Returns Policy – The Music Depot

Warranty Returns - When There's A Fault With The Product

All new products purchased from The Music Depot are covered by a minimum 12-month return to base (RTB) warranty unless otherwise stated on your receipt.

The Music Depot must be notified of any breakages or shortages within 48 hours of delivery. After this period has passed, The Music Depot shall not be responsible for any missing or damaged items.

Cabinet style digital pianos and acoustic pianos are covered by our on-site warranty. The applicable warranty period is shown on your receipt. Return to base means that the goods must be returned to us under the terms of the warranty. We do not pay for transport of RTB items to our premises for repair. We can collect your items - see collection charges below.

Self-Assembly Items With Faults On Arrival

Please do not dispose of any boxes and/or packaging for items which require self-assembly until you have thoroughly checked and tested the product. In the unlikely event that a self-assembly item arrives with a fault, we will it replace it free of charge if it is re-packaged for safe transportation in the cartons in which it was supplied. If you dispose of the packaging, we will charge for collection as per our collection charges stated at the bottom of this page.

If there's a fault with the product...

If at any time within this warranty period, the equipment fails, in the first instance call us on 01392 436258 where one of our sales advisors will try and help you rectify the fault over the telephone.

If your item fails within 30 days of receipt and is not due to misuse or any other reason excluded from the normal warranty, we'll give you a replacement or, if that's not possible, a refund.

After the 30-day period, we will arrange a suitable repair of the item or, if that's not possible, give you a replacement, or if that's not possible, a refund.

On-site warranties only apply to larger digital pianos and acoustic pianos. It is the buyer's responsibility to return all other items to our store for repair. We charge for collection of faulty items. Charges vary depending upon location and size/weight of the product being collected.

Consumables such as (but not limited to) guitar strings and reeds are not covered by the warranty. Further items not covered by warranty include…

Returns Exclusions:

1)         Clearance items,

2)         Discontinued items,

3)         Opened software,

4)         Earplugs, earbuds, and in ear monitors,

5)         Microphones

6)         Harmonicas/Penny whistles (any instrument that has contact with the mouth – this does not include brass and woodwind instruments but does include accessories)

7)         Special order (both custom orders and items we don't stock).

Accidental damage or misuse of the item are not covered by the warranty.

If You Made The Purchase From Home....

All home order returns must be authorised in advance by calling 01392 436258. If we decide that your item needs to be returned to us, we will issue you with a return’s authorisation number. This number must be displayed clearly on the outside of the parcel of any returns sent to us.

We charge for collection of items which appear to have a fault - but this charge will be refunded to you once we receive the item and have confirmed that a fault exists.

If You Change Your Mind.....

Goods Purchased In-Store

Within 7 days of purchase, we are happy to exchange or give you a refund with vouchers for any item you purchase. Just return the item to our store, unused, in its original undamaged packaging, along with the receipt and we'll be happy to exchange the item for something more suitable or give you a refund in vouchers. We do not give cash refunds in cases of 'change of mind' for goods purchased in-store.

Goods Purchased From Home

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund if you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop, but you must not have used or installed them or input any data on them. Whilst the goods are in your possession you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept return of goods that have been damaged or mis-handled whilst in your care.

There are three ways to refund/cancel your purchase:

• You can return the product to our store with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
• You can cancel your order via the Contact Us facility on our website.
• By phoning us on 01392 436258 with your order reference number and delivery details to hand

Once we have received the goods back from you, and after inspection of their condition, we will give you a refund for the cost of the product plus the delivery charge paid when you purchased the item(s) (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). If you have changed your mind and no longer wish to keep the item(s), we do not refund the cost of returning the item(s) to us.

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested, we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds take 7-10 working days to be credited to your payment card.

If you choose to return a product purchased from home under the change of mind policy, subsequent purchases may need to be made by visiting one of our stores. This ensures you can make a more informed decision and enables that you are purchasing the correct item for your needs. 

We cannot refund/cancel your purchase if:

• The goods have been damaged whilst in your care.
• You return your product to our store without proof of purchase.
• The seal has been broken on any included DVDs, CDs, memory cards or software.
• The goods were a special order to your specification.

In All Cases....

We do not accept returns of software, music books, CD's, DVDs, or consumables, unless found to be faulty in which case a replacement product of the same title will be supplied.

We also do not accept returns of goods which have been made to your specifications or have been personalised. We may also refuse to accept the return of any item which has been mis-used.

Our warranty, returns & refunds policies do not affect your statutory rights.

Collection Charges

If you need your product collected from a UK mainland address because you have changed your mind, or have disposed of the packaging of a self-assembly product, or if it requires attention under a return-to-base (RTB) warranty, the following charges will apply:

Note: We do not collect items that are not in their original box and packaging, except for digital pianos. It is up to you to ensure your item is packaged safely for transportation and we do not accept liability for goods damaged in transit due to being incorrectly packed before collection by our courier/driver.

Our collection charges may differ from any delivery charges you may have paid at the time of purchase. This is because we offer subsidised delivery costs at the time of sale. Weights referred to below are the gross weight including packaging.

*NB - Charges quoted are for standard collection from England ground level postcodes. Additional surcharges may apply to goods being collected from other areas. Enquire for details before committing to purchase.

Part Exchange Returns

If you part exchanged an instrument towards the item you are returning, we will refund you the monies paid and, if we still have possession of your part exchanged item, you will need to arrange collection from one of our stores or pay a delivery charge for the item to be returned to you. Delivery charges for the return of part exchanged items will depend upon the individual item and quotes are available on request.

If we have no longer have possession of your part exchanged item, due to a forward sale, we will refund you the monies paid plus the value given for your part exchange item - as shown on your sales receipt.