Refund policy
Please email us at web@brittensmusic.co.uk before returning any goods, as you will need a Goods Return Number (GRN) which should be stated on all communications.
RETURNS AND CANCELLATION
If the goods you receive are faulty please return them to us in their original condition within 14 days and we will either repair or replace them, or refund the cost of the goods. If the goods you receive are not what you ordered, please return them to us in their original condition within 14 days and we will either replace them with the goods you ordered, or refund the cost of the goods and carriage. (If carriage was paid for by the buyer.)
In addition to the above, you may in most cases return any goods within 14 days of receipt without giving any reason. However there are a few unavoidable exceptions to this, as follows:
Sealed audio or video recordings and computer software cannot be returned unless returned still sealed.
For reasons of hygiene we cannot accept returns of reeds, mouthpieces, microphones, wind and brass instruments and other similar items, unless returned unopened in their original packaging.
Strings must still be as new, in their original envelopes, and must not have been wound onto an instrument.
Digital pianos and electronic keyboards, amplifiers and all electronic products can normally only be returned if they have not been removed from their original packaging and/or assembled, since assembly and disassembly makes these items very obviously "used".
We are unable to refund Gift Cards.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
There are certain situations where only partial refunds are granted (if applicable)
Book with obvious signs of use
CD, DVD, that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery
If you choose to return any goods you must ensure that the goods are properly packaged, labeled clearly with the GRN and sent at your cost by a secure carrier: it is your responsibility to take reasonable care to ensure that they reach us undamaged. If you do not pay for the cost of return then we may deduct the cost of retrieving the goods from any refund due to you in respect of the order. We recommend that you use a recorded delivery service for all returns.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at web@brittensmusic.co.uk.
EXCHANGES
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at web@brittensmusic.co.uk and send your item to us at Brittens Music Ltd
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
RETURN SHIPPING
To return your product, you should mail your product to: Brittens Music, Russell House, Grove Hill Road, Tunbridge Wells, Kent TN1 1RZ
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if shipping was paid for in the original order. (Free shipping does not qualify for a refund of postage costs)
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £40, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.