These Terms of Service are also referred to as our Terms and Conditions.

1. About Us

These Terms of Service apply to purchases made from:

Rimmers Music Limited
Company registration number: 01405070
Registered office: Unit 7, Ribbleton Lane Trading Estate, Crook Street, Preston, PR1 5LS
Telephone: 01772 622111

In these terms, “Rimmers Music”, “we”, “us” and “our” refer to Rimmers Music Limited.

“You” and “your” refer to the person or organisation purchasing goods or services from us.

Nothing in these terms excludes, limits or restricts any rights you have under applicable consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Application of These Terms

All orders accepted by Rimmers Music are subject to these terms.

These terms form part of the contract between you and us. Any additional or conflicting terms proposed by a customer will not apply unless we agree to them expressly in writing.

No employee, agent or representative of Rimmers Music has authority to vary these terms unless the variation is confirmed by an authorised representative of Rimmers Music in writing.

We will send confirmation of your order by email. You can view the current version of these terms on our website, and details of recent orders may also be available through your customer account.

3. Consumer and Business Customers

Some rights described in these terms apply only where you are purchasing as a consumer.

A consumer is an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.

Where you purchase goods wholly or mainly for business purposes, certain consumer cancellation and statutory rights may not apply. Separate terms may also be agreed for business, educational or government customers.

4. Placing an Order

When you place an order through our website, you are making an offer to purchase the goods or services shown in your order.

After receiving your order, we will send an acknowledgement by email. This acknowledgement confirms that we have received your order but does not necessarily mean that we have accepted it.

A contract is formed when we confirm that your order has been accepted or when we dispatch the goods, whichever occurs first.

We may decline or cancel an order before dispatch where, for example:

• the product is unavailable;
• we are unable to obtain authorisation for payment;
• a finance application is unsuccessful;
• the delivery address cannot be serviced;
• there has been a material pricing or product-description error;
• we reasonably suspect fraud or unauthorised activity; or
• we are otherwise unable to fulfil the order.

If we cancel an order after taking payment, we will refund the amount paid using the original payment method.

5. Product Information and Availability

We take reasonable care to ensure product descriptions, specifications, images and prices are accurate.

Product images are illustrative. Colours, finishes and minor product details may vary depending on the manufacturer, screen settings or production changes.

Manufacturers may make minor changes to specifications without notice. We will not be responsible for minor variations that do not materially affect the product’s appearance, quality, function or suitability.

All products are subject to availability.

Where a product is described as available to order or showing an estimated arrival date, that date is an estimate based on information available from the manufacturer or supplier and is not guaranteed.

6. Prices

Prices shown on our website include VAT where applicable unless stated otherwise.

We take reasonable care to ensure prices are correct. If we discover an obvious pricing error before dispatch, we may:

• contact you to ask whether you wish to proceed at the correct price; or
• cancel the order and refund any amount paid.

Delivery, installation and other service charges will be shown separately where applicable.

7. Payment

For orders placed using a credit or debit card, payment may be taken when the order is placed.

Online card payments are processed through Shopify Payments and associated payment providers.

We reserve the right to decline or review a card payment where:

• security authentication is unsuccessful;
• billing information does not match;
• the requested delivery address differs from the verified billing address;
• fraud checks raise concerns; or
• the payment provider declines the transaction.
• Where payment by card is unavailable or not accepted, we may permit payment by bank transfer.

Where payment is made by cheque with our prior agreement, the cheque must clear before goods are dispatched or delivered. Clearance may take approximately 7–10 working days.

We may accept official purchase orders on agreed 30-day credit terms from recognised educational establishments and government departments.

Goods remain our property until payment has been received in full. Risk in the goods passes as explained in the delivery section below.

8. Finance

Finance options are provided by Mitsubishi HC Capital UK PLC, trading as Novuna Personal Finance.

Novuna Personal Finance is authorised and regulated by the Financial Conduct Authority. Financial Services Register number: 704348.

Registered office:

Novuna House
Thorpe Road
Staines-upon-Thames
Surrey
TW18 3HP

Registered company number: 01630491.

Rimmers Music Limited acts as a credit broker and not a lender. We offer credit products from Novuna Personal Finance.

Rimmers Music Limited is authorised and regulated by the Financial Conduct Authority. Our registration number is 673065.

Finance is subject to status, eligibility, affordability checks and the lender’s terms and conditions.

9. Delivery

Delivery options, charges and estimated timescales are shown on our website or confirmed during the ordering process.

We will use reasonable endeavours to meet any estimated delivery date, but delivery dates are estimates unless we have expressly agreed a fixed date with you.

Some products are held in our own stock. Other products must be ordered from a manufacturer or supplier, and quoted dates may depend on information supplied by them.

We may deliver an order in separate consignments. Where we do so, we will not charge more than the total delivery price agreed for the full order unless you separately request additional deliveries.

We are not able to guarantee next-working-day delivery. Couriers and other delivery providers may occasionally experience delays outside our reasonable control.

We recommend allowing sufficient time where an order is required for a performance, event, birthday, Christmas or another fixed occasion.

Nothing in this section affects any legal rights you may have where delivery is materially late or does not take place within an agreed timeframe.

10. Delivery Access

You must provide accurate information about delivery access before delivery is arranged.

This includes details of:

• steps or stairs;
• narrow doors, corridors or turns;
• restricted parking;
• lifts;
• limited vehicle access;
• long carrying distances;
• upper-floor locations; and
• any other circumstances that may affect delivery.

You should notify us by email of any known access difficulties.

Where a delivery cannot be completed safely because relevant access information was not provided, we may charge reasonable additional delivery, storage, redelivery or return costs.

Specialist delivery remains subject to safe and suitable access. Our delivery team may decline to complete any part of a delivery that they reasonably consider unsafe or likely to cause injury or damage.

11. Receipt of Delivery

Deliveries may require a signature.

Depending on the carrier and service selected, the courier may use photographic proof of delivery instead of a signature.

Unless a carrier service expressly permits it and we have agreed otherwise, goods cannot be left unattended, in a nominated safe place or with a neighbour.

Risk in the goods passes to you when the goods are delivered to you or to a person identified by you to take possession of them.

Where you independently appoint a carrier who was not offered by us, risk may pass when the goods are handed to that carrier.

12. Refused and Failed Deliveries

Where you refuse a delivery or fail to accept it, the goods may be returned to us.

If you are exercising a valid consumer cancellation right, reasonable return costs may be deducted where you were informed before purchase that you would be responsible for those costs.

Where delivery fails because:

• incorrect information was provided;
• access was not disclosed;
• no authorised person was available;
• the delivery was refused without legal justification; or
• repeated delivery attempts were unsuccessful,

we may recover reasonable delivery, storage, return and redelivery costs.

13. Goods Damaged in Transit or Missing Items

Please inspect the goods as soon as reasonably possible after delivery.

If goods appear to have been damaged in transit or an item is missing, please contact us as soon as possible, ideally within 48 hours. Reporting promptly helps us investigate the matter with the carrier, but this requested reporting period does not remove your statutory rights.

Where goods have been damaged in transit or items are missing, we will arrange an appropriate remedy, which may include collection, replacement, repair or refund, depending on the circumstances and your legal rights.

Packaging is designed to protect goods during transit and may sustain superficial marks, creases or damage while the product inside remains unaffected.

Damage to packaging alone does not necessarily mean that the product is faulty or damaged. Where a customer requests a discretionary return solely because of superficial packaging damage, we may require the customer to meet reasonable return costs.

14. Incorrect Items

If you believe you have received an incorrect item, please contact us as soon as possible and, where reasonably practicable, within 14 days.

We will arrange collection of the incorrect goods and provide the correct goods or another appropriate remedy at our expense.

You must take reasonable care of goods delivered to you in error and make them available for collection.

You will not be required to pay for unsolicited goods. However, where goods were clearly delivered by mistake in connection with your order, you must not knowingly retain, use, sell or dispose of them after we have requested their return and made reasonable collection arrangements.

15. Cancelling an Online or Distance Order

Where you are purchasing as a consumer online, by telephone or through another distance-selling method, you normally have the right to cancel without giving a reason.

For goods, the cancellation period normally ends 14 days after the day on which:

• you receive the goods;
• a person nominated by you receives the goods; or
• you receive the final item, where an order is delivered in separate parts.

To cancel, you must make a clear statement telling us that you wish to cancel.

You may contact us at:

Email: returns@rimmersmusic.co.uk

You may also use our model cancellation form, but use of the form is not compulsory.

16. Returning Cancelled Goods

After telling us that you wish to cancel, you must return the goods without undue delay and no later than 14 days after the date on which you notified us.

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

You may arrange your own suitable return service. We recommend:

• using the original packaging where available;
• packaging the goods carefully;
• using a tracked and adequately insured service; and
• retaining proof of dispatch.

Where the original packaging is unavailable, the goods must be protected with suitable packaging that is adequate for the nature, size and weight of the product.

We may offer a collection service at your cost.

17. Indicative Collection Charges

The following charges may apply where you ask us to arrange collection of a non-faulty cancelled item:

These charges apply to qualifying UK mainland postcodes.

Additional charges may apply for:

• remote or offshore locations;
• restricted access;
• additional labour;
• unusual collection requirements;
• waiting time; or
• specialist equipment.

The applicable price will be confirmed before collection is arranged.

18. Refunds Following Cancellation

Where you validly cancel a distance order, we will refund:

• the price paid for the cancelled goods; and
• the cost of standard outbound delivery, where required by law.

If you selected a more expensive delivery option than our least expensive standard delivery service, we are not required to refund the additional amount.

We may withhold the refund until:

• we receive the returned goods; or
• you provide evidence that the goods have been sent back,

whichever occurs first.

We will issue the refund without undue delay and no later than 14 days after the applicable point above.

Refunds will normally be made using the original payment method unless expressly agreed otherwise.

19. Handling and Diminished Value

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

You are responsible for any reduction in value caused by handling beyond what is reasonably necessary for that purpose.

Where returned goods show excessive handling, use, damage or missing components, we may make a reasonable deduction from the refund to reflect the resulting reduction in value.

Returned goods should include, where originally supplied:

• manuals;
• accessories;
• power supplies;
• pedals;
• stands;
• free promotional items;
• cables;
• fittings; and
• other components.

A deduction may be made for missing items or damage.

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

20. Products Excluded from Change-of-Mind Cancellation

The statutory right to cancel may not apply, or may be lost, in relation to certain products, including:

• goods made to your specification;
• clearly personalised goods;
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
• sealed audio, video or computer software once unsealed;
• digital content once supply has begun after you have expressly consented and acknowledged that the cancellation right will be lost; and
• services fully performed after you expressly requested early performance and acknowledged the relevant consequences.

This may include, depending on how the product is supplied and sealed:

• software;
• headphones;
• in-ear monitors;
• earplugs;
• ear protection; and
• registered or activated digital products.

Any exclusion will be applied only where permitted by law.

21. Custom and Personalised Goods

Goods made to your specification or clearly personalised are normally excluded from the consumer change-of-mind cancellation right.

We may agree to cancel or amend a custom order at our discretion before production or preparation begins.

Where we agree to a discretionary cancellation, reasonable costs already incurred may be deducted.

This does not affect your rights where custom goods are faulty, not as described or do not conform to the contract.

22. In-Store Purchases

There is no general statutory right to return fault-free goods bought in a physical store merely because you have changed your mind.

As an additional goodwill policy, where you return an eligible in-store purchase within seven days with proof of purchase, unused and in its original undamaged packaging, we may offer:

• an exchange; or
• a credit note.

We do not normally provide cash refunds for change-of-mind returns of goods purchased in store.

This goodwill policy does not affect your statutory rights where goods are faulty, not as described or otherwise do not conform to the contract.

23. Faulty Goods and Statutory Rights

Goods must be:

• of satisfactory quality;
• fit for any purpose made known to us;
• as described; and
• otherwise compliant with applicable consumer law.

Your statutory rights are separate from and additional to any manufacturer’s or extended guarantee.

Where goods are faulty, the remedy available will depend on matters including:

• when the fault arose;
• the nature of the fault;
• whether repair or replacement is possible;
• whether the goods have been misused or damaged; and
• your rights under the Consumer Rights Act 2015.

Consumers may have a short-term right to reject faulty goods within 30 days. After that, repair or replacement will normally be the first available remedy, subject to the circumstances and applicable law.

24. Reporting a Fault

To report a fault, please email:

returns@rimmersmusic.co.uk

Please provide where available:

• your name;
• order number;
• product make and model;
• serial number;
• a description of the fault;
• photographs;
• a short video or audio recording demonstrating the issue; and
• details of troubleshooting already attempted.

Photographs or recordings can help us assess the issue, but we will not require evidence that is unreasonable or impossible to provide.

Where a fault cannot be verified remotely, an inspection by an engineer or technician may be required.

25. Collection and Inspection of Faulty Goods

Where goods are confirmed or reasonably believed to be faulty and you are entitled to a statutory remedy, we will bear the reasonable costs necessary to provide that remedy.

Depending on the goods and circumstances, we may arrange:

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

Where goods are returned and found not to have a fault, or the problem was caused by accidental damage, misuse, unauthorised modification or another excluded cause, we may charge reasonable inspection, collection, repair and redelivery costs, provided these were explained to you where reasonably possible.

We will not charge you merely because a genuine fault is intermittent or difficult to reproduce.

26. Optional Collection Charges for Non-Warranty Cases

Where a collection is not legally required to be provided at our expense—for example, where damage appears accidental or no fault is found—we may offer a paid collection service.

Indicative charges include:

Additional charges may apply outside qualifying UK mainland postcodes or where specialist access is required.

27. Guarantees

New products carry at least the applicable manufacturer’s guarantee stated on the product page or accompanying documentation. Guarantee periods may vary, and some products may include cover of up to ten years where registration or other conditions are satisfied.

Used products will normally include a minimum three-month guarantee unless a longer period is stated.

A guarantee does not replace or restrict your statutory rights.

Guarantees may exclude:

• accidental damage;
• misuse;
• neglect;
• commercial use where the product is intended for domestic use;
• unauthorised modification;
• failure to follow instructions;
• consumable items;
• normal wear and tear; and
• cosmetic damage that does not affect function.

The precise terms of a manufacturer’s guarantee may be set by the manufacturer.

28. Packaging Damage

Some products are dispatched in manufacturer-approved retail packaging.

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

We do not normally offer free collection solely because packaging has superficial marks, dents or creases where the product itself is undamaged.

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

29. Extended Guarantee Terms

Where you purchase a Rimmers Music extended guarantee, it covers qualifying mechanical or electronic breakdown or malfunction arising from:

• poor workmanship;
• defective parts; or
• defective components,

during the stated guarantee period.

The extended guarantee includes qualifying parts and labour.

It does not cover:

• cosmetic damage caused by normal wear and tear;
• misuse;
• accidental damage;
• routine maintenance;
• consumable parts;
• parts that normally require periodic renewal; or
• faults otherwise excluded in the guarantee documentation.

Where more than one product is purchased in a transaction, the extended guarantee must cover each product intended to be protected.

In the event of a dispute about the cause of a fault, an independent expert may be appointed with the agreement of both parties.

The initial cost of that assessment may be paid by the policyholder. If the expert concludes that the issue is covered by the extended guarantee, Rimmers Music will reimburse the reasonable expert cost and arrange the appropriate covered remedy.

Nothing in this extended guarantee affects your statutory rights.

30. Software and Digital Content

Digital content and software must be of satisfactory quality, fit for purpose and as described.

Where you request immediate access to digital content during the cancellation period, we may ask you to:

• expressly consent to immediate supply; and
• acknowledge that your cancellation right will be lost once supply begins.

Software activation, download, installation or registration may affect your ability to cancel only where the applicable legal conditions have been satisfied.

Nothing in this section affects your rights where software or digital content is faulty.

31. Liability

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of statutory consumer rights; or
• any other liability that cannot legally be excluded.

Where you are a consumer, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill.

We are not responsible for losses that were not foreseeable when the contract was formed.

We are not responsible for business losses suffered by a consumer, including:

• loss of profits;
• loss of business;
• loss of opportunity;
• loss of anticipated savings; or
• business interruption.

Where goods are purchased for business purposes, additional limitations may apply to the fullest extent permitted by law.

32. Events Outside Our Reasonable Control

We are not responsible for delay or failure caused by events outside our reasonable control.

These may include:

• courier disruption;
• severe weather;
• transport disruption;
• strikes;
• supplier or manufacturer delays;
• fire;
• flood;
• epidemic or pandemic;
• government restrictions;
• telecommunications failures; or
• other exceptional events.

We will take reasonable steps to minimise the effect of the delay and keep you informed where appropriate.

This section does not remove any statutory right you may have to cancel where delivery is materially delayed.

33. Complaints

To make a complaint, please contact us:

Email: customerservice@rimmersmusic.co.uk
Telephone: 01772 622111
Online: through the Contact Us page on our website

We aim to acknowledge complaints within three working days.

The acknowledgement will normally confirm:

• who is dealing with the complaint; and
• when you can expect a response.

We aim to provide a substantive response within two weeks.

Where further investigation is required, we will provide a progress update and an indication of when a full response is expected.

Complaints will be recorded and reviewed by the customer-service manager.

Where a complaint concerns a specific employee, that person may be informed and given a fair opportunity to respond.

Our final response will normally explain:

• how the complaint was investigated;
• the conclusions reached; and
• any action taken or proposed.

If you are dissatisfied with the initial outcome, you may request a review by the Managing Director.

We aim to acknowledge a request for senior review within one week and confirm who will consider the matter and when a response is expected.

34. Gift Vouchers

Validity

Gift vouchers are valid for 12 months from the date of issue unless otherwise stated.

Transaction Number

You must provide the relevant voucher code or transaction number when redeeming the voucher.

Redemption

Vouchers may be redeemed against eligible products or services offered by Rimmers Music.

A voucher:

• cannot be exchanged for cash;
• cannot be used to purchase another gift voucher; and
• cannot be redeemed after its expiry date unless we agree otherwise.

Partial Use

Where the full voucher value is not used in one transaction, the remaining balance will remain available until the original expiry date.

No cash refund will be provided for an unused balance.

Lost, Stolen or Damaged Vouchers

Vouchers should be treated like cash.

We are not responsible for replacing a lost, stolen, deleted or damaged voucher unless we can reasonably verify the voucher and are satisfied it has not been used.

Refunds and Cancellations

Vouchers are non-refundable and cannot be exchanged for cash, except where required by law.

Goods or services purchased using a voucher remain subject to our normal returns, cancellation and statutory-rights provisions.

Where a refund is due for goods bought with a voucher, the refund may be issued back to a voucher or equivalent store credit, except where the law requires otherwise.

Fraud

A voucher may be suspended or cancelled where we reasonably believe it has been:

• altered;
• duplicated;
• obtained fraudulently;
• used without authority; or
• otherwise misused.

Changes to Voucher Terms

We may amend voucher terms from time to time.

Any amendment will not unfairly reduce the value or rights attached to a voucher already issued.

35. Privacy and Cookies

Our handling of personal information is explained in our Privacy Policy.

Our use of cookies and similar technologies is explained in our Cookie Policy and cookie-preference tool.

36. Severability

If any provision of these terms is found to be invalid, unlawful or unenforceable, the remaining provisions will continue in effect.

37. Waiver

If we do not immediately enforce a right under these terms, that does not mean we have waived that right.

38. Third-Party Rights

Unless expressly stated otherwise, no person other than you and Rimmers Music has the right to enforce these terms.

39. Governing Law

If you are a consumer, these terms are governed by the law of England and Wales.

You may bring legal proceedings in the courts of the part of the United Kingdom in which you live.

If you are a business customer, the courts of England and Wales will have exclusive jurisdiction unless otherwise agreed in writing.