Refund policy

Custom and Made-to-Order Items

Many of our products are made to order or customised to your specifications.

Custom or made-to-order items are not eligible for cancellation or return once production has begun, in accordance with the Consumer Contracts Regulations 2013.

This includes (but is not limited to):

Custom-built instruments
Personalised products
Special orders made to customer specifications

By placing an order for a custom or made-to-order item, you acknowledge and accept that the statutory 14-day cancellation right does not apply once production has started.

This does not affect your rights if the item is faulty or not as described.

Faulty or Incorrect Custom Items
If a custom or made-to-order item is faulty or does not match the agreed specification, your rights are protected under the Consumer Rights Act 2015.

In such cases, you are entitled to a repair, replacement, or refund as appropriate.

Standard (Non-Custom) Items
For non-custom items purchased online, you have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason.

To exercise this right, you must notify us within 14 days by contacting: info@westvalleyguitars.co.uk

If you cancel, you must return the goods within 14 days of notifying us. You are responsible for return shipping costs unless the item is faulty.

Refunds
Where a refund is due, it will be issued to the original payment method within 14 days of receiving the returned goods or proof they have been sent back, as required by law.

Contact
For questions about returns, cancellations, or custom orders, please contact: info@westvalleyguitars.co.uk