Refund and Returns Policy

Last updated: 10/09/26

We want you to feel confident when purchasing from Rimmers Music. This policy explains your rights when returning or cancelling an order. Nothing in this policy affects your statutory rights.

Online, Telephone and Distance Purchases

Your right to cancel

If you purchase an item online, by telephone or through another distance-selling method, you normally have the right to cancel your order without giving a reason.

You must tell us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.

After notifying us, you must return the goods within a further 14 days.

To request a cancellation, please contact us using the details below and provide:

• Your name

• Order number

• Contact details

• Details of the item being returned

• Your reason for contacting us, although you do not need to provide a reason when exercising your statutory right to cancel

You may also use the cancellation form provided at the bottom of this policy.

Condition of returned goods

You may inspect an item in the same way that you could reasonably inspect it in one of our showrooms.

Please take appropriate care of the product while it is in your possession. Returned goods should include their original packaging, accessories, manuals, pedals, power supplies and any promotional items supplied with the order.

We may make a deduction from your refund if the value of the goods has been reduced by handling beyond what would reasonably be permitted in a shop. This may include damage, marks, excessive use, missing packaging or missing accessories.

Original packaging is particularly important for safely returning pianos, keyboards and other delicate musical instruments.

Refunds for cancelled online orders

We will refund:

• The price paid for the returned goods

• The cost of our least expensive standard delivery service, where a delivery charge was paid

Additional amounts paid for an enhanced, timed, Saturday, installation or specialist delivery option will not necessarily be refunded beyond the cost of standard delivery.

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

We may withhold the refund until we have received the goods or you have supplied evidence that they have been returned, whichever occurs first. Your refund will be processed within 14 days of that point.

Items That Cannot Be Returned Following a Change of Mind

The statutory right to cancel may not apply to:

• Goods made, altered or ordered to your individual specification

• Personalised products

• Sealed audio, video or computer software once unsealed

• Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed

• Services that have been fully completed with your prior agreement and acknowledgement

• Digital content supplied immediately with your agreement and acknowledgement that your cancellation right would be lost

For hygiene reasons, certain products such as microphones, headphones and in-ear products may only be returned after opening where a legal right to return applies, including where the product is faulty.

This section does not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

Faulty, Damaged or Incorrectly Supplied Goods

Please contact us as soon as possible if your item:

• Is faulty

• Arrives damaged

• Is not as described

• Is not fit for its intended purpose

• Is different from the item ordered

Where applicable, you may have the right to reject faulty goods within 30 days of receiving them and receive a refund. After this period, we may offer a repair or replacement in accordance with your statutory rights.

For some reported faults, we may ask for photographs, a video recording, the product serial number or further information to help us assess the issue. This does not remove or restrict your statutory rights.

Where goods are confirmed as faulty, damaged or incorrectly supplied, Rimmers Music will cover the reasonable cost of return or arrange collection where appropriate.

Damage must not be caused by misuse, accidental damage, unsuitable environmental conditions, unauthorised alterations, improper installation or failure to follow the manufacturer’s instructions.

Delivery Damage

Please inspect your order as soon as reasonably possible after delivery.

If you notice visible damage, missing items or an incorrect product, contact us promptly and retain all packaging. Photographs of the product, packaging and delivery labels may help us resolve the matter quickly.

Signing a delivery note does not remove your statutory rights.

Customer-Return, Ex-Display and Secondhand Products

Customer-return, ex-display and secondhand products may show signs of previous use, which will be explained in the product description where applicable.

You cannot make a claim based on a specific imperfection that was clearly disclosed before purchase. Your statutory rights continue to apply to faults or issues that were not disclosed.

Deposits and Special Orders

The treatment of a deposit will depend on the terms agreed when the order was placed and any reasonable costs or losses incurred as a result of cancellation.

Special-order, personalised or made-to-specification products may not be eligible for cancellation unless they are faulty, incorrectly supplied or not as described.

Any special conditions will be explained before the order is completed and shown on the relevant order documentation.

Exchanges

Where agreed, an exchange will be subject to product availability.

If the replacement product costs more than the returned product, the difference must be paid before the replacement is supplied. If it costs less, any refund due will be handled in accordance with the terms applicable to the original purchase.

How to Contact Us

To request a return, report a fault or cancel an eligible order, please contact:

Rimmers Music
Email: returns@rimmersmusic.co.uk
Telephone: 01772 622111
Returns address: Rimmers Music Ltd, Unit 7 Ribbleton Lane Trading Estate, Crook St, Preston, PR1 5LS

Please obtain return authorisation before sending any item to us. Returning goods without contacting us may delay their identification and processing.

Cancellation Information

Complete and return this information, only if you wish to cancel an eligible distance contract.

To: customerservice@rimmersmusic.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Goods ordered:
Order number:
Order date:
Date received:
Customer name:
Customer address:
Customer signature, if submitted on paper:
Date: