Payments

We use the secure payment system SagePay (formerly Protx) for all online payments. We accept Visa and Mastercard and Maestro. Please note that your credit card details are not held on our website. We are happy to take telephone orders if you can quote the item and item number. We do not charge for any item until it is shipped to you. Backordered items are not charged until they are shipped.

Deliveries

If an item displays the message "In Stock - 24hr Delivery" the following applies.
This item is currently in stock. Orders that are placed before 10am will be shipped the same working day for delivery the following working day. eg, goods ordered by 10am on a Friday will be delivered on the following Monday. Goods ordered after 10am on a Friday & up to 10am on the Monday will be delivered on the Tuesday. Please note that working days do not include weekends or bank holidays. Any orders received after 10am will be delivered within 48 hours. If there are any problems meeting these delivery deadlines we will let you know by email within 5 working hours of reciept of your order.

Once despatched your order is fully insured against loss or damage whilst in transit.

Delivery Costs

Chandler Guitars only use a nationwide next day courier service for delivering customer orders. The standard cost for next day delivery is £10.00 for small sized items (such as pedals etc), and £15 for larger items (such as guitars, amps etc), heavy items (eg amplifiers over 20kg will need a specific quote by calling 0208 940 5874) We always aim to get the best service at the best price and pass that on to you. Delivery costs will be added to your bill when you get to the shopping cart phase. Please inform us in advance if your address is on a first floor or higher, as our normal courier service may not be able to deliver heavy items to these types of addresses. Please also note that our standard delivery service does not include any set up of the equipment once it has been delivered. If you have any questions about delivery, please call us on 020 8940 5874. When we deliver using our courier service we do expect you to be available to receive the items, if you are not available and the items have to be redelivered there may be extra costs incurred.

Back Orders

If your item is not in stock, we will back order for you. You will always be given the option to cancel your order if you would rather not wait.

Tax

All prices shown include VAT at 15.0%

Warranties

New items come with a minimum 12 month warranty against manufacturer defect. Some manufacturers offer extended warranties - details of these extended warranties will come with the product & you may be required to register the product direct with the manufacturer in order for the extended warranty period to apply. Second-hand items come with a 3 month parts & labour warranty.

Faulty Goods

Faulty goods, where the fault is due to manufacturing defect, will be exchanged or refunded where possible within the first 30 days of purchase. After that time and for the remainder of the warranty period, faulty goods must be returned to Chandler Guitars & will be repaired & returned to the customer. If the original packaging has been retained then Chandler Guitars can offer a free collection service for faulty goods that need to be returned. If you do not keep the original packaging then it is the customers responsibility to package & return the goods to Chandler Guitars at their own cost & liability. Once repaired, goods will be returned to the customers UK address at no charge. Persistently faulty goods may be exchanged or refunded at the Manager's discretion. Faults due to misuse are not covered by any warranty.

Damaged Goods

Damaged goods must be reported to Chandler Guitars within 48 hours of purchase/delivery of the goods. If the package appears to be damaged on delivery, please write the word "Damaged" when you are asked to sign for the delivery.

Privacy Policy

Chandler Guitars do not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option.

Refunds

Goods may be returned to Chandler Guitars up to 7 days after the date of purchase for a full refund provided that:

• The goods are returned in the same condition they were sold, including all original packaging materials.
• The goods are a normal stock item and have not been specially ordered at the customer's request.
• Proof of purchase can be established.

Exceptions to this refund policy apply to:

• Products where a licence agreement is included with the product (ie software and sample CDs). In the case of such products a refund can only be offered if the product packaging has not been opened or tampered with in any way.
• Books and videos

Exchanges

Goods may be returned to Chandler Guitars up to 14 days after purchase for a full exchange provided that:

• The goods are returned in the same condition they were sold, including all original packaging materials.
• The goods are a normal stock item and have not been specially ordered at the customer's request.
• Proof of purchase can be established.

Exceptions to this exchange policy apply to:

• Products where a licence agreement is included with the product (ie software and sample CDs). In the case of such products an exchange can only be offered if the product packaging has not been opened or tampered with in any way.
• Books and videos

Delivery charges for returned goods

Please note that delivery and collection charges will not be refunded if you decide to return a product for any reason other than it being faulty.