Terms & Conditions / Returns Policy
At Freshman Guitars, we take great pride in our products, but more importantly, your custom. Below, you'll find information relating to our Sales & Returns policies/procedures and how we handle your sales information and details.
This website is owned & operated by:
Freshman Guitars (Access All Areas Distribution Ltd)
Company Registration Number: 194836
VAT Registration Number: 724256150
We accept payment by most major credit cards. Visa, MasterCard, Discover, AMEX, Diners, CUP, JCB and Maestro through our secure payment partner.
We can not warrant the suitability of goods for a particular purpose, and you should check specifications and compatibility with ourselves or manufacturers before ordering. Goods not sold on a trial basis and all goods are offered for sale subject to being unsold at time of purchase. In the event of non-availability of goods, we will contact you to arrange alternatives or a refund where applicable. All prices quoted include VAT at the current rate of 20%. All goods remain the property of Freshman Guitars (Access All Areas Ltd) until paid for in full. Prices and manufacturers specifications subject to change without notice.
Most orders are dispatched within 3 days of placing an order (purchase). (We only dispatch and deliver Monday-Friday, unless a Saturday delivery has been specified). Most orders are shipped by a national courier network and are insured against loss or damage until signed for by you. It is important to inspect the package for damage before you sign for delivery. If you find any signs of damage through transit, you must notify us immediately after unboxing. Delivery is in most cases is 3-5 business days courier (UK-Mainland Only) but please allow up 7 business working days for delivery. Some addresses on the UK Mainland may take an additional day for delivery. Our couriers will attempt 3 deliveries - after this, the package(s) will be returned to our warehouse and you will be credited for the cost of the goods but NOT the shipping charges.
All Freshman guitars come with a "1 year Warranty" - An additional Lifetime Warranty is available by registering your guitar on the Freshman Guitars website (here) within one month of purchase.
In accordance with consumer protection (Distance Selling) regulations November 2007, the consumer has 14 working days in which to cancel the contract of sale and request a full refund (does not apply to Personalised Products as sold by Freshman Guitars/Access All Areas Distribution Ltd). If you wish to cancel your order, please contact us on 01355 228 028 - (+44) if outside UK or Contact Us via this site
The goods must be returned in the same condition as were received, boxed, with all accessories. Any claims for damage, non-functionality and mis-shipping must be made within 30 days of receipt. After this date, faulty goods returned within a reasonable time will be refunded or replaced as compliant with the amended Sale of Goods Act 1979. We reserve the right to charge a restocking fee of up to 25% on goods which prove to be non-defective. You are responsible for ensuring safe delivery of the returned item. In the case of a refund (when the sale has been cancelled within 14 days) we will refund the initial carriage charge. If the customer cannot return the goods themselves, we will charge a collection fee (usually £15) .
These terms and conditions do not affect your statutory rights. All goods are sold subject to the The Sale of Goods Act 1979, the Sale and Supply of Goods Act 1994, the Unfair Contract Terms Act 1977. E&OE. and the Distance Selling Act 2007.
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Freshman Returns Policy
If you are unhappy with the goods purchased from us then you may return them to us within 14 days for a full refund. You will be responsible for the cost of returning all unwanted (non faulty) goods.
Returned goods must be unused, in a saleable condition and in their original packaging with all labels still attached. Returned unfaulty goods may be subject to a 10% re-stocking fee. This includes products that have been specially ordered for you that were not currently in stock.
In the event of any failure of any item purchased the following will apply:
If an item is faulty on delivery we will collect the broken item and send a replacement (if in stock).
Otherwise simply send the item back to us, packed to the same standard as you received it, and we will repair (or replace as appropriate) and return at no cost.
ALL returns must be authorised by email or phone by Freshman Guitars/Access All Areas Distribution Ltd before sending back to us. This is to ensure correct tracking of your goods, and any refunds or replacements that may be given. If we have arranged any uplift for ANY reason from a customer, and the customer is not at home at the agreed time, or the goods are not able to be collected due to a lack of packing then we will either charge a £15 'journey' fee (charged to us by our courier), or ask that the item be returned by the customer directly.
Please ensure that the returned items are boxed and well padded for the journey back to us. Failure to do so may result in damage to the item which we will not be held responsible for. Using an insured service is advised as we will not be held liable for transit damage.
For guidelines on packaging please see below:
If for some reason you need to send the goods back to us, here is some packing information:
Do's & Don'ts:
Use a rigid box with flaps intact.
Choose the size of the box according to its content. Under-filled boxes are likely to collapse, overloaded ones may burst.
Always use high quality materials for your package. Consider strength, cushioning, and durability.
Choose boxes made of corrugated cardboard, with good quality outer liners.
Wrap all items separately.
Put goods in the centre of a package ensuring they do not touch the sides. Your item should be well cushioned on all sides.
Make use of cushioning materials, to prevent the contents from moving.
Use strapping, when suitable, as a good way to seal and secure your box.
Use strong tape designed for shipping if strapping is not available.
When re-using a box remove all old labels including any old hazardous material indicators.
Ensure liquids are stored in leak-free containers, packed with a lightweight, strong, internal material (for example, Styrofoam) and sealed with a plastic bag. Always remember that bad packaging may cause damage to other items.
Place powders in strong plastic bags, securely sealed and then packed in a rigid box.
Use 'arrow-up' labels for non-solid materials.
Repack your items properly. Many goods are sold in the original manufacturers packaging which may not be suitable for carriage.
Protect your data discs, audio and videotapes with soft cushioning material around each item.
Complete the address label clearly and completely, using capital letters when handwriting labels to improve readability.
Place a duplicate address label inside the parcel.
Use bags made of fabric or cloth.
Consider 'Fragile' and 'Handle with care' labels as a substitute for careful packaging. They are only appropriate for information purposes.