Returns & Refunds

30-day returns

We offer a 30-day voluntary returns policy, which means you have 30 days after receiving your order to request a return. This is in addition to, and does not affect, your statutory consumer rights.

For returns made under our voluntary 30-day returns policy, items should be unused, in the condition in which you received them and, where applicable, in their original packaging. You will also need proof of purchase.

To arrange a return, please contact us at info@tonedeafmusic.co.uk before sending your item so that we can provide the correct return instructions and process your return correctly. This does not affect your statutory rights.

Unless the item is faulty, damaged, incorrect or we have agreed otherwise, you are responsible for the cost of returning an unwanted item.

Please contact us at info@tonedeafmusic.co.uk with any questions about a return.

Faulty, damaged or incorrect items

If your item is faulty, damaged, not as described, or you receive the wrong item, please contact us as soon as reasonably possible at info@tonedeafmusic.co.uk so that we can put things right.

Where we are responsible for return postage, we will provide a return method or reimburse reasonable return postage costs agreed with us in advance. We cannot guarantee reimbursement of return postage costs that have not been agreed with us beforehand.

Where goods are faulty or otherwise do not conform to your statutory rights, we will provide the remedies required by applicable consumer law.

Your statutory rights are not affected by our voluntary 30-day returns policy.

Exceptions

Certain items may be excluded from our voluntary returns policy or statutory cancellation rights where permitted by law, for example goods that are made to your specification or clearly personalised. Any applicable exception will be made clear before purchase.

Gift cards are excluded from our voluntary 30-day returns policy except where you have a statutory right to cancel or receive a refund.

These exclusions do not affect your statutory rights where goods are faulty, damaged or not as described.

Exchanges

If you would like a different item, the simplest way is normally to return your original item and place a new order once your return has been arranged.

UK statutory cancellation rights

If you are a UK consumer buying online, you normally have a legal right to cancel your order without giving a reason.

For most goods, you have 14 days after receiving your order to tell us that you wish to cancel. Once you have told us, you normally have a further 14 days to send the goods back.

To cancel, email info@tonedeafmusic.co.uk with a clear statement that you wish to cancel your order. You do not need to give a reason.

You may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. We may make a deduction from the refund where the value of the goods has been reduced by handling beyond what would reasonably be permitted when examining goods in a shop, where the law allows us to do so.

Unless we agree otherwise, you are responsible for the direct cost of returning goods when cancelling because you have changed your mind. This does not apply where goods are faulty, damaged, incorrect or otherwise where we are legally responsible for the return costs.

Where we are responsible for return postage, please contact us before sending the goods so that we can provide a return method or agree reasonable return postage costs with you. We cannot guarantee reimbursement of return postage costs that have not been agreed with us beforehand. This does not affect your statutory rights.

When a qualifying order is cancelled under your statutory cancellation rights, we will also refund the standard delivery charge you paid to receive the goods. If you chose a more expensive delivery service, we are not required to refund the additional amount above our standard delivery charge.

European Union statutory withdrawal rights

If we supply goods to consumers in the European Union, you will normally have the right to withdraw from an online purchase within 14 days of receiving the goods, without giving a reason, subject to the exceptions provided by applicable law.

You must tell us of your decision to withdraw within the applicable withdrawal period and return the goods within the period required by law.

You may inspect the goods to establish their nature, characteristics and functioning. You may be responsible for any reduction in value resulting from handling beyond what is necessary for that purpose where permitted by applicable law.

Unless we agree otherwise, you are responsible for the direct cost of returning goods following a change of mind where we have informed you of this obligation as required by law. We will cover return costs where goods are faulty or where applicable law requires us to do so.

Where we are responsible for return postage, please contact us before sending the goods so that we can provide a return method or agree reasonable return postage costs with you. We cannot guarantee reimbursement of return postage costs that have not been agreed with us beforehand. This does not affect your statutory rights.

EU consumers also benefit from applicable statutory rights in relation to goods that are faulty or do not conform to the contract. These rights are separate from our voluntary 30-day returns policy.

Refunds

Once we receive your return, we will let you know that it has arrived and process any refund due to you.

Refunds will be made to your original payment method unless otherwise agreed.

For returns under our voluntary 30-day policy, we aim to process refunds promptly after receiving and checking the returned item.

For UK statutory cancellations, any refund due will be made without undue delay and within the applicable statutory deadline, including no later than 14 days after we receive the goods back or, if earlier, receive evidence that you have sent them back.

For EU statutory withdrawals, refunds will be made within the time required by applicable EU and national consumer law. Where permitted, we may withhold reimbursement until we have received the goods back or you provide evidence that they have been returned.

Nothing in this policy affects your statutory consumer rights.