Returns & Refund Policy

1. Online & Telephone Orders (Distance Selling)

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing online or via telephone have the right to cancel their order for any reason within 14 days of receiving the goods.

Refunds: We will issue a full refund of the purchase price to the original payment method. We will also refund the cost of our standard outbound delivery. If you chose a premium/express delivery service, we are only required to refund the amount of our least expensive standard delivery option.

Restocking Fees: In line with UK law, no restocking or administration fees will be applied to online orders returned within the statutory 14-day window.

Return Costs: The cost and risk of returning the item to No.Tom Guitars is the responsibility of the customer. We strongly recommend using a tracked and insured service.

Deductions for Use: We reserve the right to reduce the refund amount if the value of the goods has been diminished by "excessive handling" (e.g., scratches, signs of use, or damage to original packaging) beyond what is necessary to inspect the item as you would in a physical shop.

Refund Timeline: Refunds will be processed within 14 days of us receiving the goods back, or receiving evidence that the goods have been sent back.

2. In-Store Purchases

For items purchased in person at our Denmark Street premises, there is no legal right to a refund for a "change of mind." As a gesture of goodwill, we offer the following:

Store Credit/Exchange: We offer a 5-day window from the date of purchase to return an item for store credit or exchange only.

Condition: Items must be in "as new" condition with all original packaging and tags intact. No.Tom Guitars reserves the right to refuse a return if the product does not meet our condition requirements.

Fees: Any accepted in-store return or exchange is subject to a restocking fee to cover payment processing fees and administrative costs 

3. Exemptions & Special Conditions

The following items are exempt from the 14-day online return right and our in-store goodwill policy (unless they are faulty):

Special Orders: Any item specified or customised to your requirements, or items not typically stocked by No.Tom Guitars that were ordered in specifically at your request.

Health & Safety: Products that come into contact with the ear or mouth (e.g., microphones, headphones, or earphones) where the hygienic seal has been broken.

Software & Media: Any software, CDs, or digital products where the seal is broken or the product has been registered.