Refund Policy

1. This policy sets out the returns policy for goods or services purchased through the online store operated by Sandarac Ltd.

2. To be eligible for a return, your item must be unused and in the same condition that you received it, and it must be in the original packaging.

3. Some types of goods or services, such as Gift Cards or guitar re-stringing are exempt from being returned for a refund. 

4. Under the Consumer Contracts Regulations, if you change your mind about a purchase you have made within 14 working days after the date of delivery, you are entitled to a full refund of the original purchase price for the goods you wish to return, and the original postage and packaging charges made. You will not be entitled to a refund of the cost you incur in returning the item to us.

5. Our standard returns policy entitles you to a full refund of the purchase price and postage and packaging charges if you change your mind (i.e. the goods or services provided are not faulty or were not described properly) within 14 working days.

6. If the item you purchased was faulty or did not work properly, or you think the item was not as described in the item description, please contact us first before requesting a refund as we may be able to resolve your problem to your satisfaction.

7. Where you would like to return a physical product you have purchased, please contact us to let us know that you will be returning the item. All returns should be sent securely packaged, in the condition in which they were received, at your cost, as soon as possible, with as much of their original packaging and original paperwork as possible. 

8. Returns may be posted or delivered in person to our Sudbury showroom (address below). Please provide a copy of your invoice or till receipt, cancellation notice (where applicable) along with a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process.

9. When posting returns from outside the UK, you are responsible for paying any Customs levies or duties payable either on exit from your country or on entry to the UK. If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. As it is your responsibility to pay all customs duties, legally you will not have returned the goods to us or kept them in your care. Consequently, you will not be entitled to any refund or exchange.

10. Once your return is received and inspected we'll contact you to let you know whether your refund will be processed or not, and credit your original method of payment, within 7 working days.

11. If you have not received a refund yet where we have told you we have issued one, please check your bank account or card statement to make sure it has not been received and then contact your bank as some banks or card companies take several days to credit your account.

12. If an item you purchased was purchased with a discount voucher, then we will only refund the amount that you paid (and not the amount the item was listed for).

13. If an item you purchased was in a sale or reduce to clear, then it may not be eligible for a refund if you have changed your mind. If you are in any doubt please contact us before making the purchase.

14. Notice of cancellation should be made by email to enquiries@sandarac.co.uk and returns posted  to:

Sandarac Limited

The Old Dairy, Brickwall Farm

Queen Street

Halstead

CO9 3RH

United Kingdom