct size and line up and when fitted will give the desired appearance and functionality. Once and item has been fitted to your instrument it is not automatically eligible for return as all returns must be un-marked and in as new condition so that they can be re sold as a new item. If you are unsure, please contact us and we may request that you send photos and then may only approve a refund upon receipt and inspection.
Items such as screws and the like may not be returned once fitted, it is important therefore that you check thread sizes and length and any other physical characteristics of your purchase before fitting.
Do not remove the protective cover or place any components on this pickguard until you have made a "dry run" on the instrument. Make sure all mounting holes and pickup cuts are positioned correctly. Pickguard replacement warranty will be void if the protective cover has been removed. Removing the protective film means that the item is not in a re-saleable condition and therefore we cannot accept it back for a refund.
This is a very subjective area, and you may of course return any items whose appearance is not suited to your instrument, but they must not be fitted first. You should open the package and offer them up to your guitar.
Electronic components may not be returned once they have been fitted. Please contact us if you have any questions about suitability before ordering
These items have multiple options and are custom made to order and are ineligible for return. Please contact us with any questions regarding suitability and fit for your instrument. All Pre-Wired kits are tested before shipping to ensure that they are working correctly and upon receipt you should carry out any checks and tests and ensure correct alignment and suitability prior to fitting as we cannot accept responsibility for a kit once fitted. You should take special care regarding the difference between USA Imperial sizes and Metric sizes which are often used in Far East instruments. Please contact us if you have any questions about suitability before ordering.
Our site uses Opayo and Paypal to process payment, if you are having any difficulty please contact us as we can also take payment over the phone or by bank transfer.
Promotion codes are non-transferable and there is no cash alternative. Furthermore, they cannot be used in conjunction with any other promotion code or offers, and must be redeemed by the date published, if provided. Promotion Codes are only valid on full price items and exclude sale items, gift vouchers, and special orders.
Unless advised that your offer will automatically be applied to your basket, to redeem promotion codes you must enter the Promotion Code during the checkout process when placing your order online otherwise the discount will not be applied to your order.
Charles Guitars Limited may offer from time to time Printed and Virtual Gift vouchers. Gift Cards will be e-mailed to the recipient once the full order has been processed and payment has been taken. A copy will also be sent to the sender as confirmation of dispatch.
They are valid for 12 months from date of purchase. They can be redeemed against all or specified. They are non-transferable and may not be returned or redeemed for cash.
Promotion codes cannot be applied to the purchase of Gift Cards.
If your order total is less than the value of the Gift Card, the remaining balance will be credited to your account and will be redeemed against subsequent orders. You may check your Gift Card balance online via your My Account page. If your order exceeds the value of the Gift Card and you have existing store credit on your account, this will automatically be redeemed to cover the remaining balance. All remaining balances exceeding the value of your gift credit or store credit must be paid by credit or debit card. If you return products you have purchased using a Gift Card, the remaining balance will be credited to your account as store credit and will be redeemed against subsequent orders. You may check your Store Credit balance online via your My Account page.
Each defective product under the warranty will be examined and evaluated by our technical experts. Depending on the circumstances, the product will be repaired, replaced or refunded.
Charles Guitars Limited will not repair, replace or substitute any goods, which have been in our opinion, subject to normal wear and tear, abuse, modification, attempted repair, negligence, misuse or accident.
Nothing in these Terms will limit Charles Guitar’s liability for death or personal injury resulting from our negligence or that of our employees or agents. If you are a consumer (within the meaning of the Unfair Contract Terms Act 1977) the content of these Terms will not affect your statutory rights. Where Charles Guitars provides any information in relation to the products supplied to it by a third party, Charles Guitars does not give any warranty, guarantee as to its accuracy or otherwise and shall have no liability to the customer for any losses arising as a result thereof. In the event that Charles Guitars is unable to or fails to deliver the products ordered within any time period specified, we will use reasonable endeavours to contact you in order to re-schedule the delivery time. Charles Guitars does not warrant or guarantee the delivery date specified in the Order Confirmation and shall have no liability to you for any loss, damage, costs, expenses or other claims that you may incur as a result of late delivery. Charles Guitars will not be in breach of contract as a result of any Force Majeure event. In any event, the liability of Charles Guitars for any breach or the aggregate liability for any series of breaches under or in connection with these terms shall not exceed the value of the relevant order placed by you from time to time. Charles Guitars will hold no liability for loss of profit or for any indirect, special or consequential loss of damage, costs, expenses or other claims for compensation whatsoever arising out of or in connection with the supply or non-supply of the purchased items (including any delay in supplying the items) or their use or resale by you. Other than as set out in our returns section, the entire liability of Charles Guitars arising out of any order for items from you will be limited to the total price of the items ordered by you. You must observe and comply with all applicable regulations and legislation, including all necessary customs, import or other permits to purchase items from www.charlesguitars.co.uk. The importation or exportation of Charles Guitars products may be prohibited by certain national laws. Charles Guitars makes no representation and accepts no liability in respect of the import or export of the items you purchase.
Charles Guitars do not use the information you provide on this site to learn any more about you other than what is required to fulfil your orders or offer you services such as news alerts or reminder services. Charles Guitars does not store your credit card details, nor do we share your customer details with any third parties. Any personal data gathered by us in your use of this site will be recorded electronically and only used in accordance with the UK Data Protection Act 1998.
Cookies: A cookie is a small file stored on your computer by a web site to give you a unique ID. Cookies help make it easier and faster for you to use our site because it can remember if you've visited the site, and they help us provide you with the information you need about your gift reminders or account details – when and where you need it.
A cookie generated by our site contains no information about you. It contains only a numeric ID that, for example, allows you to retrieve your account details or shopping list. The cookie lets you enter your email and password so you don't have to enter those details again, or it lets you save products to a wish list if available.
Email usage. We use your email address as a convenient way to contact you about your order or any reminder service you have. From time to time, we may update you on relevant Charles Guitars news or offers, but only with your permission. We will not pass on your details on to any other third parties. We do not store credit card details not do we share customer details with any 3rd parties.
All notices given by you to us must be given to us at info@charlesguitars.co.uk. We may give notice to you at either the email or postal address you provide to us when placing an order on the Site. Notice will be deemed received and properly served immediately when posted on our site, 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email that such email was sent to the specified email address of the addressee.
Failure or delay by us in enforcing or partially enforcing any provision of the Contract shall not be construed as a waiver of any of our rights under the Contract. Any waiver by us of any breach of, or any default under, any provision of the Contract shall not be construed as a waiver of any subsequent breach or default and shall in no way affect the other terms of the Contract.
Your use of this site and any contract between you and Charles Guitars for the sale of products shall be governed by and shall be construed in accordance with the laws of England and Wales and shall be subject to the non-exclusive jurisdiction of the Courts of England and Wales. If any provision of these terms and conditions shall be unlawful, void or for any reason unenforceable, then that provision shall be deemed severable from these terms and conditions and shall not affect the validity or enforceability of any remaining provisions. If we fail to enforce a right under these terms and conditions, that failure will not prevent us from enforcing other rights, or the same type of right on a later occasion.
All materials, including images, illustrations, designs, site layout, photographs, written and other text or script that are part of this site together with all software compilations, underlying source code and software in the site are protected by copyright, design right, and/or other worldwide intellectual property rights and are owned or controlled by or license to Charles Guitars.
The contents of the site as a whole are intended solely for personal, non-commercial use. You may download or make a single copy of the contents and other downloadable materials displayed on the site for the sole purpose of placing an order with Charles Guitars or using the site as a shopping resource. No right, title or interest in any downloaded materials or software is transferred to you as a result of any such downloading or copying. You may not reproduce (except as noted above, publish, transmit, distribute, display, modify, create derivative works from, sell or participate in any sale of, or exploit in any way, in whole or part, any of the contents, the site, or any related software without our express prior written permission.
The entire content of the Website, including all copyright, trademarks and other intellectual property rights it contains, including the use of the name Charles Guitars is the sole property of Charles Guitars or our licensors. You are permitted to copy, transmit and to use such material only for the purpose of ordering products from the Website, but you not are entitled to copy, reproduce, transmit, display in public, create derivative works from or otherwise commercially exploit such material. All intellectual property rights in the Products (subject to the rights of any third party) belong to Charles Guitars. You warrant that all customer material provided to us will not be defamatory or infringe the copyright or other rights of any third party, and you shall compensate Charles Guitars against any loss, damages, costs, expenses or other claims arising out of any such infringement.
In an attempt to provide you with increased value, we may include third party links on our site. These linked sites have separate and independent privacy policies. We therefore have no responsibility or liability for the content and activities of these linked sites. Nonetheless, we seek to protect the integrity of our site and welcome any feedback about these linked sites (including if a specific link does not work).
Our Payment Service Provider is Opayo – the largest independent payment service provider (PSP) in the UK and Ireland.
Opayo provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way.
Opayo uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
Opayo is PCI DSS (Payment Card Industry Data Security Standard) compliant to the highest level and maintains regular security audits. They are also regularly audited by the banks and banking authorities to ensure that their systems are impenetrable.
Opayo is an active member of the PCI Security Standards Council (PCI SSC) that defines card industry global regulation.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL.
So, when buying through our site, you can be sure that you are completely protected.