Refund policy

I've just placed an order but I've changed my mind/made a mistake and want to cancel, what can I do?
Don't worry, I'm here to help. If the order hasn't been dispatched yet and it's an in stock item, we will cancel and refund your order as quickly as we can. Refunds will only be processed via the same method of payment to which you used when placing your order. Very often PayPal will process a refund as an 'echeque', these can take up to 7 working days to clear to your account. All I ask is that you get in touch with me ASAP after changing your mind about an order. Because I may have already dispatched your order or have placed an order for your special made to order items.

If it is a special order item (something I have specifically ordered in for you, or has been specifically made for you), I will need to individually review the situation and asses a sufficient resolve. Under CRA, you only have a right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described. So please bare this in mind on your specifically made to order items. Some items I will be happy to keep in stock, so if I consider this to be the case on your item, I will refund and keep the item here for stock and sometimes may have to charge a handling fee if it isn't something I would normally keep in stock. This isn't always possible though, due to the nature of some custom made to order items. If it is a completely custom spec guitar, pickup or harness for example, then I'm afraid this wouldn't be possible due to the nature of the goods. But we want to make sure you're happy, that's No1 and means a lot to me. So will aim to help best we can for the given situation. Please get in touch to discuss this further and I will review the situation/item/order in particular.

If you have purchased goods in person from Home of Tone Ltd either from my office address, or from a guitar exhibition/show, and you have simply changed your mind then you have no legal rights to return for a refund as per your statutory rights. Again though, drop me a message, because if it's an item I'd be happy to have back on the shelf and it is in as new, re-salable condition then I will consider from there :)

I would like to return my item, how long do I have?
If you have received your order but want to return it, then let's go through the details as there are some different examples of why that is. There are a few reasons this might be, perhaps you have changed your mind for example. So, let's break it down. Most of this is basic Consumer law, of which I of course follow, so feel free to read the CRA or see below for a run down of some of the relevant points.

The item simply wasn't what you wanted to order/changed your mind - 
If you have simply decided the item isn't for you, and have changed your mind, then you are again entitled under the Consumer Contracts Regulations to cancel your order within 14 days of your date the item was delivered to your address, and a further 14 days to ensure the goods are returned to James' Home of Tone safely. Returning the goods is your responsibility, ensuring they return safely and the return postage costs will need to be covered by you, the consumer. If you chose to have the item signed for/delivered to a neighbor or safe place, this date applies too. I do ask as a matter of goodwill to help a very small business survive, that the item and it's original packaging, are in as new condition ready for re-sale. The Home of Tone really care about each and every product, I understand that you may change your mind after a purchase, but please do respect the goods and keep them in as new condition if this is the case. If the item upon return is deemed unfit for resale, damaged or used incorrectly causing issues, then we are in our rights to decline the return/refund. If you have an item that you'd like to return as you've changed your mind or it isn't quite suited to you, then just simply get in touch with me within 14 days of the date the goods arrived with you, and ensure the goods are returned to us within a further 14 days, I will ensure you are refunded as soon as possible. You will be refunded to cost of the goods only, not the shipping costs.
If it is over 30 days since the date the goods arrived to you, then it is legally past the consumer rights act time-frame for return of a non faulty item. In this case, do feel free to contact me and we will asses the situation. It may well be that I am in a position to have the item back for stock, if of course it is in unused, as new condition but may need to charge a re-stocking fee due to transnational costs and fees I will incur processing this. This is on my discretion so please bare this in mind and be respectful of the situation in light of being over your legal rights under distance selling rules.

Items that are exceptions to the above conditions regarding goods being returned outside of the 30 day period are -
McNelly Pickups that have been used, IE wired up, connected or soldered, to a guitar. Strings that have been strung up to a guitar, or cut. Effects pedals that have been miss-treated, damaged or incorrect power supply used causing damage, Home of Tone Wiring harnesses that have been fitted and/or soldered to a guitar. For any items like this or something you're not sure of, do please get in touch, I'll be happy to advise.

For our returns address, please contact james@homeoftone.co.uk and I will let you know straight away!

If you could pop your order number, or a reference with the parcel so we can trace who the return is from, that would be super helpful!

I think my product may be faulty, can you help?

Needless to say, I'm absolutely here to help. I'm a one-man business, and ensuring my customers are happy is my ultimate priority so please rest assured I'm here to help first and foremost, and will of course adhere to the Consumer Rights Act 2015 to ensure everything is done correctly and efficiently.

Under the Consumer Rights Act 2015, if it is within 30 days of your date of receiving the item, and the item is faulty, then your first option is that you are of entitled to return the item for a refund of the faulty goods.
If you would rather a replacement however, then I will of course honour that for you.

If it is over 30 days (but within 6 months) since your date of receiving the goods, as the retailer I will offer to repair, or replace the faulty goods.

First port of call regardless of timescale, is to please get in touch with me first and we can get straight to resolving this for yo in line with the Consumer Rights Act 2015. I'm a very small business, a one man team! and I really care about my customers. That means you won't get passed from person to person within a large customer service team. You'll only deal with me, and I'll endeavor to resolve as soon as possible for you.

Some brands I stock offer their own product warranty processes, as such I will need to liaise with them on your behalf as my responsibility as the retailer. For example, some manufacturers request that the faulty item is returned direct to them for repair/inspection, as such, I'll organise that throughout. Once the item is returned, it will be assessed and the goods will be shipped to the manufacturer for inspection and/or repair/replacement where possible. It is not always possible to provide an ETA for warranty repairs however we endeavor to obtain regular updates from the supplier, and will update you promptly.