Delivery & Returns
In light of the recent government guidelines to close down all non essential business, unfortunately we are currently unable to process any returns. Our returns are delivered back to our Reading store which is closed for the time being meaning as it stands we are unable to carry out this service.
However once things return to normal we will, of course, continue processing any returns as necessary. We ask that for the moment if you have a return you wish to process, please contact us on the below email address with your order details and we will get in touch in due course. Normal returns policy still applies during this time, so please be sure to read the full terms below before you get in contact with us.
Please note that due to the fact that our offices are currently running a skeleton crew of core staff, it may take us longer than usual to process your email. We appreciate your patience in these trying times.
For online purchases, your rights to return goods are protected under the Distance Selling Directive.
If you are not completely satisfied with your online purchase, simply return it by an insured delivery method with all packaging intact and it in its original condition within 14 days, and we'll gladly exchange it, offer you a different product of equal value, or give you a full refund (please note that second-hand equipment is not covered by this policy).
If you are returning goods because they have been damaged in transit you must inform us within 2 working days. This is so that we can make a prompt claim against the delivery company and correct the problem as swiftly as possible.
Before returning any equipment, you must contact our Customer Service team on [email protected]; for a Returns Number. Items returned without a valid returns number will be rejected. Refunds are made within 30 days. Please note that we can arrange the collection and return of goods in this instance but these additional costs must be paid for by the customer.
Please note if you're returning a product it needs to be sent in it's original packaging or a suitable alternative, as any damage in transit caused by unsuitable or no packaging will result in the return being rejected or a restocking fee based on the severity of the damage and value of the item.
Certain products cannot be returned for Health and Safety reasons. Items such as microphones, headphones, earplugs, harmonicas, and brass and woodwind mouthpieces. If you have purchased any of these products and believe it to be faulty then please contact our Returns Department and they will assist you.