All new products purchased from Martin Phelps Music are covered by a minimum 12 month return to base (RTB) warranty, unless otherwise stated on your receipt. Cabinet style digital pianos are covered by the manufacturer’s own on-site warranty. The applicable warranty period appears directly below the item on your receipt. Return to base means that the goods must be returned to us under the terms of the warranty. We do not pay for transport of “RTB” items to our premises for repair. We can collect your items - see collection charges below.
If there's a fault with the product...
If at any time within this warranty period, the equipment fails, in the first instance call us on 020 8680 9747 whereby we will try and help you rectify the fault over the telephone.
If your item fails within 30 days of receipt, and is not due to misuse or other reason excluded from the normal warranty, we'll give you a replacement or, if that's not possible, a refund.
After the 30 day period, we will arrange a suitable repair of the item or, if that's not possible, give you a replacement, or if that's not possible, a refund.
On-site warranties only apply to larger digital pianos. It is the buyer's responsibility to return all other items to our store for repair. We charge for collection of faulty items. Charges vary depending upon location and size/weight of the product being collected.
Consumables such as (but not limited to) guitar strings and reeds are not covered by the warranty. Accidental damage or misuse of the item are not covered by the warranty.
If You Made The Purchase by ‘phone or online…
All home order returns must be authorised in advance by calling 020 8680 9747. If we decide that your item needs to be returned to us, we will issue you with an authorization to return. Any relevant return information which we issue you with must be displayed clearly on the outside of any returns sent to us.
We charge for collection of items which appear to have a fault - but this charge will be refunded to you once we receive the item and have confirmed that a fault exists.
If You Change Your Mind...
Goods Purchased In-Store
Within 14 days of purchase we are happy to exchange or give you a refund with vouchers for any item you purchase. Just return the item to our store, unused, in its original undamaged packaging, along with the receipt and we'll be happy to exchange the item for something more suitable, or give you a refund in Martin Phelps Music vouchers. We do not give cash refunds in cases of 'change of mind' for goods purchased in-store.
Goods Purchased by ‘Phone or Online
Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input any data on them. Whilst the goods are in your possession you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept return of goods that have been damaged or mis-handled whilst in your care
There are three ways to refund/cancel your purchase:
• You can return the product to our store with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
• You can cancel your order via the Contact Us facility on the Customer Services page
• By phoning us on 020 8680 9747 with your order reference number and delivery details to hand
Once we have received the goods back from you, and after inspection of their condition, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds take 7-10 working days to be credited to your payment card.
We cannot refund/cancel your purchase if:
• The goods have been damaged whilst in your care.
• You return your product to our store without proof of purchase
• The seal has been broken on any included DVDs, CDs, memory cards or software
• The goods were a special order to your specification
In All Cases....
We do not accept returns of software, music books, CD's, DVD's, or consumables, unless found to be faulty in which case a replacement product of the same title will be supplied.
We also do not accept returns of goods which have been made to your specifications or have been personalised. We may also refuse to accept the return of any item which has been mis-used.
Our warranty, returns & refunds policies do not affect your statutory rights.
If you need your product to be collected from a UK mainlaind address because you have changed your mind, or if it requires attention under a return-to-base (RTB) warranty, the following charges will apply:
Note: We do not collect items that are not in their original box and packaging, except for digital pianos. It is up to you to ensure your item is packaged safely for transportation and we do not accept liability for goods damaged in transit due to being incorrectly packed before collection by our courier/driver
Typical Return Carriage Costs:
Keyboard - boxed in original packaging £57.60
Digital Piano (cabinet style; boxed in original packaging) £180
Digital Piano (cabinet style; un-boxed) £100 plus 45 pence per mile round-trip from postcode CR0 1BE to collection address and back
All other items boxed in original packaging £43.20