Our Returns Policy
At Musicroom.com we want you to be pleased with your purchase every time you shop with us. Occasionally though, we know you may want to return items, so below is our returns policy.
For Books and Sheet Music (excluding Personalised Books):
If for any reason you are displeased with your purchase, you can return it to us in its original condition, within 30 days, and we will send you a full refund for the price you paid for the item.
For Personalised Books:
We are unable to accept returns for Personalised Books unless the item is faulty. This is because each book is specially printed to order. Please ensure that all images used in personalising your book meet the minimum requirements, and that you use the Preview feature to check the arrangements of songs within your book.
For all other items:
We accept the return of all other items only if they are unopened and in their original condition. If you return goods, as detailed below, within 30 days, we will send you a full refund for the price you paid for the item.
You can always return items if they are defective. Please note: we only accept returns of items that have been opened if they are defective. Please see "To return an item" below for details of how to return defective items to us.
Delivery charges for defective items:
If you are returning an item because of an error on our part or because it is defective, we will refund the delivery charges incurred in sending the item to you and your costs in returning it to us. Otherwise you will be responsible for those charges.
To return an item by post:
To return an item, please use our Contact Form or contact our Sales Operators by e-mail at firstname.lastname@example.org or by telephoning or faxing the numbers set out below quoting your reference number. You will be provided with a Returns Number which you must include when sending back your order. This Returns Number is a requirement for all returned orders - without it we cannot provide a refund! Enclose a note giving the reason for the return, wrap the package securely and send the package to the address below. In the case of a defective product, please provide a full description of the fault and return the defective item in its original box (if any), with all warranty cards, licences, manuals and accessories. Then send the package to the address at the bottom of this page.
To return an item in person:
You can return or exchange items in person at any of our high street stores. Be sure to bring the Dispatch Note that was included with your order to receive a full refund. To find your nearest store, please use the Store Locator.
This returns policy does not affect your statutory rights.
Cancelling an item:
Under the United Kingdom's Consumer Protection (Distance Selling) Regulations 2000, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. This applies to all our printed products, with the exception of Personalised Books which are printed specially to order. We also regret that we cannot accept cancellations of contracts for the purchase of video, DVD, audio, video games and software products where the item has been unsealed or in respect of digitally downloaded items.
To cancel this contract, please fill out the back of the delivery slip that accompanies your items, giving the reason for the return as "Contract Cancellation" and send it to us within 7 working days of delivery. You should then return the relevant item within a reasonable time quoting your name and the order number which appears on the delivery slip. Please package the relevant item securely and send it to us at the following address.
The return address is:
Bury St Edmunds
Non-UK residents: +44 (0) 1284 725725
UK residents : 01284 725725
Non-UK residents: +44 (0) 1284 702592
UK residents : 01284 702592
For your protection, we recommend that you use a recorded-delivery service.
Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error or the item is faulty.
If we do not receive the item back from you within a reasonable time, we may arrange for collection of the item from your residence at your cost.
As soon as we receive notice of your cancellation of this order, we will refund within 30 days of cancellation the purchase price for that item (including any costs of outward carriage we may have charged you) less, if relevant, any part of the costs of returning the items to us not paid by you or the cost of collection incurred by us.
Full Terms and Conditions