Returns and Exchanges

We want you to be really happy with your purchase. In case you’re not, we’ll always do our best to sort it out for you.

Your right to cancel

Your right to cancel an ordwwer for goods starts the moment you place your order and ends 14 days from the day you receive your goods. This 14 day period is the time you have to decide whether to cancel, you then have a further 14 days to actually send the goods back.

Your right to a refund

We will do our best to refund you as soon as possible within 14 days of us receiving the goods back from you.

A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary. The extent to which a customer can handle the goods is the same as it would be if you were assessing them in a shop.

We will not refund the delivery costs, even if your initial order did not include a charge for delivery. For the UK, this may be as much as £20 for large or high-value items. For international orders, this may be much higher.

Exemptions

There are some circumstances where the Consumer Contracts Regulations won’t give you a right to cancel. These include CDs, DVDs or software if you’ve broken the seal on the wrapping, perishable items, tailor-made or personalised items. Also included are goods that have been mixed inseparably with other items after delivery.

Exchanges

If you wish to exchange any items you have purchased from us for other products then you must first contact us within 14 days of you receiving the item to let us know you wish to do this and we will agree upon a suitable exchange.

Faulty goods?

If you suspect the goods you received from us may be faulty then please use the following steps to best resolve this, thank you.

Please note that if you return an item to us as faulty but it turns out not to be then this will only be frustrating for you, and you will have to pay for the shipping back and forth. Therefore it’s best to double-check to be sure there is a fault first, before returning the item to us.

First, ensure that you have carefully followed all of the instructions in the user manual and on the manufacturer’s website, step by step. This is especially important for instruments, which often take some getting used to. If you still cannot resolve the issue for yourself then move on to the next steps.

For instruments, since these are especially challenging to support, due to so many variables, and the manufacturer knows their software and hardware (and the latest updates and any known issues) better than anyone, it’s best for you to contact the manufacturer directly for support. Check the product page on our website for support information, or search online for the manufacturer’s website and navigate to their support section.

For everything except instruments, please contact us by email [email protected] so we can offer you our support.

If we agree the item is faulty (sorry) then please return it in the condition you received it, as instructed below, ensuring it reaches us within 14 days of you receiving the item, thank you.

Goods must be received back in their original condition

We reserve the right to refuse refunds or exchanges, or offer only a partial refund or exchange, on items that are received back damaged, soiled, incomplete or with missing or damaged packaging.

Refunding the cost of delivery

If you are within your rights to cancel or a refund then we will only refund the costs of the goods; we will not refund the delivery costs, even if your initial order did not include a charge for delivery. For the UK, this may be as much as £20 for large or high-value items. For international orders, this may be much higher.

Christmas gifts

For Christmas gifts we extend the returns period to 14 days after the 25th of December.

Our right to refuse non-compliant returns

We reserve the right to refuse refunds or exchanges, or offer only a partial refund or exchange, on items that are received back damaged, soiled, incomplete or with missing or damaged packaging.

Your statutory rights

Our returns policy does not affect your statutory rights.

Returning items to us

You will be responsible for returning any items you wish to return for a refund or exchange to us, at the Delivery & Returns Address below. You will also be responsible for the postage and packaging costs to send replacement items to you for which you will have to pay for in advance.

See the instructions below on how to return items to us.