terms and conditions / f.a.q.
O R D E R S A N D P A Y M E N T
How do I place an order?
To place an order and buy your original Denny's guitar, you can use the convenient and secure checkout process of
one of our payment service providers. Simply confirm the corresponding buy-now-button right under the product you
want to buy. This will forward you to the respective payment service and you will be asked to confirm your purchase.
Will my order be confirmed?
Yes, you will receive an order confirmation email with a summary of your order details, including your order number,
a list of the items you have ordered and the shipping and billing addresses, as soon as you have completed the ordering
process. Right after your order has been dispatched, you will receive another email with the dispatch confirmation,
your order invoice and the tracking number.
Do I contract with Denny's Guitars?
Yes, as soon as you place your order by confirming the payment transaction, you are forming a contract of sale between
you and Denny's Guitars. The purchase price will be credited to us immediately after by the payment service provider.
Please note that by doing so, you hereby agree to these terms and conditions as well as authorize Denny's Guitars to
manufacture the purchased product at your request.
Can I place multiple and/or custom orders?
With preference! Feel free to reach us at info@dennys-guitars.de any time.
Which payment options are there?
You can pay conveniently and securely with all payment methods supported by our payment service providers. Among
others, these include paying with PayPal, various credit cards such as Visa, MasterCard or American Express and SEPA direct
debit.
If you pay with PayPal, the data stored in your account, such as credit card and address data, will be securely
transmitted to us directly from PayPal. However, please check the information stored in your account as we cannot
make changes to an order once it has been confirmed.
Can I cancel or change my order?
You are able to change your order up to a certain point of production in matters of for instance hardware or color etc.
Please make sure to contact us as soon as possible. Fundamental changes regarding the model or edition are not possible.
Changes to the delivery or billing address are also not possible. You can try to cancel the order and place a new
one with the correct address.
If you want to cancel an order, please contact us from the same email address you used for your order along with
the subject "cancel my order", your full name and address and the order number.
Please note that as all of our guitars (regular and custom-made) are made to order only, once your order has been
placed it can only be canceled immediately or a short time after the order has been executed. The purchase price
for an order that has already started production cannot be refunded. For more information, see right of withdrawal.
Do I have the right of withdrawing my order?
If you are a consumer (as per §13 of the German Civil Code), you are entitled to a 14-day statutory right of withdrawal.
This right of withdrawal does not apply for the delivery of goods which are not prefabricated and have been manufactured
on the basis of a personal choice or according to customer specifications, or of goods which have clearly been tailored
to the customer’s personal requirements. You are entitled to withdraw from this contract within fourteen (14) days
without giving any reason for doing so. The deadline for withdrawal shall be fourteen (14) days from the date on
which you or a third party you have appointed, who is not the carrier, takes possession of the final goods delivered.
In order to exercise your statutory right of withdrawal, you must notify us...
Denny's Guitars
D. Männel
Am Filmlager 4
12555 Berlin
Germany
info@dennys-guitars.de
...of your decision to withdraw from this contract in a clear declaration (e.g. by sending a letter by mail, or email).
The withdrawal deadline shall be deemed to be met if you have sent the communication concerning the exercise of the
right of withdrawal before the expiry of the deadline.
What are the consequences of withdrawing my order?
If you're withdrawing from this contract, we must reimburse you for any payments we have received from you, including
delivery costs (excluding any additional costs incurred if you have selected a different type of delivery to the
cheapest standard delivery option offered by us) without delay, but no later than fourteen (14) days after the
day on which we receive the notice of your withdrawal from this contract. We will use the same payment method
you used for the original transaction in order to reimburse you unless otherwise expressly agreed. Under no
circumstances will you be charged a fee for this refund. We may withhold the reimbursement until we have received
the returned goods or until you have provided proof that you have returned the goods, whichever is earlier.
You must return or hand over the goods to us without delay and no later than fourteen (14) days from the date on
which you notify us of your withdrawal from this contract. The deadline is deemed to be met if you send the goods
before the expiry of the fourteen-day deadline. You bear the costs of returning the goods.
You will only be liable for any diminished value of the goods if this loss in value is attributable to any use or
handling of the goods which is not deemed necessary in order to verify the condition, features and functioning of
the goods.
D E L I V E R Y A N D T R A C K I N G
How long until I get my guitar?
As quickly as possible. However, please keep in mind that all of our guitars are made to order only, which is why
we rarely have guitars in stock. Depending on the order situation, the production of your guitar might take up to
3 or 4 months.
Which partner do you use to handle my delivery?
Depending on the recipient address and the size of the delivery, the shipping of your order will be handled by, whether
DHL or GLS inside Germany, or through FedEx for worldwide shipping. Delivery times and delivery partners are determined
according to our procedures and cannot be changed.
Are there additional delivery costs?
Delivery costs are additional for your order depending on the recipient address and the size of the delivery. They
will automatically be calculated for you in the course of your order processing.
Can I track my delivery?
Yes, as soon as your order has been shipped you will receive a shipping confirmation with tracking number via email.
You can easily track your shipment via the included link. In addition, we take out transport insurance for every order,
from leaving our warehouse to delivery.
R E T U R N S A N D W A R R A N T Y
Can I return or exchange my product?
For unused, not damaged goods, you may use a return period of 30 days from the delivery date. The return is free
if you use our return label. Any goods made to order (excluding damaged goods), such as guitars (regular and custom-made)
are not eligible for return.
important to know:
- The goods must be returned in perfect condition and clean, without signs of wear and in the original packaging.
- An automatic exchange is not possible. If you need a different model, color or specs, you must place a new order.
- If you need to return a damaged product, see Warranty.
Do I have a warranty on my guitar?
Of course! We process all complaints within the framework of the statutory warranty. It is important that we are
your first point of contact if you have a problem with an item or an order.
The warranty for all products is 24 months and begins with the delivery of your order to you. If the goods show a
defect within the warranty period, then you have the right to supplementary performance, i.e. a repair of the item,
a reduction in the purchase price or a replacement delivery. We would like to point out that independent repairs
carried out without consulting us will not be reimbursed.
The warranty however, only applies to material defects, i.e. for manufacturing and product defects that exist at
the time of delivery. Damage caused by improper assembly or use, modifications, lack of care or wear and tear is
excluded from the warranty.
Have you received a damaged delivery?
To file a claim, please contact us from the same email address you used to place your order and provide the
following information:
- order number
- serial number of the guitar
- at least two images or videos - one of the entire product and another showing the fault/problem
- a brief description of the problem and how it occurred
As soon as we have received all the information we need, we will record your complaint. Processing may take some
time depending on various factors. If you send us multiple requests, our response time will likely increase.
After processing your complaint, we will contact you and provide you with a selection of possible solutions and/or
the next steps.
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