Returns Policy

This Returns Policy explains how returns, cancellations and refunds are handled when you purchase Goods from Headstock Music. It should be read alongside our Terms & Conditions of Sale, which apply to all purchases.

Nothing in this policy affects your statutory rights under UK consumer law.

1. Change of mind returns (distance selling)

1.1 Your right to cancel

If you purchase Goods from us online or by telephone, you have the legal right to cancel your order within 14 days of receiving the Goods, without giving a reason.

1.2 How to notify us of cancellation

To exercise your right to cancel, you must notify us within the 14-day cancellation period. This can be done by submitting a return request using our online returns form available via our website.

If you placed your order by telephone, you may contact our customer service team by email or phone to request a cancellation or return.

Email: customerservice@headstockmusic.com

Telephone: 0121 508 6699

Any clear statement of your decision to cancel is sufficient

2. Return authorisation (RA) process

2.1 Requesting a return

All returns must be requested using our online returns form, which is available on our website and managed by our customer service team.

When submitting a return request, you may be asked to provide:

• your order number.
• the item(s) you wish to return.
• the reason for the return; and
• where applicable, supporting information such as photographs or a description of a fault.

2.2 Telesales Orders

If you placed your order by telephone, you may contact our customer service team by telephone or email to request a cancellation or return.

Email: customerservice@headstockmusic.com

Telephone: 0121 508 6699

Telesales customers are not required to use our website or an online account to exercise their right to cancel. Returns requested by telephone are processed in the same way and subject to the same timescales and conditions as returns for online orders.

2.3 Customer service response and RA number

Once a return request has been submitted, our customer service team will review the information provided.

We aim to respond within two (2) working days to:

• acknowledge your request.
• request any additional information where required; and
• where appropriate, issue a Return Authorisation (RA) number along with return instructions.

2.4 Requirement for an RA number

Goods must not be returned to us without an issued RA number unless we have expressly agreed otherwise.

Returns received without a valid RA number may be delayed, refused, or returned to the sender.

Issuing an RA number does not constitute acceptance of the return or confirmation of a refund. All returns are subject to inspection once received.

3. Returning goods after cancellation

3.1 Return timeframe

Once an RA number has been issued, Goods must be returned to us within 14 days of the date you notified us of cancellation, unless otherwise agreed.

3.2 Condition of returned Goods

We advise that you unwrap products with reasonable care, retain all original packaging, and inspect the Goods only to the extent necessary to establish their nature, characteristics and functioning.

Where Goods are returned, they must be returned in their original condition, with all original packaging included where reasonably possible.

You may handle Goods as you would in a retail environment. If Goods are handled beyond this, we may reduce your refund to reflect any reduction in value.

3.3 Return costs

Once your return has been approved, we will provide you with a prepaid return shipping label to return the Goods to us.

For change-of-mind returns, you are responsible for the cost of returning the Goods. A £9.99 return freight charge will therefore be deducted from your refund when you use the prepaid return label provided by us.

If Goods are returned because they are faulty, damaged or incorrect, we will cover the cost of the return and no return freight charge will be deducted.

Goods returned as faulty will be inspected and tested as part of our quality control (QC) process. If, following inspection and testing, no fault is found and the Goods are confirmed to be in full working order, the return may be treated as a change-of-mind return and the £9.99 return freight charge will be deducted from your refund.

The return freight charge relates only to the cost of returning the Goods and is separate from any refund of the original delivery charge that you may be entitled to.

4. Refunds for change of mind returns

If you cancel your order in accordance with this policy, we will refund:

• the price paid for the Goods; and
• the cost of standard delivery (if paid).

We do not refund any additional charge for express or upgraded delivery options.

Refunds will be made within 14 days of receiving the returned Goods or evidence that they have been returned, whichever is earlier. Refunds will be issued using the original payment method.

5. Items that cannot be returned for change of mind

Change-of-mind returns are not accepted for the following items, where permitted by law:

• digital content or downloads once access has begun with your consent.
• sealed hygiene items once unsealed (e.g. Headphones). 
• personalised, custom-made or special-order items.
• gift cards or vouchers.

These exclusions do not apply to faulty Goods.

6. Faulty, damaged or incorrect goods

Your rights under the Consumer Rights Act 2015 apply.

If Goods are faulty, damaged, not as described, or incorrect, please submit a return request via our online returns form as soon as reasonably possible so we can resolve the issue.

Depending on the circumstances, you may be entitled to:

• a repair or replacement.
• a full or partial refund; or
• rejection of the Goods within 30 days for a full refund.

Where Goods are faulty or incorrect, we will cover reasonable return or collection costs.

7. Ex-demo and B-stock items

Ex-demo or B-stock items may show signs of handling or cosmetic marking, which will be reflected in their description and price. This does not affect your statutory rights in relation to faults or misdescription.

8. Inspection of returned goods

All returned Goods are inspected on receipt.

If returned Goods are found to be used beyond what is necessary to establish their nature, characteristics and functioning, or are not returned in their original condition, we may make a reasonable deduction from your refund to reflect any loss in value.

9. Proof of purchase

We may request reasonable proof of purchase when processing a return or refund. This may include an order confirmation email or receipt.

10. Contact us

If you have any questions about returns, refunds or the RA process, please contact us using the details provided in our Terms & Conditions of Sale.