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Returns and Refund Policy

Returns and Refunds

Regarding Online Sales
If for whatever reason you change your mind and would like to return your order after it has been delivered, we offer a return to base
policy whereby you can return unopened goods or opened goods for the reason of inspecting them [we do not offer a refund if the goods have been used] to us here at Promenade Music, within seven working days* of the original delivery date, and we will refund the full amount of the purchase, minus any carriage charge.

To clarify, the goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with it. The product must not have been used or (where applicable) installed / had any data inputted. Whilst the goods are in your possession, you must take reasonable care of them and not use them.

- * "Working days" means all days other than Saturday, Sunday and public holidays from the day of delivery.
- There are two ways to contact us regarding a refund (1) via ‘Contact us’ on customer support page or by calling us on 01524 410202.
- We will provide a full refund for the cost of the product minus the delivery charge.
- Refunds take 3-5 working days to be credited to your payment card.
- We cannot refund your purchase if: (1) the goods has been used (2) the seal has been broken on any DVDs, CDs, memory cards or software (3) the goods were a special order for you (4) the goods were to your specification.
- Cancellations if I change my mind... You’ve changed your mind about the item you’ve purchased and want to cancel your order before your delivery - no problem. Just ring us on 01524 410202.

Signing For Goods From Our Courier
- You must sign for the item/s and also signed "unchecked". If you do not do this, no claim can be made against the courier.

Damaged Goods
What happens if my product arrives damaged?
On rare occasions, a product may get damaged in transit. If you do receive a damaged product, please email us or call us within 24 hours [Monday to Saturday] on 01524 410202

Faulty goods
What happens if my item is faulty?
Should you suspect a fault with your product, please make sure:
- You have read the troubleshooting section of the manual as it may be a common fault that can be easily resolved

Still unable to resolve the problem? We’ll be able to assist you further:
- By phone: get in touch with us on 01524 410202

Online: via the Contact us facility on the Customer Support page
If the fault happens within 14 days from the date of delivery, you have the option of either a refund or an exchange. After 14 days, but within the warranty period, we will collect the goods from you and have it fully repaired and returned to you in a reasonable timescale.

If upon collection it is found that the fault has been caused through misuse, we will charge for the repair

Please note that we may ask to inspect the goods to confirm the fault or ask you to carry out a telephone diagnostic to make sure it is not a problem that can be resolved quickly.

What repair service does Promenade Music offer
If your product goes faulty within its warranty period, we will offer you a prompt repair service:
- By phone: get in touch with our contact centre on 01524 410202
- Online: via the Contact us facility on the Customer Support page

# If you buy products in-store and change your mind with seven working days, as a goodwill gesture we will offer an exchange for a different item or credit note to be used against other products.

Deposits
All deposits are non-refundable.