We have two distinct and different sets of terms and conditions, the first covers bespoke, custom guitars built to order for a client and the second covers all production tools, jigs etc.
TERMS AND CONDITIONS / LIMITATIONS OF LIABILITY
When ordering a custom Crimson Guitars Limited guitar
The bulk of the processes detailed below were updated in July 2012 to make the customer experience more streamlined and predictable, if your instrument was ordered before then you will see differences in procedure but the terms and conditions still apply.
Where possible we prefer a customer to come to the workshop for a full, free, design session in the first stages of ordering their custom guitar. This has to be strictly by appointment only of course, the workshop can be a dusty and dangerous place if you’re not expected. If this is not possible we will go into as much detail as possible via email, phone calls or video chat. We will also create a private page on our website for each client including the most up to date specifications for the build and a private direct messaging/file uploading system to facilitate a clear and transparent design and build process. Once the specifications and a quotation have been agreed we require a non-refundable deposit of 40%, this is to cover the initial costs and materials of the build. Sending the deposit constitutes an agreement to these terms and conditions and to the specifications finalised up to the date of the transfer. The quotation includes as standard one Brand name guitar or bass hard case, any custom hard or flight cases will have to be quoted for separately. Crimson Guitars reserves the right to cancel an order at any stage prior to actually beginning construction of the project if the luthier believes that the project has developed into something he is not able or willing to build, of course if we cancel a build then the deposit will be refunded to the client.
The build process and timetable
During the consultation process we will try as far as possible to estimate a date to start the custom guitar build and also a projected completion date, this has to stay an estimate though. Every single guitar we build is entirely unique and it is incredibly difficult to be accurate when considering the complexities involved.
During the build we photograph every process and publish these through various social media sites, we strongly advise our customers to follow these photos as closely as possible; this is one way in which we guarantee perfection. We welcome any comments throughout the build and the smallest change can make a great instrument into the perfect instrument for you. Once the specifications of a custom build have been finalised and work on the actual instrument has commenced there will be a 15% surcharge plus material and time costs on any substantial changes to those specifications, ie any changes which mean a change in the machining required, woodwork or changes to hardware or pickups. We don’t like having to do this but in the past instruments have gone so far off track that the original specs were unrecognisable and we ended up making a loss on the projects, this also has a direct impact on the build schedule on guitars behind yours in the list. Any changes to the build process have to be confirmed in writing.
Once the instrument is complete we will let you know that it is ready for delivery and that the balance is due. Sending the balance, plus shipping costs, signifies that you have seen the photographs through the various social feeds and in our workshop diary and that you agree there are no cosmetic issues with the build and that it was built to meet your specifications. Once the balance and shipping charges have cleared into our account we will arrange the shipping/delivery of your custom guitar or bass, liaising to find the best method and date of delivery. All Crimson Guitar instruments are covered by the Limited Warranty as detailed below. If full payment of the balance owing is not paid within 6 months of notification of completion then the instrument will be sold to cover costs and the client will lose all rights to it.
Warranty for custom made Crimson Guitars guitars.
1) Warranty Terms and Conditions. CRIMSON GUITARS warrants solely to the original purchaser of this CRIMSON GUITARS musical instrument that the instrument purchased shall be free from defects in materials and workmanship under normal use for as long as the instrument is owned by the original purchaser, and until the ownership of the instrument is transferred to another (unless otherwise noted by CRIMSON GUITARS). This Limited Warranty does not apply: (a) to wear or breakage of frets or strings, or other normal wear and tear of the instrument or its parts; (b) to asserted defects caused by modification, misuse or abuse or improper maintenance of the instrument; (c) to asserted defects involving subjective personal likes or judgements; (d) to asserted defects caused by accident or exposure to extremes of temperature or humidity which cause harm to the instrument; (e) to defects asserted by any purchaser who did not purchase the instrument from an authorized CRIMSON GUITARS dealer in the United Kingdom.
2) Limitation on Obligations. The obligations of CRIMSON GUITARS hereunder are limited to repair or replacement of parts of the instrument found to be defective under this Limited Warranty. In no event shall CRIMSON GUITARS be liable for any indirect, incidental or consequential damages, including but not limited to time, wages or lost profits, of any nature or kind or for damages to or loss of property.
3) No Other Warranties. The Limited Warranty set forth herein constitutes the entire warranty and representation CRIMSON GUITARS. This Limited Warranty shall be controlling over any conflicting terms and conditions of any purchase orders, contracts or invoices which may be executed in connection with the purchase of the CRIMSON GUITARS musical instrument. NO representation or warranty made by any CRIMSON GUITARS salesperson, dealer, agent, representative or employee shall be binding upon CRIMSON GUITARS other than as set forth herein.
TERMS AND CONDITIONS / LIMITATIONS OF LIABILITY
When ordering and buying luthiers tools, jigs, parts and production model guitars (i.e one series and Artist series guitars) from the Crimson Guitars Luthiers supplies store
Shipping & Returns
We will post to any address as long the address at which your payment card is registered is also present on your order.
When you add products to your Shopping Basket, all available delivery options will be displayed. You can select the option you think most appropriate for your items.
Most small parcels will be delivered via Royal Mail 1st class, more valuable items by 1st class recorded. Larger items, such as bodies and complete guitars will be sent via courier.
The contents of your order and your delivery postcode area will determine which delivery services you will be offered. We do not deliver to Post Office (P.O.) boxes or shipping agent addresses.
We aim to despatch all orders placed before 2pm the same day (Mon-Fri). However, in some cases this may not be possible. In such cases orders will be posted the next working day. This includes Signed for and international deliveries. Orders involving parcel couriers (Guitar bodies, complete guitars) will be scheduled for collection the next working day after cleared payment.
Please note: Orders are not usually processed for shipment on weekends and holidays
Crimson Guitars shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond its reasonable control.
All goods are new, unless stated otherwise, and as such should arrive in perfect condition. Should you receive a damaged or faulty item please let us know and we will exchange the item or provide you with a full refund (whichever you prefer). Any item found to be damaged or faulty when received must be returned to us WITHIN 7 DAYS of receipt. Please contact us through the links at the bottom of this page and we will arrange a collection or send you shipping labels. We will, of course, pay all carriage costs
We accept the return of goods that were wrongly ordered (or ordered in error) for exchange or refund. These items must be returned to us carriage paid in the original packing and in a saleable condition WITHIN 7 DAYS of receipt. P & P or carriage on exchange/replacement item is chargeable.
Please contact us for a returns address.
This returns policy does not affect your legal rights.
Cancellation of Orders and Refunds
You are able to cancel your order prior to shipping with no cost penalty being incurred and full credit of your account if monies have already been taken (this explicitly does not apply to custom guitar orders where a cancellation means the loss of the deposit, or of full monies paid to date if work has commenced on the guitar in any way). You can cancel an order by following the links on the Crimson Guitars website, or by phoning us on 01300348863. We will refund goods bought through the website, explicitly not custom or master built guitars) if they are returned within 7 days of shipment from Crimson in the original packaging and in the same condition they left Crimson Guitars.
We do not store credit card details nor do we share customer details with any 3rd parties
The really, really boring stuff..
Thank you for reading this – Ben Crowe
Crimson Guitars Limited