Terms & Conditions

Our Mission Statement
We fully agree with the American cartoonist Scott Adams that “A Mission Statement is a long, awkward sentence that demonstrates management's inability to think clearly”. Therefore, we don’t have one!  

Our Company Philosophy
We believe passion is more important than trying to make money if you want to run a sucessful business. We are passionate about playing and teaching guitar, and want to share our passion for guitars with our customers. In addition, we believe that excellent customer service is not only essential for a webshop, we think it is also normal.  

Credit Card orders
As soon as we receive your credit card order, we will charge your credit card for the amount due, and prepare your order for shipment within one working day. Our payment server will automatically send you a payment confirmation. We recommend that you print a copy of your payment transaction for your own records, and for future reference. 

Return Policy
We ship our items in a sealed, padded envelope. You may return the unopened envelopes containing the products ordered on this website within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error. In all other cases, shipping costs will have to be paid by the customer. As soon as we receive the merchandise in the original, unopened envelope, you will get a full refund. Once you have opened the envelope, merchandise cannot be returned, unless it appears to be a wrong delivery or a defective item. In that case, you should notify us within two weeks for a replacement, free of charge. After this period of two weeks, the commercial transaction between the customer and Peghead Productions will be terminated.  

Delivery times 
We ship all of our merchandise from the Netherlands or from Italy, by Priority Mail. The merchandise will fit in your letter box. Delivery times depend on your location: 1-3 days for the Netherlands, 2-7 days for Europe. For orders outside Europe, the delivery time varies and can be anywhere between a week and two weeks, sometimes (not often) even longer depending on your location. Since we are dependent on third parties for the delivery of our merchandise, we cannot guarantee delivery times to you. We sometimes experience delays (the record is over three weeks for Germany). If you are concerned your order was not shipped or got lost, feel free to contact us so we can find a solution. 

Privacy
Personal information you send to us will be treated confidentially. We will not share your information with 3rd parties, except in cases of serious suspicion of payment fraud (e.g., when a used credit card has been reported as stolen). In these cases we reserve the right to send your details to our payment provider on their request. 

Cookies
This web site uses tracker technology to collect visitor behaviour data. This data is collected anonymously to be used for marketing and optimisation purposes. All visitor data is saved using an anonymous user ID to aggregate a usage profile. Cookies may be used to collect and save this data, but the data is not personally identifiable. The data will not be used to identify a visitor personally and is not aggregated with any personal data. 

Questions?
If you have questions about your order, you can reach us through the 'contact' link, located at the top of this web page. We usually manage to reply to you on the same working day, often als immediately, but we will always react within 2 working days.