Warranty Returns - When There's A Fault With The Product

Bonners Music must be notified of any breakages or shortages within 48 hours of delivery. After this period, Bonners Music shall not be responsible for any missing or damaged items. All new products purchased from Bonners are covered by a minimum 12-month warranty unless otherwise stated on your receipt. 

If your item fails within 30 days of receipt and is not due to misuse or other reasons excluded from the normal warranty, we'll give you a replacement or, if that's not possible, offer to repair it free of charge, or if that is not possible a refund.

After the 30-day period, we will arrange a suitable repair of the item under the terms of the warranty, or, if that's not possible, give you a replacement or a refund.

If you suspect that your product is faulty, please email details of the issue you are experiencing and include a video clearly showing the suspected fault. This will enable us to deal with the matter as efficiently as possible. Once our technical team has established that the product is faulty, we will arrange a repair under the terms of the manufacturer's warranty or replacement if the item is less than 30 days old. 

Consumables such as (but not limited to) guitar strings and reeds are not covered by the warranty. Accidental damage or misuse of the item is not covered by the warranty. 

 

Return To Base (RTB) Warranties 

Items Purchased In-Person

Please return the faulty item to one of our store locations. Once repaired, we will contact you to arrange to collect the repaired item from one of our stores.

Items Purchased Online Or By Mail Order

If the product was purchased online or by mail order, we can arrange collection only if it is packaged securely in the original manufacturer's carton and packaging. If you don't have the packaging, you must arrange the return to us at your own cost. Once the item has been repaired, we will arrange its return to a UK mainland address at our cost. We do not ship items overseas or internationally. 

We do not collect items for inspection if no evidence of a fault can be provided. In this instance, you must bring the item to one of our stores for inspection. In all cases, we cannot arrange the collection of items unless they have the original factory packaging. 

All home order returns must be authorised in advance. If we decide that your item needs to be returned, we will issue you with a returns authorisation number. This number must be displayed clearly on the outside packaging.

 

On-Site Warranties

Some larger items are covered by an on-site warranty. The applicable warranty period is shown on your receipt. If you suspect your on-site warranty product has a fault, please email details of the issue you are experiencing and include a video clearly showing the suspected fault. This will enable us to deal with the matter as efficiently as possible. Once our technical team has established that the product is faulty, we will arrange a repair under the terms of the manufacturer's warranty or replacement if the item is less than 30 days old. 

Self Assembly Items

Please only dispose of boxes and packaging for items that require self-assembly once you have thoroughly checked and tested the product. If a self-assembly item arrives with a fault, we will replace it free of charge if it is re-packaged for safe transportation in the cartons in which it was supplied. If you dispose of the packaging or cannot re-package the item, a charge will be made for collection, as shown at the bottom of this page. 

Part Exchange Returns

If you part exchanged an instrument towards the item you are returning, we will refund you the monies paid and, if we still have possession of your part exchanged item, you will need to arrange collection from one of our stores, or pay a delivery charge for the item to be returned to you. Delivery charges for return of part exchanged items will depend upon the individual item and quotes are available on request.

In the event that we have no longer have possession of your part exchanged item, we will refund you the monies paid plus the value given for your part exchange item - as shown on your sales receipt.

  

Returning An Item That Is Not Faulty

We do not accept returns of software, music books, Computer Software & Apps, CDs, DVDs, or consumables, unless found to be faulty, in which case a replacement product of the same title will be supplied.

We also do not accept returns of goods which have been made to your specifications or have been personalised. We may also refuse to accept the return of any item which has been misused.

Goods Purchased In-Store

We do not offer refunds for in-store purchases. However, we understand that sometimes things might not be quite right. If you change your mind, at the manager’s discretion, we may be able to offer an exchange for unused items, provided they are returned within 7 days of purchase, with the original packaging unopened and still sealed. You must retain your receipt in case you wish to exchange an item.

Goods Purchased From Home

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. From August 1st 2025, some products sold to you by Yamaha, where Bonners acts as an agent, have a 30-day return period. This extended period will be indicated on the product page of items with the extended returns policy.

The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input any data on them. Whilst the goods are in your possession, you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept returns of goods that have been damaged or mishandled whilst in your care.

There are three ways to refund/cancel your purchase:

• You can return the product to our store with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, please do so without undue delay and, in any event, no later than 14 days from the day you notify us of your decision to cancel.
• You can cancel your order via the Contact Us facility on the Customer Services page
• By phoning us on 01323 639335 with your order reference number and delivery details to hand

Once we have received the goods back from you, and after inspection of their condition, we will give you a refund for the cost of the product plus the delivery charge paid when you purchased the item(s) (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). If you have changed your mind and no longer wish to keep the item(s), we do not refund the cost of returning the item(s) to us.

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. All items must be returned with the full original packaging and accessories that were originally supplied. We will reduce the refund amount due if you’ve reduced the value of the item, for example if it has missing accessories, incomplete packaging, or if it shows clear signs of use.

If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds take 7-10 working days to be credited to your payment card.

If you choose to return a product purchased from home under the change of mind policy, subsequent purchases may need to be made by visiting one of our stores. This ensures you are able to make a more informed decision and ensure that you are purchasing the correct item for your needs. 

We cannot refund/cancel your purchase if:

• The goods have been damaged whilst in your care.
• You return your product to our store without proof of purchase
• The seal has been broken on any included DVDs, CDs, memory cards or software
• The goods were a special order to your specification

 

Collection Charges

If you need your product collected from a UK mainland address because you have changed your mind, or have disposed of the packaging of a self-assembly product, or if it requires attention under a return-to-base (RTB) warranty, the following charges will apply:

Note: We do not collect items that are not in their original box and packaging, except for some self-assembly or larger items. Enquire for details. It is up to you to ensure your item is packaged safely for transportation and we do not accept liability for goods damaged in transit due to being incorrectly packed before collection by our courier/driver

Our collection charges may differ from any delivery charges you may have paid at the time of purchase. This is because we offer subsidised delivery costs at the time of sale. Weights referred to below are the gross weight including packaging.

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

 

*NB - Charges quoted are for standard collection from England ground level postcodes. Additional surcharges may apply to goods being collected from other areas. Enquire for details before committing to purchase.

 

 Our warranty, returns & refunds policies do not affect your statutory rights.