Refund policy
Returns & Refunds Policy
Return Window
You have the right to return an item within 14 days of receiving it. To be eligible, items must be in the same condition you received them — unworn or unused, with all original packaging and accessories included. You will also need your receipt or proof of purchase.
How to Return
To start a return, please contact us at hello@musicvault.co.uk. We will provide full instructions on how to return your item.
Returns sent without contacting us first will not be accepted.
Return Shipping Costs
- If you change your mind, the customer is responsible for return shipping costs.
- If the item is faulty, damaged, or an incorrect item was sent, Music Vault will cover the return shipping.
Restocking Fee
For change-of-mind returns, a small deduction may be made from the refund to cover payment processing costs that are not refunded to us by our payment provider.
This deduction does not apply to faulty or damaged items.
Damaged or Faulty Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or incorrect. We will advise you on how to return the item at no cost to you.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including:
- Perishable goods
- Custom or personalised products
- Hazardous materials
- Sale or clearance items
Exchanges
The fastest way to exchange an item is to return the original item and place a new order for the replacement once the return is accepted.
Refunds
Once we have received and inspected your return, we will notify you if the refund is approved.
Approved refunds will be issued to your original payment method within 10 business days. Please note that your bank or card provider may take additional time to process the refund.
Contact
If you have any questions about returns or refunds, please contact us at hello@musicvault.co.uk.