Refund policy

We want you to end up with an instrument you actually want to play. If that is not what happened, here is how to put it right.

This policy covers orders delivered in the United Kingdom and the United States. Nothing in it takes away rights you have by law.

Changing your mind

You have 30 days from the day you receive your order to tell us you want to return it. That is longer than the law requires, and it applies whether you bought online or in the showroom.

To start a return, email sales@tonedistrict.shop with your order number and what you are sending back, or ring +44 7454 755958. We will reply with a return address and instructions. Please do not send anything back before you have heard from us — unannounced parcels are hard to match to orders and slow your refund down.

Once you have told us, you have a further 14 days to get the item back to us.

Condition

The item needs to come back in the condition it arrived in: unmarked, with all case candy, tools, certificates, tags and packaging, and in its original case or gig bag.

You are entitled to handle an instrument as you would in a shop — play it, plug it in, decide. You are not entitled to gig it, modify it or take it apart. If the item comes back worn, damaged, modified or with parts missing, we may reduce your refund to reflect the loss in value, and we will tell you why before we do.

Take the strap off before you box it. Most return damage we see is a strap button pressed into the finish through the case lining.

Who pays return postage

If you are returning because you changed your mind, you pay the return postage. Use a tracked, insured service — an instrument is worth more than the postage saved, and until it reaches us it is your risk.

If you are returning because the item is faulty, wrongly described, or not what you ordered, we pay. We will send you a prepaid label or reimburse the cost of a reasonable service.

Returns from the United States

Return postage on a change-of-mind return from the US is at your cost, and it is not cheap. Two things worth knowing before you post:

• Mark the parcel clearly as returned British goods on the customs declaration, with the original order number. If you do not, the parcel can be charged import duty on the way back into the UK and we will have to deduct that charge from your refund.
• Import duty and taxes you paid in the US are not refundable by us. We refund what you paid us. Anything you paid to US customs or to the carrier is between you and them, though you may be able to claim it back — ask the carrier about a duty drawback.

Faulty, damaged or wrong items

If something arrives damaged, develops a fault, or is not what you ordered, tell us as soon as you reasonably can and send a photo if there is something to see.

We will put it right. Depending on what has happened and what you would prefer, that means a repair, a replacement, or a refund. In the UK, if you tell us within 30 days of delivery that goods are faulty, you have a short-term right to reject them and get your money back.

Transit damage happens. Keep the packaging until it is resolved, because the carrier will usually want to see it.

Warranty repairs

New instruments and equipment carry the manufacturer's warranty. Where a fault falls under a manufacturer warranty we will handle the claim for you rather than sending you off to do it yourself.

A warranty runs alongside your legal rights against us. It does not replace them, and being outside a warranty period does not automatically mean you are out of options.

Things we cannot take back

• Sealed items opened after delivery where returning them is not hygienic — harmonicas, in-ear monitors, mouthpieces and reeds.
• Sealed recorded media and software once the seal is broken.
• Items made or built to your specification, including custom orders and instruments built to your spec.
• Strings, once the packet is open.
• Gift cards.

None of these exclusions apply if the item is faulty or was not as described.

We do not exclude sale items from returns. A discounted instrument comes back on the same terms as a full-price one.

Exchanges

The quickest way to exchange is to return what you have for a refund and place a new order, so you are not waiting on two processes to line up.

If you would rather exchange directly, tell us and we will arrange it. If the new item costs more we will take the difference; if it costs less we will refund it.

Cancelling before dispatch

If your order has not shipped yet, ring us and we will usually be able to stop it. Once a parcel is with the courier it has to run its course and come back as a return.

Refunds

Once we have the item and have checked it, we will refund you within 14 days.

Refunds go to the original payment method. Card refunds usually appear within three to five working days after we process them, though your bank sets that timing, not us. Finance and instalment refunds go to the provider, who then adjusts your agreement — see the finance page for what that means for your payment schedule.

We refund the price you paid and, on a full change-of-mind return, the standard delivery cost you paid for getting it to you. Where delivery was free, there is nothing to refund on that line.

If a refund has not arrived a week after we told you it was processed, contact us before you contact your bank. It is almost always faster.

Your legal rights

United Kingdom. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have at least 14 days to cancel a distance purchase. Our 30-day window is in addition to those rights, not instead of them.

United States. Consumer protection is set at state level and your rights vary by where you live. This policy applies to your order in full, and nothing in it limits any right your state gives you.

Complaints

If you are not happy with how we have handled a return, say so — sales@tonedistrict.shop, marked for the attention of the owner. We will acknowledge within 5 working days and aim to resolve within 21. The full procedure is on the contact information page.

UK customers who remain unhappy can raise the matter with Citizens Advice, which is the route into Trading Standards.

Contact

Tone District 20 Victoria Springs, Holmfirth, West Yorkshire HD9 2NB, United Kingdom sales@tonedistrict.shop · +44 7454 755958 Mon – Sat 10:00 – 17:00

Returns go to the Holmfirth address above, and only after you have contacted us. Do not send returns to our registered office in Bristol — it is an administrative address, nothing is received there, and a parcel sent there is not a return we can process.

Tone District is a trading name of TONEDISTRIC LTD, registered in England and Wales, company number 08208277, registered office GF2, 5 High Street, Westbury on Trym, Bristol BS9 3BY.