How Do Exchanges Work?
Time Frame
Items can be exchanged for a similar item within 30 days of receiving your item**
**Provided that the item is returned undamaged and in a condition that indicates you have subjected it to normal use only. Items should be returned as they were originally packaged as far as is possible.
Conditions
- Items ordered especially at a customer's request may be exchanged at the manager's discretion only.
- Items where there may be a hygiene concern if the product is used (e.g. microphones and earphones) may only be exchanged if the packaging is factory sealed and unopened.
- Similarly, software and other licensed items may only be exchanged if the product packaging has not been opened or tampered with in any way.
- We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued or used otherwise in accordance to what would be deemed reasonable, normal use.
Delivery Charges
Please note, unless your item is faulty, you will be liable for any delivery costs associated with your exchange. These costs will vary, but typically, the cost of a courier collecting goods from your door to return to us will cost £20 for most items, providing you are situated in mainland UK. This may cost significantly more for very heavy, bulky items like pianos, overseas returns, remote areas and Northern Ireland.
Where orders incur a delivery charge, we will only refund you the cost of a standard delivery service for that item, if the item is faulty. We cannot refund any additional charges that you opt to pay to get a premium delivery service at the point of ordering (e.g. Saturday delivery).
We cannot refund the original delivery cost for International orders outside of the EU.
File A Return/Exchange
The fastest way to arrange an exchange is to bring the item to our Guildford store with your receipt.
Alternatively, if you are based outside the UK or do not live near the store, please use the online return request form.