Faulty Products, Warranty & Your Consumer Rights

Please inspect your order as soon as possible after delivery. If you notice any transit damage, missing items or an incorrect delivery, please let us know within 48 hours where possible so that we can investigate the matter with the courier. This does not affect your statutory rights if a product is later found to be faulty or not as described.

All new products purchased from Bonners Music are supplied with a minimum 12-month warranty unless otherwise stated on your receipt. This warranty is provided in addition to your statutory rights under the Consumer Rights Act 2015.

If Your Product Develops a Fault Within 30 Days

If your product develops a fault within 30 days of receipt, and the fault is not due to accidental damage, misuse or normal wear and tear, you have the right to reject the goods for a full refund under the Consumer Rights Act 2015.

If you would prefer, and where appropriate, we are also happy to offer a replacement instead of a refund.

If Your Product Develops a Fault After 30 Days

If a fault develops after the first 30 days, we will normally arrange either a repair or replacement, depending on which is the most appropriate and cost-effective solution. If a repair or replacement is not possible, or does not successfully resolve the issue, you may be entitled to a price reduction or refund in accordance with your statutory rights.

Reporting a Fault

If you believe your product has developed a fault, please complete the Warranty Fault Report Form on our Product Warranty Claims page.

Once we have confirmed that the product is faulty, we will arrange the appropriate remedy. Repairs may be carried out by the manufacturer's authorised service network where appropriate.

Exclusions

Our warranty does not cover consumable items such as (but not limited to) guitar strings, reeds or other items that naturally wear through normal use. It also does not cover faults caused by accidental damage, misuse, neglect, unauthorised repairs, or use outside the manufacturer's instructions.

Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.

 

Return to Base (RTB) Warranty Repairs

Items Purchased In Store

If you purchased your item from one of our showrooms, please return it to any Bonners Music store. Once the repair has been completed, we will contact you to arrange collection.

Items Purchased Online or by Mail Order

If your item was purchased online or by mail order and requires inspection or repair, please contact us before returning it.

We strongly recommend retaining the original manufacturer's packaging for the duration of the warranty period. It has been specifically designed to protect your instrument during transport and provides the safest and most secure method of returning it for inspection or repair.

If your item needs to be returned to us, it is your responsibility to ensure that it is packaged safely and securely to prevent damage during transit. Wherever possible, the original manufacturer's packaging should be used.

If the original packaging is no longer available, please contact us before arranging a return. We may be able to supply replacement packaging at cost or recommend an appropriate packaging solution before collection is arranged. Please note that we cannot accept responsibility for damage caused during transit as a result of inadequate or unsuitable packaging.

To help us diagnose faults as quickly as possible, we may ask you to provide photographs or a short video demonstrating the problem before arranging a return. In many cases, this enables us to identify the issue without the need to transport the product.

If we agree that the item should be returned, we will issue a Returns Authorisation (RA) number. This number should be clearly displayed on the outside of the package.

Where a return has been agreed under the terms of the warranty or your statutory rights, we will arrange collection where appropriate. Once the repair has been completed, we will return the item to a UK mainland address at our cost. Unfortunately, we are unable to return repaired items to addresses outside the UK.

On-Site Warranties

Some larger products are supplied with an on-site warranty. The applicable warranty period is shown on your sales receipt.

If you believe your product has developed a fault, please email us with details of the issue. Where possible, please include photographs or a short video clearly demonstrating the problem, as this often enables us to diagnose the fault more quickly.

Once we have confirmed that the product is faulty, we will arrange the appropriate remedy in accordance with the terms of the warranty and your statutory rights. Repairs may be carried out by the manufacturer's authorised service network where appropriate.

Self-Assembly Items

Please retain all boxes and packaging for self-assembly items until you have fully assembled, inspected and tested the product.

If a self-assembly item arrives damaged or develops a fault shortly after delivery, the original packaging provides the safest and most secure method of returning the item for inspection or replacement.

If the original packaging is no longer available, please contact us before arranging a return. We may be able to supply replacement packaging at cost or recommend an appropriate packaging solution before collection is arranged. It is your responsibility to ensure that any item being returned is packaged safely and securely to prevent damage during transit. We cannot accept responsibility for damage caused during transit as a result of inadequate or unsuitable packaging.

Part Exchange Returns

If you part-exchanged an instrument towards the purchase of an item that is subsequently returned, we will refund the amount paid by you. If we still have possession of your part-exchange instrument, you may either collect it from one of our stores or arrange for it to be delivered to you. Delivery charges will depend on the size and destination of the item and are available on request.

If your part-exchange instrument has already been sold or is otherwise no longer in our possession, we will refund both the amount you paid and the part-exchange value shown on your sales receipt.

Returning an Item That Is Not Faulty

We cannot accept returns of software, computer software, apps, music books, CDs, DVDs or consumable items unless they are faulty. Where a fault is confirmed, we will provide the appropriate remedy in accordance with your statutory rights.

We also cannot accept the cancellation of goods that have been made to your specification, personalised for you, or fall within any other exemption set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Goods Purchased In Store

There is no automatic right to return goods purchased in-store simply because you have changed your mind. However, at the manager's discretion, we may offer an exchange for unused items returned within 7 days of purchase, provided they are in a saleable condition and accompanied by proof of purchase.

This goodwill policy does not affect your statutory rights if goods are faulty, not as described or not fit for purpose.

Goods Purchased Online or by Mail Order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel most online and mail order purchases within 14 calendar days from the day after you receive your goods. To exercise this right, you must notify us of your decision to cancel within this period.

From 1 August 2025, selected Yamaha products sold by Bonners Music as an authorised sales agent benefit from an extended 30-day return period. Where applicable, this will be clearly stated on the relevant product page.

Once you have notified us that you wish to cancel your order, you must return the goods to us without undue delay and, in any event, within 14 days.

You may inspect and handle the goods in the same way that you would be able to in one of our showrooms to establish their nature, characteristics and functioning. However, if the goods have been handled more than would reasonably be permitted in a retail environment, we may make a deduction from your refund to reflect any resulting reduction in value.

Wherever possible, goods should be returned in their original packaging together with all accessories, manuals, promotional items and free gifts originally supplied. Whilst original packaging is preferred to protect the goods during transit, its absence will not automatically prevent a return, although any reduction in the value of the goods may be reflected in the refund where permitted by law.

There are three ways to cancel your purchase:

• Return the goods to one of our stores with your proof of purchase.
• Contact us via the Customer Services section of our website.
• Telephone us on 01323 639335 with your order reference and delivery details.

Once we have received and inspected the returned goods, we will refund the purchase price together with the original standard delivery charge paid when you placed your order. Additional charges for premium delivery services are not refundable.

If you are returning goods because you have changed your mind, you are responsible for the cost of returning the goods unless we have agreed otherwise.

If you requested that we begin providing a chargeable service, such as installation, during the cancellation period, we may deduct a reasonable amount for services already carried out before cancellation.

Refunds are normally processed within 7-10 working days of receipt and inspection of the returned goods.

Where a customer has made repeated change-of-mind returns, we may ask that future purchases are completed in one of our showrooms so that our specialists can help ensure the most suitable product is selected before purchase.

A refund may not be available, or may be reduced where permitted by law, if:

• The goods have been damaged whilst in your possession.
• The goods have been handled beyond what is reasonably necessary to inspect them.
• Accessories, manuals or promotional items are missing.
• The goods were manufactured or customised to your specification.
• You are unable to provide reasonable proof of purchase.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Collection Charges

If you require us to collect a product from a UK mainland address because you have changed your mind, or because the item is being returned for a reason that is not covered by your statutory rights or the applicable warranty, the collection charges shown below will apply.

Where a product is being returned because it is faulty, collection charges will only apply where permitted under the terms of the applicable warranty or your statutory rights.

Please note that collection charges may also apply where replacement packaging is required before collection can be arranged.

Packaging Requirements

Wherever possible, products should be returned in their original manufacturer's packaging, as this provides the safest method of transportation.

If the original packaging is no longer available, please contact us before arranging a return. We may be able to supply replacement packaging at cost or recommend a suitable packaging solution.

It is your responsibility to ensure that any item being returned is packaged safely and securely for transport. Where packaging is considered unsuitable for safe transportation, we reserve the right to postpone collection until the item has been adequately repackaged or suitable replacement packaging has been provided. Bonners Music cannot accept responsibility for any additional damage that results from inadequate or unsuitable packaging provided by the customer.

Our collection charges may differ from the delivery charges paid at the time of purchase, as many of our outbound delivery services are subsidised by Bonners Music. The weights shown below refer to the gross packaged weight of each item.

Product Type	Collection Charge Including VAT*
Portable Keyboard/Piano - boxed in original packaging under 20KG	£59
Portable Keyboard/Piano - boxed in original packaging 20KG - 40KG	£85
Portable Keyboard/Piano - boxed in original packaging Over 40KG	£110
Digital Piano (cabinet style; boxed in original packaging)	£180
Digital Piano (cabinet style; un-boxed) - Ground Level Collection (max 5 steps/stairs*)	£250 *Additional charge of £90 per flight of stairs
Acoustic Upright Piano; Ground Level Collection (max 5 steps/stairs*)	£350 *Additional charge of £90 per flight of stairs
Grand Piano (Acoustic Or Digital); Ground Level Collection (max 5 steps/stairs**)	£450 **Additional charge of £144 per flight of stairs
All other items boxed in original packaging	£45

 

Please note: Collection charges quoted are based on collections from ground-floor addresses in mainland England. Additional charges may apply for collections from other areas or where access is restricted or requires additional handling. Please contact us for a quotation before committing to purchase.

Nothing in this Warranty, Returns & Refunds Policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.