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GEAR4MUSIC TERMS & CONDITIONS

Updated 28th November, 2025

PRIVACY AND COOKIE POLICY

Our full privacy and cookie policy can be viewed here.


TERMS AND CONDITIONS

DEFINITIONS

  • "Business Customer" refers to an individual purchasing goods wholly or mainly for use in connection with or on behalf of their business, craft or profession, excluding Recognised Educational Establishments.

  • "Consumer" refers to an individual acting for purposes wholly or mainly outside their trade, business, craft or profession. For the purposes of these Terms, Recognised Educational Establishments (including schools, colleges and universities) shall also be treated as Consumers.

  • "Customer" includes both Consumers and Business Customers unless otherwise stated.

  • "Recognised Educational Establishment" refers to any publicly funded or registered institution providing formal education, including but not limited to primary schools, secondary schools, colleges, universities, music hubs, governmental departments and local education authorities.

No statement or condition of sale contained within these terms affects or restricts your statutory rights as defined under the EU Consumer Rights Directive, the Consumer Rights Act 2015, or The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

BUSINESS CUSTOMERS

Business Customers acknowledge that:

  • They are not entitled to rely on the Consumer Rights Act 2015, Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or the Consumer Protection from Unfair Trading Regulations 2008.
  • Only the Sale of Goods Act 1979 (as amended) applies.
  • The right to cancel, return, or receive extended warranty cover is only available at the discretion of the Vendor unless otherwise stated.
 

All orders for goods are processed by Gear4music Limited except in cases where payment is made by credit or debit card which are processed by Gear4Music Europe Limited which is a wholly owned subsidiary of Gear4music Limited (who shall be fulfilling orders received and processed by Gear4music Europe Limited).

 

Gear4music Europe Limited is established in Ireland.

 

All orders are fulfilled subject to the following conditions, which shall form part of and govern the contract of sale. Acceptance of goods by the customer shall be deemed as acceptance of these conditions of sale, unless the customer notifies the vendor in writing within 15 days of receiving this letter or the delivery of goods. Any term sought to be imposed by the customer, whether in a document or otherwise, that conflicts with or adds to these conditions will not be accepted. No agent or representative of the vendor has the authority to vary these conditions.


TERMS OF PAYMENT

For orders placed using a Credit or Debit card, the payment card will be debited once the order is confirmed. The vendor reserves the right to reject payment by credit or debit card. Direct bank transfer is recommended when payment by card is not possible or not accepted. The vendor only accepts purchase orders on 30-day credit terms from recognised educational establishments and government departments. Goods remain the property of the vendor until paid for in full and the vendor reserves the right not to dispatch goods until cleared funds have been received.


SHIPMENT OF ORDERS

The Vendor shall not be bound by a contract of sale until the goods have been received by the customer. As indicated on the product page, delivery dates are provided as an estimate only - the vendor will use its best endeavours to comply with the date named for delivery. Many products are held in stock by the Vendor, but in some cases the date stated is an estimate of the time it will take to order the item from the manufacturer and deliver it to the customer. The Vendor reserves the right to part ship orders but will not charge more than the total advertised delivery price for delivery of the order in full.


GOODS DAMAGED IN TRANSIT

  1. Any goods received by the Customer that have suffered damage in transit must be reported to the Vendor as soon as possible, and at the latest within 14 days of receiving the goods.
  2. The Vendor will collect damaged goods from the Customer and deliver replacement goods as quickly as possible at its own expense.
  3. The Vendor accepts responsibility for the condition of the goods until they are delivered to the Customer, so any damage or breakage en route is in the Vendor’s responsibility, but if something happens after it has been delivered to the Customer, the Customer’s dedicated safe place or the Customer’s nominated neighbour, is the Customer’s responsibility, and the Vendor cannot accept any liability for damages.
  4. The Vendor will not accept any responsibility for goods damaged in transit if the customer reports the damage more than 14 days after receiving the goods.
  5. The Vendor will reimburse reasonable return costs should the Customer be able to provide independent proof that the damage is attributable to the Vendor or its instructed courier.
  6. If despite appropriate and secured packaging, the Customer’s returned goods are damaged during transit from the Customer to the Vendor, the Vendor will take responsibility if the collection and delivery have been arranged and facilitated by the Vendor.
  7. If the Customer has arranged to send the item back to the Vendor at the Customer’s expense, the Vendor accepts no liability and the Customer will need to contact his courier company for any compensation for loss of refund or rely on his chosen transport insurance.

DELIVERY OF THE INCORRECT ITEM

  1. Any goods received by the Customer that the Customer considers as the incorrect delivered goods must be reported to the Vendor as soon as possible, and at the latest within 14 days of receiving the goods.
  2. The Vendor will collect incorrect goods from the Customer and deliver replacement goods as quickly as possible at its own expense.
  3. The Customer has a responsibility to return the incorrect item or any item that has been accidentally delivered to the Customer by the Vendor without order or payment.
  4. If the Customer doesn’t return it, the Vendor will charge the Customer the full cost of the item.

WITHDRAWAL OR CANCELLATION OF ORDERS

The following provisions, including the Vendor’s 30-day Money-Back Guarantee, apply only to Consumers, which include individuals and Recognised Educational Establishments. They do not apply to Business Customers unless expressly agreed in writing.

  1. The Customer has a right to cancel an order for items purchased from the Vendors website or placed over the telephone or by email no later than 30 days after delivery, and 14 days after delivery for secondhand goods. For any cancellation of an order within the Customer’s statutory rights or under the Vendor’s Money-Back Guarantee, the Customer is responsible for returning the goods to the Vendor at the customer’s own expense.
  2. Orders can be cancelled by letter, email or telephone.
  3. Items need to be returned no later than 14 days from the day on which the Customer communicated the cancellation to the Vendor.
  4. There are some restrictions to products that can be cancelled after delivery however as follows:
    • Software, CDs & DVDs that are used, not sealed and/or registered with the manufacturer in the Customer's name;
    • Items that come directly into contact with the nose, ears or mouth, such as in-ear monitors or woodwind reeds, which are normally sold sealed in a shop and cannot be tested for hygiene reasons;
    • Items that have been mixed/installed inseparably with other items after delivery or modified in any way.
  5. The Customer is advised to unwrap their products carefully, keep all packaging safe, examine the goods and if they don’t want the goods, to put them back in the box for safe return.
  6. The Vendor may cancel any order placed by a Customer until the goods are received by the Customer if the vendor is no longer able to supply the item, there has been a significant price change of the item, the Vendor suspects the transaction is fraudulent, or if the Vendor believes the Customer is abusing its returns policy. If an order is cancelled by the Vendor any monies paid by the Customer will be refunded in full within 10 days.

CUSTOMER RETURNS:

The provisions in this section apply only to Consumers, including Recognised Educational Establishments. Business Customers are not entitled to return goods unless the Vendor agrees in writing, or the goods are faulty under the Sale of Goods Act 1979.

    New Products:

  1. Products may be returned for a full refund within 30 days of delivery.
  2. Providing the Customer informs the Vendor within 30 days of delivery to the Customer, the Vendor will refund standard delivery charges.

    Secondhand Products:

  1. Products may be returned for a full refund within 14 days of delivery.
  2. Providing the Customer informs the Vendor within 14 days of delivery to the Customer, the Vendor will refund standard delivery charges.

    All Products:

  1. If the Customer cancels an order in line with their statutory rights or wants to return an item under the Vendor’s Money-Back Guarantee the Customer is responsible for returning the goods to the Vendor. Return courier requests made for cancelled orders will incur a charge, the amount of which depends on the size and weight of the item.
  2. If the Vendor receives goods that have not had reasonable care taken, the Vendor shall reduce the Customer’s refund amount equivalent to the reduction in the value of the goods.
  3. Some items are only eligible for money back guarantee if they are returned to the Vendor unused and sealed in the original packaging, and in the case of software, unregistered. These items include:
    • Software
    • CDs & DVDs
    • In-Ear Headphones and In-ear Monitors
    • Earplugs and Ear Protection
    • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
    • Mouth / Lip Care Products
  4. All returned woodwind and brass instruments incur a £5 sanitization fee if not returned unused and with its hygiene seal intact.
  5. If a Customer is returning a smart or connected device, they are advised to ensure that they disconnect the device from their home or company network and delete or ‘unlink’ their personal accounts e.g. Google, Spotify or Amazon Alexa. If a device has a data storage functionality all private data must be deleted before the item is returned to the Vendor. The Vendor will endeavour to factory reset all such devices, but the Vendor does not guarantee this or accept any liability for any damages caused by third-party misuse.

DEFECTIVE GOODS WITHIN STANDARD WARRANTY:

    New Products:

  1. All products carry a minimum of a 3-year warranty unless otherwise stated.
  2. Any items that become defective due to manufacturing fault within 180 days of purchase, then the Vendor will arrange for the collection and repair of the product.
  3. If the product cannot be repaired within 60 days, then a replacement product will be issued, which will not be older and not be in worse condition than the original product returned by the Customer.
  4. If the item becomes defective within the warranty period, but after 180 days from the date of delivery, then the same conditions as above apply but the Customer will be expected to pay for any reasonable steps to prove the manufacturing fault and for the cost of returning the product to the Vendor.
  5. Products may not be returned to the Vendor for a refund later than 30 days from delivery unless the Vendor is unable to comply with its warranty obligations.

    Nearly New and Ex-Demo Products:

  1. All products carry a minimum of a 1-year warranty unless otherwise stated.
  2. Any items that become defective due to manufacturing fault within 180 days of purchase, then the Vendor will arrange for the collection and repair of the product.
  3. If the product cannot be repaired within 60 days, then a replacement product will be issued, which will not be older and not be in worse condition than the original product returned by the Customer.
  4. If the item becomes defective within the warranty period, but after 180 days from the date of delivery, then the same conditions as above apply but the Customer will be expected to pay for any reasonable steps to prove the manufacturing fault and for the cost of returning the product to the Vendor.
  5. Products may not be returned to the Vendor for a refund later than 30 days from delivery unless the Vendor is unable to comply with its warranty obligations.

    Secondhand Products:

  1. All products carry a minimum of a 1-year warranty unless otherwise stated.
  2. Any items that become defective due to manufacturing fault within 180 days of purchase, then the Vendor will arrange for the collection and repair of the product.
  3. If the product cannot be repaired within the duration of the warranty, then a refund will be issued
  4. Products may not be returned to the Vendor for a refund later than 14 days from delivery unless the Vendor is unable to comply with its warranty obligations.

    All Products:

  1. This warranty excludes items that have become defective due to miss-use, accidental damage or any reason other than manufacturing fault.
  2. If an item is found to be without fault on its return to the Vendor, and is out of the period of 30-day money back guarantee, then the Vendor will return the item to the Customer for a small charge.
  3. The Vendor recommends that the Customer insures their goods.

LIABILITY:

  1. The Vendor is not liable for loss of business or income under any circumstances.
  2. Whilst the Vendor makes every effort to ensure that goods supplied correspond to in every respect with the specification or description provided as the case may be, the Vendor is not responsible for minor variations in specification, and no such minor variation shall be the subject of any claim against the Vendor.
  3. The Vendor will take all reasonable care, in so far as it is in its power to do so, to keep the details of the Customer’s order and payment secure, but in the absence of negligence on the Vendor’s part, the Vendor cannot be held liable for any loss the Customer may suffer if a third party procures unauthorised access to any data the Customer provides when accessing or ordering from the Vendor’s Websites.

Where the Customer is a Business Customer, the Vendor excludes liability to the fullest extent permitted by law, including any indirect or consequential losses, loss of profit, business, contracts, revenue or anticipated savings.


AI Chatbot - Product Assistant

Chatbot Service

We provide an automated chatbot to assist users with general enquiries and customer support. The chatbot is an automated system, and responses are generated without human intervention.

While we aim to provide helpful and accurate information, chatbot responses may not always be accurate, complete, or up to date. Information provided by the chatbot should not be relied upon as professional, legal, medical, or safety advice.

We reserve the right to limit, suspend, or withdraw access to the chatbot at any time, and to direct users to our customer service team where a query requires human review or assistance.

Use of the chatbot is subject to these Terms and our Privacy Policy, which explains how personal data is collected and processed.

AI-Powered Assistant Disclaimer

  1. AI Nature of Responses

    The chatbot is powered by artificial intelligence (AI). All responses are generated automatically by the AI system and are not reviewed by a human before being provided.

  2. Accuracy Limitation

    While the chatbot aims to provide helpful and accurate information, responses may sometimes vary or be incomplete. Users are encouraged to verify important details independently before relying on them.

  3. No Professional Advice

    The chatbot does not provide professional advice, including legal, medical, health, financial, or safety guidance. Users should not rely solely on the chatbot for decisions in these areas. For such matters, please consult a qualified professional.

  4. User Responsibility

    Users remain responsible for any actions taken based on the information provided by the chatbot. The company is not liable for any damages, losses, or other consequences resulting from use of the chatbot or reliance on its responses.

  5. Escalation for Sensitive Cases

    For sensitive issues, including health, safety, or urgent complaints, users should contact the official customer service team directly. The chatbot may provide guidance or links to official channels but will not handle such matters directly.

  6. Acceptance

    By using the chatbot, users acknowledge that they have read and understood this AI-powered assistant disclaimer and agree to the terms outlined above.

Customer Complaints

We strive to deliver excellent customer service at all times. Our website, operations, couriers, and service teams are continuously reviewed to ensure every customer enjoys a positive experience with us. However, we recognise that mistakes can occasionally occur, and when they do, we are committed to resolving them as quickly and effectively as possible.

We are dedicated to resolving complaints efficiently and fairly and using feedback to improve our products and services.

Contact

To make a complaint, including a data protection complaint, you can:

  • Email [email protected] with the subject line ‘Complaint’;
  • Create a new ticket via the ‘Get in Touch’ link on our home page;
  • Call us on 0330 365 4444; or
  • Send a letter to the below address:
FAO: Customer Service
Gear4Music Head Office
Holgate
YO26 4GN

Please ensure you add your contact details and order number so we may respond promptly.

Timelines

We endeavour to resolve complaints swiftly. Complaints will be acknowledged within 3 working days. Ideally, complainants should receive a definitive resolution within 2 weeks. If this is not possible because an investigation has not been fully completed, a progress report will be sent within 2 weeks including an indication of when a full reply will be given.

All complaint information will be passed to the Customer Service Manager or Data Protection Officer within one week and they will record it in the complaints log. The Customer Service Manager is responsible for ensuring any complaints that have not been resolved within a week are assigned an appropriate person to investigate and to take further appropriate action.

Complaints Process

1. Acknowledgement

The acknowledgement should say who is dealing with the complaint and when the person complaining can expect a reply. Your order number is also your complaint reference number for ease of tracking. If your complaint does not refer to a specific order, a new complaint reference number will be assigned.

2. Investigation

An investigation will be completed, and we will endeavour to make an appropriate level of enquiries. This may involve:

  • Reviewing relevant transactions or communications.
  • Consulting involved team members. (If the complaint relates to a specific person, they should be informed and given a fair opportunity to respond.)
  • Assessing evidence provided by the customer.

We will keep you updated on the progress of the investigation if this stage takes longer than 2 weeks.

3. Resolution

The customer will receive a written explanation of the outcome of the investigation. The reply will describe the action taken to investigate the complaint, the conclusions from the investigation, and any action taken or process amendments made because of the complaint.

Where deemed appropriate by the customer service manager, resolutions may include refunds, exchanges, repairs, or apologies.

Escalation

If the complainant feels that the problem has not been satisfactorily resolved, they can request that the complaint is reviewed at Board level. At this stage, the complaint will be passed to a member of the Operational Board.

The board will assess all correspondence, review any investigative reports and discuss the complaint resolution provided. They will ensure that the customer service team followed this policy and that they acted in a fair and supportive manner throughout the handling process and adhered to consumer rights laws. The Board are required to respond to the customer within a week of receiving the escalation.

If still unsatisfied, customers can escalate complaints to an external body, such as:


EXTENDED WARRANTY TERMS AND CONDITIONS:

These terms and conditions shall amend the standard terms and conditions for a specific item in the case that the Customer purchased an extended warranty with that item and shall replace the relevant clauses in the standard terms and conditions. If no different term is given in these terms and conditions, the standard clauses remain applicable.

DEFECTIVE GOODS WITHIN EXTENDED WARRANTY:

  1. If the product becomes defective due to a manufacturing fault within a two-year period, the Vendor will arrange for a free return.
  2. After two years, the Customer is responsible for the cost of returning the item to the Vendor and the cost of delivering the item back to the Customer.
  3. The Vendor will reimburse reasonable return costs should the Customer be able to provide independent proof that the fault is attributable to the Vendor or the manufacturer.

WITHDRAWAL OR CANCELLATION OF ORDERS:

  1. Subject to the warranty exclusions as detailed in this document, products may be returned for a full refund within the number of days stated from delivery.
  2. Instead of the Vendor’s standard 30-day Money Back Guarantee, there is up to 180 days available (the exact number of days is stated on the product page). This is subject to the following:

    For return requests made within 30 days from delivery:
    • The Customer must send the products back to the Vendor, or alternatively the Vendor can arrange collection for a fee depending on the size and weight of the item.
    • Any standard delivery charges applied to the Customer’s order will be refunded.
    • The cost of the Extended Warranty will be refunded.

    For return requests made after 30 days from delivery:
    • If the money-back guarantee is taken up after 30 days from delivery but up to 180 days from delivery, the Customer must send the products back to the Vendor, or alternatively the Vendor can arrange collection for a fee depending on the size and weight of the item.
    • The original order delivery charges will not be refunded.
    • The extended warranty charge the Customer originally paid will not be refundable.

COST OF THE EXTENDED WARRANTY
  1. For Customers in some outlying or remote areas, the price of the Extended Warranty may be marginally higher, due to the potential for higher collection and redelivery transport costs.
  2. The Customer will be able to see this price when they enter their address details during checkout.

CASH BACK TERMS:

If the Customer has not used the warranty after the warranty period, they can write to the Vendor with a copy of the warranty certificate and their original purchase invoice within one month of the expiry date, and the Vendor will send you a cheque for 50% of the original warranty cost.


TRANSFER OF WARRANTY:

  1. If the Customer transfers ownership of the warranted goods, the Vendor must be advised by email of the new owner's details including name, address, email address and telephone number within 30 days of the item being sold.
  2. Failure to do so will invalidate the warranty and no claims may be made by the new owner.
  3. Cashback after the warranty period is not valid when a warranty has been transferred.

LOAN EQUIPMENT:

  1. If products covered within the terms of this warranty are not repaired within 30 days following receipt of goods at Gear4music, then the customer can request a free of charge loan item.
  2. The loan item is not intended as a direct replacement, and may not be the same price or have the same features as the original product, but it shall be of similar functionality. (e.g. if your digital piano breaks, we may lend you any other type of digital piano until your product has been repaired, or until we agree on a replacement model or cashback as detailed within this policy).
  3. Loan items shall remain the property of Gear4music at all times, but must be insured for theft and damage by the customer.

REPLACEMENT PRODUCTS:

  1. If an item cannot be repaired within 60 days, then an equivalent replacement item with similar functionality will be supplied.
  2. Replacement items may not necessarily be new, but will be fully functional and will not be older than the item they replace.
  3. Replacement products will not be more expensive than the product they replace.
  4. Suitability of replacement products shall be discussed with the customer, but the final decision on their suitability shall be made by Gear4music.
  5. Any repair or replacement of a defective product will not renew or prolong this warranty beyond the original expiry date of the warranty.

CASH DISCOUNT:

Within the warranty period, in the event of a successful claim a suitable replacement item cannot be supplied as detailed above, or the proposed replacement product has a significantly differing specification to the original product that is not acceptable to the customer, then a cash refund will be offered after depreciation has been applied based on the following percentage of the original purchase price:

1st year: 100%, 2nd year: 70%, 3rd year: 45%, 4th Year: 30%, 5th Year: 20%, 6th year: 15%.

The extended warranty retail price will not be refunded.

Items that are replaced or have had a cash discount paid will become the property of Gear4music.


CANCELLATION OF POLICY:

The policy can be cancelled at any time and a pro-rata discount will be given based on the amount of time the policy has remaining. The policy may not be cancelled however if a claim has already been made.


WARRANTY EXCLUSIONS:

This warranty is designed to cover manufacturer defect. If the item fails for any reason not due to manufacturer defect, including any of the following reasons then this warranty is not valid:

  • Abuse or mishandling
  • The product is used for something for which it was not designed (misuse)
  • Wear and tear beyond the design intentions of the product
  • Adverse environmental conditions
  • The product has been altered or modified
  • The fault was caused by the use of accessories or supplementary parts that are not specifically certified to work by the product manufacturer
  • An inappropriate power supply or battery has been used
  • Inadequate care and maintenance

OTHER INFORMATION

Under recent legislation, we are obliged to point out that you do not need to purchase an extended warranty at the same time that you purchase your goods. You are entitled to shop around, and we would actively encourage you to do this. This warranty is provided as an additional service to our customers, and we really do think it is worth the small amount of money it costs.

This warranty is an exclusive offer and is operated and financially backed by Gear4music Limited. The Financial Services Compensation scheme does not apply to this warranty and monies are not ring-fenced from Gear4music Limited. This warranty is not an insurance policy, and we suggest you also insure your goods against theft and damage.

On buying a product, you are protected by legislation such as The Consumer Rights Act 2015 (as amended). If the product is not, when sold, of satisfactory quality or fit for purpose, you have a right to claim for repair or replacement for up to 6 years (5 in Scotland). Within the first 6 months, the retailer must prove that the goods you bought met the necessary standards. After the first 6 months, it is up to you to prove that the product was faulty when supplied: this may involve you taking legal proceedings. Further information on consumer rights can be obtained from your local Trading Standards Services. Further guidance with regards to Consumer Protection from Unfair Trading Regulations 2008 can be found here.

The Consumer Rights Act 2015 covers you in very specific circumstances should your equipment go wrong after purchase. Our Extended Warranty provides much more comprehensive cover. This warranty will remove the stress and hassle of making a claim beyond the manufacturer’s standard warranty period.

Accessibility Statement

Gear4music is committed to making our websites accessible to all users, including people with disabilities. We are working toward meeting the accessibility requirements of the European Accessibility Act (EAA), which apply to e‑commerce services.

We aim to ensure that our sites are perceivable, operable, understandable, and robust, and we are continually improving areas such as navigation, keyboard access, alternative text, colour contrast, and assistive‑technology compatibility.

If you experience any accessibility issues or need information in an alternative format, please contact us:

Email: [email protected]

Phone: 0330 365 4444

This statement will be reviewed regularly and updated as we continue to improve our accessibility.

SELLING TO GEAR4MUSIC

In the following contract, the terms “We/Us/Our” are used to refer to Gear4music Limited and “You/Your” to refer to You as the seller, selling an item ("item") to Gear4music Limited.

Second-Hand Product Appraisals

  1. The estimated valuation of Your item will be provided once You have completed the online valuation form. This estimation will be displayed on screen and sent to You via e-mail. We reserve Our right not to issue an estimate if We wish. The estimated valuation is an estimate only (not an offer) and is subject to change if We determine the condition/type/completeness of Your item to be different to that which You described.
  2. If You wish to proceed with selling Your item to Us following the receipt of the estimated valuation You should send Your item to Us see the section on "Transporting Second-Hand Products to Gear4music" below. Your item will be examined and appraised upon receipt in Our warehouse and We have the right to revalue Your item in accordance with paragraphs 3 and 4 below, which will determine a non-negotiable valuation offer.
  3. Where Our valuation equals or exceeds Our initial estimated valuation, We will automatically either pay this sum into Your account or provide You with account credit, as agreed. Please note that once You have selected a payment method, We cannot change this.
  4. Where Our final valuation is less than Our initial estimated valuation We will advise You by email and inform You of the reduced valuation for Your item. The most common reasons for use reducing an estimated valuation are:
    • the item has been misdescribed or is fake;
    • the item is incomplete or does not have all parts required to enable normal operation;
    • the item has not been packaged properly or securely so has been damaged in transit to Us; or
    • the item is broken or is in poor condition or in a condition that was not indicated or apparent at the time of the estimated valuation.
    You have 30 days from the date We send You the reduced valuation offer (We refer to this 30 day period as the "Acceptance Period") to either accept or decline any reduced valuation (if made). This is because We cannot hold items for long periods of time.
  5. If We receive email communication from You within the Acceptance Period that You decline the reduced valuation We will return Your item to You to the address You have already provided at Your cost. You must pay the cost of return at the time You decline the reduced valuation. If We do not receive a response to Our reduced valuation offer within the Acceptance Period or You fail to pay the return charges after You have declined the reduced valuation, Your item may be disposed of as We see fit after 30 days from the date We notify You in writing (a "collection/disposal notification").
  6. Where, after appraisal by Us, a reduced valuation is not made and Your item is deemed/regarded as being unacceptable, We will advise You by email and arrange the return of Your item, at Your cost. Items will be held for 30 days for return charges to be paid. If We do not receive a response to this communication or You fail to pay the return charges, Your item may be disposed of as We see fit after 30 days from the date We notify You in writing via a collection/disposal notification.
  7. You must include all accessories required to enable normal operation of Your item, this includes but is not limited to power supply units, adapters, cables, converters and stands. We will advise You by email where items are incomplete and may either request that such accessories are sent to Us within 30 days, reduce Your estimated valuation to account for missing accessories or decline to purchase Your item(s). Any incomplete items may be returned to You, at Your cost. If We do not receive requested accessories within 30 days of a communication requesting them, Your item may be disposed of as We see fit after 30 days from the date We notify You in writing via a collection/disposal notification.
  8. Where You expressly opt to collect Your item following a collection/disposal notification We will arrange with You a time window and date for collection and provide the collection address. Our responsibility for the item will cease at the point of collection at the agreed collection location. If You do not collect the item at the agreed time, date and location We will advise You by email and arrange the return of Your item at Your cost as set out in paragraph 6 above.
  9. We shall not be responsible or liable for any loss or damage that You may suffer due to Us disposing of or selling Your items under paragraphs 5, 6 and 7 provided We have complied with the procedure noted above and We have not acted negligently in relation to such disposal or sale.

Transporting Second-Hand Products to Gear4music

  1. You must not send Us any items that You do not own, or which are subject to hire purchase or other loan arrangements. Items may be sent to Us either using Our courier service or via any tracked delivery method of Your choice. It is Your responsibility to obtain a receipt from the carrier and retain this for tracking and insurance purposes.
  2. Items sent to Us for valuation remain solely at Your risk until received by Us unless sent using Our courier service. Collection by a carrier does not mean that We have confirmed acceptance of Your item that You have sent. Acceptance of Your item will only be confirmed once We have received Your item.
  3. Items sent to Us using Our courier service shall be at Our risk once received by Our courier. Consignments are insured for a maximum value of £60. If You require additional insurance, You must obtain this Yourself.
  4. Items left at a collection/drop off point which become lost in transit shall not be at Our risk unless You can provide, by post, a signed receipt clearly displaying the name of the person who accepted Your parcel and the time You dropped off the parcel. If You cannot provide a valid receipt from the carrier, You may not be able to claim for any loss or damage to Your item (subject to Our confirmation that We have not received Your item). We shall be entitled to make such investigations as We deem necessary to satisfy ourselves of the validity of any claim for loss or damage to Your item.
  5. You must ensure that You package the items in a secure and proper manner to prevent damage or loss in transit. You should follow Our packaging guidance available on Our website Packaging Guide
  6. In calculating the value of any claim You may make We shall accept no other valuations than Our own for the item that You may be claiming for and under no circumstances do We accept any liability for any other loss, damage or compensation resulting from the use of Our courier services. We will notify You by email of the outcome of Our investigation and, if Your claim is successful, payment up to the value of £60 in accordance with paragraph 4 above, will be made.
  7. Any items received by Us that have suffered damage due to inadequate packaging may be rejected and returned, at Your cost. In such circumstances, We will advise You by email and arrange the return of Your item, at Your cost. Items will be held for 30 days for return charges to be paid. If We do not receive a response to this communication and You fail to pay the return charges, Your item may be disposed of as We see fit after 30 days from the date of Our communication.
  8. Details of how to package Your item correctly can be viewed during the online appraisal process, and supplied via e-mail, once an initial assessment has been made. Guidance on product condition grading is displayed during the trade-in process on Our website.
  9. You are not required to do so, but We recommend that You take and retain photographs of Your item prior to packaging and once they are packaged. This can greatly assist pursuing claims where items are accidentally damaged during transit, or damaged due to insufficient packaging.
  10. Any non-documented items or accessories sent with Your item (whether knowingly or not) will be assumed to be included in the sale unless specified in writing in advance of Our receipt of the item.

Legal

  1. By accepting Our offer and agreeing to sell the specified item(s) to Us in accordance with these terms and conditions and if You do not agree with them You should not send Your item to Us. You warrant that You are the lawful owner of the item, You have a right to sell, and the item is free from any third-party interests or claim. If the item is later found to be stolen or not free from any third-party arrangement interest or claim, We will notify You by email and quarantine the item. You will have 30 days to prove, to Our reasonable satisfaction, that You are the legal owner of the item and that it is free from any third-party interest or claim. We accept no liability or responsiblity for rejecting Your item or not returning Your item to You in these circumstances.
  2. In the event the item is stolen or not free from any third-party interest or claim, We reserve the right to pursue legal remedy (both civil and criminal) against You. You shall indemnify Us against any civil claim for damages where the goods are proven to be either stolen or counterfeit
  3. We will format all storage devices where Our valuation meets Our initial estimated valuation.
  4. You shall be responsible for removing any user content or personal information from Your items before sending them to Us for valuation. You acknowledge that this data will be deleted by Us, where Our valuation is accepted or deemed accepted in one with the process outlined above.
  5. We shall not be responsible or have any liability to You for the loss of any data or content which You fail to delete and that has been removed from any item under paragraph 4 above.

Terms and Conditions for 100-Year Warranty

Gear4music Ltd. warrants that the " Studiospares Pro" cable you purchased will be free from defects in material and workmanship for as long as the original retail purchaser owns it, subject to the terms outlined herein (the "Warranty").

Repair Policy: Gear4music Ltd. is committed to repairing covered products rather than replacing them whenever possible, aiming to minimise environmental impact and reduce waste. However, please note that the time required for repairs may vary depending on factors such as the extent of damage and availability of replacement parts. While we strive to expedite the repair process, we cannot guarantee specific turnaround times.

Exclusions:

Our 100-Year warranty does not cover damages resulting from misuse, neglect, unauthorised modifications, environmental factors such as oxidation or natural disasters, or physical damage caused by improper handling, shipping, or accidents. Please ensure that the product is used and maintained according to the manufacturer's guidelines to avoid voiding the warranty.

Third-Party Purchases:

Products purchased through third-party dealers not affiliated with Gear4music Ltd. or online auction websites are not eligible for our 100-Year warranty. To qualify for warranty coverage, customers must purchase directly from Gear4music.

Customer Responsibility:

It is the customer's responsibility to provide accurate and complete information during the warranty registration process. Gear4music reserves the right to reject warranty claims that are incomplete, inaccurate, or submitted beyond the specified timeframe.

Contacting Customer Service:

For enquiries regarding warranty coverage, repair services, or any other concerns related to your purchase, please contact our customer service team via the live chat on our website at www.gear4music.com/contact-us or call us on 0330 365 4444. Our dedicated support staff is available to assist you promptly and professionally.

Proof of Purchase:

Proof of purchase, in the form of a sales receipt, must be retained as it is necessary for warranty coverage. Failure to provide such proof of purchase will void this Warranty.

Liability Disclaimer:

Gear4music Ltd. assumes no liability for property damage resulting from the failure of its product nor any loss of income, satisfaction, or damages arising from the loss of use of the product due to defects or unavailability during service.By registering for the 100-Year warranty, customers acknowledge and agree to abide by the terms and conditions outlined herein. Gear4music Ltd. reserves the right to modify or update these terms at its discretion. For any enquiries regarding your purchase or warranty, please reach out to us at [email protected], via the live chat on our website at www.gear4music.com/contact-us or call us on 0330 365 4444.

Promotional Offers

Promotions made available through the Gear4music Promo Center are subject to management discretion and may be amended, suspended, or withdrawn at any time without prior notice. Each promotion is time-limited and will expire automatically on the stated end date.

Unless expressly stated otherwise, only one promotion may be applied per order, account, or qualifying transaction.

Gear4music reserves the right to verify eligibility and to refuse, or cancel participation where misuse, fraud, human error, or technical error is suspected. While every effort is made to ensure promotional details are accurate, Gear4music accepts no liability for typographical, pricing, or system errors affecting promotion availability or redemption.

Promotions hold no cash value, are non-transferable, and may not be combined with any other offer, discount, or trade-in incentive unless specifically permitted.

Activation of Bundle & Multi-Buy Promotions

To qualify for Bundle, Multi-Buy, “Buy X Get Y”, free product, or similar offers, all eligible items must be added to the basket and purchased in the same transaction. Promotional pricing will only apply where all qualifying items are present at checkout.

Where a promotion includes a free or discounted item, it must be added to the basket by the customer unless expressly stated otherwise. Promotional items will not be added automatically.

All promotional items must be delivered to the same address in a single shipment. Split baskets, separate transactions, or requests to dispatch items separately are not supported and may result in the promotion being removed or recalculated.

Promotions are available online only unless stated otherwise. Trade-In promotions remain subject to separate terms.

Returns of Items Purchased Via a Promotional Offer

If an item was purchased at a promotional or discounted price, any refund will be issued based on the price actually paid. For products bought as part of a multi-buy or bundled promotion (including, but not limited to, “Buy 1 Get 1 Half Price” or “3 for 2”), the promotional benefits will no longer apply if only part of the qualifying items are returned. In such cases, the refund amount will be recalculated to reflect the adjusted pricing of the remaining items with the promotion removed.

NOTE TO CUSTOMERS

By proceeding with a purchase, Customers acknowledge their classification and the corresponding rights or limitations under these Terms and Conditions. If you are unsure about your classification or rights, please contact our customer service team for clarification before placing your order.