Last updated: 5 August 2026
This page contains the legal notice, privacy policy, terms of sale, and information on viewing, collection and returns for Bisazza Guitars.
1. Legal notice
This website is published and operated by:
Promagus S.à r.l., trading as Bisazza Guitars
9 op der Schlaed, L-9132 Schieren, Luxembourg
Email: info@promagus.com
- Legal form: société à responsabilité limitée (private limited company) under Luxembourg law
- Registered with the Luxembourg Trade and Companies Register (R.C.S. Luxembourg) under number B136692
- VAT identification number: LU22375004
- Establishment authorisation (craft — making and repair of musical instruments), issued by the Luxembourg Ministry of the Economy: 00141170
- Manager (gérant) and person responsible for publication: Claude Caruana
You can verify this authorisation yourself in the public register of establishment authorisations maintained by the Luxembourg Ministry of the Economy: Rechercher une autorisation d’établissement. Search for Promagus to see the entry and download the associated QR code.
The QR code below links directly to our entry in that register. Scanning it with any phone camera, or clicking it, opens the ministry’s record of the authorisation.
Intellectual property
All content on this website — including text, photographs, drawings, plans, video, audio recordings, the Bisazza Guitars name and logo, and the design and structure of the site — is the property of Promagus S.à r.l. or is used with permission, and is protected by copyright and related rights. Reproduction, distribution, adaptation or public communication of any part of this content, by any means, requires prior written consent. Short quotations with a clear link back to this website are permitted.
Instrument designs, internal bracing arrangements, templates and construction drawings shown on this site are the result of original work and are not published as free-to-use plans.
Liability
Information on this site is provided in good faith and kept up to date as far as reasonably possible. Descriptions of instruments, timbers, specifications and lead times are indicative; the binding description of any instrument is the one set out in the individual sales agreement or invoice. Nothing on this site constitutes an offer capable of acceptance without confirmation.
Links to third-party websites are provided for convenience. We have no control over their content and accept no responsibility for it.
2. Privacy policy
Who is responsible for your data
Promagus S.à r.l. (trading as Bisazza Guitars), at the address above, is the data controller for personal data collected through this website and in the course of our business. Questions about data protection can be sent to info@promagus.com.
What we collect, why, and on what legal basis
| Data | Why | Legal basis |
|---|---|---|
| Name, email, and anything you write in an enquiry or contact form | To answer your enquiry and discuss a possible commission or purchase | Steps taken at your request prior to a contract (Art. 6(1)(b) GDPR) |
| Name, address, contact details, order and payment details | To perform the sales or commission contract, arrange collection, and issue invoices | Performance of a contract (Art. 6(1)(b) GDPR) |
| Invoices, contracts and accounting records | To comply with Luxembourg commercial, VAT and accounting law | Legal obligation (Art. 6(1)(c) GDPR) |
| Email address, if you subscribe to updates | To send occasional news about new instruments and workshop activity | Your consent (Art. 6(1)(a) GDPR) |
| Records relating to protected timbers, where applicable | To comply with CITES and EU timber regulations | Legal obligation (Art. 6(1)(c) GDPR) |
| Technical data: IP address, browser and device type, pages visited | To keep the site secure and functioning | Legitimate interests (Art. 6(1)(f) GDPR) |
| Analytics data collected via Google Analytics | To understand in aggregate how the site is found and used | Your consent (Art. 6(1)(a) GDPR) |
We do not sell personal data, and we do not use it for automated decision-making or profiling.
Who else sees your data
Personal data is shared only with parties who need it in order for us to operate: our website host, our email provider, our analytics provider (Google Ireland Limited), our payment service providers and bank, our accountant and payroll provider, and — where an instrument is placed with a partner dealer or shipped at your request — the relevant carrier or dealer. Public authorities receive data where the law requires it. Where a provider is established outside the European Economic Area, transfers are made under an appropriate safeguard such as the European Commission’s standard contractual clauses.
How long we keep it
Enquiries that do not lead to a contract are kept for up to 2 years. Contract, invoicing and accounting records are kept for 10 years, as required by Luxembourg law. Documentation relating to protected timbers is kept for the period required by the applicable regulations. Newsletter data is kept until you unsubscribe.
Your rights
You have the right to access your personal data, to have it corrected or erased, to restrict or object to its processing, to receive it in a portable format, and to withdraw consent at any time where processing is based on consent. Write to info@promagus.com and we will respond within one month.
If you believe your data has been handled improperly, you may lodge a complaint with the Luxembourg data protection authority, the Commission nationale pour la protection des données (CNPD), 15 boulevard du Jazz, L-4370 Belvaux, or with the supervisory authority in your country of residence.
Cookies
This site uses cookies that are strictly necessary for it to function. These are set automatically and cannot be refused, as the site would not work without them.
It also uses Google Analytics, a web analytics service provided by Google Ireland Limited, to understand in aggregate how visitors find and use the site — which pages are read, how long people stay, and which countries visitors come from. Google Analytics sets cookies and processes your IP address and information about your device and browsing. This is done only with your consent, which you give or refuse in the cookie banner when you first visit and can change at any time by reopening your cookie settings. If you refuse, no analytics cookies are set and no data is sent to Google.
Data collected through Google Analytics may be transferred to Google servers outside the European Economic Area. Google Ireland Limited acts as our processor, and such transfers are covered by the European Commission’s standard contractual clauses and by Google’s certification under the EU–US Data Privacy Framework. Google’s own privacy information is available at policies.google.com/privacy. You can also prevent Google Analytics from collecting your data by installing Google’s browser opt-out add-on.
You can block or delete cookies in your browser settings at any time, though some parts of the site may then not work as intended.
3. Terms of sale
These terms apply to instruments and services supplied by Promagus S.à r.l. trading as Bisazza Guitars. They apply alongside your statutory rights, which they do not limit.
3.1 How a sale is made
Instruments are sold in three ways:
- Directly from the workshop, following a visit and after you have played the instrument.
- On commission, where an instrument is built to an agreed specification.
- On consignment through a partner dealer, where the instrument is held and sold by that dealer.
This website is a showcase. It does not have a checkout, and no purchase can be concluded through it. Prices, availability and specifications shown here are indicative and do not constitute a binding offer. A sale exists only when confirmed in writing by us, or, in the case of a consignment instrument, when concluded with the dealer holding it.
3.2 Commissions
A commission is agreed in writing and sets out the specification, the timbers, the price, the expected completion window, and the payment schedule.
- A deposit of 25% is payable on confirmation of the commission. The balance is payable on completion, before the instrument leaves the workshop.
- The deposit secures your place in the build queue and covers the selection, reservation and preparation of materials for your instrument. It is non-refundable.
- Completion windows are estimates given in good faith. Handmade instruments depend on the behaviour of wood and on drying and curing times; reasonable delays do not give rise to compensation. We keep you informed of progress.
- Wood is a natural material. Grain, figure and colour vary between pieces and change with age and light exposure. Small variations from photographs or samples are inherent to the craft and are not defects.
- If we are unable to complete a commission, for whatever reason, all sums you have paid — including the deposit — are refunded in full.
3.3 Prices, VAT and payment
Prices are stated in euros. Sales are subject to Luxembourg VAT where applicable; VAT treatment for buyers established outside Luxembourg is determined by the applicable rules and is shown on the invoice. Payment is by bank transfer unless otherwise agreed. Title to an instrument passes only when payment has been received in full; risk passes on collection or handover.
3.4 Right of withdrawal
Where you buy as a consumer:
- Purchases made in person at the workshop are concluded on our premises. The statutory right of withdrawal for distance and off-premises contracts does not apply to them.
- Commissioned instruments are made to your specifications and clearly personalised. Under Article 16(c) of Directive 2011/83/EU, as implemented in Luxembourg, they are excluded from the statutory right of withdrawal.
- Consignment sales are governed by the terms of the dealer concerned, including any withdrawal rights they offer.
If we ever agree a distance sale of a stock instrument that has not been personalised, your statutory 14-day right of withdrawal will apply and we will tell you so in writing before the sale.
4. Viewing, collection, and shipping
We do not currently ship instruments. Instruments are handed over in one of two ways:
- In person at the workshop in Schieren, by appointment. You are welcome to spend time with the instrument, play it, and ask whatever you want about how it was made. This is the way we prefer to sell: a guitar should be chosen by ear and by hand.
- Through a partner dealer holding the instrument on consignment. In that case the dealer handles the sale, payment and any delivery under their own terms.
If shipping is requested in an individual case and we agree to arrange it, terms — carrier, packaging, insurance, cost, transfer of risk and any customs or CITES documentation — are agreed in writing beforehand, case by case.
Protected timbers
Some timbers used in guitar making are subject to CITES and to EU and national timber regulations. Where an instrument contains such material and is to cross a border, the necessary documentation must be in place before it travels. We will tell you what applies to your instrument and will not release an instrument for export without the required paperwork. Obtaining any import permit required at the destination is the buyer’s responsibility.
5. Warranty, care and repairs
Legal guarantee. Consumers benefit from the statutory guarantee of conformity under Luxembourg law, and from the guarantee against hidden defects. Nothing in these terms affects those rights.
Workshop guarantee. In addition, we guarantee our instruments against defects in materials and workmanship for as long as the instrument remains with its original owner and for as long as the maker, Claude Caruana, is alive and able to work. Within that period we will repair, free of charge, any structural fault attributable to construction. The guarantee is personal to the original owner and does not transfer on resale or gift.
The guarantee does not cover:
- normal wear — fret wear, string wear, finish wear at contact points, and the settling of the top and action that every instrument undergoes;
- damage from exposure to unsuitable conditions, in particular low humidity, rapid humidity change, heat, or leaving an instrument in a vehicle;
- damage from impact, accident, or transport;
- work carried out by others;
- changes in colour and appearance of wood and finish over time, which are natural.
Repairs. Repair and restoration work — whether on one of our own instruments or on an instrument by another maker — is guaranteed for 1 year from the date the repair was completed. Within that period we will put right, free of charge, any fault in the work carried out or in the materials used for it. The repair guarantee covers the work performed and not the rest of the instrument, and does not extend to further deterioration of pre-existing conditions that the repair was not intended to address, nor to new damage from the causes excluded above.
Care. Classical guitars are built light and are sensitive to humidity. Keep the instrument between roughly 45% and 55% relative humidity, use a case humidifier in dry conditions, and avoid sudden temperature changes. Detailed guidance is supplied with each instrument.
Setup and aftercare. A setup adjustment within the first year is included. Later adjustments, refretting, and repairs — including to instruments by other makers — are quoted individually.
6. Complaints and disputes
If something is wrong with an instrument or with how we have handled things, write to info@promagus.com. We take complaints seriously and will reply promptly; most matters are settled directly.
If a dispute cannot be resolved, consumers may turn to an approved alternative dispute resolution body. In Luxembourg, the competent body is the Service national du Médiateur de la consommation, 6 rue du Palais de Justice, L-1841 Luxembourg. Consumers resident in another EU country may also contact their national European Consumer Centre. We are willing to take part in alternative dispute resolution proceedings before this body.
7. Governing law and jurisdiction
These terms and any contract concluded with us are governed by Luxembourg law. The courts of Luxembourg have jurisdiction. Consumers resident in another EU member state retain the protection of the mandatory provisions of the law of their country of residence and may bring proceedings before the courts of that country.
8. Changes to this page
We may update this page to reflect changes in our practices or in the law. The version in force is the one published here, with the date shown at the top. Contracts already concluded are governed by the version in force when they were made.