Delivery
We can deliver to your home address or to an alternative address. This can be specified when placing your order. Towy Music offers free delivery on all UK orders. We use Royal Mail for all our orders as this helps to support our local Post Office. All orders are generally dispatched within 24 hours of receipt.
We aim to deliver your goods to mainland UK addresses within 5 working days of receipt of your order, subject to availability, using 2nd class Royal Mail. Delivery is charged depending on location. More valuable and heavier items will be sent ‘Royal Mail Tracked 48’.
Next Business Day delivery can take two business days or more if ordered after 2pm or if the order was placed on a Saturday, Sunday or on a bank holiday weekend. Worldwide and European delivery can take up to 10 days or more and is DDU (delivered duty unpaid) – additional charges or taxes may be applicable depending on customs and import laws in your country.
If you have any questions regarding deliveries or existing orders please contact us at sales@towymusic.com
Returns
At Towy Music we want you to be completely satisfied every time you shop with us. In the unlikely event that you are not absolutely delighted with your order please email us at sales@towymusic.com within 14 working days of receipt of your order and we will do our best to resolve any issues that you might have as soon as possible.
Damaged items
All of our parcels are carefully packed by hand. If your order is damaged in transit please notify us by emailing sales@towymusic.com within 14 working days of receipt of your order and we will be pleased to replace it. Please see ‘To return an item’ for details of how to return damaged goods to us.
Faulty goods
If the goods are faulty you have certain statutory rights under the Consumer Rights Act 2015. You have 30 days from the date of receipt to reject the goods and obtain a full refund. Please email us at sales@towymusic.com.
Incorrect items
If we have sent you an incorrect item, please notify us by emailing us at sales@towymusic.com within 14 working days. Please return the item to us and specify if you would like a replacement or refund. If you would like us to replace the incorrect item with the item you ordered we will send you the correct item within 5 working days. Please see ‘To return an item’ for details of how to return incorrect items to us.
Cancelling an item
As a consumer you have a legal right to cancel your order with us under the Consumer Contracts Regulations 2013 during a specific time period. This period begins on the date of dispatch and ends 14 working days from the day after you receive the product. Please contact us at sales@towymusic.com informing us of your decision. If you cancel your order in this way you should return the goods to us in their original packaging within 14 working days of informing us of your wish to cancel. Provided you return the full order to us in accordance with the above timescale and process you will be entitled to a full refund including the cost of delivery. If you return only some of the items from your original order we will not be able to refund your delivery charge. We will process the refund as soon as possible and no later than 14 working days from the date we receive the products back. If your order was cancelled before the goods were dispatched we will process your refund within 14 working days from the receipt of your cancellation.
To return an item
Please pack the items in the original packaging where possible. Please enclose the invoice and a reason for the return. If the item is faulty, damaged or incorrect we will reimburse you the cost of postage. For all other returns you will be required to arrange and pay for the return of the products to us. When returning items, you are strongly recommended to obtain proof of posting. We cannot accept responsibility for parcels damaged or lost in transit. Until you return items to us you are responsible for their safekeeping and taking reasonable care of them. This returns policy does not affect your statutory rights.
Returns address: please email us at sales@towymusic.com for a return address.
If you have any questions or concerns, please email us at sales@towymusic.com and we will be happy to help.