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Returns and Refunds

Returns and Refunds

For online purchases, your rights to return goods are protected under the Distance Selling Directive. In-store purchases are protected by The Consumer Rights Act 2015.

If you are not fully satisfied with your purchase, please return it within 14 days using an insured delivery method with all packaging intact and it in its original condition, and we’ll gladly exchange it, offer you a different product of equal value, or give you a full refund (please note that ex-demo equipment and second-hand equipment is not covered by this policy).

Before returning any equipment, it is obligatory that you contact our Customer Service team for a returns number. Items returned without a valid returns number will be rejected. Refunds are made within 30 days. Please note that in exceptional circumstances we can arrange the collection and return of goods. However any additional costs must be paid for by the customer. Please note if you’re returning a product it needs to be sent in its original packaging or a suitable alternative, as any damage in transit caused by unsuitable or insufficient packaging will result in the return being rejected or a restocking fee based on the severity of the damage and value of the item.

If the item you purchased is faulty please contact us within 30 days and we will arrange its return to us at our expense.  You may request a replacement or a full refund.
If you are returning goods because they have been damaged in transit we ask that you inform us as soon as possible. This is so that we can make a prompt claim against the delivery company and correct the problem as swiftly as possible.

For Health and Safety reasons certain products cannot be returned. Items such as microphones, headphones, earplugs, harmonicas, and brass and woodwind mouthpieces. If you have purchased any of these products and believe it to be faulty then please contact our Returns Department and they will assist you.  Our returns department can be contacted on 0141 332 8676 or hello@biggars.co.uk