Returns & Refunds

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.  To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@stringsdirect.co.uk.

If your return is accepted, we will send you instructions on how and where to send your package.  Items sent back to us without first requesting a return will not be accepted.  Please note that returns will need to be sent to the following address:

Strings Direct
Unit 2 Roachview Business Park
Millhead Way, Purdeys Industrial Estate
Rochford
Essex
SS4 1LB

You can always contact us for any return related questions at info@stringsdirect.co.uk.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Certain types of items cannot be returned, such as strings, perishable items, software, and custom or special order products, unless proven faulty as per the faulty goods section below. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Faulty Goods

If a product becomes faulty within 30-days of the date of delivery, we will arrange for the return and replacement of faulty goods within the UK. Outside of 30-days from the date of delivery to a maximum of 12 months, we will arrange for the return of faulty goods from us to the manufacturers for repair, under the terms of manufacturer's warranty. Any returned goods must be properly packaged and suitable for transportation. After 12 months the purchaser will be liable for any carriage costs and repair costs (unless of course the item still falls within the manufacturer's warranty period).

This policy is invalidated if the goods have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser and we reserve the right to assess any goods before agreeing to take any action. Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.

Refunds can only be made by the method originally used to pay for the goods. The funds should appear on the customer's bank statement within 3-5 working days - please note that refund times are dictated by the card issuers and are outside our control.

Exchanges

We are able arrange an exchange is special cases, however the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@stringsdirect.co.uk.

European Union 14-day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.