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  • Contact us
  • Shipping Information
  • Refunds and Returns
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Contact us

You can also contact Fret Music in one of the following ways:

Shop and Postal Address

Fret Music Ltd.
17 Romsey Road
Shirley
Southampton
SO16 4BY

Opening Times

Monday10.00am to 5.00pm
Tuesday10.00am to 5.00pm
Wednesday10.00am to 5.00pm
Thursday10.00am to 5.00pm
Friday10.00am to 5.00pm
Saturday10.00am to 5.00pm
SundayClosed

Local Tel: 023 8077 4433
Email: sales@fretmusic.co.uk


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You can send a message to us using the form below.

 
 
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Shipping Information

Delivery on all mainland UK orders over £150 is FREE except where a surcharge is shown.

For all other mainland UK orders the delivery will be charged as stated.

Delivery charges as advertised on site at time of ordering (UK mainland only). For orders outside of the UK mainland, please contact us for delivery quote.

Orders to Europe are sent using UPS low-cost shipping service. The average cost of an amp or a guitar to the E.E.C. is £25. Please email sales@fretmusic.co.uk for a quote.

Please ask for a quote on delivery costs to destinations outside of the UK.

Small Orders
Orders which are small enough will be sent by Royal Mail recorded delivery, and will require a signature upon delivery. Delivery time is expected between 1-3 days, and will be fully insured. The receipts for the item will be enclosed. If the customer is not at home at time of delivery, a card will be posted through the door, so that the item can be collected from the local depot.

Large Orders
For larger orders, the items will be sent by our courier service which is tracked and insured. Orders received before 12 midday will normally be dispatched that same day, providing the item is in stock. We pay for next day delivery, however please be aware that it can take up to 2 to 3 days if a situation occurs which is out of our control.

If delivery is attempted when no-one is at home, the parcel is then routed to the local depot. A card will be posted through the customers door with the parcel reference so that the customer can arrange collection.

Please call on freephone 0800 328 0887 for further information.


    



 

Refund and Returns

Returns and refunds
Under current Distance Selling Regulations you have 14 working days from the date you receive the product to return your order for a refund if you're not happy with it. We will require you to pay the delivery costs back to us and you will need to contact us first to arrange for a returns number and address. The item will also need to be returned in all the original packaging.

Damaged Products
Occasionally products can be damaged in transit. We will replace or repair any items that are damaged in transit, however, please report the damage to us by email or phone within two working days of receiving the delivery.

Faulty Goods
If a product develops a fault and it is still in warranty, up to 30 days from receipt we will arrange to collect it. After 30 days you must return it to us suitably packed and we will arrange to replace or repair the item and return it to you.

If you are unsure about a warranty or return please contact our dedicated team and we will be happy to help.

Part Exhcange

It’s really nigh on impossible to part exchange your unwanted items on the Internet without an awful lot of palaver and placing a trust in the other persons honesty. Fret Music however have done just this many times with very few occasions when there was a problem. It does involve a lot more organisation in the form of descriptions, pictures and collection by our carriers but it’s never a major problem.

We love part exchange. It gives us access to individual items of stock that provide more interest for our customers and provides you, the customer, with the ideal opportunity to dispose of them. This suits many people who do not wish to deal with strangers in their home or the hassle of sites like Ebay.

It’s usually a win-win situation. You still get the best price but without the hassle of selling your own item.

If you buy an item from Fret Music please remember that we offer an upgrade service. It’s in our best interests to keep a customer for life and providing this opportunity for you to change your instrument maintains our relationship.
 

Terms and Conditions

Payment Information
We endeavour to keep prices up to date but reserve the right to make changes without prior notification. All prices include vat.

It is possible that a pending order especially an item with a wait time in excess of one month will increase. Price changes will be advised. In the event of a custom or unusual item a non-refundable deposit will be charged at a percentage determined at the time of order.

We accept credit card and debit card payment. We accept Visa, MasterCard, American Express, and Switch cards. We do not charge for any normal stock item until it is ready to ship. You may send your credit card information via phone, fax, email or mail.

Security
All credit card numbers are encrypted when the order is placed using 128-bit encryption. We do not hold sensitive information on our site. Should anyone gain unauthorised access to our database, the information they obtain will not allow them to recover credit card details. Back Orders

If the item you require is not in stock it will be back ordered and you will be advised on an estimated time of arrival. Unless a special order as described in above (payment information) no charge will be made to your card until the goods are ready for dispatch. You will always be emailed with the option to cancel your order if you would rather not wait.

Images
Please note images are for guidance only.

The On-Line Trade Terms and Conditions
No contract will exist between you and Fret Music Ltd or any of its subsidiaries for the sale by it to you of any product unless and until Fret Music Ltd accepts your order by confirming that it has shipped your product. For the avoidance of doubt, any such contract is considered to have been formed within the United Kingdom and is interpreted and enforced in all respects in accordance with the laws of England, and you and Fret Music Ltd irrevocably submit to the non-exclusive jurisdiction of the English Courts.

Cancellation
You may cancel your contract with us for the goods you order at any time up to the end of the seventh working day from the date you place your order. You do not need to give us any reason for cancelling your contract, nor will you have to pay any penalty.

To cancel your contract you must notify us in writing, quoting your name and order reference.

Email: sales@fretmusic.co.uk

11-13 Church St Shirley Southampton SO155LG

We hope you will be happy with any product purchased on our website, but if you wish to return an item to us then we aim to make it as quick and convenient as possible. Any stock item may be returned for any reason within seven working days from the date of delivery so long as it remains in a saleable condition. We will refund the price of the item but not the delivery to the purchaser. Please note that, with the exception of faulty merchandise, we cannot exchange or accept the return of certain items, which have been opened and used.

This does not affect your statutory rights. If you have received the goods after you cancel your contract then you must send the goods back to us at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery you must send the goods back to us as soon as possible without unpacking them. Once you have notified us that you are cancelling your contract, any sum debited to us from your credit card will be re-credited to your account as soon as possible and in any event within 30 days of your order, provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you.

We reserve the right to cancel the contract between us if
  • We have insufficient stock to deliver the goods you have ordered or the product has been discontinued
  • We do not deliver to your area or country
  • Any of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers. If we do cancel your contract we will notify you by email and will re-credit to your account any sum deducted by us from your credit card as soon as possible, but in any event within 30 days of your order. We will not be obliged to offer any additional compensation for disappointment suffered.

Returns and refunds
Under current Distance Selling Regulations you have 14 working days from the date you receive the product to return your order for a refund if you're not happy with it. We will require you to pay the delivery costs back to us and you will need to contact us first to arrange for a returns number and address. The item will also need to be returned in all the original packaging.

Damaged Products
Occasionally products can be damaged in transit. We will replace or repair any items that are damaged in transit, however, please report the damage to us by email or phone within two working days of receiving the delivery.

Faulty Goods
If a product develops a fault and it is still in warranty, up to 30 days from receipt we will arrange to collect it. After 30 days you must return it to us suitably packed and we will arrange to replace or repair the item and return it to you.

If you are unsure about a warranty or return please contact our dedicated team and we will be happy to help.

Shipping and delivery
Delivery on all mainland UK orders over £150.00 will be free except where a surcharge is shown. For all other mainland UK orders the delivery will be charged as stated.

If the item you require is in stock we will usually send the goods out the same day, provided the order is received before 12 noon. We use Parcelforce for the delivery of small items and national couriers for larger goods.

Collect From Store
If you would rather come and collect your item in person please select the 'Collect from Store' option during the checkout process (no delivery charge will be added). As with a normal order you will be asked to supply card details. These will simply be used to reserve your items for 7 days; no money will actually be taken until you come to the store to collect and pay for your item.

Similarly, you will also be asked to provide delivery details, simply in case you later request us to deliver your order, if you are unable to collect. When collecting your order simply print out the confirmation form and present it to a member of staff, who will then locate your item from our stock. Please note: For all orders outside mainland UK the cost of delivery will be listed as 'To Be Confirmed' (TBC). We will then shop around to find you the best delivery price available.

You will be contacted regarding delivery costs shortly after placing your order and no payment will be taken until we receive confirmation that you are entirely satisfied with your order and the delivery charge.

Fret Music Ltd will not make any profit from the eventual cost of delivery and the quoted price will include insurance.

If the item you have ordered is out of stock we will keep you abreast of the estimated delivery details so you can keep track of your goods.

Trademarks
Logos and other services referenced on this Web site are trademarks or registered trademarks of Fret Music Ltd in U.K. Other product and company names mentioned on this website may be the trademarks or registered trademarks of their respective owners.

Disclaimer
To the fullest extent permitted by law, Fret Music Ltd is providing this web site and its contents on an "as is" basis and Fret Music Ltd makes no representations or warranties of any kind with respect to this web site or contents, materials or products included in this site. In addition, Fret Music Ltd does not warrant that the information accessible via this web site is accurate, complete or current. Price and availability information is subject to change without notice.

Except as specifically stated on this Web site, to the fullest extent permitted at law, neither Fret Music Ltd nor any of its subsidiaries, directors, employees or other representatives will be liable for any claimed damages arising out of or in connection with the use of this Web site or the information, contents, materials or products included on this site. For the avoidance of doubt, Fret Music Ltd does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of Fret Music Ltd, its subsidiaries, directors, employees or other representatives.


WEEE Regulations:

The Waste Electrical and Electronic Equipment (or WEEE) Regulations are now U.K. law. All European member States including the U.K. have agreed to reduce the amount of WEEE that is being disposed of in landfill sites.

It is important that the amount of WEEE sent to landfill sites is reduced because:

  • Some WEEE can be re-used or recycled. The amount of landfill space available in the UK is decreasing. If we can keep WEEE out of landfill sites it means there is more landfill space available for non-recyclable waste.
  • EEE can contain hazardous substances. When left in landfill sites the hazardous substances in WEEE can pollute soil and contaminate water supplies. This contamination can damage human health and the environment.


Distributors of new Electric and Electronic Equipment (or EEE) have a part to play in reducing the amount of WEEE going into landfill sites.

Fret Music Ltd are “doing our bit” under these regulations by offering our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product.

For example, if a customer bought a new multitrack recording unit from us we would accept their old multitrack recording unit and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item. Customers do not have to pay for the transportation of their WEEE to our premises.

If you wish to return your WEEE item, please contact us on 023 8077 4433.

The customer has to cover the cost of the WEEE item being returned for recycling.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown above.

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste.

Teachers We Recommend
Please check with the individual teachers with regard to vetting (eg CRB checks)

Contact details:
Fret Music LTD
11-13 Church St
Shirley
Southampton
SO15 5LG

Tel 023 8077 4433
Fax 023 8070 4116

VAT Reg Number 329 8820 24
Co Reg No 1485130

Privacy Policy

This section explains the Fret Music policy regarding information that is stored on you.

When you place an order with Fret Music we have to record your name and address(es) so we can fulfil your order request. These form a permanent accounting record and cannot be removed as they may be required under the Companies Act audit or some other Legal compliance.

We can assure you that our system is secure, and that your details are perfectly safe. All information is collected on a secure server (you will see the padlock in your browser displayed). We never store credit or debit card details, only customer details. Even when you access your account via your password, you are only shown part of your information.

Please also be aware that Fret Music does not hold names and addresses for any third party company. Your details will never be passed on and we will not contact you with product information unless you have requested that we do.

If you require any more information on the privacy policy of Fret Music then please contact us using the section provided.

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