How Do I Return Something?

Since we offer a 30-Day Money-Back Guarantee, you can send almost anything back to us for a refund or exchange within 30 days of delivery. You can also return something if it’s faulty or damaged on arrival; if you received the wrong thing; if you need a repair under warranty, or even for an ex-warranty repair. To find out if something is eligible for return within 30 days, see our full Terms & Conditions.

> 30-Day Money-Back Guarantee
> Damaged & Defective Items
> Warranty Info
> Repairs
> I Received the Wrong Thing! (see the section below)

Have we answered your question?

> Register Your Return

If the item is not defective but you want to send it back, see the full Terms & Conditions of our 30-Day Money-Back Guarantee.

Packing & Sending Your Return

• When sending something back, we recommend using proper packing materials. If the item isn’t properly packed, you will be held responsible for any damage that may occur in transit. When packing your return, please:
  • 1. Put the item back in the original product box. If you no longer have the box, please use proper packing materials instead. Please note: if you make use of our 30-day Money-Back Guarantee, you might receive a reduced refund if different packaging is used.
  • 2. Put the packed item in the Bax Music shipping box it came in, or in a sturdy, alternative shipping box.
  • 3. If necessary, use extra packing material to ensure the item can’t shift around inside the shipping box.
• Do not write or put any stickers on the original product box. Only write or put stickers on the shipping box.
• You are responsible for the returning package. So when you've dropped it off at your nearest drop-off point, keep hold of the tracking code until we send you confirmation that we’ve received it.
• Put a copy of your completed return form inside the shipping box. Please note that incomplete return forms cannot be processed since the form tells us who has sent the item back and why. See How do I send something back for free? for more info.
• Attach the postage label we sent you to the outside of the shipping box. If you’re using the Bax Music shipping box your order was delivered in, then make sure to cover your delivery address with the label. See How do I send something back for free? for more info.
• Only post back your return using your nearest drop-off point. We’ll send you a link so you can find it.

• Boxed software can only be returned if it’s still sealed in the original packaging. If the software is returned and the packaging has been opened, it will be sent back to you.

• Opened software can only be returned if Bax Music has provided written permission. Permission is only granted in instances where you have received the wrong software, for example.

• Some hardware comes with software included as a download code or on a CD. If you return the hardware using our returns service, then the software licence code should not have been used (unless this was necessary to check the state of the hardware). If you have used the licence code even though it was not necessary to check the state of the hardware, a £25 fee will be charged to clear the licence. If the software is not included with the returned hardware, you will be charged the full value of software.

• Downloaded software or plug-ins are not eligible for return. These are not physical products, but a serial number or download code provided via email and cannot be returned for a refund or exchange.

Please go to:

> Register Your Return

We’ll send you a completed copy of your return form within 48 hours of receiving your return registration. Soon after, we’ll send you a second email including your postage label. 

Please print a copy of your completed return form and put it inside the shipping box. Then print out a copy of the postage label and attach this to the top of the shipping box. 

If you’re using the Bax Music shipping box your order was delivered in, please make sure to cover your delivery address with the postage label.

• Only return an item using our return service. It’s not just the easiest way to return something, but the safest.

> Register Your Return

Postage on all returns is free for 180 days after delivery.

To return a package weighing max. 25 kilograms and measuring max. 150 cm long, follow the steps below:

• Step 1: Register your return by completing our return form. You can select one or more items from an order to return them. Once you’ve submitted your form, we’ll send you a confirmation email. If you can’t find the email in your inbox, please check your spam or junk folder just in case.
• Step 2. We’ll process your return form and if we have any questions, we’ll get in touch. Once your return request is approved, we’ll send you a completed copy of your return form within 48 hours. Soon after, we’ll send you an email including your postage label and a link you can use to find your nearest drop-off point.
• Step 3: Print a copy of the return form we sent you and put it inside the shipping box along with your safely packed item(s).
• Step 4: Print a copy of the postage label and attach this to the top of the shipping box. If you’re using the Bax Music shipping box your order was delivered in, make sure to cover your delivery address with the postage label.
• Step 5: Use the link we sent you with your postage label to find your nearest drop-off point.
• Step 6: When you drop-off your returning package, let the drop-off point know that the postage is prepaid. The drop-off point will give you a Track & Trace number for the package. Keep this safe as it serves as proof of your return. As soon as we’ve received and processed your returning package, we’ll send you an email to let you know. This usually takes up to 5 working days from the moment you drop off the package.

To return a package weighing over 25 kilograms or measuring over 150 cm long:

• Please contact our Helpdesk to arrange a collection.

  Phone: 020 36952176 

  Email: customer-service@bax-shop.co.uk

For full info about being refunded for a return, please go to:

> Refunds

If the items that were delivered don’t match the items on your original order, you can send them back to us free of charge. 

• Please contact our Helpdesk before returning the item(s). This is so we can find out why you were sent the wrong thing and prevent it from happening again.
  • Phone: 020 36952176
  • Email: customer-service@bax-shop.co.uk

After you’ve let our Helpdesk know what happened, please send back the item(s) by following the steps listed under How do I send something back for free?

As soon as the returning package arrives, we’ll send the correct items out to you and let you know along with new Track & Trace info.

> Register Your Return

For full info about sending something back for an exchange, please go to:

> Can I Exchange Something?

From the moment you’ve submitted your completed return form, we’ll keep you informed at every step via email.

• The first email we send you will confirm your return request. If we have any questions about your request, we’ll get in touch. 
• The second email will include a copy of your completed return form and further instructions. 
• The third email will include a postage label and a link to find your nearest drop-off point. 
• As soon as the returning package arrives and has been processed by our Returns team, we’ll send you a fourth email to let you know. 
  • If you asked for an exchange, we’ll let you know as soon as the exchange item has been packed and sent, along with Track & Trace info.
  • If you asked for a refund, we’ll send you an email to let you know it’s being processed.

If you haven’t received any emails, please double-check your spam or junk folder just in case. If you can’t find them there either, please contact our Helpdesk. 

If you haven't heard from us about your returning package more than 5 working days after dropping it off, please contact our Helpdesk.

Phone: 020 36952176

Email: customer-service@bax-shop.co.uk

Yes, you can return most items within the 30-day trial period for no specific reason. That said, you are required to enter a reason when returning an item via our return portal. This info helps us to keep optimising our product range and website.

What is the 30-day money-back-guarantee?

With most items, Bax Music offers you an extra-long, 30-day trial period. This is our money-back-guarantee, and it's longer than the legally required 14-day cancellation period.

When does the 30-day period begin?

The trial period begins the day after your order has been delivered to you directly or dropped off at a pickup point.

How can I exchange the item I’m returning for a different item?

You can simply return the item via the standard returns procedure as described in the 'How Do I Return Something?' section above. When completing your return registration form, you can indicate which item you would like to exchange for.

If the new item costs less than the original amount paid for the returning item, you'll receive a partial refund. If it costs more, then you'll receive a payment link via email so you can settle the difference. As soon as the payment is complete, we'll send the new item out to you.

Please note:

• You can only exchange items that fall under the terms and conditions of our 30-day money-back-guarantee. Items that fall outside of the 30-day period and items that weren't originally ordered from Bax Music cannot be exchanged. This excludes certain guitars and basses.
• If you purchased your item from us via an online marketplace like Amazon, then sadly, the item cannot be exchanged. It can however be returned and you will, of course, be refunded as standard.

» Selling or Exchanging a Guitar or Bass
» Gear Recycling Service

How do I register my 30-day trial period return and where do I send it?

The easiest way to register your return is via our Returns Portal. Following registration, you're sent all of the information you need to return your order to us.

How much time do I have to send back the item I’ve tried out?

After you've registered your return, you have another 14 days to ship the item back to us.

Is returning my order within the 30-day trial period free of charge?

Returning an order is free of charge when you follow our returns procedure, which is explained under 'How Do I Return Something?’. 

When does the 30-day trial period not apply?

• Defective items. These fall under our standard warranty regulations. For more info, head to our Warranty page.
• Custom orders and items such as custom-length cables.
• 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 from Bax Music to do so. Permission is only granted if you have received the wrong product, for instance.
• Downloads. These are items that are not delivered to you, but can be downloaded after you receive a download code via email. 
• Items that have been used and cannot be returned for hygiene reasons such as wind instruments and mouthpieces. If they haven’t been used they can still be returned to us.
  • Headphones and in-ears can be returned, but please note that a £20 cleaning fee will be charged when it appears that the product has been used.
• Special orders such as products that are not part of our standard stock but have been ordered via our Helpdesk or via our online product request form.

Can I still use the item that I want to return during the 30-day trial period?

You can only do what's required in order to try out the item. For example, it's perfectly fine to take the guitar you've ordered out of its packaging and play it for a bit. Likewise, it's okay for you to unbox a DJ controller and plug it in for a while to test it out. In this case, cutting through tape or plastic wrapping is totally okay with us.

What should I do with the Bax Music box that my order came in?

With most items that we send out, the item and its original packaging are packed in a Bax Music box complete with our logo. While it's up to you what you do with it, we do advise that you hold on to the Bax Music box during the 30-day trial period. This way, you'll have a sturdy box with the right dimensions in case you decide you want to return the item. Be sure to use appropriate packing material so that, if you do send it back, the item can't shift around in transit.

I've had to assemble the item to try it out. Do I need to disassemble it?

If you want to return an item that you had to assemble to try out, we ask that you return it in the same state that it came in - so disassembled. If you don't, we'll unfortunately have to charge you for the time it took us to disassemble the item ourselves.

The item I want to return includes software. Can I try that out during the trial period?

If you bought an item that includes software, the software activation code may only be used if this was necessary to try out the hardware.

If you unnecessarily activate the software,the activation code will need to be 'cleared' by the software developer so it can be used again. If this isn't done, we will need to charge you for clearing the software activation code on your behalf.

Does the 30-day money-back-guarantee mean I’m always fully refunded?

If you handle the item and any included accessories, user manuals and packaging with care, you'll be refunded in full. Read on to see how it works.

When won't I be fully refunded?

You might not be fully refunded if you've done something that wasn't necessary to try out the item and made it look like it's no longer new. This includes the following:

• Damage to the item.
• Stains on the item.
• Lost parts or accessories. For instance, not including things like user manuals and accessories such as cables with your return.
• Unnecessary damage to or removal of the original packaging. Be careful not to damage the original box when all it takes to open it is cutting a piece of tape. The same goes for the outer packaging of consumables like batteries and gear such as cables. With these items, you can almost always tell if you've purchased the right amount by looking at the packaging. 

What percentage of the original order amount does Bax Music deduct from a refund in case of a problem?

When you handle the item with care and return it in full (which means including any accessories, user manuals and the original packaging) you'll be fully refunded. The table below provides an overview of why a certain percentage of the purchase amount may be deducted from the refund and how much.

If I've paid postage for my order, do I get it back when I return my order during the 30-day trial period?

When you send back your entire order, we'll refund the order postage costs. If you only return part of your order, then the order postage costs won't be refunded.

When and how will I get my money back?

You will always receive your full refund within 14 days of registering your item for return. This includes the amount you originally paid and any (standard) fees paid for initial delivery.

When registering a return, you’re offered the following refund options:

• Refund via the original payment method (e.g. credit card, Paypal or bank account).
• Refund to a specified bank account. Note that an international bank account number (IBAN) will be required.

Please note: if you select the first option because you used your credit/bank card to pay for the original order, then please check your credit/bank card statements to see if we've already refunded the amount.