TERMS & CONDITIONS

This page explains the terms and conditions of service at Selborne Guitars. We recommend that you take a moment to familiarise yourself with them when requesting a service from us. If you have any questions about our terms and conditions, or suggestions for how we could improve them, we’d be happy to hear from you at support@selborneguitars.co.uk.

These terms and conditions may change from time to time. We recommend you check back periodically to ensure you are familiar with the most up-to-date version.

Free guidance

Selborne Guitars is happy to give free and no-obligation guidance in relation to topics including but not limited to guitar maintenance, modification, repair, intended guitar purchases and personal guitar sales. Such guidance is for informational purposes only and is not to be considered professional advice. Selborne Guitars will always strive to provide you with the most accurate and up-to-date information but accepts no liability for the results of action you choose to take as a result of any guidance we provide. Our guidance is intended to inform you of what you could do, not what you should do.

Nothing on this website, or conveyed in any other form by any Selborne Guitars employee, should be taken to be financial or legal advice.

Appointments

Please make an appointment to drop off or collect your guitar. This is to ensure that someone is here to receive you and that you don’t make a wasted journey, and also for safety reasons – we have tools and machinery on site that can be dangerous if encountered by unplanned visitors.

Establishing condition upon receipt

Upon receipt of your guitar Selborne Guitars will photograph it, including any pre-existing damage and wear and tear, as proof of the physical condition of the guitar. Please note that some aspects of the functioning of the guitar, such as its sound, cannot be captured in a photograph. The photographs Selborne Guitars takes are therefore not an exhaustive record of the condition of the guitar. All photographs will be available for you to view upon request.

Any photographs we take are our sole property and may be used, in whole or in part, on our website or in promotional material. Rest assured that, in line with our Privacy Policy, we will never publicly identify you as the owner of a guitar.

Time taken for repairs

Selborne Guitars will never rush a repair. Your instrument is unique, and the amount of time it takes to complete a repair depends entirely on what has been requested, the features and idiosyncrasies of the instrument, the time it takes to source parts, and other factors. For example, in some cases it may be necessary to source wiring schematics from manufacturers which can take time. In other cases, your instrument may have to sit while glue dries or alterations ‘settle’. The volume of repairs we have on-going may also affect how quickly we can return your guitar to you.

We will discuss turnaround time with you when you commission a service. If you have a specific deadline that you need to meet, let us know and we will try (but cannot guarantee) to meet it. Some tasks, such as re-stringing and guitar setups, will generally be completed in 2-3 days though setups take longer for guitars with Floyd Rose tremolo systems. Most jobs can be completed within a week (volume of repairs permitting), but some are more involved or require greater attention and will take longer, sometimes several weeks.

Drop-off and collection

You are responsible for dropping off your instrument at our site and collecting it once any work is completed. You can at your own risk arrange to have your guitar transported to/from us by courier, or other method, but you are responsible for any arrangements, all costs and for ensuring that the instrument is safely packaged. Selborne Guitars accepts no responsibility for any loss or damage incurred while your guitar is in transit with a third party. We strongly recommend that you drop off and pick up your guitar yourself.

Once you have been informed that your instrument is ready for collection, you have 14 days to collect it (unless we have agreed otherwise). After this time, Selborne Guitars charges a storage fee of £2 per day for each additional day that the instrument remains in our possession. Any storage fee will be added to the invoiced cost of the work completed. If you fail to collect a guitar from us, we will make reasonable attempts to contact you by telephone, by email and (if you have provided your address) by letter. If we cannot make contact with you despite reasonable efforts, and you have not collected your instrument within three months of the collection date, Selborne Guitars will dispose of the instrument as it sees fit. This may involve re-sale or donation to charity.

Prices

In some instances, Selborne Guitars charges a bench fee of £30 for examining your instrument and diagnosing any problems or areas for improvement. This fee goes towards the cost of any work if you decide to go ahead with it (and therefore is not an additional fee). If you decide not to go ahead with the work, the fee is payable by you. You will always be informed whether there is a bench fee, before we proceed with any examination or repair. The bench fee is not charged for simple jobs (such as re-stringing) that do not require an examination and diagnosis.

Repair or setup work may not be possible if we assess that the guitar has a non-functioning truss rod, a warped neck or other relevant problem or malformity. In such cases, while no further work will be completed by us, the bench fee will be payable by you for the initial assessment.

The cost of our services is subject to change in response to the cost of tools, materials and other resources, and other factors. We recommend that you always check with us when budgeting or reviewing the cost of our services.

Selborne Guitars understands that repair work is sometimes needed at the most inopportune moments financially – we are always happy to have a conversation with you about how we can maximise benefit from your budget.

Quotations

Selborne Guitars will provide you with a quotation clearly outlining the work requested or required and the cost of carrying out that work. You can choose to accept or reject this quotation. If the quotation does not meet your expectations, we encourage you to contact us to discuss this. We will always seek your agreement prior to commencing any work. Delays in you providing this agreement may cause delays in completing the work requested.

As noted above, where a process of diagnosis or assessment has been necessary a £30 bench fee will be charged and will be payable if you decide not to go ahead with any repairs.

Strings, hardware and other parts

Unless otherwise stated, the cost of strings, hardware and other parts is always charged in addition to the cost of labour. You can source, purchase and provide us with the parts yourself, or Selborne Guitars can source them for you at a surcharge of 5% the cost of the item (excluding postage).

If you are sourcing items yourself, it is always a good idea to speak to us first to ensure that the item is compatible with your instrument and/or with any modification you have requested. While we do not accept any responsibility or costs for items incorrectly purchased by you, this will not usually present a problem as most items can be returned. You are responsible for establishing any returns policy or warranty for items that you source.

Invoices and payment

Upon conclusion of repair work, or where no work will be conducted but a bench fee is payable, Selborne Guitars will issue you with an invoice outlining the work carried out and/or the fee payable. Payment must be made before or at time of collection of your instrument.

Payment is by bank transfer, debit or credit card, or by cash of the exact amount (as we do not keep cash on site and will not be able to give change). We do not accept cheques. We only accept payment in British Pounds (GBP; £).

Selborne Guitars does not offer any system of credit.

Promotional discounts

Selborne Guitars may offer discounts on particular services, products or on the volume submission of instruments. Such discounts are at our discretion, may be time-bound and can be withdrawn by us at any time.

Right to decline your custom

Selborne Guitars will always be honest with you about what repairs we can and cannot undertake. There may be some repairs and modifications for which we do not, for example, have the necessary equipment or workshop conditions. In such cases, we will inform you of this and decline to take on that particular repair/modification. We are always looking at ways of improving our service, and a service we do not offer now may become available in the future.

Safety and security

Your instrument is in safe hands. While in our custody, your guitar will be stored and worked on in a secure location accessible only to Selborne Guitars employees and protected by an alarm system. Selborne Guitars is insured by Churchill Expert.

At Selborne Guitars we understand how important your instrument is to you, and we treat all guitars with the same high level of care. We strongly recommend that you bring your guitar to us in a soft or hard case/gig bag to protect it. We cannot accept liability for any accidental damage that may befall your instrument because it lacked a protective case. In the unlikely event that any accidental damage befalls your guitar in the course of repair or modification, Selborne Guitars will seek to rectify this free of charge. We will, however, not be liable for any damage arising from the improper maintenance, storage or use of the instrument by you prior to us taking possession of it.

Donations of unwanted or damaged instruments

Selborne Guitars accepts (with prior agreement) donations of unwanted or damaged instruments, for renovation and donation to charitable causes. When you donate an instrument to us, you accept that Selborne Guitars will not pay you for the item, is at liberty to repair and modify the instrument as it sees fit, and will not charge you for any work undertaken. If there is a specific cause to which you would like to see the instrument donated, please let us know at the time that you donate the item; if not, we will select an appropriate cause on your behalf.

Warranty

Selborne Guitars warrants solely to you the client that, aside from repairs and modifications made with your consent, we will return your guitar to you in the condition in which you gave it to us.

We understand that certain changes to your guitar (e.g. truss rod adjustments) can take a period of time to ‘settle in’. During this ‘settling in’ period, further minor adjustments to your guitar may be required. This is quite normal and to be expected. With this in mind, as part of our warranty we offer one free ‘tweak’ service on work completed for a period of 14 days from the date of collection. Should you wish to utilise this free service, you are responsible for the drop-off and collection of your guitar.

Please note that we will only perform this service on work carried out by Selborne Guitars and only in relation to the last repair/modification we conducted. If any other repairs or adjustments have been made to the guitar by anyone other than Selborne Guitars since you collected it, we reserve the right to charge for any tweaks.

Website content

The following terms and conditions govern your use of this website. By using the Selborne Guitars website, you accept these terms and conditions in full. If you disagree with them, wholly or in part, you must not use this website.

Cookies

This website uses cookies. Click on these links to read our Privacy Policy and Cookie Policy.

Use of this website

Your use of any information or materials on this website is entirely at your own risk, for which Selborne Guitars shall not be liable. It is your own responsibility to ensure that any products, services or information available through this website meet your specific requirements. The use of our website is at your sole risk and you assume full responsibility for any costs associated with your use of our website. We will not be liable for any damages of any kind related to the use of our website. Nor do we accept any liability for damage suffered because this site is temporarily unavailable. Finally, Selborne Guitars is not responsible for any damages, injuries, or losses that occur while using our website, apps, products or services.

The information on this website may not always be up-to-date at the time that you read it, and is subject to change without notice. We provide no warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.

Acceptable use

You must not use this website in any way that causes, or may cause, change or damage to the website or its functionality. Nor must you use this website in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. You must not use this website to copy, store, host, transmit, send, use, publish or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit or other malicious computer software, or which is otherwise harmful or offensive in nature. You must not conduct any systematic or automated data collection activities (including scraping, data mining, data extraction and data harvesting) on or in relation to this website without the express written consent of Selborne Guitars. Nor must you use this website or any part of its content in marketing material that is not related to and produced on behalf of Selborne Guitars.

Third-party sites

Any links to third-party websites are provided for informational purposes only and Selborne Guitars is not liable for any of information contained on those websites. Links to third-party sites do not signify that Selborne Guitars endorses those websites. While we will not knowingly provide a link to a malicious site, linking to any other site is at your own risk and we will not be responsible or liable for any damages in connection with that linking.

Selborne Guitars informational material may from time to time contain affiliate links to products or services we think may be of interest to you. We earn a very small commission from any purchases you make via these links.

Intellectual property

This website contains material which is owned by Selborne Guitars. This material includes, but is not limited to, the design, layout, look, appearance, graphics, imagery and text. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions. Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence. Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

If you are unhappy with the service we have provided

We will do everything in our power to provide you with the best service possible. Upon collection of your instrument, we ask that you check that you are happy with your guitar before leaving the premises. It is your responsibility to do this. If you are unhappy for any reason, we will do our best to resolve the matter promptly.

If despite this you remain unhappy with the service you have received, repair work carried out or any other aspect of your experience with us, please contact us at support@selborneguitars.co.uk. We will seek to have a conversation with you to fully understand the nature of your complaint and, where appropriate, how we can best resolve the problem to your satisfaction. Please note that Selborne Guitars will not issue refunds.