Refund policy

This policy covers anything you buy from Edinburgh Music Centre online or by phone. It doesn't affect your legal rights.

Changed your mind? You have 14 days

You can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in more than one delivery, the 14 days run from the day the last item arrives. You can also cancel before your order arrives.

To cancel, tell us clearly within the 14 days. Email sales@edinburghmusiccentre.com with your order number, use the cancellation form at the end of this policy or call us on 0131 453 4652. You don't have to give a reason.

Then send the item back within 14 days of telling us, to:

Edinburgh Music Centre
563 Lanark Road
Juniper Green
Edinburgh EH14 5DB

Or bring it into the shop.

Return postage is your responsibility unless the item is faulty or we sent the wrong thing. We recommend a tracked and insured service: the item is your responsibility until it reaches us.

Your refund

  • We refund the price you paid and the original standard delivery charge. If you chose a faster delivery option, we refund only the cost of standard delivery.
  • We refund you within 14 days of getting the item back, or of you showing us proof that you've sent it, whichever comes first. If you cancel before the item is sent, we refund within 14 days of you telling us.
  • The refund goes back to the payment method you used. There's no fee.
  • You can handle an item as you would in a shop to see what it is and that it works. If it comes back worn, damaged or showing use beyond that, we reduce the refund by 10% of the price, or by the full loss in value if that is more, and we'll tell you why. A mouthpiece that comes back with tooth marks, scratches or worn plating is the usual example.

What can't be returned once opened

  • Reeds and mouthpieces supplied in sealed hygiene packaging, once the seal is broken. You're welcome to try mouthpieces in the shop before you buy.
  • Items made to your own specification or personalised for you.

These exceptions apply only when you change your mind. If one of these items is faulty, you're covered as below.

Everything else can be returned, including sale items, pre-owned and ex-demo instruments, special orders and unused gift cards.

Bought in the shop?

The 14-day right to cancel applies to online and phone orders. If you bought in the shop and change your mind, we're not obliged to take the item back, though we'll always try to help. Your rights if an item is faulty are the same however you bought it.

Faulty, damaged or wrong items

If something arrives faulty, damaged or not as described, contact us as soon as you can. Your rights under the Consumer Rights Act 2015 are:

  • Within 30 days of delivery you can reject it for a full refund, including the delivery cost.
  • After 30 days, we'll repair or replace it. If the repair or replacement doesn't fix the problem, or isn't possible, you can have a refund, or a price reduction if you'd rather keep it.
  • If a fault shows up within 6 months, we'll assume it was there on delivery unless we can show otherwise. After 6 months, we may ask you to show that the fault was there when you bought it.
  • You can make a claim for up to 5 years after purchase in Scotland, or 6 years in England, Wales and Northern Ireland.

We pay the return postage for faulty and incorrect items and will arrange collection if needed. Once we've agreed a refund for a faulty item, we pay it within 14 days.

Pre-owned, vintage and ex-demo items carry the same rights. What counts as satisfactory takes into account the item's age, price and the description we gave, so wear or faults we pointed out in the listing aren't covered.

Manufacturer's warranties are on top of these rights, not instead of them.

Proof of purchase

We may ask for proof of purchase, such as your order confirmation or a bank statement. We can only accept returns from the person who bought the item.

Model cancellation form

Copy this into an email to sales@edinburghmusiccentre.com or post it to us. You don't have to use it.

To Edinburgh Music Centre, 563 Lanark Road, Juniper Green, Edinburgh EH14 5DB, sales@edinburghmusiccentre.com:

I hereby give notice that I cancel my contract for the sale of the following goods: …
Ordered on: … / Received on: …
Order number: …
Name: …
Address: …
Signature (only if sent on paper): …
Date: …