Returns and Refunds
Delivery
At Ibanez & Co, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to read the following and contact us if necessary.
You may specify a delivery address which is different from your billing address, if, for example, you would like us to deliver the products directly to your home or to your place of work.
Whilst we make every effort to deliver goods within the specified timescale, on occasion due to unforeseen circumstances we cannot always guarantee delivery in said time, or accept liability for deliveries made outside this timescale. This also applies to products sent direct from our manufacturers. We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.
If the product(s) you have ordered does not arrive within 28 days of placing the order, Ibanez & Co accept no liability unless you have contacted us via email within this period.
Returns and exchange
If you are not completely satisfied with your non-personalised goods, simply return them to us at any time within 14 working days of receipt. The costs of returning goods to us shall be borne by you (Unless they arrived damaged). Unfortunately we are unable to refund postage costs on unwanted non-personalised items.
Your rights to return the goods to us will not apply in the following circumstances:
- Any products that we have made, personalised or customised specifically for you
Ibanez & Co do not offer refunds for personalised goods custom made for you. Most products on the website are personalised goods; this includes any products which include your own Logo or any text changes. Only replacements will be sent for any faulty, damaged goods or goods which have not arrived.
With any faulty or damaged goods, we ask you to return the product to us within 7 days. Once the product has been returned, we will then issue a refund (THIS DOES NOT APPLY ON PERSONALISED GOODS) or send a replacement. Please note that postage will be refunded in full for any items returned which are faulty or damaged.
Replacements will be sent within 7 working days.
Your rights to return the goods to us will not apply in the following circumstances:
- Where, in our opinion, you have not taken reasonable care of goods whilst in your possession and have not been returned with the original packaging.
- If you have made a spelling mistake on your order and it has been sent for production.
- You have disposed of the item you have an issue with.
We regret that postage and packing costs for unwanted items cannot be refunded after 7 working days from when the order was delivered.
This returns policy does not affect your statutory rights.
The address for returns is:
Ibanez & Co / Write From The Heart
The Berkerley Centre
Station Road
Chepstow
Monmouthshire
NP16 5PB