Returns and refunds.

We ask that returned goods come back in a resaleable condition: unused, with the original packaging, manuals, accessories and any included case or gig bag.

You are entitled to inspect an item the way you would in a shop — hold it, play it, check it over. What we cannot accept is an instrument that has been gigged, modified, or damaged while you had it.

Custom-built and made-to-order instruments, items personalised at your request, earphones and in-ear monitors for hygiene reasons, and software licences or downloads once opened.

Servicing and repair work is charged for once it has been carried out, so it is not refundable if you change your mind afterwards.

Contact us with your order number and tell us what you are returning and why. We will send a returns authorisation and the address to send it to.

Please do not send anything back before you have that authorisation — parcels that arrive without one are difficult for us to match to an order, which slows the refund down.

Once the goods reach us we inspect them and refund the price you paid to the original payment method, usually within five working days of the check. Your bank may take a few days longer to show it.

If an item was faulty, or we sent the wrong thing, we refund the delivery charge as well. If you are returning something simply because you changed your mind, we do not refund the original delivery charge, though we do return the cost of the goods in full.

You pay the cost of sending a change-of-mind return back to us, and the parcel is your responsibility until it arrives — please keep the tracking receipt.

If the item is faulty, or we sent the wrong one, we cover the return carriage. Large or heavy items such as amps and full-size cases are usually collected by our courier instead; ask when you contact us and we will arrange it.