Returns

 

Goods Received but No Longer Required

Normans offers a 14 day return period for any items ordered that are no longer required/have been ordered in error. 

You must notify us via email to support@normans.co.uk of your intention to return within 14 days from receipt of your goods (not the invoice date).  The goods must be in an as new condition and returned, at your cost, with the original packaging. We advise sending via a tracked secure carrier to ensure you have proof that your parcel has reached us safely. 

To return your item(s), please download and print off our Goods Return Sheet which must be included when the goods are returned to us.  Please make sure all areas on the form are filled in so that we can process the return and refund/replace as quickly as possible.

Your goods must be returned to:

Returns Department
Normans Musical Instruments
Third Avenue
Centrum 100
Burton-upon-Trent
Staffordshire
DE14 2WD

Please note:

Special order/Bespoke items cannot be returned for a credit/refund or exchange.

We will not be responsible for any damage incurred to the goods on their way back to us, please ensure the goods are packaged appropriately.

A stocking in fee may be applied when goods are not returned back to us in their original, unused condition.

Any original delivery charges will not be refunded. 

Goods Damaged in Transit

All goods must be inspected on receipt and any damage reported to us within 48 hours.

Please email our Customer Support Team on support@normans.co.uk to report any damage and they will advise what action is required. 

We will normally arrange collection of the damaged items so please print off our Goods Return Sheet and include in your return parcel.  

Any goods that are reported transit damaged after the initial 48 hours will need to be returned back to us for assessment before a replacement is offered.

 

Faulty Goods/Claims Under Warranty

If you believe your instrument to have a fault/manufacturer defect, please report the issue to our support team via email at support@normans.co.uk. 

Provide as much detail as possible to help them ascertain the best solution, they will then advise you on the next step. This may vary depending on a number of factors including value/size/age of faulty product.
 
Rest assured that our team will endeavour to resolve your issue with the least possible inconvenience.

If you are local to our store and wish to bring the faulty item in personally then please contact a member of our support team before visiting. Depending on the nature of the problem, they may be able to arrange to have it repaired/replaced whilst you wait.  

However, our sales team are unable to process returns/exchanges without prior authorisation from support. Therefore, if you visit without having contacted them you may have to leave the faulty item in store and wait for a member of their team to contact you when they are next available.

The majority of problems can be sorted quickly/easily providing you notify support of your intention to visit and the nature of the issue in advance.  

 

 

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