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At BSGW, we believe in fostering genuine connections with our customers. We avoid corporate jargon and impersonal interactions, focusing instead on building meaningful relationships with the people who share our passion for music. When you choose BSGW, you're not just a buyer—you’re part of a community that values authentic gear and great sound.
Unlike many companies that rely on outsourcing or automated AI-driven services for customer care, we believe in maintaining a direct, hands-on approach. Our customer service is handled entirely in-house by real professionals who understand both our products and the needs of musicians. Whether you have questions about your order, need technical advice, or want assistance choosing the right product, you’ll speak with someone who knows the gear and shares your passion for music. This personal touch ensures that every inquiry is handled with care and attention to detail. We don’t rely on AI or chatbots to solve problems—we provide expert, human-led support at every step of the way. Our goal is to offer a professional, personalized experience where you feel valued and understood.
At BSGW, we manage everything ourselves. We don't believe in outsourcing customer service to third-party agencies or relying on automated AI tools to handle your inquiries. Instead, we have a dedicated team that takes the time to understand each customer’s needs. This allows us to offer prompt, thoughtful, and relevant support. When you contact us, you can be sure that you’re speaking with someone who knows the products inside and out—whether it's a question about our custom amplifiers, guitars, pickups, or guitar accessories.
From browsing to purchasing to after-sales support, we are with you every step of the way. If you're unsure about a product or need advice on gear customization, we are always available to guide you. Every order is treated with the attention it deserves, and our communication is open and direct, without any automated responses or intermediaries.
In short, BSGW isn't just about selling equipment; it’s about creating lasting relationships and providing a level of care and expertise that ensures you have the best possible experience. We take pride in offering personalized service because we understand that great music starts with great tools—and great support.
Our Customer Care Philosophy!
P.O.D.R Policies
Payment Procedure
1.1. To start working on your order, we require a prepayment, which usually ranges from 30% to 50% (the percentage depends on the order value, urgency, current workload, operating expenses). This prepayment covers the cost of purchasing the necessary materials and components.
1.2. We accept payment through the following methods:
Payment via the BSGW Ltd. website (payment service provider JSC "UniversalBank" (Monobank))
Direct bank transfer
PayPal (Important!!! In this case, payment will be made in P2P mode, and not as payment for goods and services. This is due to the fact that according to PayPal rules, Ukrainian accounts cannot be commercial).
Payoneer (payment in this case is made by issuing an invoice).
International money transfer systems (Western Union, Money Gram, PrivatMoney, etc.)
Payment via eBay, Etsy, Reverb marketplaces
1.3. We are constantly working on expanding the available payment methods, but we want to warn you that cryptocurrency is not included in this list. High volatility of the exchange rate, difficulties with accounting, as well as the legal uncertainty of the status of this payment method make it unavailable at the moment.
General Provisions
1.1. At BSGW Ltd., we create guitar amplifiers, cabinets, effects pedals, and accessories individually for each musician. Each item is handmade, made especially for you, taking into account all your wishes for sound and/or design. Please note that the products on the website are examples of our work, and they are not in stock unless otherwise stated. You can be inspired by the presented models or come up with something completely unique!
1.2. Placing an order is easy! Choose the product you like and clarify all the details through the order form or write to us in chat, by mail, in Telegram, Viber, WhatsApp, Signal - whichever is more convenient for you. We are always in touch and ready to answer all your questions. Feel free to tell us about your musical preferences, playing style, and what kind of sound you want to get. The more information you give us, the better we can make your dream come true!
1.3. To start working on your order, we need a prepayment. It covers the cost of high-quality components that we order especially for you. Usually it is 30-50% of the cost of the finished product, but we can always discuss this individually. Prepayment is a guarantee that together we are serious and ready to create the instrument of your dreams!
2.1. Want to know all the details about your future amp or pedal? Ask! We will be happy to tell you everything we can about materials, technologies, components. We are open to communication and want you to be completely confident in your choice. Of course, we cannot reveal all the secrets of craftsmanship, but you can be sure that your instrument will be made with love and attention to detail.
2.2. We keep you informed about the process of creating your order. You can always find out what stage the work is at, how long to wait, and ask for photos or videos. We can't wait to share with you every stage of creating your masterpiece! Write to us, but remember that we have a lot of orders, so try not to bombard us with questions every day.
2.3. Changed your mind and want to change something in your order? No problem! We are flexible and ready to make reasonable changes if it does not affect the operation of the device and does not turn it into a completely different project. In this case, we will have to revise the price and terms. Let's discuss all the details and find the best solution!
2.4. You have the right to cancel the order. If manufacturing has not yet begun, we will refund your prepayment in full. If the work has already begun, we will discuss the refund conditions individually, taking into account the costs incurred.
2.5. In order for us to create the instrument of your dreams, it is important to provide us with complete and accurate information about your wishes. Tell us about your musical preferences, playing style, desired sound. The more details you give us, the better we can understand you and bring your ideas to life.
2.6. We value your time and try to fulfill orders within the agreed time frame. You undertake to make timely payment for the order so that we can continue working without delays.
2.7. When your order is ready, we will be happy to inform you about it! You agree to accept the order and pay for shipping.
2.8. We are always ready to help! If you have any questions about the operation or maintenance of the manufactured product, do not hesitate to contact us for advice.
3.1. We have the right to request additional information from you necessary for the manufacture of the order. These can be diagrams, drawings, photographs, audio recordings, or any other materials that will help us better understand your wishes and create a product that will completely suit you.
3.2. We undertake to manufacture the order in accordance with the agreed specification and terms, using suitable materials and components. We guarantee high quality of our work and reliability of our products.
3.3. We have the right to make minor changes to the design of the product if this does not affect its functionality and appearance. If it is necessary to make significant changes, we will definitely agree them with you.
3.4. We undertake to inform you about the progress of the order and answer your questions in a timely manner. We strive for an open and honest dialogue with every client.
3.5. We have the right to refuse to fulfill the order if it contradicts our principles or technical capabilities. We may also refuse an order if the buyer fails to fulfill their obligations for payment or for providing the necessary information.
3.6. We undertake to ensure the confidentiality of your personal data and not to transfer it to third parties without your consent.
4.1. We count the production time in working days, excluding holidays and weekends established by the legislation of Ukraine.
4.2. Now is a difficult time in Ukraine, and sometimes there are objective difficulties that can affect the timing (for example, power outages, air raids all day long). But we do our best to ensure that your order is completed on time, and you can enjoy your product as soon as possible!
4.3. The production time is indicated for each order separately in the invoice. Usually it is from 4 to 30 working days, depending on the complexity of the project, the availability of components and our workload. We try to work quickly, but we do not sacrifice quality.
4.4. We always keep you updated! If any circumstances arise that may affect the timing, we will definitely inform you about this within one working day.
4.5. We really appreciate your patience and understanding! If, through our fault, the order is delayed by more than 7 working days, we will definitely offer you compensation. This can be a discount, a promo code for the next purchase, free shipping, or other nice bonuses. We will definitely find a solution that suits both parties.
5.1. The finished product, together with the shipping package, documentation, and box, is carefully packed and handed over for dispatch by the relevant delivery service within 1-3 business days from the moment of full payment by the Buyer.
5.2. The cargo is shipped by postal services such as UPS, FedEx, DND, Nova Poshta, Ukrposhta, Meest, EMS (at the buyer's choice).
5.3. The final shipping cost consists of the following components:
the cost of delivery itself (depending on the recipient's address; larger actual or volumetric weight; chosen delivery service and service)
insurance cost (1% of the cost of the finished product)
fee for processing and packaging of postal items (fixed cost of $10, covering the cost of courier transportation, the price of packaging materials, fuel and time costs)
cost of transit transportation* (from 75 to 160 hryvnias, applies to combined delivery methods - UPS or FedEx)
commission of the payment system or marketplace (depending on where exactly the transaction was carried out).
5.3. The Buyer has the right to demand all the necessary documents confirming the actual dispatch of the goods (receipt of payment, copy of the postal label, copy of the customs declaration, tracking number, photograph of the packaged product).5.4. The Buyer undertakes to provide accurate shipping information:
Full Name (in some cases, patronymic too)
Phone number (in international format, starting with a + sign with the country code. For example, +1 910 456 867)
Email address
Street and house number
Postal code
State, Province
Country
5.5. The Buyer is fully responsible for the correctness of the entered data. Any consequences caused by the revealed incorrectness of the data are the responsibility of the Buyer. In cases where the goods were not delivered or returned to the Sender for this reason, the cost of delivery and the paid order will not be compensated.5.6. The buyer is responsible for paying customs duties, brokerage fees, and other financial costs associated with the delivery of postal items. BSGW Ltd. does not provide advice on how much more will have to be paid when the goods arrive in the country of destination. For such information, you need to contact the competent customs authorities or find it in the public domain.
*Transit transportation - delivery of a postal item (order) within Ukraine by national postal delivery services (Ukrposhta, Nova Poshta) from the point of departure to the sorting transit point in Kyiv for subsequent processing and forwarding to the primary transit center in Poland (Rzeszow), where the parcel will be tracked according to the original waybill of the corresponding international postal service (UPS, FedEx, DND). Transit transportation has a corresponding tracking number, which is provided to the buyer in the form of a direct link. The transit fee is valid from the moment of the start of the armed aggression of the Russian Federation against Ukraine on February 24, 2022, since the airspace is currently closed.
Write to us!
BSGW Limited. is a modern workshop for electric & acoustic guitars, amplifiers, pickups, effects, and accessories. Sign up and stay stop here for a while. Here your music soul will find its home!
Contact info
Work hours
Weekdays
09:00–20:00
Weekend
09:00–20:00
24h
60m
60s
Time in Ukraine