Returns & refunds

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel an online order within 14 days of receiving it. We voluntarily extend this window to 30 days for all UK customers.

To start a return, email support@northgatemusic.shop with your order reference. We will send a free pre-paid return label within one working day.

Items must be returned unused and in a resalable condition, with all original packaging, cases, accessories, manuals and protective materials. You may inspect and play an instrument as you would in a shop; if the item is returned with more than that level of handling, we may reduce the refund to reflect the loss in value.

For hygiene reasons, mouthpieces, reeds, earphones, harmonicas and opened strings cannot be returned unless faulty.

Refunds are issued to the original payment method within 5 working days of the returned item arriving at our workshop, and always within 14 days. Original standard delivery charges are refunded in full when the whole order is cancelled; express upgrade charges are not refundable.

If an instrument develops a fault within 30 days you are entitled to a full refund. Between 30 days and 6 months we will repair or replace it; after that our 2-year warranty applies. We cover carriage both ways for all faulty items.

We are happy to exchange for a different size, colour or model. Return the original item using the free label and place a new order; the refund is processed as soon as the return is received.

Northgate Music Co. Returns, Unit 7, Northgate Works, 42 Bury New Road, Manchester M8 8EL, United Kingdom. Please do not send items back without contacting us first.