4. Cancellations & Returns

4.1 – Under the conditions outlined in the EU Consumer Rights Directive and in Section 4.2, Ness Music Ltd operates a 14 day cooling-off returns policy for products that are still in their original condition. This allows UK and EU customers to cancel their order up to 14 days after receipt of their goods. If you wish to cancel your order during this 14-day period, please notify us in writing by letter or by email at vic@soundandvisionelgin..co.uk.

4.2 – The right to return goods to us as mentioned in Section 4.1 does NOT apply in the following situations:

4.2.1 – Special Orders – Any order which has been specified or customized to the customers specifications. This also includes any item which is not typically stocked by Ness Music Ltd and has been ordered in at the request of the customer.

4.2.2 – Health and Safety – any product that has come in contact with a customer’s ear or mouth, such as microphones, headphones, earphones or product with a mouthpiece that have been used or where the hygienic seal has been separate or broken.

4.3 – If you wish to exercise your right to cancel this contract within the cancellation period, you should return the goods to us within within 14 days and take reasonable care in doing as detailed in the EU Consumer Rights Directive (2011/83/EU). The risk and cost of returning the goods to us shall be accepted by you unless you have notified us that the goods have arrived damaged or faulty (Section 3.4) and this has been verified by us.

4.4 – As outlined in the EU Consumer Rights Directive (2011/83/EU), failure to return items in their original condition will result in deducations from your refund or refusal of a return.

4.5 – Upon cancellation of the contract we will credit your account with a full refund for the goods. Normally refunds are processed the same day if the goods haven’t been dispatched or on the day of receiving the goods back, however, in any event, not later than 14 days after receipt of the cancelled goods. If you do not return the goods or do not pay the costs of delivery to us, we shall be entitled to deduct the direct cost of recovering the goods from the amount of the refund.