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FREE UK DELIVERY*
on orders over £75
5 year warranty
on items over £150
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with an Education Account

Returns Centre

If you need to Return goods to us for any reason we try and make the process as easy as possible. Please select from the options below.

Free Returns (Mainland UK only)

We offer 14 days FREE Returns on all purchases made online, which are delivered within mainland UK (Mainland UK does not include Islands and Scottish Highlands). If you have a damaged item or want to return after the 14 days period, then please click the General Returns tab below.

Depending on the size of the item(s) to be returned we have various ways to get them back.

Freepost
Small Items can be returned using our Freepost Address.

Post Office
Items up to 10kg can be returned via your local Post Office.

Parcelforce Worldwide/UPN Customer Collection
Larger items will be collected by our partner Parcelforce Worldwide and very large consignments such as Digital Pianos by United Pallet Network. A member of our Support team will arrange the collection on any working day to suit you.

How Do I Return an Item?


If you would like to return an item to us then please complete our online Returns Form. A member of our Support team will then contact you (usually within the next working day) to provide full details of what happens next.

Once your item is received back in our warehouse it will be checked over/booked in and, assuming it meets the terms and conditions outlined below, our Support team will process a full refund, including your original delivery charge.

General Returns

Goods Received but No Longer Required
We offer a 30 day return period for any items ordered that are no longer required or have been ordered in error. Please complete our online Returns Form to notify us of your intention to return within 30 days from receipt of your goods (not the invoice date). The goods must be in an as new condition and returned with the original packaging. 
 
Once you have completed the online form a member of our Support team will contact you to provide full details of what happens next.

Please note the following exclusions, these items cannot be returned under our Returns policy:
  • Special Order/Bespoke items that have been ordered in specifically for you or modified to your personal requirements. ie. Items we do not normally carry in stock.
  • Computer Software, CD's and DVD's that are unsealed or have been registered.
  • Opened/used mouthpieces or reeds.
  • Items purchased in Store or via Websites/Marketplaces other than Normans.co.uk.
 
We will not be responsible for any damage incurred to the goods on their way back to us, please ensure all items are packaged appropriately. You will be liable for all delivery charges for the return.

A re-stocking fee may be applied when goods are not returned back to us in their original packaging. Any original delivery charges will not be refunded. Please note, any items that are damaged whilst in your possession will not be eligible for return. 
 
Goods Damaged in Transit

We ask that all goods are inspected fully on receipt to check for any potential transit damage. Our warehouse team will ensure that your order is packaged securely and appropriately but occasionally we do encounter damage caused by our delivery partners.

In the unlikely event that you receive a damaged item please report it to us using our online Returns Form. A member of our Support team will then contact you to provide full details of what happens next.

Please note that any goods that are reported transit damaged after the initial 48 hour period may need to be returned to us for assessment before a replacement is offered.

Faulty Good/Claims Under Warranty

If you believe your instrument to have a fault/manufacturer defect, please report it to us using our online Returns Form. A member of our Support team will then contact you to provide full details of what happens next. Rest assured that our team will endeavour to resolve your issue with the least possible inconvenience.

You have 30 days to exercise your right to return any faulty or damaged goods at no cost.

Packaging Your Return

For information on how to package the item that you are returning, please click here.

Terms & Conditions

There are a few Terms and Conditions relating to our Returns process. We want to make the process as simple and easy as possible for our customers whilst safeguarding the service we provide.

  • Free returns are only available on orders delivered to and returned from a mainland UK address. 
  • If your items are unwanted, you must notify us of your intention to return within 14 days from receipt of your goods (not the invoice date) to qualify for free returns.
  • If your goods are faulty or damaged you have 30 days to notify us from receipt of your goods. 
  • Original packaging must be retained and you should ensure that the goods are returned to us packaged to the same standard as they were originally delivered.
  • If we arrange a collection it is important that someone is available to hand over the goods at the mutually agreed date/time. If no-one is at the collection address when the driver arrives we will still be charged for the visit and unfortunately any subsequent visits to collect will be chargeable.  
  • For unwanted items: Whilst we appreciate that you will want to inspect/try the goods they must be returned to us in an ‘as new’ condition. We reserve the right to charge a re-stocking fee should goods be returned with any damage, cosmetic or otherwise, this will be deducted from your refund. In cases of extreme damage your return may be refused.
  • Please note the following exclusions, (unless faulty or damaged) these items cannot be returned under our policy: 
    • Special order/Bespoke items that have been ordered in specifically for you or modified to your personal requirements. 
    • Computer Software, CD's and DVD's that are unsealed or have been registered.
    • Opened/used mouthpieces or reeds.
    • Items purchased in Store or via Websites/Marketplaces other than Normans.co.uk. 
  • 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 replaced whilst you wait. Our sales team are unable to process returns/exchanges without prior authorisation from our Support Team. Therefore, if you visit without having contacted us then you may have to leave the faulty item in store and wait for a member of the Support team to contact you. 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. Please note, engraving your instrument will void all warranties.
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