At Westmount Music, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help.
Returns
You have 30 days to return an item from the date you received it. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, with all accessories, manuals, and components intact.
Certain types of goods are exempt from being returned. These include:
- Custom orders
- Opened software or media (CDs, DVDs)
- Perishable goods (such as reeds and mouthpieces)
- Gift cards
To initiate a return, please contact our customer service team at [customer support email] with your order number and reason for the return. We will provide you with a Return Authorization number and instructions on how to send the item back to us.
Refunds
Once we receive your item, we will inspect it and notify you that we have received your returned item. After inspecting the item, we will notify you of the status of your refund.
If your return is approved, we will initiate a refund to your original method of payment. The refund will be processed within 5-7 business days, depending on your card issuer's policies.
Please note, original shipping costs are non-refundable unless the item is faulty or you received an incorrect product.
Exchanges
If you need to exchange an item for a different size or model, please contact us at [customer support email]. Exchanges will be subject to product availability. If the replacement item is of higher value, we will contact you to process the difference in payment.
Shipping Costs
You will be responsible for paying your own shipping costs for returning your item, except in cases of defective products or errors on our part. If you receive a refund, the cost of return shipping may be deducted from your refund if applicable.
Non-Returnable Items
Several types of items cannot be returned. This includes:
- Custom-made or special-order products
- Items that have been personalised
- Opened software or downloadable products
- Health-related products (e.g., in-ear monitors, earplugs) for hygiene reasons
- Gift Vouchers and Gift Cards
Late or Missing Refunds
If you haven’t received a refund within the stated time frame, first check your bank account again. Then, contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at [customer support email].
Contact Us
If you have any questions regarding our refund policy, feel free to contact our customer service team at info@westmount-music.co.uk