Items can be returned for a full refund if you contact us within 14 calendar 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.
- Items special-ordered at a customer's request may be returned 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 returned if the packaging is factory sealed and unopened.
- Similarly, software and other licensed items may only be returned 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.
Please note, unless your item is faulty, you will be liable for any delivery costs associated with your return/exchange. These costs will vary, but typically, the cost of a courier collecting goods from your door to return to us will cost £15 for most items, providing you are situated in the UK. This may cost significantly more for very heavy, bulky items like pianos or for overseas returns. You are of course free to send the item back using your own delivery method (preferably a tracked, insured postal or courier service).
Where orders incur a delivery charge, we will only refund you the cost of a standard delivery service for that item. 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).
For orders settled using V12 finance, certain terms and conditions may apply so please contact the store for more information.
We cannot refund the original delivery cost for International orders outside of the UK.
File A Return/Exchange
The fastest way to arrange a return is to bring the item to our Guildford store with your receipt, or contact us quoting your order number.
Alternatively please follow this link to our online returns form.
Refunds and exchanges will be processed within 14 calendar days of us receiving your returned item(s).
Extended Returns/Exchanges - Christmas 2019
Any item purchased between 29th of November and 25th of December is eligible for return or exchange until January 8th.
In keeping with our regular return policy, the item(s) must be undamaged and in a condition that indicates you have subjected it to normal use only.