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Data Deletion Instructions

Effective Date: July 12, 2026

At Hardcastle Guitar Supply, we respect your privacy and your right to control your personal information.

If you would like us to delete your personal data from our systems, you may submit a data deletion request using one of the methods below.

What Information Can Be Deleted

Upon verification of your identity, we can delete personal information including:

  • Your customer account

  • Name and contact information

  • Shipping and billing addresses

  • Saved preferences

  • Wishlist items

  • Membership information

  • Social login information (Google or Facebook)

  • Any other personal information associated with your account

Please note that certain information may be retained where required by law or for legitimate business purposes.

Information We May Be Required to Keep

South African law may require us to retain certain records, including:

  • Tax and accounting records

  • Order and invoice history

  • Records required for fraud prevention

  • Information required to comply with legal obligations

Where applicable, this information will be retained only for the legally required period and will no longer be used for marketing purposes.

How to Request Data Deletion

You can request deletion of your personal information by contacting us through our website’s Contact page or by emailing our support team.

Please include:

  • Your full name

  • The email address associated with your account

  • Your order number (if applicable)

  • A request stating that you wish to have your personal data deleted

We may request additional information to verify your identity before processing your request.

Processing Time

We aim to process verified deletion requests within 30 days.

If additional verification is required or legal obligations prevent immediate deletion of certain records, we will inform you accordingly.

Third-Party Services

If you signed in using Google or Facebook, deleting your Hardcastle Guitar Supply account will remove the information stored on our website. You may also need to manage permissions directly within your Google or Facebook account to revoke our application’s access.

Questions

If you have any questions regarding your personal information or this Data Deletion Policy, please contact us using the contact information provided on our website.

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South Africa’s trusted source for premium Gotoh and Wilkinson hardware. High-quality parts, fast delivery, and pro-grade reliability for builders, techs, and tone-focused players. Precision Parts. Pure Tone.

Who We Are

Hardcastle Guitar Supply is South Africa’s dedicated source for premium guitar parts, hardware, and accessories. Whether you’re a professional musician, a passionate hobbyist, or a skilled luthier, our mission is simple: to help you upgrade, repair, or build your dream guitar with the best components available worldwide.

We are not just a store — we are a community-driven supplier that understands the needs of guitar players, builders, and enthusiasts. From world-renowned brands like Gotoh, Switchcraft, CTS, Seymour Duncan, and Wilkinson to carefully selected accessories, we stock only gear we trust to deliver reliability, tone, and performance.

What We Offer

We focus on bringing quality and authenticity to every order. Our catalogue includes:

  • Tuners & Machine Heads – Precision, stability, and smooth tuning from leading brands.
  • Switches & Electronics – Reliable Switchcraft and CTS components trusted by luthiers worldwide.
  • Pickups – Humbuckers, single-coils, and bass pickups for every style and sound.
  • Pots & Wiring – Smooth control, consistent response, and durable builds.
  • Bridges & Tailpieces – High-quality hardware for better sustain and intonation.
  • Knobs, Covers & Plates – Finishing touches to personalise your instrument.
  • Accessories & Tools – Essentials for guitar care, maintenance, and setup.

Every product we carry is hand-picked for quality and performance, so you can shop with confidence knowing you’re getting genuine, reliable gear.

Why Choose Us?

  • Trusted Brands Only – We supply original, authentic parts — never cheap knock-offs.
  • Musician-Owned & Operated – We know what matters because we play, repair, and build too.
  • Fast Dispatch – Local and international shipping options, with real-time tracking.
  • Expert Support – Not sure what part fits? We’ll help you choose the right component for your guitar.
  • Community Commitment – We support local musicians, repair shops, and luthiers with fair pricing and bulk options.

Our Promise

We believe buying guitar parts should be easy, reliable, and stress-free. That’s why we guarantee:

  • Clear product descriptions and sizing guides.
  • Secure checkout and safe payment options.
  • Careful packaging to ensure your order arrives safely.
  • Responsive after-sales support if you need help or advice.

Whether you’re restoring a vintage Strat, hot-rodding a Les Paul, or building a custom masterpiece from scratch, Hardcastle Guitar Supply is here to help you every step of the way.

FAQS

1. Do you stock original brand parts?

Yes.

At Hardcastle Guitar Supply we only source from trusted, official suppliers and manufacturers such as Gotoh, Switchcraft, CTS, and other well-known brands. Every item we sell is guaranteed 100% authentic, brand new, and inspected before shipping. We do not sell imitations, knock-offs, or second-hand parts unless clearly stated in the product description (e.g. clearance, B-stock).

2. Do you ship internationally?

Yes, we ship worldwide.

  • South Africa: Local orders are shipped via trusted courier partners and typically arrive within 2–5 business days.
  • International: Delivery times vary depending on destination and customs, usually 7–21 business days.
  • Customs Duties/Taxes: Please note, some countries may charge additional import duties or taxes. These charges are not included in our prices and are the responsibility of the buyer.

If you’re unsure about shipping costs to your country, contact us before placing your order and we’ll provide an estimate.

3. How can I track my order?

Once your order has been dispatched, you’ll receive an email confirmation with a tracking number. You can use this number to track your package through the courier’s website.

  • Local orders: Updates are usually available within a few hours after dispatch.
  • International orders: Tracking may take 24–48 hours to appear, and in some cases, updates may pause while your parcel is in customs.

If you experience any delays or issues, email us at info@thehardcastleco.co.za and we’ll assist right away.

4. Can I return or exchange an item?

Yes.

We understand that sometimes a part may not fit your guitar, or you may change your mind. Our Returns & Exchanges Policy allows you to return or exchange items within 14 days of delivery, provided they are unused, in their original packaging, and in resellable condition.

  • If the item is defective, damaged, or incorrect, we will cover return shipping costs.
  • If you are returning due to preference or incorrect ordering, return shipping is the customer’s responsibility.

Refunds or exchanges are processed within 5–7 business days of receiving the item.

5. What payment methods do you accept?

We accept a wide range of secure payment options, including:

  • Credit & Debit Cards (Visa, Mastercard, etc.)
  • Instant EFT (South Africa)
  • PayPal (for international customers)
  • Other secure payment gateways depending on your region.

All payments are processed through trusted, encrypted platforms to protect your financial information.

6. Do you offer warranties on products?

Yes.

Most of our products come with the manufacturer’s warranty, which covers defects in materials and workmanship. Warranty lengths vary by brand and product type.

  • For Gotoh, Switchcraft, and CTS parts, warranties are typically 6–12 months.
  • Strings, picks, and consumables are not covered under warranty due to natural wear.

If you experience a warranty issue, please contact us with photos/videos and proof of purchase.

7. Can you help me choose the right part?

Absolutely!

If you’re unsure whether a part will fit your guitar (e.g. tuner hole size, bridge spacing, or potentiometer type), email us with your guitar’s make, model, and year. Our team will help guide you toward the correct fit.

8. Do you offer discounts for bulk orders or luthiers?

Yes, we support builders and repair shops. If you are ordering in bulk or regularly purchase parts for repairs/builds, contact us at info@thehardcastleco.co.za to discuss wholesale or loyalty pricing.

9. What if an item I want is out of stock?

If a product is sold out, you can:

  • Contact us to find out the estimated restock date.
  • Request a special order if the product is available from the manufacturer.
10. How do I know if a product will fit my guitar?

We provide detailed measurements and specifications in the product description whenever possible. To ensure proper fit:

  • Compare the measurements to your existing part.
  • Use our Size Guide for common items like tuners, bridges, and pots.
  • Contact us if you’re still unsure — we’re happy to help.

TERMS OF SERVICE

Effective Date: 01/01/2025

These Terms of Service govern your use of Hardcastle Guitar Supply (trading name of Hardcastle Trading (Pty) Ltd) and your purchase of products through our website.

1. General
  • The website is operated by Hardcastle Trading (Pty) Ltd, a registered company in South Africa.
  • By using this site, you agree to these terms, which may be updated at any time.
2. Products & Orders
  • We strive for accuracy in descriptions, but errors may occur.
  • Orders are accepted subject to product availability and confirmation of payment.
  • We reserve the right to cancel orders due to stock shortages, pricing errors, or suspected fraud.
3. Pricing & Payment
  • All prices are in South African Rand (ZAR). International orders may be subject to currency conversion by your payment provider.
  • Full payment is required before an order is processed.
  • Accepted payments: secure online gateways (PayFast, PayPal, Stripe, etc.).
4. Shipping & Delivery
  • We ship across South Africa and internationally, including the UK and US.
  • Shipping fees and delivery estimates are shown at checkout.
  • International customers are responsible for customs duties, taxes, and import regulations in their country.
5. Returns & Refunds
  • Returns accepted within 14 days of delivery (unused, original packaging, resale condition).
  • Custom/special-order items are non-refundable, unless defective.
  • Refunds are processed once the product is inspected and approved.
  • Shipping costs are non-refundable unless the return is due to our error.
6. Warranties & Liability
  • Products are sold “as is” with manufacturer warranties where applicable.
  • We are not responsible for damage caused by incorrect installation, misuse, or modifications.
  • Liability is limited to the value of the purchased product.
7. Intellectual Property
  • All website content (logos, images, product descriptions, text) belongs to Hardcastle Trading (Pty) Ltd.
  • No content may be copied, used, or distributed without prior written consent.
8. Governing Law & Jurisdiction
  • South African law governs these terms for local customers.
  • For UK and EU customers, mandatory consumer protections under local law apply.
  • For US customers, state and federal consumer protection laws apply.

Shipping & Delivery Policy

This Shipping & Delivery Policy explains how we handle dispatch, delivery, tracking, customs, and claims for orders placed on our website.

1) Processing & Dispatch
  • Order processing time: We aim to dispatch within 1–2 business days (Mon–Fri, excluding public holidays, South Africa time).
  • Cut-off time: Orders received after 13:00 SAST may be processed the next business day.
  • Out-of-stock / pre-orders: If an item is out of stock or on pre-order, we’ll email an updated ETA or offer alternatives/refund options.
  • Address accuracy: Please ensure your delivery details are complete and correct. We’re not liable for delays or losses caused by incomplete/incorrect addresses.
2) Delivery Services & Regions


A. South Africa (Domestic) — PuDo

  • Method: PuDo locker-to-locker and PuDo courier (door-to-door) where available.
  • Typical transit time: 2–5 business days, depending on destination and service selected.
  • Tracking: A tracking link/SMS will be sent when your order ships.
  • Locker collections: You’ll receive pickup details and a collection window from PuDo. Uncollected parcels return to us and re-delivery fees may apply.
  • Authority to Leave (ATL): If you permit ATL at checkout (door deliveries), risk transfers upon courier scan at your premises.

B. United Kingdom & United States — FedEx International

  • Method: FedEx International (priority or economy, chosen at checkout or optimised by us).
  • Typical transit time: 5–10 business days, excluding customs clearance time.
  • Tracking: A FedEx tracking number will be provided on dispatch.
  • No P.O. Boxes: FedEx requires a physical address and recipient contact number.
  • Failed delivery / re-delivery: If FedEx cannot deliver after reasonable attempts, the shipment may be returned or held. Re-delivery/return charges may apply.

Note on other destinations: We can often ship worldwide on request. Contact us for a quote.


3) Duties, Taxes & Customs (International Orders)
  • Incoterms: Unless expressly stated otherwise, shipments to the UK/US are sent DAP (Delivered At Place)/DDU.
  • Importer of record: The customer/recipient is the importer of record and responsible for all VAT, customs duties, brokerage and handling fees assessed by local authorities or FedEx.
  • Customs delays: Customs inspections can extend delivery times; these are outside our control.
  • Refusal to pay charges: If charges are refused and the parcel is returned or abandoned, we may deduct all carrier and handling costs from any refund.
4) Shipping Fees & Surcharges
  • Rates: Calculated at checkout based on destination, weight/volumetric weight, and service.
  • Remote areas: Couriers may apply remote/extended area surcharges. We’ll notify you if additional fees apply before dispatch.
  • Re-delivery / return-to-sender fees: If a parcel is returned due to incorrect address, failure to collect, or refusal, actual courier fees may be chargeable before re-shipping or deducted from a refund.
5) Packaging & Restricted Items
  • Protective packaging: Parts are packed to minimise transit damage.
  • Magnetised materials: Certain magnets/pickup components may be subject to air transport restrictions. We package and declare in line with applicable courier/IATA rules; where a service cannot carry an item, we’ll suggest alternatives or refund.
  • Prohibited goods: We cannot ship items prohibited by carrier or destination law/regulation.
6) Risk of Loss & Title
  • Transfer of risk: Risk passes to you upon delivery scan at your address/locker, or signature/OTP release, as applicable.
  • Title: Title to goods transfers upon receipt of full payment and dispatch.
7) Tracking, Delivery Issues & Claims
  • Tracking updates: Use your tracking link for real-time status. Please allow up to 24 hours after dispatch for scans to appear.
  • If your parcel is late: Check tracking first, then contact the courier and/or us with your order number.
  • Visible damage on delivery: Please note the damage with the courier/locker interface (if possible), photograph the packaging and contents immediately, and contact us within 48 hours.
  • Concealed damage / missing items: Report within 7 days of delivery with photos of packaging and contents.
  • Lost shipments: If tracking shows no movement for an unreasonable period or the courier confirms loss, we’ll lodge a claim. Resolution depends on the courier’s investigation.
  • Claims window: You must notify us within 7 days of delivery (or expected delivery for non-delivery) so we can meet carrier claim deadlines. Late claims may not be accepted by carriers.
8) Insurance
  • Optional shipping insurance may be available at checkout for higher-value orders. If declined, compensation is limited to the courier’s standard liability, which may be below the order value.
  • Exclusions: Couriers often exclude coverage for improper installation, wear-and-tear, or where packaging is discarded before evidence is recorded.
9) Split Shipments & Partial Fulfilment
  • We may split an order into multiple parcels for safety or logistics. You’ll receive separate tracking numbers.
  • Back-ordered items may ship later at no extra domestic cost; international split shipping may incur additional charges (we’ll confirm first).
10) Delivery Instructions & Access
  • Gate codes, access notes, safe place: Provide clear notes at checkout. We’ll pass reasonable instructions to the courier, but compliance is not guaranteed.
  • Signature requirements: Some shipments may require a signature or OTP for release. If no one is available, redelivery or pickup may be required.
11) Non-Delivery, Returns to Sender & Refusals
  • Undeliverable parcels (wrong/incomplete address, not collected from locker, customs fees unpaid, refused delivery) may be returned to us.
  • On return, we can re-ship (after payment of re-shipping and any carrier return fees) or refund the item price minusall courier costs incurred. Original shipping is non-refundable unless due to our error.
12) Force Majeure
  • We aren’t liable for delays or failures caused by events beyond our reasonable control (e.g., severe weather, strikes, disasters, public emergencies, customs actions, carrier network issues).
13) Contact (Shipping Support)
  • Email: info@thehardcastleco.co.za
  • Phone/WhatsApp: +27636580201
  • Hours: Mon–Fri, 09:00–17:00 SAST (excluding public holidays)

 

Country-Specific Snapshot (Quick Reference)


South Africa (PuDo):

  • Services: Locker-to-locker; courier door delivery where available.
  • ETA: 2–5 business days.
  • ATL optional (door). Locker collection within the provided time window.

United Kingdom (FedEx):

  • Services: FedEx International.
  • ETA: 5–10 business days (+ customs).
  • Duties/VAT/fees payable by recipient (DAP). No P.O. Boxes.

United States (FedEx):

  • Services: FedEx International.
  • ETA: 5–10 business days (+ customs).
  • Duties/taxes/fees payable by recipient (DAP). No P.O. Boxes.

Privacy Policy

Trading Name: Hardcastle Guitar Supply
Company: Hardcastle Trading (Pty) Ltd
Effective Date: 01/09/2025
Last Updated: 01/09/2025

At Hardcastle Guitar Supply, your privacy matters. This Privacy Policy explains how we collect, use, store, and protect your personal information when you interact with our website, services, and communications. By using our site, you consent to the practices outlined below.

1. Information We Collect

We may collect the following categories of personal data:

  • Identity details: Name, surname, username, or similar identifiers.
  • Contact details: Billing/delivery addresses, email addresses, phone numbers.
  • Transaction details: Payment method (via secure processors only), order history, invoices, and receipts.
  • Technical data: IP address, browser type, device type, time zone settings, and website usage analytics.
  • Marketing preferences: Opt-in status for newsletters, promotional emails, or product updates.
2. How We Use Your Information

We process your personal data to:

  • Fulfil and deliver your orders.
  • Provide customer service and handle enquiries.
  • Send order confirmations, shipping updates, and invoices.
  • Improve our website functionality, security, and performance.
  • Send marketing communications (only where you have opted in).
  • Comply with legal, tax, and accounting obligations.
3. Payment Security
  • We do not store or have access to your credit/debit card details.
  • All transactions are processed via trusted third-party payment gateways (e.g., PayFast, PayPal, or other providers at checkout) using encryption and PCI-DSS compliance.
4. Sharing of Information

We only share your data with:

  • Couriers/logistics providers: For shipping and delivery purposes.
  • Payment processors: To securely process your payment.
  • Service providers: Such as IT, analytics, and marketing platforms that support our operations.
  • Legal authorities: When required by law, regulation, or court order.

We never sell, rent, or trade your personal information to third parties.

5. Cookies & Tracking
  • Our website uses cookies and analytics tools to improve your browsing experience, monitor performance, and deliver relevant marketing.
  • You may disable cookies in your browser, though certain features may not work as intended.
6. Data Retention
  • We retain your personal information only as long as necessary to fulfil the purposes outlined in this policy.
  • For tax and accounting purposes, order records may be stored for up to 7 years (or as legally required).
7. Your Rights

You have the right to:

  • Access and request a copy of your personal data.
  • Request corrections to inaccurate or outdated information.
  • Withdraw marketing consent at any time.
  • Request deletion of your data (where legally permissible).
  • Lodge a complaint with the South African Information Regulator if you believe your data has been mishandled.
8. Data Protection

We employ industry-standard safeguards including SSL encryption, restricted access, and secure hosting to protect your data. However, no online transmission can be guaranteed 100% secure.

9. Updates to This Policy

We may update this Privacy Policy from time to time. Updates will be posted on our website with the latest “Last Updated” date.

10. Contact

  • Email: info@thehardcastleco.co.za
  • Phone/WhatsApp: +2763 658 0201

Refund Policy

TRADING NAME: HARDCASTLE GUITAR SUPPLY

COMPANY: HARDCASTLE TRADING (PTY) LTD

EFFECTIVE DATE: 01/09/2025

LAST UPDATED: 01/09/2025

WE WANT YOU TO BE SATISFIED WITH EVERY PURCHASE. THIS REFUND POLICY EXPLAINS THE CIRCUMSTANCES UNDER WHICH REFUNDS ARE AVAILABLE.

1. ELIGIBILITY FOR REFUNDS

 

REFUNDS MAY BE GRANTED IF:

• THE PRODUCT IS DEFECTIVE, DAMAGED, OR NOT AS DESCRIBED.

• THE WRONG ITEM WAS SHIPPED.

• YOUR ORDER IS CANCELLED PRIOR TO DISPATCH.

• THE PARCEL IS LOST IN TRANSIT AND CONFIRMED AS UNDELIVERABLE BY THE COURIER.

2. EXCLUSIONS FROM REFUNDS

 

WE CANNOT PROVIDE REFUNDS FOR:

• CHANGE-OF-MIND PURCHASES ONCE DISPATCHED.

• ITEMS DAMAGED DUE TO MISUSE, MISHANDLING, OR IMPROPER INSTALLATION.

• SPECIAL ORDERS, CUSTOM PRODUCTS, OR PERSONALISED ITEMS.

• CLEARANCE OR “FINAL SALE” ITEMS (MARKED NON-RETURNABLE).

3. REFUND PROCESS

 

• CONTACT US WITHIN 7 DAYS OF DELIVERY (OR EXPECTED DELIVERY FOR UNDELIVERED PARCELS).

• PROVIDE YOUR ORDER NUMBER, REASON FOR REFUND, AND PHOTOGRAPHS IF APPLICABLE.

• OUR SUPPORT TEAM WILL REVIEW YOUR CASE AND CONFIRM ELIGIBILITY.

• ONCE APPROVED, REFUNDS WILL BE PROCESSED VIA THE ORIGINAL PAYMENT METHOD.

4. TIMELINES

 

• REFUNDS TYPICALLY TAKE 5–10 BUSINESS DAYS TO REFLECT, DEPENDING ON YOUR BANK OR PAYMENT PROVIDER.

• COURIER AND HANDLING CHARGES ARE NON-REFUNDABLE UNLESS THE RETURN IS DUE TO OUR ERROR.

5. PARTIAL REFUNDS

 

• IN CASES WHERE ONLY PART OF AN ORDER IS DEFECTIVE OR RETURNED, WE MAY ISSUE A PARTIAL REFUND FOR THE AFFECTED ITEMS ONLY.

6. CONTACT FOR REFUNDS

 

EMAIL: info@thehardcastleco.co.za

PHONE/WHATSAPP: +2763 658 0201

Returns & Exchanges Policy

Trading Name: Hardcastle Guitar Supply
Company: Hardcastle Trading (Pty) Ltd
Effective Date: 01/09/2025
Last Updated: 01/09/2025

We want you to shop with confidence. This Returns & Exchanges Policy sets out how customers can return or exchange products purchased from us.

1. Return Window
  • Customers may request a return or exchange within 7 days of delivery.
  • Items must be unused, in their original packaging, and in resellable condition.
2. Eligible Items

Returns and exchanges are accepted for:

  • Incorrect items received.
  • Defective or faulty products.
  • Items damaged during shipping (photographic proof required).
3. Non-Returnable Items

We cannot accept returns on:

  • Gift cards or digital products.
  • Clearance, discounted, or “final sale” items.
  • Installed or modified parts.
  • Special/custom orders (unless defective).
4. Process for Returns
  1. Contact us at [Insert support email] with your order number and reason for return.
  2. Wait for our return authorisation and instructions.
  3. Return the item using a trackable shipping service. Customers are responsible for return shipping costs unless the return is due to our error.
  4. Once received and inspected, we’ll confirm approval or rejection of the return.
5. Exchanges
  • If an item qualifies for exchange, we will ship a replacement once the original item is returned and inspected.
  • In cases where the desired replacement is unavailable, we will issue a refund or store credit.
6. Return Shipping
  • Customers must ensure returned items are securely packaged.
  • We recommend using insured and trackable services as we cannot accept liability for lost or damaged return parcels.
7. Restocking Fees

In some cases (e.g., non-defective returns), a 10% restocking fee may apply to cover inspection, handling, and repackaging costs.

8. Contact (Returns Department)
  • Email: [Insert support email]
  • Phone/WhatsApp: [Insert number]
  • Business Hours: Monday–Friday, 09:00–17:00 SAST