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60-day money-back guarantee

Bax Music gives you a trial period of 60 days on most products. This is our 60-day money-back guarantee. If you’re not satisfied with a product or you ordered the wrong one by accident, under most circumstances you can return it to us for free! You’ll find more information about how this works and the conditions below.

Statutory right of withdrawal and 60-day money-back guarantee

When you purchase an item online, you have a legal right to cancel the transaction within a certain period. This is known as the statutory right of withdrawal. Since 13th June 2014, you have up to 14 days to notify the seller that you wish to cancel the transaction. Bax Music understands that 14 days may not be long enough to fully assess some of the products in our range. That’s why we offer a 60-day money-back guarantee.

Read the Terms & Conditions below so you know exactly what your rights are.

Within 14 Days

If you notify us of your intention to cancel the transaction within 14 days, the following conditions apply:

You’ll be refunded the full amount of your purchase (including shipping costs) as soon as possible (but within 14 days at the latest) after we’ve received the product back from you and it has been processed by our Returns team. Please note: the product should only have been (carefully) used to assess its functions and determine how it works. If the product’s value has been reduced due to more intense use, you’ll only be refunded an appropriate amount of the money you paid (see below).

If you want to return a product to us that you've had to assemble yourself (e.g. a desk), we recommend disassembling it again before it is sent back to us. Ideally, it should be returned in the same condition you received it. If this is not done, you will be charged labour costs for disassembly.

Some hardware products come complete with software either on a CD or as a download code. If you return a product to us, then the software licence code should not have been used (unless this was necessary to assess the product). If you have used the licence code even though this was not necessary to assess the product, then you should have it ‘cleared’. This means that you’ve had the licence reset by the software manufacturer so that the code can be used again. Failure to ‘clear’ the software licence will result in a fee of £25 being charged. If you do not include the software with the return at all, you will be charged for the full value of the software.

The day you notify us of your intention to cancel the transaction must fall within the 14-day period which starts from the day you receive your order. Please refer to our return procedure on the Returns page.

After notifying us of your intent to return an item/order to us, you have 14 days in which to do so.

The following products are not eligible for return:

  • Products altered to your specifications, such as cabling cut to a specified length or custom-made flight cases.
  • Software with a broken seal.
    • Software can only be returned if it is still in the original sealed packaging. If the software packaging has been opened, we will return the product to you.
    • You may only return opened software if you have received permission to do so from a Bax Music Customer Service representative. Permission is only granted if you have received the wrong product, for instance.
  • Products that have been used and cannot be returned for hygienic reasons such as earphones and mouthpieces. If they haven’t been used they can still be returned to us.

If the returned product does not meet the conditions above, then we will deduct a percentage of the purchase amount. The exact percentage depends on the price and current condition of the product. The following chart shows a clear overview:
 

Observation
%
up to £250
%
£250 to £1000
%
from £1000

One part/accessory missing
20%
15%
10%

Multiple parts/accessories missing
30%
25%
20%

Product is slightly damaged
20%
15%
10%

Product is heavily damaged
40%
30%
25%

All accessories are missing
40%
30%
25%

Product has been returned after 14 days
see below
 
 

 

After 14 Days

After the 14-day statutory right of withdrawal period has passed, the rest of Bax Music’s 60-day money-back guarantee will apply. From that moment on, the following conditions apply:

Please note: you’ll be refunded the full amount of your purchase so long as the product and the original packaging are in perfect condition. If this is not the case, you’ll only be refunded an appropriate amount of the money you paid (see below). How much this is depends on the condition of the product and the packaging. Below are examples of damage, signs of use and incomplete products:

  • Scratches, tears, dents, other types of damage, marks and dirt. This applies to both the product and the original packaging materials!
  • Missing original packaging materials, cables, manuals, download cards etc.
  • Software codes that have been activated. If you received software with a product, for instance, the activation code for the software should not have been used (unless this was necessary to assess the product). If you have used the licence code even though this was not necessary to assess the product, then you should have it 'cleared'. This means that you’ve had the licence reset by the software manufacturer so that the code can be used again. Failure to ‘clear’ the software licence will result in a fee of £25 being charged. If you do not include the software with the return at all, you will be charged for the full value of the software.

If you want to return a product to us that you've had to assemble yourself (e.g. a desk), it should be disassembled again before it is sent back to us as it needs to be returned in the same condition you received it. If this is not done, you will be charged labour costs for disassembly.

The day you register the return (please see our return procedure), must fall within the 60-day money-back guarantee period.

The following products are not eligible for return:

  • Products altered to your specifications, such as cabling cut to a specified length or custom-made flight cases.
  • Software with a broken seal.
    • Software can only be returned if it is still in the original sealed packaging. If the software packaging has been opened, we will return the product to you.
    • You may only return opened software if you have received permission to do so from a Bax Music Customer Service representative. Permission is only granted if you have received the wrong product, for instance.
  • Products that have been used and cannot be returned for hygienic reasons such as earphones and mouthpieces. If they haven’t been used they can still be returned to us.
  • Special orders. These are products that are not part of our standard stock but have been ordered especially via Customer Services or with our online form.

If the returned product does not meet the conditions above, then we will deduct a percentage of the purchase amount. The exact percentage depends on the price and current condition of the product. The following chart shows a clear overview:
 

Observation
%
up to £250
%
£250 to £1000
%
from £1000

Interior packaging damaged/clearly opened (with the exception of blister packaging)
10%
7%
5%

Exterior packaging damaged, interior packaging opened but still in good condition (with the exception of blister packaging)
10%
7%
5%

One part/accessory missing
20%
15%
10%

Incorrect tape on the original product packaging (i.e tape that is clearly different than the original tape, such as black instead of transparent)
10%
7%
5%

Interior packaging missing
10%
7%
5%

Multiple parts/accessories missing
30%
25%
20%

Product is slightly damaged
20%
15%
10%

Exterior packaging missing
20%
15%
10%

Product is heavily damaged
40%
30%
25%

All accessories are missing
40%
30%
25%

Product is defective due to a manufacturing error. You want to receive an exchange instead of a repair, but the 30-day exchange period for defective products has expired.
10%
7%
5%

 

How does it work?

1. Read the information above.

2. If you decide to return a product to us, use the online form on our website to register your return and follow the return procedure.

Please note: using the online form to notify us of your intention to return a product is the easiest way to do it. You can also use the form included with your purchase confirmation email or contact our Customer Service team by telephone or email, however. Once your return has been registered, the product has to be returned to us within 14 days.

> Returns

> Register Your Return

My Product is Defective!

The 60-day money back guarantee only applies to products that don’t match your expectations. If there’s a problem with your product, then the regular warranty conditions apply.

> Warranty

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