Goods Purchased in Store:
Our in store policy is that “all sales are final", if you’ve visited, tried something in person while using our service, expertise etc, then there is no legal or moral responsibility for refunds. We will allow for an exchange in certain circumstances, get in touch to discuss your situation further.
Returning Goods Purchased Online:
You have 14 days from the time you receive the goods to notify us of your intention to return the item. Please contact the team at 01603 623563 or guitars@cookes.co.uk to begin the process. Once authorised you will have 14 days to return the goods back to the store for a full refund. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange unless it is faulty.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned such as hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
- Downloadable software products
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted: (if applicable)
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at guitars@cookes.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to theteam@cookes.co.uk and send your item to: 34 St Benedicts Street, Norwich, Norfolk, NR2 4AQ, United Kingdom.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, you should mail your product to: 34 St Benedicts Street, Norwich, Norfolk, NR2 4AQ, United Kingdom.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Faulty Goods Within 30 Days of Delivery:
While we ensure that goods are fully functional and to the manufacturers specifications, faults outside of our control can sometimes unfortunately occur after purchase. Please contact the team at 01603 623563 or guitars@cookes.co.uk if your item develops a fault, please include as much detail as possible and include photos/videos detailing the issue; we will offer troubleshooting to help resolve if this is possible. If the fault cannot be resolved, we will arrange for an in store assessment or a return to the manufacturer for a repair or exchange.