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RETURNS POLICY

Terms & Conditions

This website is owned and operated by Steel Town Music, a company registered in England at 71 Middle Street, Consett, Co. Durham, DH8 5QG.

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What are my rights?

Under the Consumer Rights Act 2015, all products must be of satisfactory quality, fit for purpose and as described*. 

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You, the consumer, have a legal right to a full refund if you find your purchase does not meet the above criteria - providing that you make a claim within 30 days of receiving your purchase and (in the case of brand new products) that the packaging is still in perfect condition. 

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Upon return of damaged or defective goods, we will test them. If your claim that the goods are damaged is valid then we will repair or replace the goods or refund you for the defective goods. If we determine in our own discretion that the goods are not faulty then we shall be entitled to charge you for their return.

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After the initial 30 days you cannot demand a full refund, but you still have the right to a repair or replacement. 

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We cannot offer returns on items that are found to be of satisfactory quality, fit for purpose and as described and ask that you are sure of a purchase before you make it. This means no buying a guitar, gigging it, deciding it's not for you and sending it back! We're under no obligation to refund or exchange goods that are fit for purpose but you've changed your mind about. However, we want all of our customers to be happy and, as goodwill, we will try to help you resolve any issue. 

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We test and check the condition of all products before sending them out and will have evidence of the exact condition they were in before sending, so don't go breaking things just so you can send them back!

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How do I return a faulty item?

To arrange a return or for more information regarding our returns policy,

contact us directly at steeltownmusic@gmail.com. 

 

Gift Cards
Our gift cards can be purchased at any monetary value, to be used towards physical product in the shop, or towards any amount of tuition (lessons) based on our current prices (see Tuition page).

 

Our gift cards are non-refundable, though lesson gift cards can be transferred into store credit. We are unable to exchange unwanted vouchers for cash. We are also unable to accept gift cards after their expiry date.

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Please refer to our Condition Guide for more information regarding the terms and phrases we use when describing the condition of our products. 

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  • Satisfactory quality 
    Goods shouldn't be faulty or damaged when you receive them. You should ask yourself what a reasonable person would consider satisfactory for the goods in question. For example, second-hand items won’t be held to as high standards as brand new goods.
     

  • Fit for purpose 
    The goods should be able to be used for the purpose they are supplied for.
     

  • As described 
    The goods supplied must match any description given to you, or any models or samples shown to you at the time of purchase.

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