Returns & Warranty Repairs

If you wish to return an item, please check our terms and conditions.

To arrange the return of an item:

Please complete the form below.
We will then either, call you to discuss options or send you an Returns Authorisation form with a Returns Number, delivery address and instructions for getting the item back to us.

Please do not send anything back to us without authorisation as processing of this is likely to be delayed.

www.absolutemusic.co.uk/service and repairs. Please note that our technical support lines are open: Monday-Friday 10am-5.30pm

Returns Policy

All Customers

Unwanted Items

Items can be returned for a refund (less shipping costs) within 14 days of receipt of goods or an exchange within 30 days of receipt of goods provided they are returned in the original packaging, are complete and in 'as new' condition. While in possession of the items you are under a statutory duty (Consumer Rights Directive) to take ‘reasonable care’ of them. This entitles you to open the box to inspect the contents, and try out the product in a way that would be considered reasonable within a shop environment. We reserve the right to take action under the Distance Selling Regulations if reasonable care is not taken. If you wish to return an item, then please complete the form at https://www.absolutemusic.co.uk/returns-warranty-repairs/ in order that we know to expect the item back. Please make sure that you use an insured delivery service as we cannot accept responsibility for items that are lost or damaged on the way back to us. Alternatively, we can arrange collection with our courier, although this service is chargeable.

Exceptions

The following items are non-returnable under any circumstances in accordance with the Consumer Rights Directive:

Software [including downloads] where the wrapping has been opened or any seal has been broken
DVD’s or audio CD’s where the wrapping has been opened of any seal has been broken
Built to order or special order items such as flight cases
In ear monitors or ear buds due to hygiene reasons
Please also note that items indicated as 'ordered on request' on our website are not subject to our 30 day return policy and will not be refunded or exchanged after the initial 14 day period.

Faulty Items

Faulty Items within 30 days of purchase: Should you be unfortunate enough to receive a faulty item or the product develops a fault within 30 days, we will be happy to arrange to have this item collected at our expense and either:

Provide a like for like replacement depending on stock availability – please note that this option will not apply to items sold as b-stock or indicated as 'ordered upon request' on our website
Repaired under warranty
Refunded or Credited against another purchase.

Faulty Items outside 30 days (within 365 days) of purchase: Should your purchase develop a fault after 30 days (but within 365 days) from date of receipt we will be happy to help facilitate any warranty repairs necessary subject to the terms and conditions below. We will be happy to arrange collection at our cost (within the UK) or your cost (outside of the UK) and we may choose to send the item to the manufacturer or repair in our own service centre. If the repair is uneconomical we reserve the right to offer an exchange or refund at our discretion. We will only take responsibility for collection costs from the original country that the item was delivered to. If the item has been exported then we will not cover any additional costs of collection and/or delivery.

Please note that if an item is deemed by the manufacturer to be out of warranty due to misuse or accidental damage any costs involved in its repair will be passed on to the customer.

Items with a manufacturers warranty longer than One Year:

Should your item develop a fault outside the first year of purchase then you will be liable for any and all carriage costs associated with returning the item to us in order for the item to be returned to the manufacturer for repair under warranty.

We can arrange collection in these cases but this would be chargeable. Should you take advantage of our courier service we would not accept any liability for any loss or damage that may occur. For valuable items and peace of mind, insured collections are available at an additional charge.

Pre-owned and Ex-display items: Pre-owned and ex-display items are subject to the same level of service as new items during the first 30 days. Pre-owned items then continue to be covered for a further 60 days and ex-display items for a further 335 days after which time our guarantee for these products ends. This does not affect your statutory rights.

Items Damaged in Transit:

Please note, if you are unlucky enough to receive your item damaged you must inform us of the damage with 48 hours of receipt. Please visit this page to submit a contact form

Items Not Received as Expected:

Please note, should your items arrive and are not what you were expecting or something is missing, you must inform us within 5 days of receipt. Please visit this page to submit a contact form

Conditions of our 3 Year Warranty ( VIP Club members only)

Please note VIP membership is only available to UK customers. In order to qualify for our warranty service, the following conditions must be satisfied:

The product must not have been modified in any way other than the replacement of components considered to be of a consumable nature (e.g. guitar strings).
Reasonable care must have been taken of the product at all times. (e.g. guitars must have been kept in cases or suspended safely and must not have been subject to humidity changes which could cause damage to the wood)
We do not cover guitar finishes beyond that which would otherwise be covered by the manufacturer. If in doubt please contact us before buying as this may vary depending on manufacturer. All guitars while in our care are kept in a carefully controlled environment.
We do not cover Apple computers and accessories.
The fault must not have occurred due to a fault in any other product or accessories used in conjunction with it.
To avoid confusion, cosmetic or accidental damage is not covered under any circumstance. Faults caused due to neglect are also not covered.
The product must have been used correctly at all time in accordance with the manual. If no manual was supplied with the product, it is your responsibility to obtain one either digitally or by contacting us.
The product must not be one that is considered to be a consumable or perishable item.
Any parts or products replaced by us during a warranty repair or replacement become property of Absolute Music Solutions.
If we deem a product to be uneconomically repairable then will provide a store credit for the current second hand market value of the item.
This warranty is offered independent of the a manufacturer's warranty and does not affect your statutory rights.
This warranty is offered only on items that have not left the UK

Warranty does not include items used in a commercial environment, owned by a commercial company or educational establishment This warranty is offered independent of the a manufacturer's warranty and does not affect your statutory rights.

For clarification the following items are NOT covered under our 3 Year VIP Club Warranty:

Cymbals
Used equipment of any kind
Cases and gig bags
Accessories supplied with bundle deals e.g. SD cards, speaker stands & cables
Drum sticks
Guitar or Bass strings
Valves contained in amplifiers or other equipment, e.g tube microphones
Items used in a commercial environment, owned by a commercial company or educational establishment

Non-UK Customers

Please also note that all items are supplied as UK-ready. We cannot be responsible for use of items outside the UK or any damage that may occur as a result if this. If in doubt, please check that it will work with your country's supplied voltage before purchase. You may also need a power plug convertor.

Please note that we will not accept liability for return shipping on items faulty or otherwise outside of the UK & Ireland.

Please note VIP membership is only available to UK customers.