Customer Service

Delivery Procedure

We can currently only ship to addresses in the UK (including England, Northern Ireland, Scotland and Wales).

If delivering to an address which is different from your Billing Address, a landline telephone number MUST be provided for security reasons. If no such number is given, we may contact you for more details on the delivery address before the order can be completed.

If you place your order before 1pm on Monday to Friday we will usually despatch your order the same day (assuming the item is in stock) , and any orders placed after 1pm will be sent out the next working day. If we experience any problems while processing your order we will contact you by email or telephone.

Next Day Delivery

All products you order from us will be despatched via our Insured 24-hr Courier Service, run by Interlink Express. Next Day Delivery means from the point of despatch, so processing may take a few extra days depending on the availability of the products.

Our Delivery costs are £6.99 for items under £148.99

or

FREE (£0.00) if the item costs £149.00 or more.

If products are in stock

UK Mainland

If we receive your order before 1pm your order will normally be shipped the same day. You will receive confirmation of this by email along with your invoices attached and any tracking numbers.

NON UK Mainland (Inc. Scottish Highlands)

If we receive your order before 1pm your order will normally be shipped within 2-3 working days. You will receive confirmation of this by email with your invoices attached and any tracking numbers.

If products are out of stock

If your order contains any items which are ‘out of stock’ you will be contacted by a member of our team who will advise you of the earliest delivery date.

If you have any comments or queries in connection with delivery and stock availability please email orders@pmtonline.co.uk

Frequently asked questions

When will payment be charged to my order?

If your item(s) is in stock payment will be charged in full at the time that your order is processed. If your item(s) is out of stock, we will contact you to advise of a possible manufacturer order, and payment will not be taken unless you are happy to go ahead with the order.

When can I expect to receive my goods?

For items that we have in stock (over 5,000 different products at any one time), we will usually despatch your order the same day, providing you order before 1pm, Monday-Friday. All orders are despatched via Next Day Delivery and will arrive the next working day excluding weekends and bank holidays. Please note: this is all subject to stock availability and some products make take longer to process than others.

If you place an order on the site and it is not currently in stock, we will contact you by email within one working day to let you know how long you can expect to wait.

What should I do if my items are damaged when they arrive?

Please write the word 'damaged' on the courier's delivery note, and notify our Service team on 01702 436501 within 7 days of purchase. We will then arrange for our courier to collect the damaged item.

A collection can be arranged from a UK mainland address other than the delivery address if it is more convenient. If the item is found to be damaged, we will replace it with a new unit (stock availability allowing) and deliver it to you by courier; free of charge.

What should I do if my equipment is faulty?

If you think your equipment may be faulty when it arrives, or if it develops a fault during the warranty period, please firstly double check the user manual. The problem may be due to a part of the operation of the equipment of which you were previously unaware. If there is still a problem, please email our Service Department here at returns@pmtonline.co.uk

Under manufacturer warranty, you are required to send the faulty unit back to us first, where we can then have it returned to our suppliers for repair or replacement. We will then ship the new unit back to you free of charge. Some manufacturers allow the unit to be picked up from the customer and sent straight back to them, you will be notified of this if this is the case.

If the fault is deemed to be the result of 'misuse', for example, where speakers have blown due to being overdriven (whether accidentally or not), or where the item has been dropped or had liquid spilt in it etc, then this will be deemed to be a non-warranty repair. Items that are subject to mechanical wear are not usually covered by warranty, e.g. speaker cones, Valves, DJ mixer crossfaders etc. And costs will incur should you wish to get them repaired/replaced.

If your item develops a fault outside of the warranty period, you can still send it back to us for repair. However these repairs will be charged for dependant on the fault, and the type of item.

Can I cancel my order or return my goods?

If you ordered by phone or internet, you can request to cancel your purchase up to 7 working days after delivery by emailing returns@pmtonline.co.uk and following the steps given in our reply.

Certain Items are unable to be returned under our 7-Day Moneyback Guarantee, these include:

• All microphones, headphones, earphones, in-ear monitoring devices, brass and woodwind mouthpieces, and any other items that touch your mouth, nose, or ears cannot be returned for refund during our 7-Day Moneyback Guarantee due to our Health and Safety laws.

• Goods ordered specifically to meet a customer's requirements cannot be returned either, for example, a Fender Custom Shop Guitar.

• Software, media, sample CD’s and any other copyrighted goods cannot be returned for refund under the 7-Day Moneyback Guarantee. If available please utilize online trial periods before purchasing your order.

• Hardware and software bundled products (such as NI Guitar Rig - Kontrol Edition, Traktor Scratch or Digidesign products) are also unable to be returned. If available please utilize online trial periods before purchasing your order.

You will receive a full refund, provided you return the product to the store or arrange for it to be collected by us (free for mainland UK addresses if the return is as a result of our error). Whatever the return method, please ensure that the item is packed to at least the same standard you received it in. We are not responsible for damage in transit if you use your own courier or if the item is insufficiently packed.

We CANNOT accept your purchase back if:

• You did not order the product by mail order or internet
  
• You return the product to the store without proof of purchase
  
• The product and its packaging is not returned in its original condition, is damaged or is missing parts
  
• The product consists of Microphones, headphones, earphones, in-ear monitoring devices, brass and woodwind mouthpieces, and any other items that touch your mouth, nose, or ears
  
• The product is software or pre-recorded media of any type
  
• The product was specially built or customised to your specification, e.g. computer systems, flightcases etc
  
• The product was purchased for professional or semi-professional use
  

If at any stage you feel we have failed in the operation of these policies, please email Support at: support@pmtonline.co.uk - as we would like to put it right for you.