Returns & Refunds

You can purchase from Gear4music with complete confidence and peace of mind. As standard we provide a 30 day money back guarantee which can be extended up to 90 days for a small charge.

This is in addition to our product warranties, which provide protection against product fault or defect for between one and five years.

Our money back guarantee is in addition to your statutory rights, and is different to many other retailers’ offering, because we offer a free of charge way to return the item to us providing you tell us within seven days.

If you want to send something back under our money back guarantee scheme, please check the product is:

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Return-for-Refund timescales

UK & Europe EU Standard Gear4music Standard Gear4music Optional
Refund eligibility period 15 days 30 days up to 90 days
Standard delivery charges refunded? Yes Yes Return within 30 days
Free collection No Return within 7 days Return within 14 days

Some items are only eligible for money back guarantee if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered. These items include:

  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
  • Mouth / Lip Care Products

If you wish to return a product for any reason within the above timescales, then please call our customer services team on 0330 365 4444 to make arrangements.

Returning products within our 30 Day Money Back Guarantee

If you decide an item is not suitable within 30 days of delivery, you can return it back to us for a replacement or refund including any standard or super-saver delivery charges that were applied to your order.


Providing you let us know within seven days of delivery to you, we will collect the item free of charge:

For items under 20 kg (e.g. electric guitars, violins, MIDI keyboards etc…):
We can collect your item from a DPD Pickup Shop – search for your most convenient pickup location here. Alternatively, we can also collect from an address you specify for a 5.00 pounds collection charge.

For items over 20 kg (e.g. drum kits, double basses etc…):
We can collect your item from an address you specify.


Collection requests made after seven days will incur a collection charge, the amount of which depends on the size and weight of the item.


Extended money back guarantee – up to 90 days

Many products have optional additional protection available as part of our Extended Warranty package. This includes an extended money back guarantee period. Instead of our standard 30 day Money Back Guarantee, there is up to 90 days available (the exact amount of days is stated on the product page). This is subject to the following:


For return requests made within 14 days from delivery:
We will collect the goods free of charge, and any standard delivery charges applied to your order will be refunded.

For items under 20 kg (e.g. electric guitars, violins, MIDI keyboards etc…):
We can collect your item from a DPD Pickup Shop – search for your most convenient pickup location here. Alternatively, we can also collect from an address you specify for a 5.00 pounds collection charge.

For items over 20 kg (e.g. drum kits, double basses etc…):
We can collect your item from an address you specify. Delivery charge refunds and free collections exclude delivery upgrade options including Saturday and timed services.


For return requests made after 14 days from delivery:
If the money back guarantee is taken up after 14 days from delivery (but within 90 days from delivery), you must send the products back to us, or alternatively we can arrange collection for a fee depending on the size and weight of the item. The original order delivery charges will be refunded, providing it is within 30 days from delivery. The extended warranty charge you originally paid will not be refundable.


Packaging of goods to be returned

Please keep hold of all the original packaging until you are sure you want to keep the goods, as an additional charge will be made if you wish to return items without the original packaging after seven days from delivery.

If you do not have all of the original packaging but wish to return goods within the money back guarantee period, all items must be placed in a sturdy cardboard box with appropriate packaging material to protect and stop the item moving around in order to prevent the item getting scratched or damaged. Gear4music cannot accept responsibility for any item that is damaged due to insufficient packaging, and your return and refund may be refused if the item is not packaged correctly.

This extended guarantee scheme excludes goods that are damaged in transit – please see below.


Goods damaged in transit

In the unlikely event that your goods are damaged during transit to you please inform us as soon as possible, and at the latest within 7 days of receipt and we will quickly replace the item or offer you a refund. Of course we will also collect the damaged product from you free of charge.


Faulty Items

Standard Warranty:

If goods become defective within the first six months of your ownership, we will collect the goods and deliver them back to you free of charge.

If you have an item that becomes faulty within the first 30 days of your ownership we will collect the items from an address you specify.

If you have an item that becomes faulty after the first 30 days but within the first six months of your ownership:

For items under 20 kg (e.g. electric guitars, violins, MIDI keyboards etc…):
We can collect your item from a DPD Pickup Shop – search for your most convenient pickup location here. Alternatively, we can also collect from an address you specify for a 5.00 pounds collection charge.

For items over 20 kg (e.g. drum kits, double basses etc…):
We can collect your item from an address you specify.

After six months of ownership we will make a charge to cover our costs of collecting and returning the goods back to you. This applies to both UK and international orders.


UK Extended Warranties:

If goods become defective within the first two years of your ownership we will collect the goods and deliver them back to you free of charge.

If you have an item that becomes faulty within the first 60 days of your ownership we will collect the items from an address you specify.

If you have an item that becomes faulty after the first 60 days but within the first six months of your ownership:

For items under 20 kg (e.g. electric guitars, violins, MIDI keyboards etc…):
We can collect your item from a DPD Pickup Shop – search for your most convenient pickup location here. Alternatively, we can also collect from an address you specify for a 5.00 pounds collection charge.

For items over 20 kg (e.g. drum kits, double basses etc…):
We can collect your item from an address you specify.

After two years of ownership we will make a small charge to cover our direct costs of collecting and returning the goods back to you.



International Extended Warranties:
For orders delivered outside of the UK, the extended warranty terms may vary depending on the country between one and two years, and this will be clearly stated. If goods become defective within the first one or two years of your ownership we will collect the goods and deliver them back to you free of charge. After one or two years of ownership we will make a small charge to cover our direct costs of collecting and returning the goods back to you.

Outlying Areas

For customers in some outlying areas of the UK (e.g. Isle of Man), the price of the Extended Warranty may be marginally higher, due to the potential for higher collection and re-delivery transport costs. You will be able to see this price when you enter your address details during checkout.



Some items are subject to further conditions

Some items are only eligible for money back guarantee if they are returned to us unused and sealed in the original packaging, and in the case of software, unregistered. These items include:

  • Software
  • CDs & DVDs
  • Headphones and In-ear Monitors
  • Earplugs and Ear Protection
  • Mouthpieces, Reeds etc… for Woodwind and Brass instruments
  • Mouth / Lip Care Products

We are unable to accept returns of any custom made items designed to work together as a unique package, such as computer system built to a customer’s personal specifications. Exceptions may only be possible with prior agreement of the vendor, and may be subject to a cancellation fee.

What we do when goods are returned

When we receive returned goods they will be inspected within five working days to ensure you have taken reasonable care of them during your possession, and everything that we originally sent to you has been returned.

Please note that re-stocking charges may be applied if goods are not received in new condition and with appropriate packaging. You can view our full terms and conditions here.

If you have requested a refund, this will be processed with 10 working days of receiving your goods.

If you have requested a replacement or alternative item, this will be dispatched as soon as possible.