RETURN OF GOODS

Goods Damaged in Transit

Please call or e-mail us to request a returns number. We will then collect and refund or replace as you wish.All our deliveries are fully insured however if there is visible damage to your package, you must sign and an note the couriers paperwork with a brief explanation of the damage discovered and inform customerservices@total-music.com immediately.

Returning Goods Faulty within 28 days

Faulty items are rare as we endeavour to check all items prior to despatch. However, if an item we sell you is faulty, you are legally entitled to a full refund providing you report it to us within 28 days of receipt. Return the item to us intact with all packaging, manuals, accessories and free gifts offered with the product by calling or e-mailing us.Faulty items returned outside of 28 days will be subject to manufacturer's warranty arrangements, which may entail a repair being performed.

Please note that any attempt by you or any third party to alter or repair your faulty product may invalidate your warranty and any costs arrising from such work will not be refunded.

You may be required to contact the manufacturer directly in order to confirm there is a physical fault. This in no way affects your statutory rights and is to speed up the faulty items return process.

Returning Goods for Warranty Repair Outside 28 days

A warranty repair is offered for most faulty goods purchased for which you have had for more than 28 days.

When Total Music accepts the return of an item for repair, we will confirm the fault and send the goods back to the relevant manufacturer or distributor. Due to the logistics involved, it may take up to 4 weeks for an item to be received by Total Music, repaired and returned back to you. Our online returns system should be used to request and arrange a return.Please note that any attempt by you or any third party to alter or repair your faulty product may invalidate your warranty and any costs arrising from such work will not be refunded.

We may ask you to talk directly to the manufacturer to speed up the repair process, but remember for warranty repair work we rely on the manufacturer and only act principally as a courier, however be assured we will do everything reasonably possible to speed up the process and keep you informed.

Incorrect goods received

If you have received an incorrect product then we will arrange for return and refund or replacement. Call or E-mail Total Music to request a returns number and replacement or refund.

Missing items from the orders

An order may be shipped in multiple boxes and each box will have its own consignment number and packing slip. Each consignment has a number. For example, an order for two amplifiers will may come in two boxes with one consignment number and one document pouch which will have your purchase invoice and proof of payment enclosed.

If items are physically missing from a box then please check for signs of packaging damage or tampering. Also remember that physically small items can sometimes be hidden within the internal packing.

If some parts are missing, then our normal procedure is to collect and refund the item.
However, if it is a small item, it would be better to send you the missing part, please email customerservice@total-music.com with the details of the missing item. Anything delivered with an item missing is eligible for full return at our expense within 28 days of purchase.

Distance Selling Regulations for Returns

The Consumer Protection (Distance Selling) Regulations 2000 (SI 2334/2000),
You have a 'cooling off' period, i.e. a right to cancel your order after receipt of goods.
This is nothing to do with the Sale of Goods Act which deals with faulty products. If your purchase is faulty, we will deal with this under our normal returns procedure.
These regulations only apply to purchases by consumers and not business purchases.

If you have received goods and have simply changed your mind about purchasing them, you may return the goods to us for a full credit, without restocking fee, subject to the following conditions:

• The item(s) is in stock condition i.e. as delivered with no seals broken.
• Consumables cannot be returned unless they are completely unopened.
• You inform us of your desire to cancel within seven working days of receipt of the item(s).
• The goods are not made to the consumer's specification or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
• The goods are not software which are unsealed.
• The goods are returned within 30 days of receipt, and are in a re-saleable condition and in the original packaging
• You pay the return freight charges, either using our collection system or by using a method of your own choosing.

The Distance Selling Regulations were introduced to give mail order/on-line customers the same rights they would have if they had purchased from a shop, over the counter. This does not mean that this can be interpreted as a 'trial purchase' scheme. It should also be noted that consumers have to exercise a duty of care towards the products as no financial penalty should be incurred by a reseller accepting goods for return under this legislation.

Should you have any further questions please email customerservices@total-music.com with the details.