I purchased a guitar from the online shop (delivered 9 Dec 2025). The guitar appears to be child-sized, which was not indicated in the product description. I reached out on 11 Dec 2025 to request a cancellation and a full refund, along with a return label. They replied stating I would be charged for return postage and then ceased communication. This is frustrating as their Refund Policy claims they will provide a return shipping label if a return is accepted. Their policy also instructs customers to contact them immediately if the wrong item is received, but that did not happen. The policies are also confusing for UK customers: the Refund Policy states the “European Union 14-day cooling-off period” applies only to goods shipped into the EU, but UK online buyers have a statutory 14-day cancellation right from delivery under the Consumer Contracts Regulations. This right exists irrespective of the retailer’s policy, and the wording may discourage UK buyers from asserting their rights. Lastly, the Terms of Service include vague statements about accuracy and risk, but UK consumer law mandates that goods must match their descriptions. Overall, unclear policy language, poor follow-up communication, and a complicated returns process despite their stated policy mean I won't use their service again.
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