- Shipping and Returns
Kenny's Music Terms and Conditions for the Delivery of Goods
When will I receive my order?Orders of items that are in stock placed before 2:00pm weekdays will be dispatched same day, weekend orders will ship Monday, all on a next working day service. If you need your item delivered on a specific day, you can leave a comment in the box at the checkout and we'll take it from there. Please note items shipping from our Aberdeen store may require a 2 day shipping service.
Once your order has been arranged for collection with our courier (DPD), you'll receive a tracking number and you'll also receive a one hour delivery window for when your shipment will arrive, no more waiting in all day.
Can I ship my item to a different address?We know that sometimes making sure you're in for a delivery can be a pain, so you can specify a different shipping address at the checkout (just make sure your billing address matches your payment card!).
Is my item in stock?The way our stock system works is in such a way that as soon as something is sold in store, it is no longer available online. You can buy with confidence knowing that your purchase is yours.
Can I return my order?If you have simply changed your mind and wish to return your item, let us know within 14 days and we'll arrange the return and refund with you. All returns are subject to Kenny's Music returns policy. Applies to online & distance sales orders only.
Any further questions?If you have any questions relating to your order or anything in general, give us a call on 01383733353, or get in touch using our contact form
*The below returns policy applies to online and distance sales purchases only, for details on our in-store returns policy, please contact your local store.
Where & when do we deliver
Depending on collections arranged with our warehouse, orders placed after 2pm may also ship the same day, you will be notified if this is the case.
** Please note that items that are shipping from our Aberdeen store may require 2 days to ship.
*** "Next Working Day" shipping refers to the courier service by which your goods will be shipped. It is not a guarantee of next-day delivery. Orders placed after 2pm will typically ship the following day, Heavy Goods orders (eg heavy upright Pianos) can take 3-4 days to arrive. A despatch date/delivery date is displayed on each product page underneath the 'add to cart' button.
Kennys Music offers free mainland UK shipping on all orders over £99, and free Saturday mainland UK shipping on orders of £399 and above.
For orders under £99/International orders - delivery charges apply to your order based on the value of your order and type of delivery:
This delivery charge is calculated, and displayed during the checkout processHighlands & Islands Shipping
Please note that if your postcode falls into our courier's "Highlands & Islands" category, your delivery may be a 2-working-day service.
You will be informed of this at the checkout. A shipping charge may apply.
Sales to Jersey and Guernsey will have the UK 20% VAT removed upon entry of address at the checkout, this will then be exported by us and shipped on a 2-working-day service.EU & Worldwide Shipping
We ship to the following countries:
Austria, Australia, Belgium, Czech Republic, Denmark, France, Germany, Italy, Japan, Luxembourg, Netherlands, Norway, Poland, Portugal, Republic of Ireland, Russia, Slovakia, Slovenia, Spain, Sweden, United States.
A delivery charge and time-frame for each country will be displayed at the checkout upon entry of delivery address.
KENNY'S MUSIC RETURN POLICY
If you have simply changed your mind:
If you have received an item which you have decided you do not actually wish to keep for whatever reason, then you must inform us within 14 days. The easiest way to do this is to complete the Contact Us form provided on our website ensuring you have filled in all the required information, which will help us to process your return quicker.
Items returned to us must be in the same condition they were shipped in, in any outer packaging that they were shipped in. Do not ship return items without an outer box, as the goods may be damaged in transit.
The goods to be returned must be done so at your own expense and should be sent via a recorded method or courier. If preferred, we can arrange an uplift of the goods from you on your behalf using our courier, this will incur an uplift charge of £14.99. Please note - if you opt for Kenny's Music to arrange an uplift of a returned item, Kenny's Music is not liable for any damage to the item in transit.
Please note that any initial shipping charge paid to ship the original order is non-refundable.
Items that are affected by personal hygiene (Microphones, Earphones, In-ear monitor systems) can only be returned if still sealed and unused. Please inspect such items carefully before opening. This is covered under the Distance Selling Regulations, 28(3)(a) that states - "The rights conferred by this Part [i.e. cancellation and refund rights] cease to be available in the following circumstances ... in the case of a contract for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery"
Online Finance Applications
KG Music Limited offers several financial packages for UK customers. Finance agreements online are arranged by V12 Finance.
There is the right to cancel the finance agreement with the lender (V12) within 14 days of signing. In the event of such a return occurring, the V12 finance agreement will be cancelled upon receipt of the goods back into our possession by us, and any deposit paid will be returned to you through V12. If you wish to return an item to us purchased through online finance, please let us know within 14 days.
About V12 Finance
V12 Retail Finance Limited. Registered in England and Wales 4585692.
Registered Office: One Arleston Way, Solihull, B90 4LH. Authorised and regulated by the Financial Conduct Authority.
FCA registration number: 594229.
20 Neptune Court, Vanguard Way, Cardiff CF24 5PJ - Tel: 029 2046 8900
This Return Policy applies to all items purchased through the Website and shipped within the United Kingdom, under the Terms and Conditions of Sale i.e. to any Goods which were supplied in error, were incomplete, damaged or faulty, as well as in case of your exercise of the right of withdrawal further detailed in our Terms and Conditions of Sale.
Please note; we do not issue Returns Numbers for any returns. Your Order Number will be used for all communication.
Returned Items falling within the Warranty Period:
If your item develops a fault after the 7 working day period but is within the warranty period of the manufacturer/distributor, then you will be entitled to a warranty repair. Please contact us on 01383733353, or use the contact form to inform us of the fault.
If the above applies to you, after getting in touch with us please ship the item back to us at your earliest convenience. Return of goods for warranty repair must be shipped at your own expense, or alternatively we can arrange to have the goods collected from you (a charge will apply). Kenny's Music is not liable for any damage in transit to goods being returned for warranty repair.
Items Faulty on Arrival:
If you receive your item and find it to be faulty, you have 7 working days in which to inform us of the fault. We will then arrange to collect the item from you and once the fault has been verified, we will either replace or fully refund the item for you. All refunds are processed back to the original method/card used for payment. If however, the item is found to not be faulty, you will be charged for all return carriage costs incurred by us. Please make sure all faulty items are returned in all original packaging, and in a suitable protective outer box.
Items Damaged in Transit:
In the event that you sign for an item that has clearly been damaged in transport, in the first instance this should have been signed for as so, by adding a comment to your signature for the items with the courier. You must inform us within a 2 working day period if you have accepted goods which were clearly damaged when you received them by completing the Contact Us Form with all the required information. Items must then be boxed in all original packaging, whether that packaging is damaged or not and again complete with any/all accessories, including paperwork and manuals. We will then arrange collection of the item. Once we receive the item back into our warehouse we will send a replacement item out to you or if requested, we will issue a full refund to you onto the original card used for payment of the item.
In all cases, any goods being returned must be adequately packaged and protected. Kenny’s Music will not be responsible for any damage or loss of goods that occurs in transit back to us.
Kenny’s Music reserves the right to refuse delivery of unpackaged items.
Please send all returns to:
73 Elgin Street
How your personal data are processed
For the processing of your personal data when you return, or receive a refund, please see our Privacy Statement.
Above all else we will do everything in our power to make your transaction as smooth as possible, if any further help is required please do not hesitate to call us or get in touch via the contact form.
Kenny's Music is governed by the 1974 Sale Of Goods Act.