Terms - Distance Selling
Return or Exchange on goods ordered by phone or online (7 Day Money Back Guarantee Policy) Big Rock Music Shop offers all Distance Sales customers a 7 day money back guarantee. We want all our customers to shop with confidence and peace of mind.
All customers can exercise the right to return merchandise and opt for a refund or exchange within 7 days after receiving their order.
If you wish to return an item, please contact us by email or telephone. Upon approval, you will need to organise a courier to send your goods back in the original packaging. When we receive the product and inspection is passed, the refund or exchange will be processed. If the product was damaged or faulty, we will reimburse your return postage costs. In the event of an item being damaged or faulty, we reserve the right to replace the item or refund your initial purchase cost.
However, you will be liable to the return shipping fee and an admin fee of £5 deducted from your refund if the item is unwanted or unsuitable. A restocking fee could be applied if you return the item to us with any missing accessories or damaged retail packing.
Return of a Wrongly Delivered Item
If we deliver the wrong products, you are entitled to a free return under this clause. You must notify us within 7 days of receiving the merchandise and you may opt for an exchange for the correct item or a refund. Once we receive the product and inspection is passed, the refund or exchange will be processed, and the return shipping fee will also be reimbursed to you after the related invoice is provided.
Missing Items / Damaged Items
If you find your package is missing an item or your product is missing an accessory upon receipt of goods, or is otherwise damaged upon arrival, please contact us within 24 hours and we will investigate the issue and provide a resolution as soon as possible - normally within 3 working days.
Please take care of the items, accessories and manufacturer packaging when returning them to ensure that they are in original condition.
We reserve the right to refuse a return and also deem an item to have been mishandled in accordance to our warranty policy.If a return is deemed unacceptable and refused, the customer will need to pay a return shipping fee to have the product shipped back to them.If you provide us with pictures as soon as possible if items arrive damaged, this will ensure the process of approval will be much more efficient.
Please include appropriate insurance when returning items, as we are not responsible for any physical loss or damage of the merchandise during return transit.
All products purchased from Big Rock Online Music Shop come with an included manufacturer equivalent 12-month standard warranty. If you need to make a warranty claim, please contact us.
Duration of the warranty
The warranty period starts from the invoice date, and hence includes the shipping and return shipping time as well as the repair duration.
Items collected in person from our retail premises are excluded from the above Distance Selling returns policy, though benefit from all other consumer protection as for any other High St. purchase made in person.
Purchases in Person from our shop
In accordance with the Consumer Rights Act of 2015, refunds are only made if a purchase proves to be faulty. Items may not be returned because the buyer has changed their mind or decided that the purchase is unsuitable.