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Refund Policy

At Journey Instruments UK Ltd, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.

1. Consumer Right to Cancel (UK & EU Customers)

Under the Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, for any reason.

  • You must notify us in writing (email is acceptable) within 14 days of delivery.

  • Once you have notified us, you then have a further 14 days to return the item.

2. Condition of Returned Items

To be eligible for a return:

  • Items must be unused, unplayed, and in original condition

  • All original packaging, accessories, manuals, and tags must be included

  • Items must be securely packaged to prevent damage in transit

We reserve the right to refuse a refund or apply a deduction if returned items show signs of use, wear, or damage.

3. Return Shipping Costs

  • Change of mind returns: The customer is responsible for return shipping costs.

  • Faulty or incorrect items: Journey Instruments UK Ltd will cover reasonable return shipping costs.

We strongly recommend using a tracked and insured service, as we cannot be responsible for items lost or damaged during return transit.

4. Refunds

Once your return is received and inspected:

  • Refunds will be processed within 14 days

  • Refunds will be issued to the original payment method

  • Original outbound shipping costs are non-refundable unless the item is faulty or incorrect

5. Faulty or Damaged Goods

If your item arrives faulty or damaged:

  • Please notify us within 48 hours of delivery

  • Provide a description and clear photos of the issue

  • We may offer a repair, replacement, or full refund depending on the circumstances

This does not affect your statutory rights.

6. Exclusions

The following items are non-returnable unless faulty:

  • Strings once opened

  • Custom or special-order products

7. International Returns

For international orders:

  • Customers are responsible for return shipping, duties, and taxes unless the item is faulty

  • Any import charges incurred by Journey Instruments UK Ltd due to incorrect customs declarations may be deducted from the refund

8. How to Start a Return

To initiate a return, please contact us at:

Email: sales@journeyinstrumentsuk.com
Company: Journey Instruments UK Ltd

Please include:

  • Your order number

  • Reason for return

  • Photos (if applicable)

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