Music Gear Direct Returns Policy
Items can be returned for a full refund within 30 days of receipt of goods provided they are returned in the original packaging, are complete and in 'as new' condition. While in possession of the items you are under a statutory duty (Consumer Rights Directive) to take ‘reasonable care’ of them. This entitles you to open the box to inspect the contents and try out the product in a way that would be considered reasonable within a shop environment. We reserve the right to act under the Distance Selling Regulations if reasonable care is not taken.
If you wish to return an item, then please complete the form at www.musicgeardirect.co.uk/returns/ in order that an RMA number can be issued and sent to you. Please make sure that you add a note with this number and your full contact details with the goods. Please make sure that you use an insured, tracked delivery service as we cannot accept responsibility for items that are lost or damaged on the way back to us. Your return carriage cost is not refundable.
Faulty Items within 30 days of purchase: Should you be unfortunate enough to receive a faulty item or the product develops a fault within 30 days, we will be happy to arrange to have this item collected at our expense and either:
- Provide a like for like replacement depending on stock availability
- Repaired under warranty
- Refunded or Credited against another purchase
Faulty Items outside 30 days of purchase: Should your purchase develop a fault after 30 days from date of receipt but within its warranty period offered by the manufacturer, we will be happy to help facilitate any warranty repairs necessary subject to the terms and conditions that follow. You will need to complete the ‘returns’ form so that an RMA number can be issued. We will then advise where the goods will need to be sent to, which will either be to the manufacturers own repair department or to an approved service centre used by the manufacturer. You will need to arrange for the goods to then be sent to this location at your cost. If the repair is uneconomical, we reserve the right to offer an exchange or refund at our discretion.
Please note that if an item is deemed by the manufacturer to be out of warranty due to misuse or accidental damage any costs involved in its repair will be passed on to the customer.
Pre-Owned and Ex-Demo items: Pre-Owned and Ex Demo items are subject to the same level of service as new items during the first 30 days. Ex Demo items then continue to be covered for a further 335 days after which time our guarantee for these products ends. This does not affect your statutory rights.
Items Damaged in Transit
Please note, if you are unlucky enough to receive your item damaged you must inform us of the damage with 48 hours of receipt. You can either complete the Contact Us form found at www.musicgeardirect.co.uk/contact-us/ or call our sales office on 01159 383892 and we’ll then aim to resolve this problem as quickly as possible. Please take some pictures as we will probably need those to make any claims.
Items Not Received as Expected
Please note, should your items arrive and are not what you were expecting, or something is missing, you must inform us within 5 days of receipt. Please www.musicgeardirect.co.uk/contact-us/ to submit a contact form explaining the problem and we’ll then get back to you as quickly as possible.