Returns at PMT
We understand that for many customers buying the perfect gift for themselves or someone special can be a bit of a stress and you want to get it right.
To that, we’ve introduced an Extended Exchange period for orders placed between Monday 24th October and Saturday 24th December, allowing you to exchange for another product up to the 31st January 2023.
To be eligible for the Extended Exchange;
- Items must be purchased between 00:00 on Monday 24th October 2022 and 23:59 on Saturday 24th December 2022.
- Items must be in their original and unopened packaging.
- Eligible orders can be exchanged until 23:59 on Tuesday 31st January 2023.
For more information on PMT Christmas opening times and more, please head to our Christmas page.
To find out whether your order is eligible, please see our Exclusions below and read our Terms and Conditions here.
EXTENDED CHRISTMAS EXCHANGE PERIOD
Don’t worry if a Christmas present isn’t quite right. We’ll happily swap it for something that is until 31 Jan 2024.
- Applies to all purchases made from 11th November – 24th December.
- Just visit us in store or contact our online help team before 31st January to organise an exchange.
- You can exchange your purchase for anything else – if it’s more expensive you’ll just need to pay the difference.
- If you want to exchange via post, we’ll just ask you to cover the shipping costs.
- Our extended period only applies to exchanges. Our standard returns policy applies.
- Excludes products with hygiene seals, software and media and special orders that have been personalised.
Items Bought Online
If you and your new item aren’t getting along, you have 14 days from when you receive the goods to contact the PMT customer service team either by phone or email to return your item or organise an exchange for something more suitable*.
After you’ve spoken to us, you have another 14 days to get the goods back to us. Your item MUST be in brand new, mint condition with full packaging intact, otherwise we may have to charge you a restocking fee.
The easiest and cheapest way to return an item is to bring it into your local store (but don’t forget to speak to our customer service team first to arrange a return). Otherwise you can post your item back to us yourself, or ask our customer service team to organise a collection from your home.
If you ask us to collect an item because it is unwanted there will be a £15 fee per box for small boxes and £26.99 for large items (e.g. guitars, keyboards and drums). In some situations we may ask you to pay a restocking fee too.
Refunds can take up to 5 working days to process once we have received your item back and depending on your payment type.
For more information visit our T&Cs .
Items Bought In-Store
If you've changed your mind about something you bought in-store, bring it back within 14 days of purchase and we'll be happy to exchange it for another product, a gift card or store credit.
The item being returned must be in "as new" condition and we reserve the right to charge a re-stocking fee if the external or internal packaging is missing, partially missing or damaged.
Your statutory rights are not affected.
Tubes and valves within amplifiers are covered within 90 days of purchase. Speak to our guitar experts or returns department for advice on any issues with your amp and we'll be happy to help identify the fault.
It's fair to say the majority of the staff here are musicians or ex-rock gods, so we know things go wrong from time to time with your gear, and usually right before your gig! It's rare, but it happens.
But never fear: with a minimum of 2 years warranty across all products, and up to 5 years (depending on the individual manufacturer's warranty) we will ensure we repair or replace your product for you with minimum hassle and keep you up to date on the progress.
Even if anything goes wrong outside of the warranty period, don't panic! Manufacturers often have helpful, dedicated technical support teams to help, as well as our own staff that will do what they can to fix the fault remotely or advise on timescales and/or a cost of repair.
For more information on Cancellation/Unwanted Items, please see Section 4 of our Terms and Conditions here.
Please note extended warranties can rely on you registering your goods direct with the manufacturer after purchase.
There are some products which are excluded from our usual Returns and Warranty, as follows;
Special/Custom Orders - Any order that is custom or has been personalised.
Products with Hygiene Seals - Products with a mouthpiece or earpiece where the hygienic seal has been broken or separated e.g. Microphones or Headphones - this includes any products that include a microphone, such as a karaoke machine.
Software & Media - Any software or media that has been opened or registered via physical or digital means.