Delivery & Returns

Delivery

We aim to process and dispatch all order within 24 hrs after payment is received, except where an extended lead time is specifically cited. Customers can choose their preferred delivery method and its associated cost. Smaller items will be generally sent via 2nd Class Royal Mail, which can have a lead time of 2-3 days, depending on circumstances. First Class Royal Mail should have a 1-2 day lead time.

If you prefer delivery by another carrier which is fully tracked and requires a signature, an additional cost will be applied at the time of checking out. Whichever carrier is used, we will provide you with a link to track your package online.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees will vary according to total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects. Boxes are amply sized and your items we will take care to ensure your purchase is well-protected and arrives safely.

Returns

There are of course specific rights that all consumers are entitled to, and we of course observe them. The circumstances for wishing to return an item differ, and we have provided some guidance on how these work and the quickest route to resolution.

Faulty Goods

Faulty Goods - Under the Consumer Rights Act, purchases that are returned within 30 days from the date of receiving the goods, and the item is faulty, then you are entitled to return the item for a refund of the goods. You are also entitled to a repair or replacement, depending on your preference. If it is over 30 days since your date of receiving the goods, you aren't legally entitled to an automatic refund but I will have to offer a repair or replacement where possible. In either of these cases, please always get in touch first and we can set about resolving this for you. I'm a small business owner and place high regard on the care of my customers. I will deal with you personally to resolve any issues that may exist as soon as possible.

I have bought the wrong item or simply changed my mind

If you have simply decided the item isn't for you, and have changed your mind, then you are again entitled under the Consumer Contracts Regulations to cancel your order within 14 days of your date the item was delivered to your address, and a further 14 days to ensure the goods are returned to Mole Sounds safely.

Returning the goods is entirely your responsibility, ensuring they return safely and the return postage costs will need to be covered by you. All items should be returned undamaged and in a condition that they maybe resold. If the item upon return is deemed unfit for resale, damaged or used incorrectly causing issues, then we are in our rights to decline the return/refund. If you have an item that you'd like to return as you've changed your mind or it isn't quite suited to you, then just simply get in touch within 14 days of the date the goods arrived with you, and ensure the goods are returned to us within a further 14 days, I will ensure you are refunded as soon as possible. You will be refunded to cost of the goods only, not the shipping costs.

Returns should be addressed to - Paul Napier, Mole Sounds, 5, North Street, Ipplepen, Newton Abbot TQ12 5RT.

If it is over 30 days since the date the goods arrived to you, then it is legally past the consumer rights act time-frame for return of a non faulty item. In this case, do feel free to contact me and we will asses the situation. It may well be that I am in a position to have the item back for stock, if it is in an unused as new condition, but may need to charge a re-stocking fee due to transactional costs and fees incurred in processing the order. This is discretional so please bare this in mind and be respectful of the situation in light of being over your legal rights under distance selling rules.

There are certain exceptions to these normal rules, as follows.

Conditions

• Items special-ordered at a customer's request may be returned at our discretion only.
• Items where there may be a hygiene concern if the product is used (e.g. microphones and earphones) may only be returned if the packaging is factory sealed and unopened.
• Items such as pickups that have been fitted and this is clearly evident.
• Effects pedals that have been mis-treated or affected by connection to an incorrect power supply.
• We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued or used otherwise in accordance to what would be deemed reasonable, normal use.

Returns Delivery Charges

Please note, unless your item is proven to be faulty after inspection and testing, you will be liable for any delivery costs associated with your return/exchange. These costs will vary, but typically, the cost of a courier collecting goods from your door to return to us will cost £15 for most items, providing you are situated in parts of the UK we work with. This may cost significantly more for very heavy, bulky items.

You are of course free to send the item back using your own delivery method (preferably a tracked, insured postal or courier service).

Creating A Return Request

The quickest way to do this is to contact us directly, via the phone or email. Call 07933554985, or email paul@molesounds.co.uk

Provide all information required to locate the order and verify that it is within the returns window.