Policies & Ordering
We accept all major credit cards directly for phone, email orders and in store purchases.
Secure on line payments can also be made through our website using PayPal as well as SagePay for credit and debit card transactions.
We also accept personal cheques but there may be a delay in shipping your guitar while your cheque clears with our bank.
For international purchases, we encourage a BACS bank transfer to our Coutts account. Bank account details will be sent on request.
We are able to take payments in UK Pounds Sterling, US Dollars and Euros.
Please note that, for international shipments, the buyer is liable for any import duties or local sales taxes due to get the guitar into the destination country.
For any further information on payments please contact us.
SHIPPING & RETURNS:
Each order will be expertly packaged to the highest standards and shipped via DHL Express.
Upon receiving your instrument, please inspect it to ensure that the condition of the item is as described in your communication with us.
Please contact us immediately via phone or email if you find any damage to the case or instrument that wasn’t previously disclosed at the time of purchase.
All orders over £2,000 include free shipping and free return shipping with a five-day appraisal period. This enables you to comfortably evaluate your purchase in the first five days and determine if it’s right for you, safe in the knowledge that the return shipping will be paid by us should you decide to return your order.
Under the Consumer Contracts Regulations 2014, a customer is allowed to return an item if they simply change their mind. A customer has the right to cancel at any time from the moment they place their online order, and up to 14 days from the day they receive the goods. The customer then has a further 14 days from the date they notify the retailer of their cancellation to return the goods. If the customer notifies us of their intention to return the order after the first five days of ownership, then the risk and cost to return the order is the full responsibility of the customer.
If you decide to return the instrument, you must notify us via phone or email no later than 14 days after delivery. We will then issue a Return Authorisation. We will not accept any returned items that do not have a previously arranged Return Authorisation.
When sending the instrument back to us, please ensure it is packed to the same standards in which it was received, using all supplied packaging. Once the instrument arrives back to us, we will inspect it to ensure it is still in the same condition in which it left our showroom. Once this inspection has taken place, The North American Guitar will issue a refund for the full purchase amount within 14 days.
If, upon inspection, a guitar is not returned in the same condition it was sent to you in, a restocking fee may be deducted from the refund issued.
On Incoming Stock:
All deposits paid on an incoming 'stock' instrument are fully refundable at any stage.
If the full balance of the purchase has been paid in advance of the incoming stock the full refund is only available once the incoming stock sells.
On Bespoke Orders:
All 'TNAG Bespoke' deposit payments come with a 5-day cooling-off period prior to the order being locked into the luthier's schedule. Once the 5-day period has passed and the guitar specifications are locked into the luthiers build schedule, the deposit becomes non-refundable.
In the event that you need to cancel a bespoke order, the deposit paid will not be refunded.
If the full balance has been paid in advance of the commissioned order being cancelled, a refund for the balance less the 35% deposit paid will be returned once the guitar sells.
For Faulty Goods:
Under the Consumer Rights Act 2015, a customer has an early right to reject goods that are unsatisfactory quality, unfit for purpose or not as described, and get a full refund. This right is limited to 30 days from the date the customer took ownership of the goods. If an item is faulty and needs to be returned, the customer does not need to pay postage costs for the return of the faulty item. If a customer is asked to return an item that arrived damaged, not as described or faulty, the retailer should refund the total cost of the return.
Information on current regulation can be found here https://www.which.co.uk/consumer-rights/l/returns-and-refunds
The North American Guitar is very careful with any information you provide to us.
We do not sell or share the information we collect to anyone.
We do use this information to provide you with a better service, internal record keeping, to communicate with you by email / telephone or post if you have ordered or purchased products from us, to share information about new products, services and events that may be of interest to you.