Guarantees & Returns Policy
Updated on the 4th January 2012.
You can purchase from gear4music with complete confidence and peace of mind.
Once your goods are delivered, you have 14 days to decide that you definitely want to keep them. If you decide an item is not suitable for any reason, you can return it back to us for replacement or full refund including standard delivery charges. In conjunction with our extended warranty scheme you can extend the money back guarantee period up to 60 days on many products for a small charge.
All our goods are supplied with a minimum of 1 year's warranty. If your goods develop a fault within the warranty period, we will quickly repair or replace the item for you, and if we are unable to do this we will offer you a refund.
You can purchase an extended warranty of between three and five years on many products. This is an enhanced service that includes the extended money back guarantee period, and free collection and delivery for the first two years. You can transfer the warranty if you sell the goods, and even claim cash back if you do not make a claim! Details are provided on product pages and in the shopping basket.
In the unlikely event that your goods are damaged during transit to you, please inform us as soon as possible and we will quickly replace the item for you free of charge.
A few items are excluded from our 14 day money back guarantee, including computer software that has been unsealed or registered, music computer systems built to a customers personal specification, in-ear monitors and headphones, and products purchased in store.
Delivery of Goods
Estimated delivery dates are stated for every product, and whilst we cannot guarantee the dates stated (or any date you book using the calendar facility), the vast majority of orders within mainland UK are delivered on the delivery dates stated. We will send you an email (or SMS text if you prefer) to confirm when an order leaves our warehouse. If for any reason your order is not dispatched within the estimated timescale, we will send you an email or SMS text with a revised delivery date.
We have a wide range of delivery options, and the charges are calculated depending on the weight and size of your order, and the delivery service selected. Some products include free delivery. The estimated delivery cost is shown in your shopping basket, and then confirmed as you proceed through the checkout after entering your address details.Delivery Charges Guide:
Some products include FREE UK delivery - displayed in shopping basket if available
Small items: 99p to around £5
Medium sized orders (up to 30KG): £1.98 to £7.50
Larger items such as Drum Kits: from £7.99
Delivery to European destinations: from 8 EUROS
Delivery to an alternative address: Please ensure your Gear4music account is registered to the same address as any debit or credit card you intend to use. We may reject orders when according to our security checks, the address you have provided does not match the card holders address - this is to help prevent credit card fraud. If your order is under £300, and providing the details you enter pass all of our security checks, you may be offered the option of changing the delivery address once a transaction has been processed. Unfortunately we can only deliver orders over £300 to the registered card holders address.
Delivery and collection charges for returned items:
For goods returned under our 14 day money back guarantee, standard delivery charges will be refunded, and we can also collect the goods from you free of charge. This offer excludes delivery upgrade options (i.e. timed and Saturday services).
If goods become defective within the first six months of your ownership we will collect the goods and deliver them back to you free of charge. After six months of ownership we may make a small charge to cover our direct costs of collecting and returning the goods.
We accept secure online payment by VISA, MASTERCARD, MAESTRO, and DELTA debit and credit cards. We do not accept AMEX. Card payments are processed using VERIFIED BY VISA and MASTERCARD SECURECODE you may be asked by your card company to setup a password for your card if you do not already have one - this is an easy process and takes just a few moments.
Your card will not be debited until we ship your goods (although we will check that your card is genuine, and has sufficient funds available to complete the transaction). Unless agreed otherwise, cleared payment must be received before dispatch.
We also accept PayPal if you have a registered PayPal account with a confirmed address. Please select PayPal as the payment method during the checkout process.
Alternatively, you can send us a cheque to pay for goods, but cheques must be cleared (7-10 working days) before goods can be dispatched. Please make cheques payable to "Red Submarine Limited", and post to: Gear4music.com, c/o Red Submarine Ltd, Great North Way, York Business Park, York, YO26 6RB Alternatively, you can pay by direct bank transfer - please call for our bank details.
Local authorities, government funded education departments and registered private schools can order on account and pay for goods within 30 days of receipt. You can fax your approved order form to us on 01904 898 626 or request an E-Procurement online account.
Demonstrating products at our showroom
If you'd like to try an instrument before you buy it please call us in advance, as we cannot guarantee that all items will be available for demo.
Our primary goal in collecting personal information from you is to provide you with a smooth, efficient, and personalised experience while using our web-site. This allows us to provide services and features that most likely meet your needs, and to customise our service to make your experience easier and quicker.
To fully use our web-site and make purchases, you will need to register as a customer, where you will be required to provide us with your contact information and some other information relating require to process any orders you place with us. We automatically track certain information about you based upon your behaviour on our site. We use this information to do internal research on our users' demographics, interests, and behaviour to better understand and serve our users.
About this web site
This web site provides up to the minute pricing and information about all the products Gear4Music.com supply. It allows you to communicate with Gear4Music, store quotations, place orders, and access information about your current and past orders. Prices are displayed in UK Pounds and Euros, and an indication of delivery timescale is provided. If you have any suggestions about how we can improve our site, please do let us know.
Gear4music.com is part of the Red Submarine Limited Group. Company number: 3113256. VAT registration number: GB 552 0332 82
WEEE compliance - Waste Electrical and Electronic Equipment regulations
For all European transactions, unless shown during the checkout process, our prices include contributions to a producer recycling fund to ensure that waste electrical and electronic equipment is collected and recycled in a responsible manner. We also offer a FREE take back service. If you have an older item that you wish to dispose of when you order a new replacement item from us (must be the same type of item), please advise us by sending an email to email@example.com with details of the old item, and we will collect it from you free of charge when we deliver the new item. Alternatively you can bring the item to our store in York. If you live in Ireland, you can also find the location of your nearest WEEE collection point at this web address: http://www.weeeireland.ie/localDepot/default.htm
It is important to reduce the amount of WEEE going into landfill sites because WEEE can contain lead and other toxins which can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health. All new Electrical and Electronic Equipment is now marked with a crossed out wheeled bin symbol. Products marked with this symbol should be disposed of separately from normal household waste. Our UK WEEE number is: WEE/DK0065TW