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Refunds and Returns

Last updated: April 2026

We want you to be completely happy with your purchase from Narwhal Music. If something isn’t right, this policy explains your options. We comply fully with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. Your right to cancel (cooling-off period)

If you’re a consumer based in the UK or European Union, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason. This is your statutory right under the Consumer Contracts Regulations 2013.

To exercise your right to cancel, you must notify us within 14 days of receiving your order. You can do this by:

  • Emailing us at returns@narwhalmusic.co.uk with your order number and the items you wish to return
  • Using the returns form in your account at narwhalmusic.co.uk/my-account

Once you’ve notified us, you have a further 14 days to return the goods to us. We’ll confirm our returns address by email when you notify us.

Only unopened goods in eth case of music, or unworn goods in the case of clothing can be accepted

2. Condition of returned items

Physical goods must be returned in their original, unopened, and undamaged condition, including all original packaging, inserts, and any promotional materials included with the order. We reserve the right to make a deduction from your refund if the value of the goods has been reduced as a result of handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

We can’t accept returns of items that have been opened, played, or used unless they are faulty.

3. Digital downloads

Digital download products are exempt from the 14-day cancellation right once you have downloaded or begun downloading the content, in accordance with Regulation 36 of the Consumer Contracts Regulations 2013. By completing a purchase of a digital product and accessing the download, you acknowledge and agree that your right to cancel no longer applies.

If you have purchased a digital product but have not yet downloaded it, you may cancel your order within 14 days by contacting us at returns@narwhalmusic.co.uk.

If a digital download is faulty or not as described, please see section 5 below.

4. Return postage costs

If you’re returning an item under the 14-day cooling-off period because you’ve simply changed your mind, the cost of return postage is your responsibility. We recommend using a tracked service, as we can’t be held responsible for items lost in transit.

If you’re returning an item because it’s faulty, damaged, or not as described, we’ll cover the cost of return postage. We’ll either provide a prepaid returns label or reimburse your reasonable postage costs on receipt of the returned item.

5. Faulty, damaged, or incorrect items

If your order arrives damaged, faulty, or different from what you ordered, please contact us within 30 days of receiving it at returns@narwhalmusic.co.uk with:

  • Your order number
  • A description of the problem
  • Photographs of the damage or fault where applicable

We’ll arrange one of the following at no cost to you:

  • A replacement of the same item if stock is available
  • A full refund of the purchase price plus your original delivery charge
  • A partial refund if only part of your order was affected

Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy. Under that Act, goods must be of satisfactory quality, fit for purpose, and as described. If they’re not, you have the right to a repair, replacement, or refund for up to six years from the date of purchase.

6. Refund processing

Once we’ve received and inspected your return, we’ll process your refund within 14 days. Refunds are issued to the original payment method used at checkout. We’ll send you a confirmation email when your refund has been processed.

Please note that your bank or card provider may take additional time to credit the refund to your account. This is outside our control and typically takes 3 to 5 business days.

We’ll refund:

  • The full purchase price of the returned item(s)
  • The standard delivery charge you paid when ordering (if you’re returning your entire order)

We won’t refund the cost of any upgraded or express delivery option you selected unless the item was faulty or sent in error.

7. Exchanges

We don’t offer direct exchanges. If you’d like a different item, please return the original for a refund and place a new order. This ensures the fastest turnaround and guarantees availability of the item you want.

8. Limited edition and sale items

Limited edition and sale items are eligible for return under the same conditions as full-price items, provided they are unopened and in original condition. Your statutory rights are not affected by a product being on sale.

9. Merchandise and apparel

Clothing and apparel items can be returned within 14 days provided they are unworn, unwashed, and in original condition with all tags attached. For hygiene reasons we cannot accept returns of items that appear to have been worn.

10. International orders

Customers outside the UK are welcome to return items, but please be aware that:

  • Return postage costs are your responsibility unless the item is faulty or incorrect
  • We cannot refund any import duties or taxes you may have paid on delivery
  • Please mark your package clearly as “Returned Goods” to avoid additional customs charges
  • We recommend using a tracked international service, as we can’t be responsible for items lost in transit

EU customers retain the same 14-day cancellation right as UK customers under EU consumer law.

11. How to start a return

To start a return, please contact us at returns@narwhalmusic.co.uk with your order number and reason for returning. We’ll respond within one working day with next steps and our returns address.

Please don’t send items back without contacting us first, as unannounced returns may cause delays in processing your refund.

12. Contact us

If you have any questions about our returns policy or a specific order, please get in touch:

Email: returns@narwhalmusic.co.uk
Website: narwhalmusic.co.uk

We aim to respond to all enquiries within two working days.