Red Star — Repair and Servicing Terms

Version 1.1

These terms apply when Red Star repairs, sets up or services an instrument for you. Please read them before you accept an estimate. Accepting an estimate means you agree to these terms.

1. Who we are

Red Star is the trading name of Red Star Guitars Ltd, a company registered in England and Wales (company number 17337058).

  • Registered office: Unit 115, 40 Gracechurch Street, London EC3V 0BT

  • Workshop and shop: Unit 2, Firgrove Business Park, Fir Grove Road, Cross in Hand, Heathfield TN21 0QL

  • Opening hours: Monday to Friday, 10am–5pm

  • Email: repairs@redstarguitars.co.uk

  • Telephone: 01435 867333

  • VAT number: GB527367766

"We", "us" and "our" mean Red Star Guitars Ltd. "You" means the customer named on the estimate. "Instrument" includes any case, strap, parts or accessories you leave with it.

2. Estimates

  1. Every repair starts with a written estimate listing the work, the price of each item, and the total.

  2. All prices include VAT at the current rate.

  3. An estimate is valid for 30 days from the date it is issued. After that, ask us for a new one.

  4. Estimates are based on what you tell us and, where we have seen it, the instrument's condition at the time. Some faults only show once work begins (see section 4).

3. Accepting an estimate and making a contract

  1. You accept an estimate by clicking Accept on the estimate page and ticking to confirm you agree to these terms.

  2. A contract is formed when you accept. We confirm your acceptance and your agreed drop-off date by email.

  3. To change your drop-off date, call us. We will reissue the estimate with the new date.

4. Additional work

  1. If we find a fault or need for work that is not on your estimate, we will contact you before doing anything further. We will explain what we found and give you a price.

  2. We will not carry out, or charge for, any work you have not agreed to.

  3. If you decline the additional work, we will finish the work you originally agreed where it is safe and practical to do so. If the original work cannot sensibly be finished without the additional work, we will explain why, and you may collect the instrument (see section 5).

5. Inspection fee if work is declined

  1. If, after drop-off, you decide not to go ahead with the agreed work (including where you decline additional work and the original work cannot be finished), an inspection and diagnosis fee of £36 including VAT is payable. This covers the time spent examining the instrument and diagnosing the work needed.

  2. This fee does not apply where you cancel within your cancellation period under section 6 before any work or inspection has begun.

6. Your right to cancel

  1. Because estimates are accepted online, you have a legal right to cancel the contract within 14 days of accepting, without giving a reason.

  2. To cancel, tell us clearly by email or phone, or use the cancellation form at the end of these terms.

  3. If your drop-off date falls within those 14 days, the acceptance step asks you to confirm that you want us to start work during the cancellation period. If you then cancel after work has started, you must pay for the work done up to the point you told us, in proportion to the full price.

  4. Once the work has been fully completed at your request, you can no longer cancel.

  5. You have not paid anything in advance, so cancelling never involves a refund. Where a payment is due under paragraph 3, we will invoice you for it.

7. Drop-off and time

  1. Bring the instrument on the agreed drop-off date. We send a reminder email the day before.

  2. Please remove anything you value from the case and its pockets. We are not responsible for items left in cases unless we have listed them on the estimate.

  3. We do not give fixed completion dates. We will complete the work within a reasonable time and email you as soon as the instrument is ready to collect.

8. Parts, materials and your instrument

  1. We use parts and materials suited to the instrument and the work agreed. Where a choice affects price, appearance or originality, we will agree it with you first.

  2. Parts we remove are returned with the instrument unless you tell us otherwise.

  3. If you supply your own parts, we will fit them with reasonable care and skill, but we cannot guarantee the parts themselves.

  4. Instruments are made of natural materials and respond to temperature and humidity. A setup reflects the instrument's condition when the work is done and may need adjusting as the seasons change. This is not a fault in the work.

  5. Older and vintage finishes and materials can be fragile. Where work carries a particular risk to an instrument's finish or originality, we will tell you before we start.

9. Payment

  1. The final invoice matches your accepted estimate, plus any additional work you agreed under section 4.

  2. When the instrument is ready, we email you. You may pay online in advance using the link in that email, or pay when you collect.

  3. Instruments are released once the invoice is paid in full.

  4. We accept contactless card and digital wallet payments in the shop.

10. Collection, storage and uncollected instruments

  1. Please collect your instrument within 90 days of our ready-for-collection email.

  2. After 90 days, a storage charge of £24 per week including VAT applies until collection.

  3. If the instrument remains uncollected, we may sell it under the Torts (Interference with Goods) Act 1977. Before doing so, we will send you a written notice of intention to sell by recorded delivery to your last known address. The notice will state the instrument, where it is held, the amount you owe, and the date after which we intend to sell. We will give at least three months' notice.

  4. If we sell the instrument, we will deduct what you owe us, including storage charges and reasonable sale costs, and hold the balance for you.

  5. Please keep your contact details, including your postal address, up to date with us.

11. Our guarantee

  1. We guarantee our workmanship for 90 days from the date you collect. If work we carried out proves faulty within that time, we will put it right free of charge.

  2. The guarantee does not cover:

    • normal wear, including strings, frets and finishes in use;

    • changes caused by temperature, humidity or seasonal movement (see section 8.4);

    • accidental damage, misuse, or later work by anyone else;

    • parts you supplied.

  3. Manufacturer warranty work, including work under Gibson's warranty, is also subject to the manufacturer's own terms.

  4. This guarantee is in addition to your legal rights, which it does not affect.

12. Your legal rights

  1. We must carry out our work with reasonable care and skill. If we do not, you are entitled to have the work repeated at no cost to you. If that is impossible, or we cannot do it within a reasonable time without significant inconvenience to you, you are entitled to a price reduction, which may be up to the full price.

  2. Nothing in these terms limits your rights under the Consumer Rights Act 2015 or any other law.

  3. For more information about your consumer rights, contact Citizens Advice.

13. Care of your instrument and liability

  1. We take reasonable care of your instrument while it is in our workshop.

  2. We are responsible for loss of or damage to your instrument caused by our failure to take reasonable care or by our breach of these terms. Instruments in our care are covered by [the business's insurance policy — details to be added].

  3. We are not responsible for loss or damage that was not a foreseeable result of our failure, or for losses relating to any business use you make of the instrument.

  4. Nothing in these terms limits our liability for death or personal injury caused by our negligence, or for fraud.

  5. We recommend that valuable instruments are also covered under your own insurance.

14. Business customers

If you are acting for business purposes, sections 6 and 12 do not apply. Our total liability to you is limited to the value of the instrument as agreed on the estimate or, if none is agreed, its reasonable market value.

15. Your information

We use your details to provide the repair, contact you about it, and keep our business records. See our privacy policy on redstarguitars.co.uk.

16. Complaints and law

  1. If you are unhappy with our work or service, contact us first at repairs@redstarguitars.co.uk or call 01435 867333. We aim to resolve complaints quickly and fairly.

  2. These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

Cancellation form

Complete and return this form only if you wish to cancel your repair contract within 14 days of accepting the estimate.

To: Red Star Guitars Ltd, Unit 2, Firgrove Business Park, Fir Grove Road, Cross in Hand, Heathfield TN21 0QL — repairs@redstarguitars.co.uk

I hereby give notice that I cancel my contract for the following repair service:

  • Estimate reference:

  • Accepted on (date):

  • Name:

  • Address:

  • Signature (only if sent on paper):

  • Date: