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.

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.

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

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

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