1. Cancelling an Order Before Dispatch

If you would like to cancel an order before it has been dispatched, please contact us as soon as possible.

You can contact us by email at info@lindoguitars.com, by telephone on 0117 3009806, or by replying to your original order confirmation email.

Our opening hours are Monday-Friday, 08:30-17:00. Please include your order number where possible.

If your order has already been dispatched, you may need to follow the returns process below.

2. 14-Day Change of Mind Returns

For most online orders, you have 14 days from the day you receive your order to tell us that you wish to cancel. You then have a further 14 days to return the item to us.

Please contact us before sending anything back so we can confirm the correct return process and return address.

The item should be returned in its original condition, with all included accessories, manuals, packaging and any free or promotional items supplied with the order.

3. How to Start a Return

To start a return, please contact us first.

Please include:

• your order number;
• your name;
• the item you would like to return;
• the reason for the return;
• photographs if the item is damaged, faulty or not as expected.

Please do not return an item without contacting us first, as this may delay processing if we cannot identify the order or reason for return.

4. Return Condition and Packaging

Returned items should be packed safely and securely.

For guitars, we strongly recommend keeping the original guitar box and packaging, as this is usually the safest way to return the instrument.

If the original packaging is no longer available, the item must still be packed properly and safely for transit.

Lindo Guitars cannot accept responsibility for damage caused by inadequate return packaging.

5. Return Shipping Costs

For change of mind returns, customers are normally responsible for return shipping costs.

We recommend using a tracked and insured delivery service, especially when returning a guitar or higher-value item.

If an item is faulty, damaged on arrival or incorrect, we will advise you on the appropriate next steps.

6. Refunds

Refunds are processed back to the original payment method.

If you cancel before dispatch, we will process the refund after confirming the cancellation.

If you return an item, we will process the refund after the returned item has been received and checked.

Where required by law, we will refund the standard outbound delivery cost paid for the order. If you selected a more expensive delivery option, we may only refund up to the cost of our standard delivery option.

We aim to process returns within 24 hours of receiving them during working hours, although payment providers may take additional time to return the funds to your account.

7. Deductions for Reduced Value

You are allowed to inspect the item as you would in a shop.

If the item has been used, damaged, altered, or handled beyond what is necessary to inspect it, we may make a reasonable deduction from the refund to reflect any reduction in value, where permitted by law.

Any free accessories, promotional items or bundled items supplied with the order must also be returned. If they are not returned, or are returned damaged, we may deduct their reasonable value from the refund where permitted by law.

8. Damaged on Delivery

If your item arrives damaged, please contact us within 24 hours of delivery where possible.

Please keep all packaging and send us clear photographs of:

• the outer box;
• the inner packaging;
• the damaged area of the item;
• any visible courier or handling damage.

This helps us investigate courier damage and arrange the most appropriate solution. This does not affect your statutory rights.

9. Faulty or Incorrect Items

Faulty, damaged, incorrect or not-as-described items are handled separately from change of mind returns.

If you believe your item is faulty, not as described, not of satisfactory quality or you have received the wrong item, please contact us as soon as possible.

We may ask for photographs, video, a description of the issue or other information to help us assess the problem.

Where appropriate, we may offer a repair, replacement, exchange or refund in accordance with your legal rights and our warranty terms.

If goods are faulty, not as described or not of satisfactory quality, you may have additional legal rights, including a short-term right to reject in certain circumstances.

10. Exchanges

If you would like to exchange an item, please contact us first.

Exchanges depend on stock availability and the condition of the returned item.

If the replacement item is more expensive, you will need to pay the difference. If it is cheaper, we will refund the difference.

11. International Returns

International customers are responsible for return shipping costs for change of mind returns.

Original delivery charges, return shipping charges, import duties, taxes, customs fees or courier handling charges may not always be refundable.

If you are returning an item from outside the UK, please contact us before sending it so we can advise on the correct process.

12. Marketplace Purchases

If you purchased through Amazon, eBay, Etsy, Reverb or another third-party platform, please start the return through that platform where required, as marketplace rules and processes may apply.

You can still contact us if you need help identifying the best route for support.

13. Customised or Personalised Items

If an item has been specially customised or personalised at your request, different cancellation rules may apply.

We will make this clear before accepting the order where relevant.

14. Keeping Packaging

We recommend keeping the original packaging for the duration of the warranty period, especially for guitars.

After this period, please recycle packaging responsibly where possible.