Cancellation policy

1. Online & Distance Orders

In accordance with the UK Consumer Contracts Regulations 2013, if you purchase an item entirely online or over the telephone, you have the statutory right to cancel your order and return it for any reason within 14 days of receiving the goods.

• How to Cancel: You must notify us in writing by email at mail@notomguitars.com within the 14-day window. A telephone call alone is not sufficient to initiate a statutory return.
  
  
• The Return Window: Once you have notified us, you have a further 7 days to physically return the item to our store.
  
  
• Return Costs & Safety: The cost and arrangement of return shipping is the sole responsibility of the customer. Because instruments are highly fragile, we strongly recommend using a premium, fully tracked, and insured courier service. NoTom Limited cannot be held responsible for items lost or damaged in transit back to us.
  
  
• Restocking Fees: In strict compliance with UK consumer law, no restocking or administration fees will ever be applied to standard online returns.
  
  
• Deductions for Value Loss: We will issue a full refund of the purchase price plus our standard outbound delivery fee. However, we reserve the right to deduct a reasonable amount from your refund if the value of the goods has been reduced due to excessive handling (e.g., play-wear, pick scratches, or damage to original cases/packaging) beyond what is strictly necessary to establish the nature and characteristics of the instrument.

2. In-Store Purchases

For items inspected, played, and purchased in person at our London premises on Denmark Street, there is no automatic statutory right to a refund for a "change of mind." However, as a gesture of goodwill, we offer the following store policy:

• 5-Day Return Window: We offer a 5-day window from the date of purchase to return an item for store credit or a direct exchange only.
  
  
• Condition Requirements: To be eligible for store credit or exchange, the instrument must be returned in the exact same condition as when purchased, with all original packaging, tags, certificates, and case contents completely intact.
  
  
• Exclusions: No credits, refunds, or exchanges can be accepted for in-store purchases after the 5-day period has elapsed. Accepted in-store returns or exchanges may be subject to a restocking fee to cover non-refundable physical payment processing fees and administrative costs.
  
  
• Please note, we reserve the right to refuse credit or exchange within the 5-day return window at our discretion. 

3. Faulty, Damaged, or Misdescribed Goods

Under the UK Consumer Rights Act 2015, you have a statutory right to a repair, replacement, or a full refund if an item is found to be faulty, unfit for purpose, or not as described.

• The 30-Day Short-Term Right to Reject: If a new or vintage instrument develops a genuine structural or electronic fault within 30 days of delivery, you have the right to a full refund. In this scenario, No.Tom Guitars will cover or reimburse the costs of the return courier shipping once the fault is verified by our workshop.
  
  
• Vintage & Pre-Owned Context: Please note that natural cosmetic weathering, nitrocellulose finish checking, minor play-wear, or typical age-related character marks described in our listings or inherent to vintage gear do not constitute "faults."
  
  
• Past 30 Days: If a fault develops after the 30-day window has closed, your instrument remains covered under the terms of our multi-year in-house workshop warranty (as outlined in Section 7 of our Terms of Service).

4. Non-Returnable & Exempt Items

Unless they are found to be structurally faulty or misdescribed, the right to cancel or return an item does not apply to:

• Special Orders: Any item that has been customized, modified, or uniquely specified to your requirements by our workshop, or non-standard inventory items that were specially ordered from a manufacturer at your explicit request.
  
  
• Hygienic Items: Products that come into contact with the mouth or ears (such as microphones, headphones, or earphones) where the protective hygienic packaging or seal has been broken.

5. How Refunds Are Processed

Once your return is received and inspected by our workshop team, we will send you an email to notify you that we have received your item.

• Approved refunds will be processed immediately.
  
  
• By law, refunds will be issued no later than 14 days after we receive the goods back (or receive verified proof that they have been sent).
  
  
• All refunds must be issued back to the original payment method used to place the order. We cannot issue refunds to alternative cards or bank accounts.

6. Contact and Return Address

Please ship all approved returns to the following address, or contact us if you need advice on how to securely pack a guitar box for courier shipment:

No.Tom Guitars
6 Denmark Street
London, WC2H 8LP
United Kingdom

Email: mail@notomguitars.com

Phone: 0207 240 7500