Terms & Conditions

BraveHearts Ltd & Paisley Guitar Company Returns Policy
We guarantee to refund any item you are not completely happy with when you return it to us in perfect condition within 14 days of receipt. (This begins from the day after the day you receive the product). Refunds will be credited to your original method of payment. Please also note that items must be returned with all of the tags intact.   In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase (unless it is a purchase of food, drink or other perishable products or tailor-made / customised products). In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

How to return
OK, so you have received your item and it doesn't look quite right. This is what you need to do next...  First of all please get in contact with us by using the "contact us" section on the website or if you prefer, you can send us an email to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it.

Please state your reasons for returning the product along with your return email address. We will then send you our returns form (via email) and a unique returns number to you. The returns form needs to be printed off completed and sent back with your order. Please can you write clearly the returns number on the front of the package (just so it will help us track who the parcel came from once we receive it back) and then send the product and the completed returns form back to person and the address provided in the original email.  Also, please remember to ask the Post Office for your proof of posting certificate and retain it for your reference. The Post Office will stamp this and supply a tracking reference number. This number allows both parties to track the parcel online and it will also show the item(s) have been returned to us. Without this we cannot refund any money if we do not receive the returned items.   Please can you allow up to 28 days from the day after the parcel is posted to us, for the refund to be processed.   If you are returning a product that is simply "unsuitable" or "it did not fit" you will only receive the cost of the item back. The cost of the P&P will not be refunded. However, if you are returning a product and it is deemed that it is BraveHearts Ltd or Paisley Guitar Company fault for it being in an unsatisfactory condition, you will receive your original P&P charges back plus the cost to return the product to us.  Returns by post cannot be accepted without a valid Returns authorisation Number. You will be unable to get a Returns authorisation Code from us if more than 14 days has passed since you received the items.

Returning goods bought as part of a special offer
If you return a single item bought as part of a multi-buy discount offer (For example: buy 2 for £25.00) you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.  For combination purchases (For Example: buy one, get one free or get the lowest priced item free), you must return any free items back for us to process a refund.

Refund of delivery charges
If we have made a mistake with an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. We will also refund the delivery charges if you are a EU customer cancelling your purchase within the seven-day cooling off period.

Exchanges
If for any reason you require it in another size/colour etc. please follow the process above. Once you have received your exchange, you revert back to our original returns policy condition time frame. Exchanges can only be completed twice. If it is not right a third time, you will receive a refund minus your shipping costs.  Unfortunately, due to the cost of international shipping, we cannot offer exchanges on international orders.

Statutory Rights
Your UK statutory rights are not affected by our returns policy.

Committed to your privacy!
Our policy underlines how we protect any information you may give us wile using our site at braveheartsltd.com, braveheartslted.co.uk or paisleyguitarcompany.co.uk and paisleyguitarcompany.com we are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Why do we need this info?
We may require this information to help us to understand your needs and provide you with a better service in the future. We may also use your information for the following reasons:

We may use the information to improve our products and services.
Internal record keeping
We may periodically send promotional emails about new products, special offers or other information, which we think you may find interesting using the email address, which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or good old-fashioned pen & paper.
We may use the information to customise the website according to your expressed interests.

Safe & Secure
We are committed to ensuring that your information is secure. In order to prevent unauthorised access we process all payments via Sage Pay or PayPal to safeguard and secure the information we collect online.

Sage Pay & PayPal are leading payment service providers. Sage Pay & PayPal ensures all transactional information passed between our site and Sage Pay & PayPal’s are encrypted. No cardholder information is ever passed unencrypted and any messages sent to your servers from Sage Pay & PayPal are also safeguard verified. You can be completely secure in the knowledge that nothing you pass to the Sage Pay & PayPal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information. We never see your credit card/debit card information.

Controlling your personal info
BraveHearts will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you have created an account on our website.

You may request details of personal information, which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you, please get in touch with us HERE.

If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.