Terms of service

Last Updated: June 2026

1. Introduction

1.1 - This website is owned and operated by NoTom Limited, a company registered in England at Devonshire House, Manor Way, Borehamwood WD6 1QQ.

Company Registration Number: 08181337

VAT Registration Number: 142714726

These terms and conditions apply to all users of this website and our services (referred to as "you" or "the customer"), and are upheld at all times by NoTom Limited (referred to as "we", "us", or "No.Tom Guitars"). By using this website, you agree to the terms as set out in this document. If you do not agree to any of these terms, please do not use this website.

1.2 - All goods and services are sold in accordance with the UK Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

1.3 - Use of this website constitutes acceptance of the terms and conditions laid down on this page. NoTom Limited reserves the right to amend these terms at any time without prior warning. All changes will be made current on this page.

2. Purchase of Goods

2.1 - All orders made by you through www.notomguitars.com (or any other parent/redirect URL owned by us) are subject to acceptance by us. In the circumstance that we must refuse or cancel your order (e.g., due to stock errors or an item selling concurrently in our brick-and-mortar shop), we will issue a immediate full refund, and we cannot be held liable to any party for further damages.

2.2 - After submitting an online or telephone order, we will send you an automated order acknowledgement email detailing the goods requested. Please note this email is an acknowledgement of receipt and does not constitute final acceptance of your order.

2.3 - Order acceptance and the legal completion of the contract between you and NoTom Limited takes place at the point of order dispatch, unless we have notified you otherwise, or you have cancelled your order in accordance with Section 4.

3. Delivery of Goods

3.1 - If you order an in-stock item before 12:00 PM on a business day (Monday–Friday), we will endeavour to dispatch that order the same business day for premium, next-business-day delivery to mainland UK postcodes. Saturday delivery is available at an extra cost upon request. Delivery estimates exclude weekends, bank holidays, and public holidays.

3.2 - For orders of excessive size, weight, or exceptional value (including rare vintage instruments), additional processing or courier logistics may be required. We will notify you of any adjustments. NoTom Limited cannot be held responsible for courier delays outside our reasonable control.

3.3 - Standard UK shipments are dispatched via tracked express courier services or Royal Mail for smaller items. Non-domestic/international orders are dispatched via global couriers (including DHL, UPS, and FedEx).

3.4 - To protect against fraud, orders shipped to an alternative delivery address can only be processed if the customer has been successfully authenticated using 3D secure authentication (e.g., Verified by Visa, Mastercard Identity Check). NoTom Limited reserves the right to deliver only to the cardholder's verified billing address.

3.5 - Shipping Costs:

3.5.1 - Correct shipping charges are automatically calculated at checkout based on location.

3.5.2 - In the rare event of a clerical error or undercharged shipping costs for extreme weight items, we will contact you before dispatch. At this stage, if the adjusted cost is unsatisfactory, you may request a full refund. We reserve the right to charge additional carriage costs if a shipment is returned to us due to customer refusal or failure to arrange delivery at your specified address.

3.6 - Damaged Shipments:

3.6.1 - All instruments are structurally pre-checked, set up, and professionally packaged before leaving our premises. Any damage sustained in transit should be reported to us within 24 hours of receipt wherever possible, so that we may lodge a claim with our courier. We reserve the right to request photographic or video evidence to verify transit damage. This notification timeframe does not impact your statutory rights.

3.6.2 - Upon successful delivery, goods become the physical responsibility of the customer. NoTom Limited cannot be held responsible for subsequent faults or finish damage arising from incorrect storage, environmental neglect (e.g., extreme humidity or temperature changes), or misuse.

4. Cancellations, Returns & Refunds

4.1 - Online and Distance Orders Only: In accordance with the Consumer Contracts Regulations 2013, for items purchased entirely online or via telephone, you have a statutory right to cancel your order and return your purchase for any reason within 14 days of receiving the goods.

  • We will issue a full refund of the purchase price plus our standard outbound delivery fee. If you chose a premium or express shipping tier, we are only required to refund the amount of our lowest-priced standard delivery service.
  • The cost and security of returning the item to No.Tom Guitars is the sole responsibility of the customer. We strongly advise using an insured, fully tracked service, as we cannot be held liable for items lost or damaged in transit back to us.
  • In line with UK law, no restocking or administration fees will ever be applied to standard online returns.
  • We reserve the right to deduct a reasonable amount from the final refund if the value of the goods has been diminished as a result of excessive handling (e.g., scratches, play-wear, or damage to original packaging) beyond what is strictly necessary to establish the nature and characteristics of the goods as you would within a physical shop.

4.2 - In-Store Purchases: For items inspected and purchased in person at our Denmark Street location, there is no statutory legal right to a refund for a "change of mind." However, as a gesture of goodwill:

  • We offer a 5-day window from the date of purchase to return an item for store credit or direct exchange only, provided the instrument is returned in the exact same condition as when purchased, with all original packaging, tags, and case candy intact.
  • No credits or exchanges will be accepted for in-store purchases after this 5-day period has elapsed. Any accepted in-store return/exchange may be subject to a restocking fee to cover non-refundable payment processing fees and administrative costs.
  • We reserve the right to refuse store credit or exchange for in-store purchases within the 5-day period. 

4.3 - Exemptions from the Right to Cancel: The right to return goods (unless structurally faulty or misdescribed) does NOT apply to:

  • Special or custom orders specified, modified, or uniquely customized to your requirements, or items not typically stocked by us that were specially ordered in at your explicit request.
  • Perishable or hygienic items where a protective seal has been broken (e.g., earphones, headphones, microphones, cleaning products).
  • Software or media where the software packaging or seal has been unsealed.

4.4 - Faulty or Misdescribed Goods: Under the Consumer Rights Act 2015, you have a statutory right to reject goods that are of unsatisfactory quality, unfit for purpose, or not as described for a full refund up to 30 days from delivery. If a vintage or used item develops a structural fault within this window, we will cover the return shipping costs upon verification. For issues arising past 30 days, goods fall under our extended workshop warranty provisions (Section 7).

4.5 - Refund Timeline: Approved refunds are processed promptly, and no later than 14 days after we receive the returned goods back, or receive verified evidence that the goods have been sent back to us. Refunds will be issued back via the original payment method used.

5. Description of Goods, Pricing & Taxes

5.1 - All prices on our website are shown in Pounds Sterling (GBP). Where applicable to the item, prices are displayed inclusive of UK VAT at the current statutory rate.

UK Sales: UK VAT applies to all (applicable) items shipped within the United Kingdom.

  • International Sales (including the EU): Following the UK’s departure from the European Union, orders shipped to international destinations and EU member states are processed excluding UK VAT.
  • Please note, UK VAT is not applicable to used goods (vintage & used guitars, effects, etc.)

5.2 - For all international and EU shipments, NoTom Limited does not take responsibility for local import taxes, customs clearances, VAT, or local courier administration fees. All international import tariffs and customs duties are the sole legal responsibility of the customer. We strongly encourage international buyers to verify import costs with their local authorities prior to purchase.

5.3 - We review our web pricing and stock descriptions regularly. In the rare event of a severe typographical error or pricing miscalculation on our website, we are under no legal obligation to honour an incorrect price. We will notify you immediately to offer the product at the correct price or provide a full cancellation and refund.

5.4 - Product images are taken in-house to accurately reflect individual pieces, but they remain illustrative of appearance under studio lighting conditions.

6. Payment

6.1 - All online credit and debit card processing is fully encrypted, tokenised, and handled securely through our PCI-compliant payment gateways, including Elavon and Shopify Payments. NoTom Limited does not see, log, or store your raw card details at any time.

6.2 - We currently accept payment via PayPal, Apple Pay, Shop Pay, Visa, Mastercard, Maestro, American Express, and direct Bank Transfer (Wire Transfer) in GBP.

6.3 - Any foreign currency readouts (e.g., Euros or US Dollars) displayed on the website are provided as an approximation or guide only. The final amount charged will be processed in GBP, and your financial institution will apply their own live conversion rates and cross-border fees. We cannot accept liability for funds lost due to currency fluctuations.

7. Warranty & The Workshop

7.1 - Every instrument (whether brand new, pre-owned, or vintage) purchased from NoTom Limited is covered by our extended in-house workshop warranty framework, unless expressly marked or sold "as-is" at the point of sale. The standard duration of this structural coverage is tied directly to the purchase tier:

  • Instruments purchased up to the value of £1,000.00 include a 1-Year Warranty.
  • Instruments purchased from £1,000.01 and above include a 2-Year Warranty.

7.2 - Customers retain the contractual option to purchase up to a maximum of 5 years of total warranty coverage at the point of sale, priced at 9.5% of the instrument's purchase price per additional year (capped at a maximum cost of £450).

7.3 - Warranty Coverage Limits: Our warranty covers structural, hardware, and electronic component failures. It does not cover damage or failure due to user, the raw cost of elective modification parts you wish to add, nor does it cover the courier shipping costs to transport the instrument to or from our London workshop. 

7.4 - Perishables & Amplifiers:

  • Consumable components subject to natural operational decay, such as amplifier vacuum tubes (valves), carry a limited 90-Day Warranty.
  • Strings, fret wear, nuts, bridge saddles, and standard cosmetic finish checking/weather-cracking on vintage nitrocellulose finishes are natural traits of use and are explicitly excluded from warranty claims.
  • Pre-owned amplifiers and effects pedals carry a 3-month Warranty unless sold brand new, in which case the extended manufacturer's warranty takes precedence.

7.5 - Voiding of Warranty: Warranty coverage will be immediately rendered void under the following conditions:

  • Damage resulting from accidents, drops, environmental neglect, or structural distress caused by inadequate humidity control or extreme temperature exposure.
  • Unauthorised alterations, structural modifications, or internal circuit alterations carried out by any third party or luthier other than our authorised in-house workshop team.

All claims are subject to physical evaluation by our luthier team, whose assessment regarding the core cause of a component failure is final.

8. Site Usage & Access

8.1 - While we take steps to ensure our website is operational 24 hours a day, we will not be held liable if our service becomes temporarily unavailable due to server maintenance, platform downtime, or factors outside our technical control.

8.2 - The deployment of automated or manual price-scanning scrapers, data-mining tools, or bots on this website for the purpose of commercial price scanning is strictly forbidden without the prior written consent of NoTom Limited.

9. Copyright & Intellectual Property

9.1 - You may download, view, or print pages from this site for personal, non-commercial use only. The copyright and intellectual property rights for all content on this website—including web layouts, code, custom graphics, descriptions, and our in-house photography of vintage instruments—belong exclusively to NoTom Limited or our licensors.

9.2 - Product photos taken by NoTom Limited cannot be copied, repurposed, or hosted on third-party resale platforms or marketplaces without our express written consent.

10. Limitation of Liability

10.1 - NoTom Limited, its directors, employees, or shareholders will not be liable for any financial losses, loss of business, loss of revenue, loss of opportunity, loss of goodwill, or indirect consequential losses that were not reasonably foreseeable to both parties at the time the sales contract was formed.

10.2 - Nothing in these Terms of Service seeks to limit or exclude our liability for death or personal injury caused by our negligence, fraud, or any other liability which cannot be lawfully limited or excluded under the laws of England and Wales.

11. Data Protection & Privacy

11.1 - We care about your data privacy. We collect, store, and process your personal data strictly in alignment with the UK General Data Protection Regulation (UK GDPR) and our comprehensive Privacy Policy, which can be viewed directly here: https://notomguitars.com/pages/privacy-policy

12. Governing Law & Jurisdiction

12.1 - These terms of service, the contract of sale, and any legal disputes or claims arising out of or in connection with them shall be governed exclusively by, and construed in accordance with, the laws of England and Wales. Both parties agree to submit entirely to the exclusive jurisdiction of the courts of England and Wales.