If something isn’t right with your order, please get in touch. You’ll speak to our shop team and we’ll help you with the next steps.

Email returns@zebramusic.co.uk or call 0115 9441936. Please include your order number or another proof of purchase if available.

Changed your mind?

For consumer purchases made online or by telephone, you can cancel your order before delivery or within 14 days starting the day after you receive it. If an order arrives in separate deliveries, this period starts after the final item arrives.

Tell us clearly that you wish to cancel. Email is convenient, but you can also contact us by telephone or post. You do not need to give a reason.

After notifying us, please send the goods back within a further 14 days unless we have agreed to collect them.

These rights also apply to pre-owned items purchased online.

Returning your item

For change-of-mind returns, you pay the return delivery costs. You can arrange your own suitable delivery service or return the item to our shop.

For guitars, we can arrange collection from a mainland UK address for £15 including VAT. Please contact us to arrange this.

Return address:

Zebra Music
336 Nottingham Road
Ilkeston
Derbyshire
DE7 5BD

Please pack the item securely and include its supplied accessories, paperwork and case or gig bag where applicable. Use the original packaging where possible. If you need advice on packing a guitar safely, please ask us.

Checking the item at home

Please feel free to inspect and try your purchase as you would in our shop. With a guitar, we understand you’ll want to get a feel for it.

Please take care of the item while it’s with you. If use beyond reasonable inspection reduces its value, we may need to deduct that reduction from your refund. We’ll explain any deduction.

Opening the packaging does not affect your cancellation rights, and we don’t charge restocking fees when you exercise those rights.

Refunds

For a cancelled order, we refund the goods and the standard outward delivery charge you paid. Any extra paid for a more expensive delivery option is not refundable.

Refunds use your original payment method unless otherwise agreed, without a refund fee.

If you send the goods back, we refund without undue delay and within 14 days of receiving them or evidence that you sent them back, whichever is earlier. If we have offered to collect them, we refund within 14 days of being told you wish to cancel.

Faulty, damaged or incorrectly described goods

If your item arrives damaged, develops a fault or doesn’t match its description, please get in touch with our shop team. We’ll help you with the next steps and arrange a return where needed. Where we’re responsible for the return, you won’t pay the return delivery costs.

You normally have a short-term right to reject faulty goods within 30 days of delivery. After that, repair or replacement rights may apply, followed by a price reduction or refund where the legal conditions are met.

Manufacturer warranties are additional to your statutory rights and do not replace or limit them. Your rights also apply to pre-owned goods, taking account of their age, price and any condition issues disclosed before purchase.

Exceptions

The change-of-mind cancellation right does not apply to genuinely personalised or made-to-specification goods, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed.

Any applicable exception will be explained before purchase. These exceptions do not remove your rights where goods are faulty or not as described.

Purchases made in our shop

If you bought something in our shop and have changed your mind, please get in touch and we’ll discuss what we can do. The cancellation period for online and telephone orders doesn’t apply to purchases made in person, but your rights if something is faulty or not as described remain the same.

Your statutory rights for faulty or incorrectly described goods remain unaffected.