Consumer terms

About us 

www.sheeranguitars.com is a website (the “Website”) operated by George Lowden Guitars Limited, a private limited company registered in Northern Ireland with company number NI054467 whose registered office is 114 Saintfield Road, Ballynahinch, Saintfield, Down, BT24 7JS (“Lowden Guitars”, “we”, “us”, “our”). 

How to contact us 

You can contact us via LiveChat on this website, by sending an email to hello@lowdenguitars.com or calling us on +44 (0)2844 619161 

These terms 

Any reference to ‘we’, ‘us’ or ‘our’ in these terms is to Lowden Guitars, and any reference to ‘you’ or ‘your’ is to the person placing an order on our website. 

We may make changes to these terms at any time. However, the terms which apply to your order will be those in force at the time you submitted your order to us. 

Please print out or save a copy of these terms and any emails from us for your records, as we will not save or file a copy for you. These terms are only available in English. 

Your use of our website is governed by our Website Terms of Use. 

Orders 

Please check your order carefully and correct any errors before you submit it to us. 

You must be at least 18 years of age to place an order on our website. 

After you place your order, we will send you an acknowledgment email to let you know that we have received your order. This does not mean that your order has been accepted by us. Your order is an offer to buy goods, services or digital content from us on these terms. 

Acceptance of your order or pre-order by us takes place when we send you an order confirmation email. 

If we do not accept your order, for example because we are unable to take payment, what you’ve ordered is unavailable, you are under 18, or there has been a mistake regarding the pricing or description of the goods, services or digital content, we will email you using the details you provided when you placed your order. We have the right to reject any order for any reason. 

If we are making any bespoke or personalised goods for you which are based on measurements or other information you provide to us, you are responsible for ensuring that the information is correct.  We cannot accept responsibility for incorrect information provided to us. 

Pre-released orders (“Pre-orders”) are orders for products (“Products”) that are not yet available for general sale.   

In order to place a Pre-order you will need to provide certain information, including but not limited to your name, address and billing information. It is your responsibility to make sure this information is accurate and up to date. If we do not have accurate information we will not be able to inform you when the product is available and the balance of your Pre-order is available to be settled or refund any Pre-order payments, if applicable. 

Pre-order Payments do not guarantee availability of the Product but represent your offer (“Offer”) to buy the Product when it is available/generally released for sale. We reserve the right not to accept your Offer if you do not meet any relevant eligibility criteria or full payment has not been received. Your Offer will be fulfilled by us or an authorised partner and is only accepted once payment has been received in full and the Pre-ordered product is despatched from us or an authorised partner.  

When you place a Pre-order you will either need to pay the full upfront price of the Product or you may be asked to pay a deposit (“Pre-order Payment”). Your full balance must be settled with us or directly with our authorised partner before dispatch of the product. You may cancel your Pre-order and get a full refund of your Pre-order Payments at any time before the Product has been despatched.  

Availability 

All orders are subject to availability. 

We cannot guarantee that any goods, services or digital content will be available at any given time. We also cannot guarantee that access to services or digital content will be uninterrupted, error free or secure. For example, access to digital content may be temporarily unavailable while we carry out maintenance or for other technical reasons. 

In certain circumstances beyond our reasonable control, for example where there has been a change in law, we may need to stop supplying certain goods, services or digital content. If this happens and it affects your order, we will notify you by email, cancel your order and: 

in respect of any affected services, provide you with a refund of any advance payments made by you for any affected services that have not yet been provided; and 

in respect of any affected goods or digital content, provide you with a full refund (including any delivery costs collected, if applicable). 

Making changes to your order If you would like to make any changes to your order after you have submitted it, please contact us as soon as possible and we will let you know if it is possible to change your order. 

Descriptions 

Descriptions of our goods, services and digital content are set out on our website. Please read the descriptions carefully. 

Any pictures and images provided on the website, including of packaging, are for illustration purposes only. Your goods and their packaging may vary slightly from those pictures or images. 

We cannot guarantee that the colours displayed on your product will match exactly the appearance of your goods. The colours of the goods displayed on our website may vary depending on what device you are using and your settings. 

All weights, sizes and measurements set out on our website are as accurate as possible but there may be a small tolerance of up to [2]%. 

Delivery of goods 

We will deliver your goods to the address specified by you when you placed your order. 

If no one is available to take delivery, we will follow the delivery instructions you provided to us or in the absence of instructions leave it in a specified safe location, deliver it to a neighbour or nearby business, or reattempt delivery. If a further delivery attempt is unsuccessful OR we are unable to follow your delivery instructions, we will notify you by email, cancel your order and refund you the price of the goods (but not the delivery charge). 

Please examine the goods as soon as reasonably possible after delivery and notify us of any fault or damage as soon as reasonably possible. 

Once your order has been delivered to your address or elsewhere in accordance with the delivery instructions you provided to us, the risk in the goods passes to you and the goods are classed as having been ‘delivered’. This means that you are responsible for the goods and we are not liable to you if the goods are stolen or damaged after they have been delivered to you. This does not affect your legal rights if the goods are faulty or misdescribed. Ownership of the goods passes to you once you have paid for them in full. 

Delivery dates and costs 

For information on delivery options and costs, go to www.sheeranguitars.com. You will be given available delivery options to choose from when you place your order. We reserve the right to not deliver to certain territories. 

Your goods will be delivered on the selected delivery date or within the delivery period specified, depending on the delivery option you chose when you placed your order. We aim to despatch orders as soon as possible after full receipt of funds, within 3-10 business days. We will deliver your order within 30 days of the order confirmation email unless otherwise agreed between you and us. 

Any delivery dates stated during the order process, or in your order acknowledgment or order confirmation emails, are estimates, unless we have agreed a specific delivery date with you. 

We will do all that we reasonably can to deliver your order within the delivery period or on the delivery date agreed with you. If your delivery is delayed, we will email you to let you know as soon as reasonably possible. However, we are not liable to you for any losses you incur if delivery is delayed because of circumstances beyond our reasonable control (for example, severe weather, accidents or unpredictable traffic delays). 

Where a delay is caused by circumstances beyond our reasonable control, we will usually try to start or restart the services as soon as the issue causing the delay has been resolved. If the services are delayed by more than 15 business days, we will email you to let you know and offer you the option to either continue waiting until the issue has been resolved (if this is possible) or to cancel your order and get a full refund OR refund of any advance payments made by you for any product or services that have not yet been provided. 

We are not liable to you for any losses you incur where the services are delayed or cannot be performed because you fail to make the location available to us, fail to prepare the location as required for us to provide the services, or fail to provide us with adequate instructions or information to allow us to perform the services. 

Prices 

Prices for our goods, services and digital content are set out on our website. All prices are in pounds sterling (£)(GBP) and include VAT at the applicable rate, or local currency at the current rate as converted by our website.  Prices exclude delivery charges, which are calculated at checkout or following placement of pre-order. For information on delivery options and costs, go to www.sheeranguitars.com 

Prices for our goods, services and digital content, as well as delivery charges, may change at any time. Except as set out below, such changes will not affect existing orders.

Delivery charges cover transportation by the courier and do not include import charges, clearance fees, or any other duties payable to local authorities for import to your locality.

If there has been an error on the website regarding the pricing of any of our goods, services or digital content and this affects your order, we will try to contact you using the contact details you provided when you placed your order. We will give you the option to re-confirm your order at the correct price or to cancel your order. If we are unable to contact you, we will treat the order as cancelled and notify you by email. 

Discount Codes

Discount codes are non-transferable and cannot be exchanged for cash. For our limited edition products, please be aware that no discount codes, vouchers, or promotional offers may be applied. We reserve the right to cancel a discount code or refuse the order in cases of misuse or fraud. We reserve the right to modify the terms and conditions or cancel discount codes at any time without notice.

Payment 

We accept the following credit cards and debit cards: Visa, Mastercard, American Express, and Discover. You can also pay by Apple Pay and some other local payment providers based on your location. All credit card and debit card payments need to be authorised by the relevant card issuer. 

Any goods or digital content you buy from us must be paid for in advance. We will take payment from your card before we send you your order confirmation email. 

If you are buying services or pre-ordering from us, we require an advance payment of 35.00 GBP or equivalent when you place your order. We will take this payment from your card before we send you your order confirmation email. 

If we are unable to take payment from your card, we will try to contact you using the contact details you provided when you placed your order. If we are unable to contact you, we will cancel your order and notify you by email. 

If you are buying service or pre-ordering from us, we or our authorised partner will invoice you for the remaining amount after we have completed the services. Your invoice will be sent to the email address you provided when you placed your order and must be paid by you within [30] days of receipt. 

If your payment is not received by us when due, your order may be cancelled. 

Your right to cancel 

Except in the circumstances listed in clause 17.2, you have the right to change your mind and cancel your order as follows: 

in respect of orders for goods, you have 14 days from the delivery date to cancel your order; and 

in respect of orders for services or digital content, you have 14 days from the date of your order confirmation email to cancel your order. 

You do not have the right to cancel orders for perishable, bespoke or personalised goods. You also lose your right to cancel in the following circumstances: 

if you remove or break a protective or hygiene seal attached to any goods (eg underwear, beauty products, pierced jewellery, DVDs, video games etc); 

if you requested for us to start providing the services during the 14-day cancellation period and the services are fully performed during this period; or 

To cancel your order, please email us at hello@lowdenguitars.com or call us on +44(0)2844619161.   To help us process your cancellation more quickly, please have your order number ready or include it in the email or cancellation form you send to us. 

Returning goods if you cancel your order 

If you cancel an order for goods and you have already received your order, you must return the goods to us within 14 days of telling us that you want to cancel your order. The deadline is met if you send the goods back to us before the 14-day period has expired. 

We strongly recommend that you get proof of postage. We may withhold the refund until we have received the goods back from you or until you have provided us with evidence that you have sent the goods back (whichever is earlier). 

Goods must be returned to us in a new and unused condition and, to the extent possible, in their original packaging. You are responsible for the goods while they are in your possession. 

Unless the goods are faulty or misdescribed, you are responsible for the cost of returning the goods to us.  

Refunds if you cancel your order 

If you exercise your right to cancel, we will provide you with a refund as soon as possible. 

If you cancel an order for goods and have already received goods, we will issue the refund no later than 14 days after the day we receive the goods back from you or, if earlier, you provide us with evidence that you have sent the goods back. Otherwise, we will issue the refund no later than 14 days after the day on which you told us that you want to cancel. 

Your refund will be subject to the following deductions: 

if you chose a delivery option that is more expensive than the cost of standard delivery, we will only refund the cost of standard delivery; 

if you handled the goods in a way beyond what might reasonably be permitted in a shop and this resulted in a loss in value of the goods, we may make a deduction from the refund for such loss in value; and 

if services have been provided during the 14-day cancellation period at your request, we will make deductions from any refund due to you for the services we provided up to the time that you told us that you want to cancel. 

If you placed a pre-order with a pre-order fee, this fee is refundable less any fees performed which will be deducted from your refund. 

We will issue your refund to the same payment method you used when you placed your order. 

Outside of the 14-day cancellation period you will not be entitled to a refund unless the goods, services or digital content are faulty. See clause 20 below. 

Faulty goods, services or digital content 

Any goods or digital content that we provide to you must be as described, fit for purpose and of satisfactory quality. Any services that we provide to you must be provided with reasonable care and skill. 

We are under a legal duty to supply goods, services and digital content that are in conformity with our contract with you. 

During the expected lifespan of any goods that you have purchased in full from us, you are entitled to the following: 

If a service is not carried out with reasonable care and skill, you can ask us to repeat the service or to fix it, or get some money back if we cannot fix it. 

If your digital content is faulty, you are entitled to a repair or a replacement. If the fault cannot be fixed, or if it has not been fixed within a reasonable time and without significant inconvenience to you, you can get some, or all, of your money back. 

This is a summary of some of your key rights. They are in addition to your cancellation rights set out above. For more detailed information on your rights, in the UK visit the Citizens Advice website at www.citizensadvice.org.uk or call 0808 223 1133, or the equivalent body in your jurisdiction. 

If there is a problem with any goods, services or digital content you have purchased from us, please contact us as soon as reasonably possible. 

Events beyond our control 

We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control. 

Our responsibility to you 

If we breach these terms or are negligent, we are liable to you for foreseeable loss or damage that you suffer as a result. By ‘foreseeable’ we mean that, at the time the contract was made, it was either clear that such loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do). 

We are not liable to you for any loss or damage that was not foreseeable, any loss or damage not caused by our breach or negligence, or any business loss or damage.. 

Nothing in these terms excludes or limits our liability for any death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, or any other liability that the law does not allow us to exclude or limit. 

Your information 

Any personal information that you provide to us will be dealt with in line with our Privacy Policy available here, which explains what information we collect and hold about you, and how we collect, store, use and share such information. 

No third party rights 

No one other than us or you has any right to enforce any of these terms. 

Transfer of rights 

We may transfer our rights under these terms to another business without your consent, but we will notify you of the transfer and make sure that your rights are not adversely affected as a result. 

You are not allowed to transfer your rights under these terms to anyone without our prior written consent. 

These terms and conditions do not affect your statutory rights. 

Complaints 

If you are unhappy with us or the goods, services or digital content we have provided to you, please contact us at hello@lowdenguitars.com. 

If your complaint cannot be resolved in accordance with our Complaint Handling Policy or you are unhappy with the outcome, you may want to submit your complaint to an ADR provider. 

Governing law and jurisdiction 

The laws of England apply to these terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country. 

Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales. This means that you can choose whether to bring a claim in the courts of England and Wales or in the courts of another part of the UK in which you live.