Exchange Timeframe
You can exchange items for a similar item within 30 days or return them for a refund within 14 days of receiving them. Please note that multiple exchanges are only valid within 30 days from the original delivery date **
**Provided that the item is returned undamaged and in a condition that indicates you have subjected it to normal use only. Return items in their original packaging.
Conditions
- Items ordered especially at a customer's request may be exchanged only at the manager's discretion.
- Items where there may be a hygiene concern if used (e.g., microphones and earphones) may be exchanged only 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 item(s) you are returning have been damaged, devalued or used otherwise in accordance with what would be deemed reasonable, normal use and are not returned with all original packaging.
- The return window for any returned or exchanged item(s) starts on the date you received the initial order.
Delivery Charges
Please note, unless your item is faulty, you will be liable for any delivery costs associated with your exchange. These costs vary, but typically, a courier collecting item(s) from your door and returning them to us will cost £25 for most items, provided you are in mainland UK. This may cost significantly more for very heavy, bulky items like pianos, overseas returns, remote areas and Northern Ireland.
If an order incurs a delivery charge, we will only refund the cost of a standard delivery service for that item if the item is faulty. We cannot refund any additional charges you opt to pay for 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 outside the UK or don't live near the store, please use the online return request form.