Refund policy

Returns and Refunds Policy
We hope you love your order. Please read the below carefully before purchasing.

UK and EU customers
If you are a UK or EU consumer purchasing online, you may have the right to cancel your order within 14 days of receiving it.
To request a cancellation or return, please contact us at hello@emmasmithmusic.co.uk within 14 days of delivery.
Items must be returned unused, unworn, in their original condition and packaging, with any tags or seals intact.
Customers are responsible for the cost of returning items unless the item is faulty, damaged, or incorrect.
We do not offer additional goodwill returns beyond your statutory rights.

US and rest of world customers
For customers outside the UK and EU, all sales are final unless an item arrives damaged, faulty, or incorrect.
If there is an issue with your order, please contact us at hello@emmasmithmusic.co.uk within 7 days of delivery with your order number and clear photographic evidence.
We will review each case individually and, where appropriate, offer a replacement, refund, or other suitable resolution.

Non-returnable items
For hygiene, licensing, and product protection reasons, certain items cannot be returned once opened, used, worn, unsealed, or personalised.
This includes sealed audio or video products, such as CDs, vinyl, DVDs, or similar items, once the seal has been broken, unless the item is faulty.
Personalised, signed, made-to-order, sale items, and gift cards are also non-returnable unless faulty.

Damaged, faulty, or incorrect items
Please inspect your order as soon as it arrives.
If your item is damaged, faulty, or incorrect, please contact us immediately at hello@emmasmithmusic.co.uk with your order number and clear photographic evidence.
We will review each case individually and, where appropriate, offer a replacement, refund, or other suitable resolution in line with your legal rights.

Customs, duties and import taxes
Customers are responsible for any customs duties, import taxes, handling fees, regional charges, or other costs applied by their country, state, local authority, or delivery provider.
These charges are set by the destination country or region and are not controlled, collected, or retained by Emma Smith Music.
We are unable to refund orders that are refused due to unpaid customs charges.

Refunds
Once we have received and inspected your return, we will confirm whether your refund has been approved.
Approved refunds will be made to the original payment method. Please allow time for your bank or payment provider to process the refund.
Items sent back without contacting us first may not be accepted.