Refund policy

Return & Refund Policy

At Sosbro Guitar Co., we specialise in sourcing, inspecting, and preparing quality pre-owned and vintage guitars, basses, and equipment. Every instrument is thoroughly checked, accurately described, and professionally set up prior to listing.

We want you to be completely confident in your purchase. This policy outlines our procedures for returns and refunds.

1. 14-Day Right to Cancel (Distance Selling / Change of Mind)

If you purchase online or over the phone, you have the right to cancel your order and request a return within 14 calendar days.

  • Cancellation Window: You must notify us of your intent to cancel/return the item within 14 calendar days starting the day after you (or a designated third party) take physical possession of the goods.
  • Return Window: Once you have notified us, you have a further 14 calendar days to ship the item back to us.

Collection / In-Person Purchases: Items purchased in person or inspected on-site before purchase are not subject to the 14-day distance selling right of cancellation.

2. Condition of Returned Items, Re-Inspection & Restocking Fee

To qualify for a refund under a change-of-mind return, goods must be returned in the same condition as delivered:

  • Condition: Items must be returned in the exact condition they were delivered, with no new cosmetic wear, scratches, structural changes, or electrical modifications.
  • Included Items: All original hard cases, gig bags, certificates of authenticity (COA), hangtags, tools, and accessories must be returned complete and undamaged.
  • Restocking & Workshop Re-Inspection Fee: All change-of-mind returns are subject to a £50 restocking and technical workshop fee. This covers the cost of a full physical, bench, and electrical inspection, testing, and a complete instrument re-setup upon return. This fee will be deducted from your final refund amount.

3. Pre-Owned & Vintage Instrument Characteristics

All items sold by Sosbro Guitar Co. are second-hand unless explicitly marked as new.

  • Cosmetic aging, finish checking, minor play wear, and light fret wear are natural characteristics of pre-owned and vintage instruments.
  • Detailed photographs and clear descriptions outlining the specific cosmetic and functional condition are provided for every listing.
  • Age-appropriate wear or cosmetic characteristics disclosed in the listing prior to purchase do not constitute a fault or misrepresentation.

4. Return Shipping & Handling (Change of Mind)

  • Return Shipping Costs: For standard change-of-mind returns, the customer is responsible for paying all direct return shipping costs.
  • Packaging: High-value musical instruments require careful handling. Returned items must be securely packaged in suitable guitar packaging (preferably the box and protective materials provided upon original delivery).
  • Tracked & Insured Courier: You must send returns via a fully tracked and insured courier service covering the full value of the instrument. Sosbro Guitar Co. cannot be held liable for items lost or damaged in transit during a customer-arranged return.

5. Faulty, Misdescribed, or Transit-Damaged Items

If your item arrives faulty, damaged in transit, or materially different from the listing description:

  • Reporting Window: Please inspect your package upon delivery and notify us immediately (within 48 hours) so we can log claims with the courier. Please retain all outer packaging and take photographic evidence of the damage immediately.
  • Resolution: If an item is verified as faulty, misdescribed, or damaged in transit, Sosbro Guitar Co. will arrange and pay for the return shipping/collection, or reimburse reasonable tracked return shipping costs. Once received and verified, you will receive a full repair or full refund (exempt from restocking fees).

6. Refunds & Timelines

  • Deductions & Outgoing Delivery Fees: For change-of-mind returns, all original shipping costs are non-refundable, and the £50 restocking fee will be deducted from the total refund amount.
  • Processing Time: Refunds will be issued within 14 calendar days of receiving the returned goods back, following our full technical workshop inspection.
  • Refund Method: Refunds will be issued back to the original payment method used at checkout (e.g., credit card, debit card, or PayPal).

7. How to Initiate a Return

To request a return or report an issue, please contact us prior to shipping any item back:

  • Email: ben@sosbroguitarco.com
  • Phone / WhatsApp: +44 (0) 7707 936 091
  • Return Address: Sosbro Guitar Co., 27 Haggerston Road, Borehamwood, WD6 4BU, United Kingdom

Please wait for our written return confirmation and instructions before shipping any item.