Return Policy

Last updated: 10 September 2026

Our 30-day return policy

You can request a return within 30 days of receiving your physical order. For our voluntary extended return policy, items must be unused, in their original condition and packaging, with proof of purchase. These conditions do not restrict any statutory right to inspect goods, cancel a purchase or receive a remedy for faulty goods.

How to request a return

Email customerservice@musiciangoods.com with your order number. Our team will provide return instructions and the appropriate return address. Please contact us before sending goods back so we can direct your parcel correctly. Contacting us to exercise a statutory cancellation right does not require our prior approval.

For a change-of-mind return, you pay return postage where this was disclosed before purchase. If we supplied a damaged, defective or incorrect item, contact us so we can arrange an appropriate remedy without charging you for our error.

Refunds

After receiving and inspecting a voluntary return, we normally process an approved refund to the original payment method within 5–7 business days. Your payment provider may need additional time to display it. This processing estimate does not extend any statutory refund deadline.

Original delivery charges are not refunded under our voluntary extended return policy unless the return is due to our error or a refund is required by law.

Statutory cancellation rights

Where the EU statutory cooling-off right applies, you can notify us of cancellation within 14 days after delivery without giving a reason. Refunds are due within 14 days after cancellation; we may withhold payment until we receive the goods or evidence that you returned them, whichever happens first. When you cancel the whole order, the refund includes the standard outbound delivery charge. Return the goods within 14 days after notifying us.

Damaged, defective or incorrect items

Contact us promptly with your order number and, where possible, a photo of the issue. For issues reported within 30 days, our published service policy offers a free replacement or a full refund without requiring a return. Our team will confirm the solution. The 30-day reporting period does not remove any statutory rights for defects discovered later.

Digital products and exclusions

Digital downloads, licence keys, gift cards and products clearly marked final sale are excluded from our voluntary extended return policy. Statutory rights still apply. For digital content, a statutory cooling-off right is lost only when the legal requirements for immediate supply, express consent and acknowledgement of losing that right have been met. Accessing a download alone is not treated as proof of that consent.

If you have a problem downloading or using a digital purchase, email us for help.

Contact

customerservice@musiciangoods.com

This policy does not limit mandatory consumer protections in your country or change rights already agreed for an existing order.