Return Policy

RETURN POLICY

In this document we expose the return policy of Stringsfield Guitars S.L. (hereinafter, Stringsfield), which adheres to what is legally established according to current regulations, and which the customer accepts each time he makes a purchase through our website.

In the event of any possible claim, the customer must contact Stringsfield.com, always and compulsorily providing, by phone or email, their name and surname, order number and date, and invoice number. Claims made by social networks, Whatsapp or any instant messaging service, chat, Messenger, video-chat, etc. will not be addressed. In order to obtain the good service we offer, customers must communicate through the channels indicated, and always do so clearly, politely, and if it is in writing without spelling mistakes. We cannot guarantee good service if we cannot understand our customers.

The legislation offers solutions in defense of clients, and in many cases these solutions go through a long and costly process of notifications and authorizations. We have not invented the law, but we have to abide by it. However, we can make returns in a much more agile and simple way, as long as the client expressly expresses his good will and good work. For any claim, from Stringsfield we recommend that the client ALWAYS contact us by phone before starting any action, in order to be aware of his demands and advise him regarding the legislation and procedures. Otherwise, in this document, which the client has accepted at the time of finalizing the order, the procedure is exposed, in detail, to file a claim.

IN ANY CASE, the guarantee is automatically canceled when the customer handles the product on his own account and without the express consent of Stringsfield. Damage caused by improper handling of the products, even due to ignorance, as well as disassembly, replacement of parts, or handling not carried out by authorized technical services, automatically cancel the warranty and the customer, when making the purchase, must abide by the established at this point, even if I hadn't read it.

The guarantee is required provided that the damage or malfunction are manufacturing defects and are not derived from use. For this reason, in the case of some products such as strings, picks, cables, speakers and tubes of amplifiers and others that may be damaged by customer use, they are not guaranteed.

If the customer is going to manipulate any product purchased at Stringsfield, and has doubts about its use or operation, he must notify Stringsfield in a reliable and immediate manner before taking any action on his own, and from here we will give him precise instructions so that correct use without losing your warranty right. In the same way, at Stringsfield we are not responsible for any damage that the products may suffer when they have been caused by the misuse of other components not purchased at Stringsfield.

LEGISLATION

The term to make the return of purchases in Stringsfield is 30 calendar days for the vast majority of products in our catalog, except for instruments, effects and amplification, which will be 14 calendar days from delivery.

Stringsfield.com acts according to the regulatory legislation, which is made up of the following regulations:

- Law 7/1988, of April 13, on General Contracting Conditions.

- Law 7/1996, of January 15, on the Regulation of Retail Trade, Royal Legislative Decree 1/2007, of November 16, approving the Consolidated Text of the General Law for the Defense of Consumers and Users and other complementary laws, modified by Law 47/2002 for the transposition into the Spanish legal system of Directive 97/7/EC, on distance contracts, and for the adaptation of the Law to various Community Directives.

- Law 7/1998, of April 13, on General Contracting Conditions.

- Royal Decree 1906/1999, of December 17, 1999, which regulates Telephone or Electronic Contracting with general conditions.

- The Organic Law LOPDGDD 3/2018 of December 5, Protection of Personal Data and Guarantee of Digital Rights.

- Law 34/2002, of July 11, on Services of the Information Society and Electronic Commerce. - Law 23/2003, of July 10, on Guarantees in the Sale of Consumer Goods.

- Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.

- Law 3/2014, of March 27, which modifies the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16 .

TERMS

There are FOUR possible cases to return the product.

1- The product is defective in its entirety or we have sent the wrong product.

2- The product that we have sent is not the one that the client has requested, and by mistake of Stringsfield we have sent a different one, or the order is incomplete.

3- The customer has made a mistake when buying the product or has thought better of it and has decided to exchange it for another product or return it.

4- The customer does not pick up the order that has been sent to him and it is returned to our facilities, generating additional shipping costs.

1- RETURNS FOR DAMAGES

The return period for the purchase is fourteen calendar days from the date of receipt of the product. If from Stringsfield, for whatever reason, we do not provide the consumer and user with the information on the right of withdrawal, the term to withdraw from the contract will be extended up to twelve months after the expiration date of the initial period. The law also regulates the obligations assumed by both parties to the contract in the event of withdrawal, as well as the effects thereof with respect to complementary contracts. In this case, as the information is clearly contained and displayed in this section, and given that when the customer makes a purchase through the web, they are tacitly accepting these conditions, it is implicitly content that they have read the terms and conditions and that you are informed.

The postage of the returns will be assumed by Stringsfield whenever the product presents some type of damage, breakage, malfunction, etc., and is totally or partially defective. In that case, depending on the specific conditions of each situation, either Stringsfield will order a collection through a courier agency at the customer's address, or the customer will bear the shipping costs of the defective product first, and then be These expenses have been reimbursed by Stringsfield, either by reimbursing said expenses by bank transfer, or by creating a discount coupon for a future purchase. The customer may also choose to exchange the amount of shipping costs paid in advance for products, never exceeding the amount of expenses. The choice of one or another option will be agreed in each case depending on the availability of the product, dimensions, weight, state of the product, and each and every one of the specific circumstances that could surround each one of the cases.

IN ANY CASE, the guarantee is automatically canceled when the customer handles the product on his own account and without the express consent of Stringsfield. Damage caused by improper handling of the products, even due to ignorance, as well as disassembly, replacement of parts, or handling not carried out by authorized technical services, automatically cancel the warranty and the customer, when making the purchase, must abide by the established at this point, even if I hadn't read it.

The guarantee is required provided that the damage or malfunction are manufacturing defects and are not derived from use. For this reason, in the case of some products such as strings, picks, cables and others that may be damaged by customer use, they do not have a guarantee.

If the customer is going to manipulate any product purchased at Stringsfield, and has doubts about its use or operation, he must communicate it in a reliable and immediate way to Stringsfield Guitars before taking any action on his own, and from here we will give him precise instructions to that the correct use without losing its guarantee right. In the same way, at Stringsfield we are not responsible for any damage that the products may suffer when they have been caused by the misuse of other components not purchased at Stringsfield Guitars.

For shipments outside the European Union or those territories within the Spanish State that require customs services and/or tariffs such as the Canary Islands, Ceuta or Melilla, the right of withdrawal is valid, but from Stringsfield Guitars we are not responsible for taxes. or tariff charges that may arise from the return of the products. If you want to make a return from any of these territories, you are free to do so, and we will facilitate the collection of your merchandise if applicable, but all the expenses derived will be borne by the buyer and will be deducted from the amount to be paid. In all cases, the payment of the money will always be after receipt, in the same form of payment that was made, and discounting, where appropriate, the fees and charges generated by the return shipment.

DAMAGE IN TRANSPORTATION

Courier companies offer 15 days for claims for transport damage. If you detect damage to the box or packaging upon receipt, you must notify the courier so that it can be indicated on the PDA or delivery note that the product may have been damaged in transit. In such a case, you must check the merchandise and its packaging carefully and, if you find damage, you must take photographs and contact us immediately in order to start the claim process with the transport agency. Do not worry, your money is safe and if the product is damaged we will offer you a new one or a refund, but you must always contact us within 15 days of receiving the product, otherwise we will not be able to do anything .

2- RETURNS FOR INCOMPLETE ORDERS OR WITH INCIDENTS.

Although the error rate is very low, there is the possibility that incidents may occur during the process of preparing the order, manufacturing, packing and shipping. Both on the human side, in which we can make mistakes when carrying out a task, and on the technical side, which concerns computer and logistics aspects and which can be subject to failures, at Stringsfield we can make mistakes and send customers products that are not have requested. If the customer receives at home a product that he has not requested instead of another that he did buy, we assume our responsibility and commit to replacing the wrong item with the correct one in the shortest time and always at postage paid by the company. .

If you receive the wrong product, you must contact us immediately so that we can remedy the error. To do this, we recommend that you contact us by phone or email (not through Whatsapp, social networks or chat) and tell us your name, ID, order number and your incident. We will ask you to send us photographs of the product via email so that we can verify that the product you have received is not the one you requested. Once the checks have been carried out, and if we have indeed made a mistake, we will proceed to correct it. If the product that we have not sent is in stock, we will send a courier who will pick up the wrong product and deliver the correct one, at no cost to the customer. If the product that we have not sent you is not in stock, we will contact you to agree on a solution that can be from refunding the money to replacing it with another product, waiting for it to be available again, etc. In any case, the client (obviously) will not have any type of expense, and we will always try to compensate him for the inconvenience caused.

There is also the possibility that your order is incomplete, and that, due to a computer error or in the packaging and handling process, a product is not sent to the customer. In that case, the client must contact us BY PHONE, and tell us their name, ID, order number and their incidence. From Stringsfield we will proceed to send, at no cost to the customer, the product not included, as quickly as possible, provided that the product is in stock. In the event that the product is not in stock, we will contact you to agree on a solution that can range from refunding the money to replacing it with another product, waiting for it to be available again, etc. In any case, the client (obviously) will not have any type of expense, and we will always try to compensate him for the inconvenience caused.

3- RETURNS ON CUSTOMER DEMAND.

According to the law, when a customer wants to make a return due to disagreement, because he has changed his mind, because he has thought better of it and does not want it, and the reason for the return is not one of those stated in points 1 and 2, You have to exercise your RIGHT OF WITHDRAWAL in order to claim. To do this, the law stipulates a rigorous protocol to follow, which we detail below.

In the following LINK you can find the form to exercise the right of withdrawal. You must download it and read it carefully, since the incompleteness of said form would invalidate it. The client must fill it out in all the fields and attach the documents that are required in said form. Once completed, you must send it to the address that appears in the header of the form within 14 calendar days of receiving the order. The refund of the amount of the order will be made in the same way in which the payment was made. If the return of the amount is associated with any type of tax surcharge or bank commission, it will be assumed by the client, who must pay it prior to the return. If the payment was made by debit or credit card through the Stringsfield.com payment gateway, the customer must indicate in the form the details of the card and the associated bank account, in which we must make the return of the amount. To avoid any type of fraud, you must provide proof of ownership of the account, signed and stamped by the bank, and a copy of the card. Since all operations carried out with a credit or debit card are associated with a bank commission assumed by Stringsfield, the company will return the amount of their order to the customer, subtracting the bank commission applied.

There will be no right of withdrawal in the following cases:

- If the order consists of products out of stock, that are not in the catalog at the time of purchase, or that have been expressly demanded at the request of the customer and that the company has expressly requested from the distributor.

- If the product has been used, unsealed or opened by any procedure*.

- If the product is not returned in its original packaging and without the shipping packaging with which it was received*.

*For information on packaging, see the “Return Material” section.

The postage of the returns, in the event that the client has made a mistake or has simply changed his mind and wants to return it, will ALWAYS be assumed by the client. For the return of the order, the customer can choose the shipping method they want, always POSTAGE PAID. We do not collect any material postage due. If the customer changes his mind during the shipment, that is, he decides to return the order before it is received by the customer, he will be charged the outward and return shipping costs. If the customer decides to refuse the shipment, these charges will apply equally. If the material suffers any damage, the responsibility will be the client at all times. For this reason, we recommend that the client takes his time packing the package and that he hires shipping insurance, to ensure that the product does not suffer damage in transport or that, in the event that it does, the agency guarantees the reimbursement of the full value insured.

On the other hand, if shipping costs were generated when making the purchase, Stringsfield will reimburse the part corresponding to the products but not the costs derived from that shipment, which will be borne by the customer, that is, if, for example, the purchase amounts to €50 , being €40 of purchase plus €10 of shipping costs, €40 will be refunded. Important: No payment of any kind will be made until Strigsfield has verified that both the product and its packaging are in perfect condition. Excluded from the aforementioned guarantees are all those products that are not in the catalog at the time of purchase, or that have been expressly demanded at the request of the client and that the company has expressly requested from the distributor. Tubes, speakers and picks cannot be returned.

4- RETURNS FOR NOT ATTENDING THE DELIVERY

If a client does not attend the courier service up to two times, due to being absent from the address or for any other reason, and rejects the option of going to pick it up at the destination delegation and the shipment is returned, the money will be refunded. of the purchased products, but the shipping costs generated, both outward and return, will be deducted from the refund. These shipping costs will be 5 euros for each shipment, so, in case of not collecting/rejecting the shipment, the customer will be refunded the amount paid except for €10 (€5 one way + €5 return ). This will apply to shipments to the Peninsula. For the Balearic Islands and other territories that may be temporarily enabled (Canary Islands, Ceuta, Melilla), Stringsfield Guitars reserves the right to apply higher surcharges, given the shipping costs.

Higher charges may also be applied in the case of guitars or large packages, in which case the costs will be €20 onwards on the way out and the same on the way back.

If you have doubts about whether there will be someone at your home to attend to the collection, contact us and we will find the best solution so that the delivery is fast and carried out normally.

IMPORTANT: RETURNS OF FINANCED PRODUCTS

At Stringsfield Guitars we offer several forms of payment, some of them through third parties such as Sequra or Klarna. We do not finance directly because we are not a bank, what we do is offer payment facilities through third-party platforms integrated into our website. When you buy a financed product, the finance company charges you some interest, and it also charges us some commissions. If you decide to return a product, the financial company does not return the commission to us, they keep it as management expenses. For this reason, all refunds made of financed products will be paid minus a 3% surcharge, for the commissions that are deducted from us. If you decide to buy a financed product through our website, try it and then you don't like it and want to return it or you don't attend the collection and the product is returned, at Stringsfield we will refund the money minus the shipping costs and that 3% surcharge for the return commission.

NOTE FOR "SUSPECTED DAMAGED" PRODUCTS

We have detected that some customers, when they want to return a product, with the aim of not paying the return postage and the financing commission, if any, allude to the fact that the product is defective when in fact it is not. Lately we are hearing the most varied excuses to try to justify that the return is due to damage, when in reality it is at the customer's request, and when we receive the product we verify that these "alleged damages" do not exist. In such a case, at Stringsfield Guitars we reserve the right to pay the money discounting the return postage (€20) in addition to the financing commission (3% of the total amount), if applicable. For this reason, to avoid misunderstandings, we may ask the customer for videos or photos that prove said alleged damage or problems before proceeding with the return.

STEPS TO FOLLOW TO EXERCISE THE RIGHT OF WITHDRAWAL

1- The client will reliably notify his desire to exercise his right of withdrawal from the contract, being able to contact Stringsfield by phone or email, and never by Whatsapp, social networks, chat, or any telematic means other than the telephone or the mail. As a consumer or user, you must know that before the withdrawal period expires, you must reliably notify the employer of your decision to withdraw from the contract. Legally, a notification is considered when a document is sent by certified mail and with acknowledgment of receipt, although we can also admit as information of the desire to exercise the right of withdrawal an email with the client's data, name and surname, order number , invoice number and ID.

2- Then, the client must download the FORM to exercise their right of withdrawal, complete it and attach all the required documentation, and send it by CERTIFIED MAIL WITH ACKNOWLEDGMENT OF RECEIPT. In this step, no other type of communication than the one mentioned will be accepted.

3- Once the customer has exercised his right of withdrawal, within 14 calendar days from receipt of the shipment, and at Stringsfield we have received reliable notification of his desire to return the products he purchased, we will send him an authorization by email. to proceed to send the material you wish to return. After receiving this authorization, the client must send CARRIAGE PREPAID and properly packed the order received.

4- When we receive the order at Stringsfield, we will proceed to check that none of the components have been tampered with and that none of the original packaging is broken or damaged. If everything is in the same conditions in which the customer received them, we will proceed to refund the money FOR THE PRODUCT (NEVER THE SHIPPING MONEY), which will be done in the manner indicated above and on the form itself, and maximum within 30 days.

As has been repeatedly indicated in these conditions, Stringsfield reserves the right to request any type of documentation that proves the identity of the client, the ownership of his card or his bank account, purchase invoice, etc.

RETURN OF THE MATERIAL

In the case of returns due to non-conformity, the item must be in perfect condition. Torn or missing plastic, damaged original packaging, scratches or traces of dirt, lack of protective material, etc. will unfortunately cause the non-return of the product. Important: The product must be in perfect condition and in its original packaging, as well as any extra packaging and the protective padding material or any accompanying gift that would have been given to the customer, which must also be in optimal condition and unopened. original packaging. Do not affix any labels or stickers or write anything on the manufacturer's packaging. Shock sensitive items (electronics and instruments) must be shipped with extra packaging and padding on all sides. This is the only way to guarantee safety and protection against damage during transport. In general, if your return shipment is packed exactly as you received it from us, security is guaranteed. Stringsfield.com reserves the right to request the sending of photographs by email of the allegedly damaged product for confirmation and return, where appropriate, of the product or amount. The photographs must be taken with sufficient light for the verification to be effective and the number of sufficient photographs that Stringsfield.com deems appropriate to verify the damage or breakage claimed by the client must be taken. If the client refuses to send said photographs, Stringsfield.com reserves the right not to comply with the guarantee and purchase responsibilities established above.

In the event that the customer makes a return, he must inform of his desire to exercise the right of withdrawal. Without such authorization the package could be refused. Important: these observations will not apply to unsealed products, without their original packaging, with scratches, with traces of dirt, damaged, or products with torn or open packaging. In addition, any item whose serial number or warranty labels have been tampered with, removed or damaged will automatically lose the warranty and its corresponding right of return. In the event that the product is not returned in perfect condition, the exchange will be denied and the customer will have to pay the transport costs. If the returned product turns out to be working correctly and that the non-functioning has been due to a lack of user knowledge (not reading the manual, that the malfunction is from another product and not the one purchased at Stringsfield.com, etc.), the The client will have to pay the transport costs and the technician hours used by the corresponding department. Stringsfield.com will not be responsible, in any case, for the refund of the amounts for tariffs, taxes, fees and other expenses that the client has to pay in the country of destination.

The client can send us the material through the transport agency of his choice.

ORDER MODIFICATIONS

Before making a purchase, the customer must be completely sure that the items he is buying are the ones he wants, and in case of doubt, he must contact us, by email or by phone, before finalizing the purchase. Once finished, and if the order has already been processed and has left the Stringsfield facilities, the purchase process will be considered complete and the customer will not be able to make any changes. If the customer observes, immediately after making the purchase, that he has made a mistake or changes his mind, he must contact us immediately, ALWAYS BY PHONE, and notify us of the stoppage of the shipment. Then, by email, the customer must notify us in writing, with his name, document number and order number, and with a clear text and without spelling mistakes, that he wishes to cancel the shipment or, if he wishes to modify it, expressly state clear and detailed the modifications you would like to make. In this case, if the resulting amount is greater than the amount paid by the customer, Stringsfield will not send any item contained within that order until the total amount is paid, modifications included. Otherwise, and if the changes to the order mean that the final amount is less than that already paid, Stringsfield reserves the right not to pay the difference or, if it does, have a period of up to 30 days to do so. The customer may, if he wishes, exchange the remaining amount for articles until completing the amount initially paid. Stringsfield reserves the right to request the payment of additional amounts if the new products exceed the weight or dimensions of the original order, calculated through our computer system through the web.

If the order had already been picked up by the courier agency and was outside the Stringsfield facilities, as there is no room for any changes, the customer must wait to receive the merchandise and then formulate their wish to exercise the right of withdrawal, set out more up.

We insist, everything can be solved much more easily if the client is willing to communicate politely and establish a dialogue with the company's staff, for that we have two telephone lines and an email where clients can inform us of their incidents , and in which they will always try to provide the best solution.