Refund Policy UK

Henry’s Music UK – Return & Refund Policy  

This Return & Refund Policy applies to all consumer purchases made on henrysmusic.co.uk. It forms part of our Terms and Conditions. 

Our UK VAT number: GB486719438 

 

1. 30-Day Right to Cancel (Cooling-Off Period) 

You may cancel your online order within 30 days after the day you receive the goods, without giving any reason. This includes our voluntary extension of the statutory 14-day period. 

How to cancel your order 

You may cancel by: 

  • submitting a request through the Shopify returns portal, or 

  • emailing us at customers@henrysmusic.com, or 

  • sending any other clear statement of your decision to cancel. 

Returning items after cancellation 

Items must be sent back within 30 days after you submit the cancellation request. 

If you cancel within the cooling-off period, we will refund: 

  • the product price, and 

  • the cost of standard delivery (if charged). 

We may deduct an amount for loss in value caused by handling beyond what is necessary to determine the goods’ nature, characteristics and functioning.

 

2. Items Excluded From Return (Unless Faulty) 

You cannot return the following items unless they are faulty: 

  • custom-built or personalised instruments (including customised guitars) 

  • digital content once download or access has begun 

  • goods sealed for health or hygiene reasons once unsealed (e.g., strings, reeds, mouthpieces, earphones, in-ear monitors, earplugs, drumheads, other consumables) 

 

3. Standard Returns (Non-Faulty Goods) 

You may return non-faulty goods within 30 days. 

Goods may be handled to inspect their nature and functioning. However, we may deduct a reasonable amount for loss in value caused by use beyond inspection (e.g., signs of wear, missing accessories, damaged or missing packaging). 

Return shipping for non-faulty goods 

You may choose between: 

  1. Our return label (on request): 
    A fee of GBP 35 will be deducted from your refund. 

  1. Your own shipping: 
    You may organise and pay for return shipping yourself. 
    No deduction applies if you choose this option. 

All returns should be initiated using the Shopify returns portal, although formal cancellation may also be sent by email.

 

4. Faulty or Defective Goods 

If a product is faulty within 30 days of delivery, you may choose: 

  • a repair, 

  • a replacement, or 

  • a full refund. 

After 30 days, your rights under the Consumer Rights Act 2015 apply. 

Faulty returns are free of charge. We may request photos or videos to assess the issue before approving the return.

 

5. Return Process (Shopify Portal) 

To start a return: 

  1. Log in to your customer account or open the link in your order email. 

  1. Select the item(s) you want to return. 

  1. Choose the reason for return. 

  1. Submit the request. 

Once approved, you will receive a return label (optional, fee applies for non-faulty goods) or instructions for shipping the goods. 

Returns sent without approval may not be accepted.

 

6. Condition of Returned Items 

We may reduce your refund if the returned goods: 

  • show signs of use beyond simple inspection, 

  • are damaged, 

  • are missing parts or accessories, or 

  • have reduced value due to improper handling. 

Custom or personalised guitars can be returned only if faulty.

 

7. Refunds 

Refunds are issued to the original payment method. 

Refunds are processed within 14 days after: 

  • we receive the returned goods, or 

  • you provide acceptable proof of sending the goods back. 

We do not refund: 

  • the cost of express or upgraded delivery services, 

  • the GBP 35 return-label fee for non-faulty returns. 

(No customs or import charges apply for UK customers.)

 

8. Exchanges 

We do not offer direct exchanges. 
To replace a product, return it for a refund and place a new order.

 

9. Contact 

For any questions about returns or refunds, please contact: 
customers@henrysmusic.com