Village Music Returns & Warranty Policy

Last Updated: March 2026

At Village Music, we want you to be 100% happy with your gear. Whether you’re buying a pack of strings or a high-end digital piano, we are committed to providing the best service in Scotland. Below is our policy for returns, faults, and workshop services.

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1. Online Purchases: 14-Day "Change of Mind"

Under the UK Consumer Contracts Regulations, you have the right to cancel your online order for any reason within 14 days of receiving your goods.

• The Process: You must notify us by email or phone within 14 days of delivery to initiate a return.

• Condition: Items must be returned in original, unopened packaging with all seals, labels, and accessories intact.

• Shipping Costs: For "change of mind" returns, the customer is responsible for the cost of return shipping. This cost is non-refundable.

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2. Items That Cannot Be Returned

For hygiene, security, and copyright reasons, we cannot accept returns on the following (unless they are found to be faulty):

• Hygiene Items: Anything that comes into contact with the eyes, nose, ears, or mouth (e.g., microphones, headphones, harmonicas, woodwind reeds, and mouthpieces).

• Software & Digital: Opened or redeemed computer software, download codes, or gift cards.

• Personal Data: Products containing personal data or those that have been registered with the manufacturer.

• Custom Orders: Specially ordered or custom-built products unique to your request.

• Condition: Items returned in used or poor condition (e.g., smudged, scratched, or showing signs of wear).

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3. Faulty or Defective Items (Your Statutory Rights)

If your item is faulty or not as described, your rights are protected under the Consumer Rights Act 2015.

• Within 30 Days of Delivery: You have a "short-term right to reject" the goods. If a manufacturing fault is confirmed, you are entitled to a full refund, repair, or replacement.

• Between 30 Days and 6 Months: We are entitled to an opportunity to repair or replace the item first. If a repair is not possible or unsuccessful, you may then be entitled to a refund.

• After 6 Months: Claims usually fall under the Manufacturer’s Warranty. We will assist you in facilitating these claims with the supplier or brand.

• Digital Pianos: Warranty repairs for digital pianos are typically handled on-site by authorised repair agents who will visit your home.

• Second-Hand Goods: All pre-owned items come with a 3-month limited warranty covering electrical or mechanical failure (excludes general wear and tear).

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4. The Inspection & Shipping Process

To protect against accidental damage or misuse, all faulty returns must undergo a formal assessment:

1. Return Shipping: The customer pays the initial return shipping (we recommend a tracked service).

2. Assessment: We will inspect the item. For technical gear, we may refer the item to the manufacturer/distributor for a formal report (this can take 3–6 weeks).

3. Outcome: If a factory fault is verified, we will refund your return shipping (up to £12) and proceed with the refund or repair. If the fault is deemed user error, accidental damage, or misuse, the warranty is void and shipping costs will not be reimbursed.

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5. Consumables & High-Risk Items

Certain items are designed to wear out or are highly sensitive to handling. These are not covered by warranty once used/played:

• Strings, Drumsticks & Reeds: Non-returnable once unpacked or played.

• Orchestral Bows (Violin/Cello/Bass): Bows are under extreme tension. We cannot offer a warranty for snaps or hair loss caused by overtightening or improper use.

• Cables: Covered for factory solder faults only; not covered for kinks, cuts, or internal breaks from improper coiling.

• Amplifier Valves/Tubes: These carry a limited 90-day warranty as they are high-wear items.

• Environmental Damage: We cannot warranty instruments against cracks or warping caused by extreme heat, cold, or lack of humidity (dryness).

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6. In-Store Purchases & Workshop Services

The "14-day online return" window does not apply to items bought in-store.

• In-Store Returns: Items can be returned for exchange or credit note within 14 days with a valid receipt. Refunds are only issued for verified factory faults.

• Proof of Purchase: A physical or digital itemised receipt is required. Bank statement screenshots are not accepted.

• Repair Warranty: Brass, Woodwind, and Guitar Electronic repairs carry a 3-month limited warranty on the specific work performed.

• Guitar Setups: We offer a 2-week "Tweak Window" for environmental settlement. You must notify us within 14 days of collection to book your adjustment.

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How to Start a Return

Please Contact Us with your order number and a brief description of the issue. We’ll get back to you quickly with instructions on what to do next!