14-Day No-Fuss Returns

For most products purchased through our website, consumers have a 14-day cooling-off period beginning the day after the goods are received.

During this period, you may notify us that you wish to cancel your order without giving a reason.

To arrange a return, please email our returns department at:

returns@rimmersmusic.co.uk

Please include your name, order number or postcode and details of the item you wish to return. We may provide you with a returns reference so that our team can identify and process your return as efficiently as possible.

You do not have to obtain a returns reference in order to exercise your statutory right to cancel, but contacting us before returning the goods will help us manage the return and refund promptly.

Cancelled goods must be returned to us within 14 days of the date on which you notified us of your cancellation.

This section applies to eligible online and distance purchases. For change-of-mind returns relating to goods purchased in one of our stores, please refer to our Terms of Service.

Returning an Online Order

Unless the goods are faulty, incorrect or not as described, you are responsible for the direct cost of returning cancelled goods to us.

This also applies where:

• you refuse delivery because you have changed your mind;
• delivery is unsuccessful after three delivery attempts and you then cancel the order; or
• the goods need to be collected from you following a change-of-mind cancellation.

You may arrange your own return using a suitable carrier, or we may be able to arrange collection for you. Collection costs depend on the size, weight and type of product.

We recommend that you:

• use the original packaging where possible;
• use a tracked and appropriately insured return service;
• retain proof of dispatch; and
• package the goods carefully to prevent damage or scratching during transport.

Where the original packaging is no longer available, the goods must be protected using suitable packaging appropriate for the product’s size, weight and nature.

Collection Charges

The following charges apply where you ask us to arrange collection of an eligible non-faulty item:

These charges apply to collections from qualifying UK mainland postcodes.

Additional surcharges may apply to collections from remote, offshore or non-mainland postcodes, or where there are unusual access requirements. Please contact us for further details before committing to your purchase.

Condition of Returned Goods

When returned goods are received, we will inspect them to check that:

• all manuals are included;
• all accessories and components are present;
• any free promotional items are included;
• the goods have been handled with reasonable care; and
• the goods have been packaged suitably for safe transportation.

Where manuals, accessories, promotional items or other components are missing, we may make a reasonable deduction from the refund to reflect their value.

You may inspect goods to establish their nature, characteristics and functioning in the same way that you reasonably could in a physical shop.

If the value of the goods has been reduced because they have been handled beyond what was reasonably necessary for this purpose, we may make a reasonable deduction from the refund to reflect that reduction in value.

We cannot accept responsibility for damage caused while goods are being returned where the damage results from:

• inadequate packaging;
• misuse;
• accidental damage;
• unreasonable handling; or
• wear and tear caused by use.

A distance-sale cancellation should not be rejected entirely merely because of excessive handling, but the refund may be reduced to reflect diminished value where permitted by law.

Software, Digital Content and Sealed Products

For certain software and digital products, the right to cancel may be lost where:

• the download, installation or supply of the digital content has begun;
• you expressly agreed that supply could begin during the cancellation period; and
• you acknowledged that your cancellation right would be lost once supply began.

Some sealed products are only eligible for a change-of-mind return if they remain unused, unopened and sealed in their original packaging.

These products may include:

• software;
• CDs and DVDs;
• headphones and in-ear monitors;
• earplugs and ear protection;
• microphones;
• mouthpieces and reeds for woodwind or brass instruments; and
• mouth or lip-care products.

Any exclusion will only apply where permitted by law, including where a sealed product is not suitable for return for health-protection or hygiene reasons once opened.

Custom and Personalised Goods

We are unable to accept change-of-mind returns for goods that have been made to your specification or clearly personalised.

Exceptions may be agreed at our discretion before production or preparation begins and may be subject to a reasonable cancellation charge reflecting costs already incurred.

This does not affect your rights where personalised or custom-made goods are faulty, not as described or otherwise fail to conform to the contract.

Packaging Damage

Packaging is designed to protect products during transport and may sometimes sustain dents, marks, creasing or other superficial damage while the product inside remains unaffected.

Superficial damage to packaging alone does not mean that the product is faulty or damaged.

Where a return is requested solely because of superficial packaging damage and the product itself is undamaged, you will normally be responsible for the cost of returning the goods.

This does not affect your rights where packaging damage has caused or indicates damage to the product.

Orders Cancelled by Rimmers Music

We may cancel an order before delivery where:

• we are no longer able to supply the item;
• there has been a significant supplier price change;
• the product has been listed at an incorrect price;
• payment cannot be authorised;
• we reasonably suspect fraud or unauthorised activity; or
• we are otherwise unable to fulfil the order.

If we cancel an order after payment has been taken, all sums paid for the cancelled item will be refunded using the original payment method.

Any refund due following cancellation will be made without undue delay and within the period required by law.

For most online cancellations, the refund must normally be made within 14 days after the goods are received back or evidence of return is provided.

Faulty Goods and Product Guarantees

Specific product-guarantee information is shown within the relevant product description or manufacturer documentation.

These guarantees are in addition to, and do not replace, your statutory rights under the Consumer Rights Act 2015.

Goods supplied by us must be:

• of satisfactory quality;
• fit for their intended purpose;
• as described; and
• compliant with the contract.

Faults Reported Within the First 30 Days

If an item becomes faulty within the first 30 days after delivery, please email:

returns@rimmersmusic.co.uk

Please include:

• your full name;
• order number;
• product make and model;
• serial number;
• a description of the fault; and
• where reasonably possible, a short video demonstrating the issue.

A video can help us assess the fault quickly, but we will not require evidence that is unreasonable or impossible for you to provide.

Where appropriate, we will arrange collection from the original delivery address at our expense. For smaller boxed products, you may need to print and attach a return label.

If we are unable to verify the fault remotely, the product may need to be inspected by us, the manufacturer or an authorised service engineer.

Where you arrange a return with our prior agreement, we will reimburse reasonable return costs where the goods are confirmed as faulty and you are entitled to a statutory remedy.

Any return cost must be agreed with us in advance. Where a cost has not been agreed, reimbursement may be limited to a reasonable amount supported by a valid receipt or invoice.

Consumers generally have a short-term right to reject faulty goods within 30 days, subject to the circumstances and applicable law.

Faults Reported After the First 30 Days

After the first 30 days, the appropriate remedy will normally be a repair or replacement in the first instance, depending on the nature of the fault and the requirements of consumer law.

Please contact us before arranging any return so that we can assess the issue and advise on the appropriate next step.

Depending on the product and circumstances, this may involve:

• remote troubleshooting;
• an engineer visit;
• return to an authorised service centre;
• collection;
• repair;
• replacement; or
• another appropriate remedy.

Where the goods are faulty and you are entitled to a statutory remedy, the repair or replacement must normally be provided without cost to you, within a reasonable time and without significant inconvenience.

The following collection charges may apply where collection is not required to be provided at our expense, including where:

• no fault is found;
• the issue is caused by accidental damage or misuse;
• the issue is excluded from the applicable guarantee;
• you request an optional collection service; or
• the collection is otherwise outside your statutory rights.

An additional administration charge may apply where we arrange a non-warranty collection or service on your behalf. Any applicable charge will be confirmed before the service is arranged.

These charges apply to qualifying UK mainland postcodes. Additional surcharges may apply for remote, offshore or non-mainland locations or where specialist access is required.

Misuse, Accidental Damage and No-Fault Returns

Product guarantees do not cover faults or damage caused by:

• misuse;
• accidental damage;
• unauthorised repair or modification;
• failure to follow the manufacturer’s instructions;
• fair wear and tear;
• neglect; or
• any cause other than a manufacturing or inherent fault.

If an item is returned and, following reasonable inspection, no fault is found, we may return the item to you and charge reasonable inspection, collection and redelivery costs.

We will not treat an intermittent fault as having no fault merely because it does not occur immediately during inspection.

Packaging and Fault Claims

Some products are dispatched in manufacturer-approved retail packaging.

We are unable to provide free collection solely because the external packaging has sustained superficial damage where the product itself is unaffected.

This does not affect your rights where the product is damaged, faulty or not as described.

Delivery Information

For full information about delivery options, charges, timescales and postcode restrictions, please refer to our Delivery Information page.

Contact Our Returns Team

Please complete the returns form with all of the required information.

Include as much detail as possible about the reason for contacting us so that our team can assess the matter and provide the most helpful and efficient response.

We aim to respond as quickly as possible, usually within 24 hours during our normal working days. More complex cases may require additional time while we obtain information from a manufacturer, carrier or service provider.