Last Updated: 08-12-2025

Thank you for shopping with Guitar Play.
Our Return & Refund Policy is designed to provide a clear, fair, and transparent experience for customers purchasing tabletop games, miniatures, and strategy gaming products within the United Kingdom.

Please review the details below regarding eligibility, timelines, and procedures for returns, refunds, and exchanges.

Scope and Contact Information

If you have any questions regarding returns or refunds, please contact us using the details below:

Guitar Play
Email: contact@lightcyan-turkey-184022.hostingersite.com
Phone: +44 1904 787059

Return Address:
21 Park Lane
Holgate, York
YO24 4JQ
United Kingdom

Policy Overview

  • Return Period: 30 days from the delivery date

  • Refund Processing Time: Up to 10 business days after inspection

  • Return Shipping Costs: Paid by the customer unless the item is defective or incorrect

Order Cancellations

  • Orders may be cancelled within 2 hours of placement by contacting customer support

  • If an order has already been dispatched, cancellation is no longer possible

  • Once delivered, the item must follow the return process outlined below

Return Conditions

Return Window

  • Items must be returned within 30 days of delivery

Item Condition

Returned items must be:

  • Unused and in original condition

  • In original packaging

  • Complete with all components, accessories, manuals, and inserts

Proof of Purchase

  • A valid order confirmation or receipt is required for all returns

Non-Returnable Items

The following items are not eligible for return unless faulty:

  • Custom or personalised items

  • Items that have been opened, used, or altered

  • Products missing original packaging or components

Return Instructions

Step 1 – Contact Customer Support

Email contact@lightcyan-turkey-184022.hostingersite.com with:

  • Your order number

  • Reason for return

  • Photos (if the item is damaged or incorrect)

Step 2 – Return Authorisation

Our team will review your request and provide return approval along with instructions.

Step 3 – Prepare the Package

  • Repack the item securely in its original packaging

  • Include all components and accessories

  • Follow the return instructions provided

Step 4 – Ship the Item

  • Use a reliable, trackable courier service

  • Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect

Refund Policy

Refund Approval

Once we receive and inspect the returned item, we will notify you of approval or rejection within 7 business days.

Refund Processing

  • Approved refunds are issued to the original payment method

  • Refunds are processed within 10 business days after approval

  • Banks or card providers may require additional time to complete the transaction

Refund Confirmation

You will receive an email confirmation once the refund has been issued.

Exchange Policy

  • Free exchanges are offered for faulty or incorrect items only

  • Please contact us within 30 days of delivery

  • We will cover return shipping for eligible exchanges

If an incorrect product variant was ordered by mistake, please follow the standard return process and place a new order.

Exceptions and Special Cases

Faulty or Damaged Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery.
We will arrange a free return and offer:

  • A replacement, or

  • A full refund

Incorrect Items

If you receive the wrong product, we will cover all return shipping costs and send the correct item promptly.

Lost Packages

If your order does not arrive within the estimated delivery timeframe, please contact us.
We will investigate with the courier and resolve the issue as quickly as possible.

Processing Time Summary

  • Return Window: 30 days from delivery

  • Inspection Period: Up to 7 business days after receipt

  • Refund Issuance: Within 10 business days after approval

Contact Us

For assistance with returns or refunds, please contact:

Guitar Play
Website: https://lightcyan-turkey-184022.hostingersite.com
Email: contact@lightcyan-turkey-184022.hostingersite.com
Phone: +44 1904 787059

Address:
21 Park Lane
Holgate, York
YO24 4JQ
United Kingdom