The Umbrella 30 Day Return Procedure

If you are not completely satisfied with any product, you can return it for a full refund or credit (of the product purchase price) toward a different product. We give you 30 days from the shipping date to make your decision. That’s the best terms in the music industry.

The following items are returnable only if defective OR unopened OR unused: strings, reeds, earplugs, recorders, tin whistles, harmonicas, drumheads, drumsticks, cleaners, polishes, customized items and special orders, and polishing cloths. Software, CDs, DVDs, and videos may be returned for credit only if they are in their original, sealed packaging. If defective, these items will only be exchanged for the same product. Umbrella Music only accepts returns made within the first 45 days from shipment.

If you would like to return any products, it must be shipped within this 30 day guarantee period. All returned items must include a Umbrella Return Number, be in the original packaging complete with all components including the warranty card and owner’s manual and show no signs of wear or abuse; otherwise the return will either be refused or subject to a 25% restocking fee.

What constitutes the product being in a “brand new” condition”?

Your item should be returned to us in the exact same condition you received it. This means that there should be no sign at all that you have played the product.

The product should also:

      *   Include an Umbrella Return Number (we will email this to you, you must print this off and include it in the box)

      *   Be in the original packaging complete with all materials such as cases, straps, cables, care kits, certificates of authenticity, warranty cards, manuals, and any other materials that  originally shipped with the instrument;

      *   Be in brand-new condition, showing no signs of wear or use such as scuff marks.

Refunds are made for product value only, excluding shipping and handling charges. You will be liable for the cost of sending the item back to us (unless the item is returned within 7 days). Please note we cannot accept items such as Yamaha Clavinovas which are set up, you will need to re-package the piano first and have kept the original packaging otherwise we will not be able to offer a refund. Once your item is returned our warehouse will make sure the product is in brand new condition. When we are satisfied that this is the case we will refund your card minus the shipping costs.

Under the EU’s long distance selling rules you have 7 Days “cooling off” to cancel your selling contract with Umbrella Music. This means that you have up to 7 days from the date of purchase to completely cancel your involvement with us. You are liable for the cost of returning the goods to Umbrella, however under this agreement we must refund you your initial shipping costs. We can arrange the collection of your product or you can sort this out yourself, but please be aware you will be liable for any damage that occurs in transit to us.

If your item develops a fault within 30 days that is covered under the manufacturer’s warranty we can either replace the item, have it repaired or offer a full refund. If your item develops a fault after 30 days but within the warranty period then we will repair the item and have it returned to you. This is usually completed within 14 days and Umbrella Music will cover all delivery costs. If you have ordered from us outside of the UK unfortunately you will be liable for all delivery costs that are incurred.

Cost of returning your goods to us under the Umbrella Returns Procedure. (UK Main Land)

Small Items and products weighing up to 20KG: £12.00

Digital Pianos and heavy/bulky items (up to 45KG): £25

Digital Pianos and heavy/bulky items (over 45KG):  £45

Acoustic Pianos: £250

If you would like to swap a product with another product form Umbrella we can do this. The costs are as followed:

Small Items and products weighing up to 20KG: £15.00

Digital Pianos and heavy/bulky items (up to 45KG): £30

Digital Pianos and heavy/bulky items (over 45KG):  £55

Acoustic Pianos: £300

Please note if we are swapping a digital piano and it is set up in your house you must have the piano boxed in its original packaging before we can initiate a swap.

You are of course more than welcome to return your product through your own shipping method but please note you will need to arrange your own insurance, and you will be liable for ANY damage caused in transit.

If you require any clarification on the Umbrella Music Returns Procedure then do not hesitate to call us on 0845 500 23 23


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