RETURNS INFORMATION

The customer has a 14 day cooling off period from the day after the day on which they received the goods. During this period the customer has the right to cancel an order for items purchased from our website.

If you wish to cancel and return your order, please email our Returns department for a returns number (returns@spearsmusic.co.uk), so that our Returns department are aware of your item and can deal with the refund as swiftly as possible.  

Please Note: Cancelled orders must be returned to us within 14 days after giving notice of the cancellation.

If you wish to cancel an order that has already been shipped, you are responsible for the cost of returning the goods to us. This includes refusal of delivery (if you refuse delivery or are not in for 3 delivery attempts and want to cancel, you will be charged as per below). Delivery/collection charges will need to be met by the customer; however, we may be able to offer a collection service, the cost for which will depend on the size and weight of the item/s. We recommend that you use the original packaging where possible and use a tracked method. If you do not have the original packaging, all items must be sent using appropriate packing material to prevent the items getting damaged or scratched. 

Collection charges are as follows

  • Guitar/Digital Drums boxed in appropriate packaging under 20Kg £60
  • Digital Drums/Amps boxed in appropriate packaging 20-40Kg £85
  • PA/Amps boxed in appropriate packaging over 40Kg £100
  • Any other items boxed in appropriate packaging under 20Kg £50

The above charges are for collections from UK mainland postcodes, additional surcharges can apply to collections from postcodes outside UK mainland. Please enquire for more details before committing to your purchase.

When we receive returned goods they will be inspected to ensure all manuals, accessories, free items and any other components are within the returned package and that the customer has taken reasonable care of the goods and also taken reasonable care to ensure the goods are appropriately packaged for safe transportation back to us. With regard to guitars, any protective plastic over the scratch plate should not have been removed. If the goods have missing manuals, accessories, free items or any other components, the company shall charge the customer the cost of the missing items. If we receive goods that have not had reasonable care taken, we may charge the customer a fee equivalent to the reduction in the value of the goods, or reject the return entirely.

A deduction can also be made if the value of goods has been reduced as a result of you handling the goods more than was necessary. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Spears is not able to take responsibility for items that are returned within the specified return period that have been misused or subject to wear and tear cause by use.

With regard to software and digital item sales, the right to cancel and return is lost if the digital content or software is used by the consumer by downloading/installing or registering the data.

Some items are only eligible for cancellation if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered.

These items include:

  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Microphones

We are unable to accept returns of any goods made to consumer specification or that have been personalised. Exceptions may only be possible with our prior agreement and may be subject to a cancellation fee.

Please Note: We may cancel any order placed by a customer prior to the goods being received by the customer if we are no longer able to supply the item, if there has been a significant price change of the item or an an error with regard to the listed price, or if we suspect the transaction may be fraudulent. If an order is cancelled by us, any monies paid by the customer will be refunded in full as soon as possible but no later than 28 days.

If you purchased in one of our stores within 7 days of purchase, we are happy to exchange or give you a refund with a credit note for any item you purchase. Just return the item to our store, unused, in its original undamaged packaging, along with the receipt. We do not give cash refunds in cases of 'change of mind' for goods purchased in-store.

Defective Goods Within the Guarantee Period
All new products carry a minimum 1 year guarantee, with others having up to 10 years guarantee.

If you have an item or items that become faulty within the first 30 days of your ownership, we will collect the item/s from your original delivery address at our expense. Please email returns@spearsmusic.co.uk and enclose your name, order number, and the serial number of your product along with a short video that demonstrates the fault.

If you have an item or items that become faulty after the first 30 days, the customer will be responsible for the collection/delivery costs. However, we may be able to arrange the collection service; costs are dependent on the size/weight of the item/s and may be subject to an additional administration fee.

Costs are as shown below:

  • Guitar/Digital Drums boxed in appropriate packaging under 20Kg £56.85
  • Acoustic Drums/Amps  boxed in appropriate packaging 20-40Kg £80.97
  • Acoustic Drums/PA/Amps boxed in appropriate packaging over 40Kg £105.94
  • Any other items boxed in appropriate packaging under 20Kg £42.76

The above charges are for collections from UK mainland postcodes, additional surcharges can apply to collections from postcodes outside UK mainland.  Please enquire for more details before committing to your purchase.

This warranty excludes items that have become defective due to misuse, accidental damage or any reason other than manufacturing fault. If an item is found to be without fault on its return to Spears Music, then we will return the item to you, but you will be responsible for the re-delivery charge.

Please Note: We are unable to offer a free collection for any superficial damage to the packaging. Some of our products are shipped in the retail packaging, as the manufacturers have certified it for this purpose.

Returns Address
Unit 7, Ribbleton Lane Trading Estate
Crook Street
Preston
PR1 5LS