Terms of service UK

Terms and Conditions (B2C – United Kingdom) 
Effective date: 1.12.2025 

Seller / Operator: 
Praha Music Center s.r.o. (limited company) 
Registered office: Ocelarska 937/39, 190 00 Praha 9 – Vysocany, Czech Republic 
Company ID (ICO): 18626459 • VAT ID: CZ18626459 
Registered with the Municipal Court in Prague, Section B, Insert 18655 

Brand name used on the website: Henry’s Music 
Website: www.henrysmusic.com / [UK Shopify store URL] 
E-mail: customers@henrysmusic.com 
Telephone: +420 602 384 427 

Returns and Complaints Address: 

 
Praha Music Center s.r.o. – Central Warehouse 
Rakovnicka 2665, 440 01 Louny, Czech Republic 

These Terms govern purchases made by consumers on the Henry’s Music online store that is directed to the United Kingdom. 

 

1) Scope and Consumer Protection 

These Terms apply to consumers purchasing goods outside the course of their trade, business, craft or profession. 

All contracts are concluded in English, and all goods are shipped from the Czech Republic. 

We are not bound by any industry codes of conduct unless explicitly stated.

 

2) Goods Information and Pricing 

Product Information 

  • Product pages describe the main features, included accessories and availability. 

  • Wood is a natural material; colour, grain pattern, shade and weight naturally vary. These variations are expected physical characteristics and are not defects. This does not affect your statutory rights if the goods fail to conform to the contract. 

 

Electric Guitars – Final Luthier Setup 

All electric guitars undergo a final manual luthier setup before dispatch to optimise playability (e.g., action, intonation, neck relief, string height). 

Typical setup time: 3 – 5 working days 

  • This timeframe is a non-binding estimate and may vary due to workload, technical adjustments or material characteristics. 

Setup preferences differ among players and cannot be guaranteed as final personal preference. 
Climate conditions after delivery may require subsequent adjustments, which form part of normal guitar maintenance unless an underlying fault is present. 

Price and Tax 

  • Prices shown at checkout include UK VAT (where applicable) and all customs or import charges for delivery to the UK. 

  • Delivery costs are displayed separately before purchase. 

  • The checkout price is final. No additional import or customs fees will be requested after purchase. 

No Binding Offer 

The presentation of goods on the website is an invitation to treat, not a binding offer. 

A contract becomes binding only once we send a separate order confirmation email. 

Errors 

If a product or price is displayed with an obvious error, we may cancel the order before dispatch and refund all payments. 

Unavailability 

If goods become unavailable after order confirmation (e.g., supply issues, damage, legal restrictions), we may cancel and refund all payments in full.

 

3) Reviews Transparency 

Only verified purchasers may leave published reviews. Verification is based on matching the reviewer’s email to an order in our system.  

We may reject reviews that contain illegal, abusive or discriminatory content.

 

4) Ordering and Contract Formation 

  1. Add goods to the cart, choose delivery and payment method, and submit your order. 

  1. By clicking “Submit order with payment obligation”, you confirm a binding order and agree to pay. You also confirm that you have read and accepted these Terms and our Privacy Policy. 

  1. The contract becomes binding only when we send a separate order confirmation email with these Terms. 

  1. We may cancel an order on reasonable grounds of suspected fraud, legal or shipping restrictions, or operational impossibility. If cancelled, we will notify you as soon as reasonably possible and refund all payments in full. 

 

Payment Authorization Timing 

For card and digital wallet payments, authorisation occurs at order placement.  

The final charge may be processed when the invoice is issued and goods are prepared for dispatch.

 

5) Delivery, Risk and Title 

Dispatch Time 

  • In-stock goods are typically dispatched within 2 business days after any required luthier setup is completed. 

Carrier Delays 

Delivery time depends on carrier availability. Delays may occur due to logistics, flight availability, customs inspections or security checks. These events are outside our control and do not constitute a breach of contract, provided delivery occurs within the statutory timeframe. 

Delivery Deadline 

Unless agreed otherwise, delivery must occur within 30 days after contract conclusion. Failure to deliver entitles you to cancel the contract and receive a full refund. 

 

Customs Handling 

Although we prepay all taxes and charges for UK delivery, customs authorities may hold parcels for inspection. Such inspection do not give rise to liability. 

Risk and Title 

  • Risk transfers to you when you physically receive the goods. 

  • Title passes only after full payment is received. 

Inspection After Delivery 

Although not legally mandatory, we kindly request that you notify us of any visible transport damage promptly. 

 

Failure to Accept Delivery 

If you unreasonably refuse or fail to accept delivery, we may charge storage (GBP 1/day, max GBP 30) and recover the failed delivery costs. After reasonable notice, we may sell the goods and offset our costs. This does not affect your statutory rights, including any rights you may have to cancel the contract.

 

6) Shipping Territories, Customs and Restricted Goods 


We deliver only to the United Kingdom and territories listed on our Shipping page. The list of available delivery territories may change from time to time and is always shown on our Shipping page at the time you place your order. 

Some products (e.g., certain batteries or restricted woods) may not legally ship to certain addresses. If shipment is impossible, we will cancel and refund. 

Consumers pay only the price stated at checkout; any contrary Incoterms rules do not apply.

 

7) Payment Methods and Fraud Prevention 

Payment options shown at checkout depend on availability and may change. Use only a payment instrument you are legally entitled to use. We may verify transactions to prevent fraud. Suspicious or unverifiable orders may be cancelled and refunded. 
We may use third-party payment providers to process your payments securely. These providers will process your data in accordance with our Privacy Policy.

 

8) Right of Withdrawal (Returns) – UK Consumers 

Return Period 

You may withdraw within 30 days from delivery, without giving a reason. This includes a voluntary extension beyond the statutory 14 days. You can submit a return request at https://www.henrysmusic.com/return-of-goods/, or you can inform us of your decision to withdraw by email or any other clear statement. Using our online form is recommended but not mandatory. 

Return Process 

  1. Submit a return request at: https://www.henrysmusic.com/return-of-goods/ 

  1. We will provide a return label on request. 

  1. For standard returns (no defect), GBP 35 will be deducted from your refund if you choose to use our label. Alternatively, you may organise and pay for return shipping yourself using your preferred carrier, in which case no label fee will be deducted. 

Refunds 

  • Refunds are issued within 14 days after we receive the returned goods (or proof of sending), minus any applicable deductions. 

  • Refunds are processed using the same method you used unless we agree otherwise. 

Condition of Goods 

You may handle goods to determine nature, characteristics and functioning. 
We may deduct a reasonable amount if there is use beyond inspection (e.g., scratches, wear, missing accessories, torn packaging). Any such deduction will reflect the loss in value caused by your handling of the goods. 

Consumables and Hygiene 

Where health protection, hygiene or performance would be seriously compromised after opening or use, your return rights may be limited once the product has been unsealed or used (for example certain strings, reeds, mouthpieces, headphones, earplugs, drumheads or other consumables). This exception only applies where the goods were sealed for health or hygiene reasons and you have unsealed them after delivery. Nothing in this section affects your rights if the goods are faulty. 

Partial Returns – Bundles, Gifts, Sets 

If promotional bundles, sets or free gifts are returned partially, the refund may be adjusted based on the regular price of items kept by the customer. 

Exceptions 

You cannot withdraw from: 

  • sealed goods not suitable for return for hygiene reasons once opened; 

  • sealed audio/video media or software once opened; 

  • digital content not on a physical medium once performance has begun with your consent; 

  • goods inseparably mixed with other items after delivery.

 

9) Conformity, Legal Guarantee and Warranty 

Statutory Rights 

UK consumers retain statutory rights for faulty goods. These rights may apply for up to six years depending on the circumstances. This period is not a six-year commercial warranty. 

UK consumers benefit from statutory rights in relation to faulty goods, including rights under the Consumer Rights Act 2015. These rights may apply for up to six years depending on the circumstances. This period is not a six-year commercial warranty. In addition to these statutory rights, we provide a 24-month commercial warranty from delivery as described below. This warranty does not limit or replace your statutory rights. 

Commercial Warranty 

We provide a 24-month commercial warranty from delivery. This does not limit statutory rights. 

How to Make a Warranty Claim 

Email customers@henrysmusic.com with: 

  • order number 

  • issue description 

  • requested remedy 

We will confirm receipt and respond without undue delay. 

What Is Not a Defect 

The following are generally not considered defects in themselves (unless there is an underlying fault): 

  • setup preferences (action, tuning, string gauge, neck relief) 

  • climate-related changes (humidity, temperature, shipping acclimatisation) 

  • wear of consumables (strings, reeds, picks, drum heads, cables, etc.) 

  • damage caused by improper use, modification, or unauthorised repair 

This list does not affect your statutory rights if the goods are faulty.

 

10) Payments, Invoicing and Taxes 

Invoices are issued electronically. Invoices are normally issued in English and in GBP for UK consumers. Prices at checkout include VAT (if applicable) and all import/customs charges for UK delivery. Dispatch may be paused if payment is incomplete or fraud is suspected.

 

11) Batteries, Recycling and Environmental Information 

Some goods may contain batteries or electronics. Do not dispose of such products with household waste. Use local recycling schemes. If shipment of restricted goods is impossible, we will cancel and refund.

 

12) Communication and Contract Storage 

Communication is primarily via email. The purchase contract is stored electronically but is not accessible after purchase, so please retain all emails and documents provided. For information about how we use your personal data, please see our Privacy Policy available on our website.

 

13) Disputes and Governing Law 

This contract is governed by the laws of the Czech Republic. 
However, if you are a consumer resident in the United Kingdom, you also benefit from any mandatory protections provided by the laws of your country of residence, and you may bring legal proceedings in the UK courts.

 

14) Alternative Dispute Resolution (ADR) 

We are not obliged to participate in alternative dispute resolution (ADR) procedures and currently do not voluntarily participate in any specific ADR scheme. You may still contact a certified ADR entity for advice, but we are not required to agree to their involvement. Information about ADR providers in the UK is available from the UK Citizens Advice service and other public sources.

 

15) Promotions, Vouchers and Loyalty 

Promotion codes are not cumulative unless stated. Gift cards are not redeemable for cash unless required by law. Refunds of partially returned bundles may be adjusted.