Terms and conditions - online or telephone purchases.
(Terms and Conditions for purchases made in store are available upon request.)
Orders and cancellation
Delivery and returns
For delivered goods:-
The free UK delivery offer applies to UK mainland only and exludes Northern Ireland, Scottish Highlands and the Isles
For goods over the value of £100, on your first order we require the delivery to be made to your card registered address. Our system will allow you to enter a separate delivery address to store on the account for future orders but this will not be used for your first order unless it is under £100.
For PayPal payments we must shipped to an address confirmed and authorised by Paypal on your account.
We will endeavour to ship your goods as soon as possible from the moment your payment is received and the order is complete.
Delivery time is usually within 2 working days
Please ensure that the goods are inspected thoroughly and that any marks, damage or missing items are noted on the signature when you receive the delivery. In the event that you are not able to thoroughly check then please write 'unchecked' next to your signature when receiving the goods. Issues of damaged or missing items are often not possible to resolve if you have not carried out the above checks. In all cases of damaged, incomplete or missing items you must notified us within 48 hours of delivery.
You are entitled to return any goods received within 14 days of the delivery for a full refund PROVIDED THAT the goods are returned complete, unmarked and fully re-saleable. All packaging must be undamaged and all accessories must be included. Any refund due to you will be reduced by the retail value of those items not returned; this includes any supplied free as part of a promotion or goodwill gesture. We recommend that you photograph the goods before you despatch them back to us to help you investigate cases of damage in transit or damage caused once they have left you. To protect your goods against becoming damaged in the course of returning to us, we recommend that you use an insured delivery service so that you have recourse to the courier should your goods not arrive to us in re-saleable condition. We also recommend that you use outer packaging where possible so that the product packaging remains intact. Any customisations, additional services and delivery charges paid are not refundable.
Beyond 14-days you are still entitled to your statutory rights and the goods are warranted to be free from manufacturer defects for the greater of either the manufacturer warranty or 12-months (other than second-user or ex-demo goods marked otherwise). Should the goods be eligible to return to us on a warranty basis the discretion as to whether to repair or replace the item lies solely with the manufacturer. Any issues pertaining to warranty should be notified to us or the manufacturer within a reasonable time period from the issue being apparent.
IMPORTANT NOTE - Should you choose to register goods for extended warranties or free add-on bonuses then those goods are then not returnable for any purpose other than for warranty reasons. As such you are waiving your statutory right to no-quibble return and are accepting the goods unequivocally. We therefore strongly recommend that you do not register the purchase with the manufacturer for extended warranty or other purposes until either the 14-days from delivery has passed or when you are satisfied with your received goods.
For collected goods (Click and Collect):-
Click and Collect is available on all purchases (except those paid via PayPal) where the card-holder address matches the registered address supplied during checkout and where the 3D-Secure / Verified by Visa security check is completed successfully.
**Click and collect is not available for orders paid by PayPal**
Along with the card used for purchase you must bring two of the following forms of identification that match both your name and supplied address:
- UK Driving license
- Original Council Tax bill
- Original utility bill from a recognized supplier
- Original bank or building society statement
Goods can be cancelled up to and including the end of the day that they are collected. If they are collected and returned the same day they must be complete in the original condition and re-saleable with no damage. Beyond this time you are still entitled to your statutory rights and the goods are warranted to be free from manufacturer defects for the greater of either the manufacturer warranty or 12-months (other than second-user or ex-demo goods marked otherwise). Should the goods be eligible to return to us on a warranty basis the discretion as to whether to repair or replace the item lies solely with the manufacturer.
For all orders:-
Some goods are not returnable - this includes but is not restricted to custom orders, DVDs, books and wearables. Any deposits placed to reserve goods in store are subject to the same non-cancellation rights.
IMPORTANT NOTE - We cannot accept returns of some products for hygiene reasons other than for warranty repair / replacement. Examples include in-ear headphones, in-ear monitoring and ear protection.
Symphony Music School (and Digital Music School)
All our lessons are delivered by third-party tutors and businesses and your contract of sale is with your tutor directly. We ensure that these affiliates adhere to our minimum service standards and deliver a professional service that is consistent with our brand and business. We act as an agent for these businesses, and your payments are factored directly to them.
Any queries regarding this service (including bookings and payments) should be directed to your tutor. If it is your first booking, then we will direct you to the tutor for any such queries.
Any technical queries regarding the use of the website, including making payments, should be directed to us.