The following terms apply to online and distance selling purchases only.

1. Introduction
1.1 - This website is owned and operated by Steven James Guitars Ltd.
Steven James Guitars Ltd company information:

152-154 Linthorpe Road

Middlesbrough

TS1 3RB

01642 867510

Mail order 01642 242863

VAT number: 917636307

Enquiries: northeastguitar@gmail.com
Registered Office

Steven James Guitars

Michael Gale Accountants
1A Chaloner Street
Guisburgh
TS14 6QD
  
These terms and conditions apply to all users of this website/service and are upheld at all times by Steven James Guitars LTD. By using this website you agree to the terms as set out in this document, if you do not agree to any of these terms, please do not use this website.
1.2 - All goods and services are sold in accordance with the Consumer Contracts Regulations 2014. The purpose of this regulation is to ensure that the consumer is given clear and accurate information about the goods and services supplied by the retailer to help give consumers confidence when buying online.
1.3 - Use of this website constitutes acceptance of the terms and conditions laid out on this page. Steven James Guitars LTD reserves the right to amend these terms at any time, without warning. All changes will be made current on this page.
2. Purchase of Goods
2.1 - All orders made by you through www.northeastguitar.co.uk are subject to acceptance by us. In the circumstance we refuse your order, we cannot be held liable to any party.
2.2 - After submitting an order to us we will send you an order acknowledgement email with your order number and details of the goods that you have ordered. Please note this email is an automated acknowledgement and is not an acceptance of your order.
2.3 - Order acceptance and the completion of the contract between you the customer and Steven Jame Guitars LTD will take place at the point of order dispatch, unless we have notified you otherwise, or you have cancelled your order in accordance with the terms set out in Section 6 - Cancellations & Returns.
If we do not accept an order, a full refund will be processed.
2.4 - We may refuse to accept an order if we cannot obtain authorisation from the bank or suspect fraud.
2.5 - Payment must be received in full before any goods can be dispatched.
2.6 - All Prices are quoted in UK Pounds (£) or Euros and include all Taxes & VAT. All payments will be processed in the UK.
This does not affect your statutory rights.
3. Delivery of Goods
3.1 - If you order an item that is in stock before 3pm on any business day (Mon-Fri) we endeavour to have that order sent out the same business day. This means that your order should be with you in less than 24 hours for mainland UK postcodes.* This excludes Weekends, Public Holidays and Bank Holidays. For orders on a Friday, unless otherwise requested, we will send these out on the following Monday as the product would otherwise sit in the carrier warehouse over the weekend, which might not be the best ambient temperature.
*Where a professional setup is required on a guitar there might be a slight delay of 24 hours if our luthier is working to full capacity. We apologise for any inconvenience this may cause.
3.2 - In the event of any issue with your order, such as errors in the stock levels, or clerical errors in the order process, we will notify you of a new delivery date, or provide you with the option of an alternative date. Steven James Guitars LTD will not be liable to any party for items delivered outside the specified delivery estimates.
3.3 - Responsibility for ownership of the goods passes to purchaser once we have delivered them.
3.4 - Unless otherwise advised, delivery will be made by a fully-insured courier service, within normal business hours. A signature at this address will be required.
3.5 - Orders to an alternative delivery address can be processed if the customer has been authenticated using 3D authentication (i.e. Verified by Visa, Mastercard, Maestro). Steven James Guitars LTD reserves the right to deliver only to the cardholder's billing address. Orders made by American Express can only be delivered to the Customer's billing address, no exceptions will be made.
3.6 - Cost of Delivery
3.6.1 - UK Mainland Customers:
The correct shipping charges will be automatically calculated on your shopping basket.
Our free next day delivery service applies to all orders over £100 to mainland UK addresses. This offer will be automatically calculated on your shopping cart. Orders under £100 to the UK Mainland will be subject to a delivery fee of £4.95.
UK Islands Rates (including Channel Islands, Isle of Man and Scottish Islands) and Northern Ireland £20.00 - 48 hour delivery
4. Cost of Returns
4.1 - If you change your mind, you can return your purchase, subject to [Section 6. Cancellation & Returns Policy] in its original condition within 14 days to us for a full refund (minus a standard return cost via our courier service).
If you would like Steven James Guitars LTD to collect your order, our standard collection charges are shown below:
Standard Return Shipping Rates:
£20.00 - Standard collection UK Mainland
£25.00 - Scottish Highland collection
UK Islands Return Rates (including Channel Islands, Isle of Man and Scottish Islands) and Northern Ireland
£30.00 - Standard collection
5. Damaged Goods
5.1 - All orders are pre-checked and are well packaged before dispatch. However, in the event of goods arriving damaged, any shipping damage must be reported as soon as realistically possible. In this event, we will confirm the damage and if a claim is found valid, will collect the goods from you at no charge. A full replacement will be offered, or a full refund in the event that the goods are no longer in stock. We reserve the right to request additional photographic evidence in order to verify such claims.
5.2 - At the point of delivery, all goods become the responsibility of you the customer. From this point, you the customer will be responsible for the safekeeping and correct use of all goods, Steven James Guitars LTD will not be responsible for any damage or fault arising from incorrect storage or use. The validity and conditions of any refund/return will be affected by any damage considered to be caused through misuse or neglect.
5.3 - Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.
6. Cancellations & Returns
6.1 - Under the conditions outlined in the Consumer Contracts (Information, Cancellation and Additional charges) Regulations 2013 and in Section 6.2, Steven James Guitars LTD operates a 14 day cooling-off returns policy for products that are still in their original condition and packaging. This allows UK and EU customers to cancel their order up to 14 days after receipt of their goods. If you wish to cancel your order during this 14-day period, please notify us in writing by letter or by email at northeastguitar@gmail.com. A telephone call is not sufficient. An online cancellation form is available HERE.
6.2 - The right to return goods to us as mentioned in Section 6.1 does NOT apply in the following situations:
6.2.1 - Financed Goods - Goods purchased on finance can still be returned under the 14 day cooling off period, and any finance will be cancelled upon cancellation of the order. However, outside of the 14 day period any cancellation of the finance agreement must be organised with the finance company, but this does not obligate us to take back the goods. 
6.2.2 - Special Orders - Any order which has been specified or customized to the customers specifications. This also includes any item which is not typically stocked by Steven James Guitars LTD and has been ordered in at the request of the customer.
6.2.3 - Health and Safety - any product that has come in contact with a customer's ear or mouth, such as microphones, headphones, earphones or product with a mouthpiece that have been used or where the hygienic seal has been separate or broken.
6.2.4 - Software, Media and CDs - where the packaging has been unsealed (unless the product is faulty) and copyright policies apply, any product registered via digital or physical means becomes immediately exempt for any returns.
6.3 - If you wish to exercise your right to cancel this contract within the cancellation period, you should return the goods to us within a reasonable time period (normally within 14 days) and take reasonable care in doing as detailed in the Consumer Contracts Regulations 2014. The risk and cost of returning the goods to us shall be accepted by you unless you have notified us that the goods have arrived damaged or faulty (Section 5) and this has been verified by us.
6.4 - Upon cancellation of the contract we will credit your account with a full refund for the goods. Normally refunds are processed the same day if the goods haven't been dispatched or on the day of receiving the goods back, however, in any event, not later than 14 days after receipt of the cancelled goods. If you do not return the goods or do not pay the costs of delivery to us, we shall be entitled to deduct the direct cost of recovering the goods from the amount of the refund.
6.5 - If returned goods are found to be damaged through misuse or handling which goes beyond that which would reasonably be expected to inspect the goods Steven James Guitars Ltd reserves the right to offer a partial refund to account for the lost margin in resale of the item as B stock or damaged. This will be decided upon after a thorough inspection of the goods upon return, and in any event we will make all attempts to contact the customer to come to an agreement in these matters.
7. Description of Goods & Pricing
7.1 - All our prices are shown in Pounds Sterling (GBP) or Euros (EURO) and are displayed inclusive of VAT at the current rate of 20%. VAT is payable by all customers within the EU.
7.2 - Steven James Guitars LTD does not take any responsibility for any import taxes, customs charges or administration fees payable on orders made outside of the European Union zone. It is the customer's responsibility to cover all charges related to Customs and the import of goods.
7.3 - All our prices, descriptions and shipping charges are reviewed regularly and we endeavour to ensure that the prices and the information provided on our website are correct at all times. In the event of an error in the information provided by our website, Steven James Guitars LTD will notify you of this error immediately. In the event that a price or shipping charge is incorrectly displayed, Steven James Guitars LTD will offer you the product/service at the correct price, or a full refund. 
7.4 - Product images are for illustrative purposes only, Steven James Guitars LTD cannot be held responsible for differences in the manufacturer's imagery and the actual product with regards to wood grain, colouration or figuring.
8. Payment
8.1 - All credit and debit card processing is encrypted and handled securely by RBS Streamline and Sagepay. We do not see your card details at any time.
8.2 - We currently accept the following methods of payment online: VISA, VISA Debit, Mastercard, Solo, Maestro, Visa Electron, American Express and Paypal.
8.3 - All Euro amounts displayed on www.northeastguitar.co.uk are updated automatically at the start of the day and are given as a guide only and may differ from the actual amount you pay, which will appear on your bank statement given by your own Bank or Credit Card Company. We cannot accept any responsibility for loss of funds caused by currency fluctuation.
9. Warranty
9.1 - All goods are supplied with a 12 month manufacturer's warranty unless specified otherwise. All pre-owned items carry a 90-day warranty. Perishable items, such as Amplifier valves, carry a 90-day warranty.
9.2 - Any extended warranty offered by any manufacturer must be arranged by the customer. We are not responsible for organising such warranties. We can provide additional receipts upon request.
10. Site Usage / Service Access
10.1 - Although we make every effort to ensure our website is available 24 hours a day, we will not be liable if, for any reason, our website is unavailable at any time due to maintenance, system failure or conditions outside our control.
10.2 - From time to time, Steven James Guitars LTD may link to third party websites to provide the user with third party content, including but not limited to, videos from youtube, images, comments, reviews or links. Steven James Guitars LTD does not accept any liability for the suitability or incorrect use of this content and is provided solely as a guide for the customer. If you choose to view any third party content (including visit a 3rd party site or play a video) you do so at your own risk.
11. Liability
11.1 - Steven James Guitars LTD and any of employees will not be liable for any losses or damage that you suffer under the contract which were not a foreseeable consequence of breach of the contract. We are not responsible for indirect losses which were not considered at the time of the contract including, but not limited to, any loss of income or profits, loss of business or goodwill, loss of data, loss of opportunity.
11.2 - We are not liable for losses that arise in connection with this website in any way or in connection with the use, inability to use or the results of use of this website, any websites linked to this website or the material on such websites, including but not limited to loss or damage due to viruses that may infect your computer equipment, software, data or other property on account of your access to, use of, or browsing this website or your downloading of any material from this website or any websites linked to this website.
12. Data Protection
12.1 - By placing your order, you agree and understand that we may store, process and use data collected from your order process for the purposes of processing your order.
12.2 - We do not see or store your card number when you purchase online.
13. Circumstances beyond our reasonable control
13.1 - We will make every effort to perform our obligations under the Contract. However, we cannot be held responsible for delays or failure to perform if such delay or failure is caused by any circumstances beyond our reasonable control. In the event of a delay, we will perform our obligations as soon as reasonably possible.
14. Privacy Policy

What information do we collect

 

  • Information you have provided to us such as Forename, Surname, Delivery address, Billing address, Email address and Contact phone number.
  • Information relating to payment transactions processed as part of placing an order with northeastguitar such as payment provider (Visa, MasterCard, PayPal, Amazon, Bank Transfer, V12 Finance), transaction reference and status. Please note we do not store your credit card details. 
  • If you have signed up for a User Account we store your User Name and an encrypted version of your Password.
  • If you contact us (either via our Contact Us page, direct email or via post) we may keep a copy of that correspondence
  • If you have placed an order and respond to a Service or Product Review request from one of our third party providers (TrustPilot or Google Reviews) we may store your review and comments.
  • General website analytics information relating to how users arrive at our site, how long they stay on the site, pages visited, how our site search is used etc. Please review our full Cookie Policy
  • If you visit any of our retail premises your image may be recorded and stored for a short time in our CCTV system for security purposes only.

 

 

Why we collect this information and How we use it

 

We collect personal information from you so we can process orders placed and keep you updated on their progress. Only where you have given specific consent will we use any information collected to contact or update you with marketing communications relating to products or services. When you submit an order with us your personal details may be shared internally with our sales staff, customer service staff and warehouse staff and to fulfil the delivery of your order your personal details may be shared with any relevant third-party courier companies (Fedex, DPD, UK Mail, DHL or Royal Mail) or product suppliers/distributors. 

 

Where you have given consent to join our email marketing list your personal details will be shared with our third party email service provider Mailchimp. When you consent to receive email marketing from northeastguitar in the form of newsletters, product updates and information, promotional offers and discounts etc we will not share your email address with any other third parties for marketing purposes.

 

Our legal basis for collecting and processing your personal information is generally that we either have your explicit consent, that we require this information in order to perform a contract with you or that we have a legitimate business interest to do so.

 

 

How long we store the information we collect

 

We will securely store your information as long as is necessary for warranty, financial and tax storage requirements. Once we no longer have a legitimate business need to store or process your personal information we will delete or remove it at the earliest opportunity.

 

The information we collect may be stored and processed in various locations, this will not include locations outside the European Economic Area (EEA).

 

 

Who we may Share your personal information with

 

In order to fully process and deliver orders placed we will share relevant personal information with third parties where required and where opt-in consent has been given we will share relevant personal information with third parties for marketing purposes. 

 

You personal information may be shared with:

 

  • Delivery and logistics partners to facilitate the delivery of your goods.
  • Email service providers that enable us to send relevant marketing email communications.
  • Server management and data storage providers that host and manage our secure website and business software applications.
  • Payment service providers that enable payments online through our website, payment links or over the phone.
  • Suppliers and/or Distributors to facilitate direct shipment of goods from third party warehouses to customers. 

 

Any of our business partners mentioned above may have a legitimate business need to store your personal information for a period of time. We recommend that you review their privacy policies, where requested we will assist in accessing copies of any third party Privacy Policy.

 

 

Your rights under Data Protection Law

 

Under the General Data Protection Regulation (GDPR) you have the following rights as an individual:

 

  • The right to be informed - you have the right to be informed about the collection and use of your personal data, the purpose of processing your data, the retention of your data and who it may be shared with.
  • The right of access - you have the right to be told what personal data we hold about you on our database and how we process that data. You also have the right to be provided with a copy of all personal data we hold (in a format and time frame that is reasonable to request, not exceeding 1 month), we will not charge for providing this information.
  • The right to rectification - you have the right to have any inaccurate personal data rectified or completed if incomplete. 
  • The right to erasure - you have the right to have personal data erased, also known as the ‘right to be forgotten’. Where appropriate requests have been made, deletion of personal data will be processed within 1 month.
  • The right to restrict processing - you have the right to request restriction or suppression of you personal data although this only applies in certain circumstances. 
  • The right to data portability - you have the right to obtain and reuse the personal data we hold for your own purposes across different services. This would generally involve a copy or transfer of the personal data we hold in an electronic format from one IT environment to another.
  • The right to object - you have the right to object to processing based on legitimate interests or the performance of a task in the public interest/exercise of official authority (including profiling), direct marketing (including profiling) and processing for purposes of scientific/historical research and statistics.
  • Rights related to automated decision making including profiling.
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