Shipping, Returns & Refund Policy

Refund Policy

Thank you for shopping at Westcliff Strings!

We offer refund and/or exchange within the first 30 days of your purchase, if 30 days have passed since your purchase, you will not be offered a refund and/or exchange of any kind.

Eligibility for Refunds and Exchanges

Your item must be unused and in the same condition that you received it.

The item must be in the original packaging.

If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at sales@westcliffstrings.co.uk and send your item to:

Westcliff Strings
1, Leas Gardens
Westcliff on Sea
Essex
SS0 8JL
United Kingdom

Exempt Goods

The following are exempt from refunds:

Gift cards

Partial refunds are granted (if applicable)

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

If you have done all of this and you still have not received your refund yet, please contact us at sales@westcliffstrings.co.uk or Whatsapp text message at +44(0)7545516289

Shipping

Please do not send the product back to the manufacturer. It must be sent to the following Address :

Westcliff Strings
1, Leas Gardens
Westcliff on Sea
Essex
SS0 8JL
United Kingdom

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable! If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please understand, we cannot guarantee that we will receive your returned item. That is the responsibility of your chosen mailing company.

The majority of our web sales are smooth and without issues. However, there may be exceptional circumstances where items need to be returned to us. Here we spell out the main reasons for returns, although we acknowledge that that these reasons are not exhaustive.

If You Have Changed Your Mind
If you have changed your mind and you are a private customer (not applicable to business customers), AND the goods have not been in your possession for over 10 days, then you are entitled to return the goods to us for a full refund on condition that you take reasonable care of the goods until they are returned to us. In particular this means that you will:
– return the goods in a condition that would enable westcliffstrings.co.uk to resell them as new
Please note that the cost of returning these items is the responsibility of the customer.

Goods Faulty on Arrival
If you are reporting faulty goods within 28 days of receipt  and when the goods are returned to us complete, we’ll issue a full refund to you via your original payment method, less any transaction charges levied upon us by the credit card companies.

Goods Damaged in Transit
If your goods were damaged in transit, we request that you report it to us within 2 days. If goods are visibly damaged on receipt, its best to sign the delivery note accordingly. Once the damaged goods have been returned and received back into our warehouse, we’ll issue a full refund to you via your original payment method.

Goods Faulty in Warranty Period
If you are reporting faulty goods after 28 days of receipt then provided your product is within its warranty period, you are entitled to a warranty repair. In some cases, manufacturers provide a special full on-site service and or telephone help facilities for your convenience which of course, we recommend you utilise in order to correct the fault quickly. This does not affect your rights to claim against us under the Sales of Goods Act (as amended) if the goods do not conform to the contract and the manufacturer does not repair or replace the goods or offer you an alternative remedy. In all cases we have the right to be allowed to inspect the item(s) to verify the fault as manufacturers will charge us if no fault is found.

Please contact us by  email to give detail of the problem. You will be issued with a RMA number. Without this RMA number you will not be able to return any item. If you do so, the return will not be dealt with. So please contact us first. If the return is agreed by us then you will need to put the RMA number (that we will give you) clearly marked on the outside of the parcel and on a note inside the parcel. This helps us deal with returns more effectively and efficiently.