Terms of service
Last updated: 2 September 2025
Welcome to Turnstone Guitar Company Limited (“Turnstone”, “we”, “us”, “our”). We operate this website and online store and provide the related content, features, tools, products and services (the “Services”). Our store is powered by Shopify.
By using the Services you agree to these Terms of Service and to our Privacy Policy. If you do not agree, please do not use the Services.
1. Access and accounts
You confirm that you are at least the age of majority in your country of residence. You are responsible for keeping your account credentials secure and for all activity on your account. Information you provide must be accurate and complete.
2. Our products
We make every effort to describe and photograph products accurately. Natural materials vary and colours or appearance may differ due to your device settings. Descriptions and availability may change without notice. We may limit sales to any person or region where reasonable.
3. Orders and acceptance
Your order is an offer to buy. We accept your order when we send an order confirmation. We may decline or cancel any order and will notify you using the contact details you provided. If we cancel after taking payment, we will refund you. Your purchases are subject to our Return and Refund Policy.
Unless we agree otherwise in writing, you confirm that purchases are for your own use and not for resale.
4. Prices, taxes and billing
Prices shown on our website are the prices in effect at the time of ordering. Prices shown to customers in the United Kingdom include UK VAT. For orders delivered outside the United Kingdom, prices exclude UK VAT unless otherwise stated.
Import duties, local taxes, customs clearance fees or similar charges may be applied by the destination country and are the responsibility of the customer. These charges are set by local authorities and couriers and are not collected by Turnstone unless expressly stated.
You agree to provide current and accurate billing, shipping and contact information. By submitting a payment method you confirm that you are authorised to use it and you authorise us to charge it for your order total.
5. Shipping and delivery
We ship free of charge to destinations served by major international couriers. Deliveries are fully insured, require a signature on receipt, and are made only to the billing address associated with the order unless we agree otherwise. Dispatch times are estimates and not guarantees. Title and risk pass to you on delivery to the delivery address, not when handed to the carrier. See our Shipping Policy for details.
International deliveries are made Delivered At Place (DAP) unless expressly agreed otherwise in writing.
6. Returns, refunds and warranty
Returns of stock guitars are accepted within the time and conditions set out in our Return and Refund Policy. Custom or personalised instruments are not returnable except where required by law or covered by our Limited Warranty. Our Limited Warranty provides five years of coverage to any owner for material defects that affect structural integrity, playability or tonal performance under normal use. These Terms do not limit your statutory rights.
7. Intellectual property
All content in the Services, including text, images, graphics, video, audio, logos and trademarks, is owned by Turnstone or its licensors and is protected by UK and international intellectual property laws. You may use the Services for personal, non-commercial purposes only. You must not copy, modify, distribute, display, perform, publish or create derivative works without our prior written permission. All rights are reserved.
8. Optional tools and third-party links
The Services may give access to third-party tools and websites. We do not control and are not responsible for their content, terms or privacy practices. Use them at your own discretion and review their terms.
9. Relationship with Shopify
Shopify powers our store and processes data to provide secure checkout and related services. Sales are made by Turnstone to you. Shopify is not a party to your purchase contract with us and is not responsible for our products or for any loss arising from your transactions with us. See our Privacy Policy and Shopify’s privacy terms for more information.
10. Privacy
Personal information is handled in accordance with our Privacy Policy, which forms part of these Terms.
11. Feedback and reviews
If you submit reviews, ideas or other feedback, you grant us a worldwide, royalty-free licence to use and display that content for operating and promoting the Services. You confirm you have the right to grant this licence and that your content is lawful and accurate. We may remove content that breaches these Terms or the law.
12. Errors and availability
From time to time information on the Services may contain typographical errors or omissions, including in pricing, availability or shipping. We may correct these and update information at any time. If an error affects an order, we may cancel the order and refund you.
13. Prohibited uses
You must not use the Services for any unlawful purpose, to infringe rights, to transmit malicious code, to harvest data, to send unsolicited messages, to interfere with security or to attempt to gain unauthorised access. We may suspend or terminate access for breach.
14. Disclaimer of warranties
Except as expressly stated by us in writing, the Services and all products are provided “as is” and “as available”. We do not promise that the Services will be uninterrupted or error-free. To the extent permitted by law, we disclaim all implied warranties, including satisfactory quality and fitness for a particular purpose. Nothing in these Terms excludes any warranty or liability that cannot be excluded under applicable law.
15. Limitation of liability
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded under law.
Subject to the previous paragraph, we will not be liable for any loss of profits, revenue, data, goodwill or for any indirect or consequential loss. Our total liability to you for any loss arising out of or in connection with the Services or any product shall not exceed the amount you paid for the product giving rise to the claim.
16. Indemnity
You agree to indemnify and hold harmless Turnstone, our officers, employees and agents from claims and expenses arising from your breach of these Terms or your misuse of the Services.
17. Force majeure
We are not responsible for any failure or delay in performance caused by events beyond our reasonable control, including acts of God, natural disasters, war, strikes, government action, failure of suppliers or carriers, or internet outages.
18. Assignment
You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign or transfer our rights and obligations at any time.
19. Governing law and jurisdiction
These Terms and any dispute or claim arising out of them are governed by the law of England and Wales. The courts of England and Wales shall have exclusive jurisdiction, except that consumers resident in the UK or EU may also bring claims in their local courts as required by mandatory law.
20. Changes to these Terms
We may update these Terms from time to time. We will post the updated version with a new “Last updated” date, and where required by law we will give notice. Your continued use of the Services after changes take effect means you accept the revised Terms.
21. Contact
Turnstone Guitar Company Limited
Unit 2 Plumyfeather Farm, Plumyfeather Lane
Crowborough, East Sussex, TN6 1UX, United Kingdom
Email: karl@turnstoneguitar.co.uk
Tel: +44 1342 545 005
Company number: 13272699
VAT number: GB328106030