Returns & Refunds Policy
Our Commitment
We want you to be delighted with your purchase from A Major Music. This policy explains your rights when purchasing from us and how we handle returns, refunds and exchanges.
Nothing in this policy affects your statutory rights under UK consumer law.
Change of Mind Returns (Online Orders)
If you purchase goods online, by telephone or by mail order, you have the legal right to cancel most purchases within 14 days of receiving your order.
To exercise this right, you must notify us within 14 days of receiving the goods.
Once you have notified us of your decision to cancel, you must return the goods within 14 days.
Returned goods must:
- Be complete and include all supplied accessories, manuals and packaging where possible.
- Be adequately packaged to prevent damage during transit.
- Be in a condition that allows us to inspect and resell them.
- Customers are responsible for return postage costs unless the item is faulty, damaged or supplied incorrectly.
Refunds will be processed within 14 days of receiving the returned goods or receiving evidence that they have been returned.
Where goods have been handled beyond what would reasonably be permitted when examining them in a shop, we reserve the right to make a deduction from the refund to reflect any reduction in value.
Items Excluded from Change of Mind Returns
The following items cannot be returned for a refund unless they are faulty, damaged or supplied incorrectly:
- Digital downloads.
- Gift cards and vouchers.
- Personalised or custom-made products.
- Special-order items obtained specifically at a customer's request.
- Sealed software, recordings or media where the seal has been broken.
- Products where hygiene seals have been removed.
In addition, due to copyright and licensing considerations, sheet music, music books, educational publications and similar printed media may only be returned if faulty, damaged or supplied in error.
Hygiene and Personal Use Items
For health protection and hygiene reasons, the following products cannot be returned for a refund or exchange once they have been used, worn, fitted, inserted, tried, played, or removed from their hygienic or sealed packaging, unless they are faulty, damaged or supplied incorrectly:
- Instrument mouthpieces.
- Reeds.
- Whistles and recorders.
- Harmonicas.
- In-ear monitors (IEMs).
- Earplugs and hearing protection products.
- Headphones and headsets that have been worn or used.
- Headset microphones and microphone windscreens.
- Any product intended to be placed in or against the mouth, ears or other areas where hygiene considerations apply.
Where products are supplied in sealed packaging, cancellation rights may be lost once the seal has been broken where the goods are not suitable for return due to health protection or hygiene reasons.
Nothing in this section affects your statutory rights relating to faulty, damaged or incorrectly supplied goods.
Consumable Products
Consumable products may only be returned if faulty, damaged or supplied incorrectly.
Examples include:
- Guitar, bass, ukulele, violin and orchestral strings.
- Reeds.
- Drumsticks and beaters.
- Valve oils, cork greases and lubricants.
- Cleaning and maintenance products.
- Batteries.
- Other products intended to be consumed, depleted or used up during normal operation.
Faulty, Damaged or Incorrect Goods
If your item arrives damaged, develops a fault, or is not the item you ordered, please contact us as soon as possible.
Where a product is confirmed to be faulty or supplied incorrectly, we will provide an appropriate remedy in accordance with your rights under the Consumer Rights Act 2015. Depending on the circumstances, this may include repair, replacement, refund or price reduction.
Normal wear and tear, accidental damage, misuse, neglect, unauthorised modifications or failure to follow manufacturer instructions are not considered faults.
In-Store Purchases
For purchases made in our retail store, you do not have a legal right to return goods simply because you have changed your mind.
Any acceptance of returns for non-faulty goods purchased in-store is entirely at the discretion of A Major Music and may be offered as an exchange, credit note or refund.
Proof of purchase will be required.
Goodwill Returns
From time to time, we may choose to accept returns outside our legal obligations as a gesture of goodwill.
Any such return is entirely at the discretion of A Major Music and may be refused without explanation.
We reserve the right to inspect all returned goods and determine whether they are suitable for resale as new.
Discretionary returns may be refused where:
- Goods are not in a resaleable condition.
- Items have been specially ordered.
- Goods show signs of use beyond reasonable inspection.
- Packaging, accessories, manuals or components are missing.
- Goods show signs of wear, damage, contamination, odours, cosmetic deterioration or modification.
- We identify patterns of excessive returns.
- We reasonably believe purchases have been made for commercial, resale or non-consumer purposes.
- We reasonably believe a customer is attempting to misuse, circumvent or take unfair advantage of our returns process.
Nothing in this section affects any statutory rights to which you may be entitled.
Refund Method
Refunds will normally be made using the same payment method used for the original purchase.
We reserve the right to request reasonable proof of purchase before issuing a refund.
Contact Us
If you need assistance with a return, please contact:
A Major Music
Trentham Shopping Village
Stone Road
Trentham
Stoke-on-Trent
ST4 8JG
Email: sales@amajormusic.co.uk