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Really sorry to hear that happened to you both @RobG3294 and @RaptorCheeses
Did you pay by credit card? If so you can raise a dispute with them under s75 of the consumer credit act. If not you can use the claim for money online service.
Before so doing you should however complain in writing (email is fine) to Richtone as you'll need to evidence your complaint and their response and that you have given them all reasonable opportunity to consider and address your complaint. I'd also refer them to this thread.
I'd be very surprised if for the sake of £20 they'd allow this to progress further. But if they won't reimburse the £20 if it was me, I'd take them all the way as a matter of principle.
The shop is a professional seller of guitars and he is entitled to act upon the expert opinion they gave.
He relied on that opinion, entirely correctly, and made his purchase. It turned out that the shop's opinion was at best misleading and at worst fraudulent.
To his detriment he made a purchase he would not have made had the opinion offered by the shop been truthful.
Consequently he is entitled to be put in the same position as if he had not made the purchase. That includes both the cost of the item and the cost of acquiring it.
Because if the seller provides a description that is wrong it is a misrepresentation and potentially an offence under the trades descriptions act. If the seller provides none, then it is down to "let the buyer beware" as the OP found out and it puts the onus on the buyer to deal with it by either living with it or returning the item.
If I buy a used guitar, I am open to some playing wear, but I expect it to be fully functional - unless stated otherwise.
Feels like the roster of reliable shops is dwindling rapidly... of course, it's impossible to make a list because for every terrible experience like this someone else will have a 'can't recommend them highly enough' story, but still!
About to put a email flavoured rocket up the backsides at Rich Tone HQ.
Really unsure how to send an email without confrontation (and hence appearing like an A-hole) over a small amount of money when I've had to use such parlance to objectively describe their apathetic and misleading behaviour consistently throughout it, but sadly its accurate.
It's a matter of time before someone is misled by their lack of description on an expensive Guitar, wants to return it, and issues/damage occur in transit back to Rich Tone, to which objectively they have no leg to stand on.
Will update once I have a response.
Cynical is an understatement.