Terms & Conditions
DELIVERY
Packaging and delivery costs are including in the overall price of each item. We aim to have your package delivered to you within 2-4 working days, however, for deliveries outside of the United Kingdom, please allow up to 15 days delivery time.
AMENDING AN ORDER
Please note, we can only amend the delivery details for your order if you contact us within 4 hours after your order has been placed and you have successfully checked-out. If you need to amend your order details (this includes delivery address, customer name, customer contact details) or need to cancel your order (this may also include cancelling the purchase of an individual product in an order of many products), please contact info@samlyon.co.uk quoting your order number (this should have been sent to you via email upon purchase). Any contact made after the 4 hour window of your order placement may not be responded to or received as your order will already be undergoing the preparation process ready for delivery.
REFUNDS & REPLACEMENTS
An item can only be returned if it is faulty, damaged, or the customer is requiring a different size (only applicable for clothing products). The product(s) in question must be returned in their original state, including all labels. Items can either be replaced or refunded at the customer's request, however, please note, any such action can only be taken if the customer has provided written evidence of the problem via an email to info@samlyon.co.uk. Upon receiving your email, only then can we go ahead with the refund or replacement process. We can offer partial refunds, should you want to return a single product from a large order. Refunds will only be returned to the bank account you used to make your purchase.
Within 30 days of your order being delivered to your door, you can exchange the product(s) you ordered for a different size of the exact same product as long as the preferred size being requested is available. Should you wish to process an exchange please contact us via email at info@samlyon.co.uk. Please be sure to include your order number so that we can trace your order.
Should we not have stock of your preferred size in a particular product, we can then offer you an exchange of a different product that equates to the same value as the original item.
Please note, we reserve the right not to accept an exchange if the product you wish to exchange is not sent back to us in the exact packaging it was received in, with labels attached, in resalable conditions.
STOCK SHORTAGES
Every effort will be made to ensure that we can fulfil your entire order once a purchasing contract (“sale”) comes into effect. However, if when preparing your order, we are unable to fulfil certain product(s) in your order:
1.1 We will notify you thereof by emailing you and by allocating store credit to your account to the value of the Rands paid for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please email info@samlyon.co.uk to inform our support team that you wish to have your store credit converted into a refund. Your refund will only be returned to the bank account you used to make your purchase.
1.2 and we do not notify you thereof via email beforehand, and you only become aware of the fact that the product(s) is/are missing once you receive your parcel, please contact us as soon as possible by emailing info@samlyon.co.uk to notify us thereof so that we can resolve the situation as quickly as possible. When contacting us via email regarding the missing product(s), please be sure to include your order number so that we can trace your order. Your order reference number can be found in your purchase confirmation email.
RETURNING NON-DEFECTIVE PRODUCT(S)
2.1 You are entitled to return any purchase made from the Sam Lyon Music Store, so long as the item is returned within 30 days of the product(s) being delivered. (Please note; 30 days from "delivery date", not from "purchase date")
2.2 Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging, with labels attached, and do not wear the product.
We will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site.
However, should we deliver the incorrect product(s) to you by mistake please do not remove the product from its original packaging, do not remove the labels or try the product on at all. Please contact the support centre at info@samlyon.co.uk quoting your order number as soon as possible to notify us thereof. We will resolve the error by arranging to refund the postage costs of returning the incorrect product(s) to us and to deliver the correct product(s) to you as quickly as possible. Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.
Please note, we reserve the right not to accept an exchange if the product you wish to exchange is not sent back to us in the exact packaging it was received in, with labels attached, in resalable conditions.
RETURNING DEFECTIVE PRODUCT(S)
Within 30 days of delivery of a product to you, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended (or otherwise expressly indicated by us at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) ("defective");
3.1 Please contact the support centre at info@samlyon.co.uk quoting your order number to notify us thereof. Depending on the damage or fault reported, we may or may not request pictures of the defective product, and request that the item is returned to us. Supposing that the item is proved to be faulty upon arrival, will arrange a refund for the postage costs of returning the item to us, however, proof of the return postage costs will need to be provided.
If the product is found to indeed be defective, you are entitled to either –
(a) be fully refunded, or
(b) have the product repaired or replaced at our expense (the decision between repairing or replacing being that of ours depending on availability and other relevant circumstances)
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund, and will not have your return postage costs refunded to you.
3.2 A product is NOT defective and you will NOT be entitled to any repair, replacement or refund under the general warranty above if –
(a) The faults/damage are a result normal wear and tear;
(b) damage arising from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
Exclusions
Unless defective, the following product types may not under any circumstances be returned to us:
4.1 For hygiene reasons, due to their nature: non-defective temporary tattoos. Even if the clear protector film is still in position, we do request that temporary tattoos are not returned as they can still be placed against skin.
4.2 Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by us.
4.3 Return procedure to be followed, as outlined in Section 3 of this Delivery and Returns policy. Please do not return any excluded items to us, as outlined in Section 4.
In the event of us having sent you an incorrect product, please follow the procedure as outlined in Section 3 of this Delivery and Returns Policy (Returning incorrect product(s).
Should you wish to return an item that is defective or fault, please follow the procedure as outlined in Section 3 of this Delivery and Returns Policy (Returning defective product(s).
Should you wish to return a non-defective product within 30 days of the date that is was delivered, please retain the product’s original packaging, with labels attached, and do not wear the product at all. Please follow the return steps as outlined below:
PROCESSING OF CREDITS AND REFUNDS
Should you be entitled to a refund for any reason, such refund shall either be effected on the credit/debit card used to purchase the product, or be deposited into the bank account used in the transfer within 10 days of the returned item having been cleared by our quality checking team.
If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
We unfortunately do not cover the return costs of items, only the delivery costs, unless in the circumstance that a product was proved faulty or damaged, in which case the item needs to be reported and dealt with by our quality assurance team before a return postage cost can be refunded. In the circumstance that a refund is offered for the return of a faulty item, proof of the return postage costs will be requested and must be provided by the customer in order to claim the refund.
Customers who are returning an item must be aware of the postage costs included. We do not take responsibility for the postage costs of an item that is being returned to us.
FRAUD PREVENTION
We reserve the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. We will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.
GENERAL TIME FRAMES
Please note; We do not take responsibility for any delays in the above time frames stated, they are simply our guidelines and what we aim to achieve. In circumstances that are out of our hands, such as postal strikes, or natural disasters such as flooding, please be aware that the above time frames could be affected. In these situations, there will be a notice on the Store page so that all customers are made aware of the current circumstance.
Packaging and delivery costs are including in the overall price of each item. We aim to have your package delivered to you within 2-4 working days, however, for deliveries outside of the United Kingdom, please allow up to 15 days delivery time.
AMENDING AN ORDER
Please note, we can only amend the delivery details for your order if you contact us within 4 hours after your order has been placed and you have successfully checked-out. If you need to amend your order details (this includes delivery address, customer name, customer contact details) or need to cancel your order (this may also include cancelling the purchase of an individual product in an order of many products), please contact info@samlyon.co.uk quoting your order number (this should have been sent to you via email upon purchase). Any contact made after the 4 hour window of your order placement may not be responded to or received as your order will already be undergoing the preparation process ready for delivery.
REFUNDS & REPLACEMENTS
An item can only be returned if it is faulty, damaged, or the customer is requiring a different size (only applicable for clothing products). The product(s) in question must be returned in their original state, including all labels. Items can either be replaced or refunded at the customer's request, however, please note, any such action can only be taken if the customer has provided written evidence of the problem via an email to info@samlyon.co.uk. Upon receiving your email, only then can we go ahead with the refund or replacement process. We can offer partial refunds, should you want to return a single product from a large order. Refunds will only be returned to the bank account you used to make your purchase.
Within 30 days of your order being delivered to your door, you can exchange the product(s) you ordered for a different size of the exact same product as long as the preferred size being requested is available. Should you wish to process an exchange please contact us via email at info@samlyon.co.uk. Please be sure to include your order number so that we can trace your order.
Should we not have stock of your preferred size in a particular product, we can then offer you an exchange of a different product that equates to the same value as the original item.
Please note, we reserve the right not to accept an exchange if the product you wish to exchange is not sent back to us in the exact packaging it was received in, with labels attached, in resalable conditions.
STOCK SHORTAGES
Every effort will be made to ensure that we can fulfil your entire order once a purchasing contract (“sale”) comes into effect. However, if when preparing your order, we are unable to fulfil certain product(s) in your order:
1.1 We will notify you thereof by emailing you and by allocating store credit to your account to the value of the Rands paid for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please email info@samlyon.co.uk to inform our support team that you wish to have your store credit converted into a refund. Your refund will only be returned to the bank account you used to make your purchase.
1.2 and we do not notify you thereof via email beforehand, and you only become aware of the fact that the product(s) is/are missing once you receive your parcel, please contact us as soon as possible by emailing info@samlyon.co.uk to notify us thereof so that we can resolve the situation as quickly as possible. When contacting us via email regarding the missing product(s), please be sure to include your order number so that we can trace your order. Your order reference number can be found in your purchase confirmation email.
RETURNING NON-DEFECTIVE PRODUCT(S)
2.1 You are entitled to return any purchase made from the Sam Lyon Music Store, so long as the item is returned within 30 days of the product(s) being delivered. (Please note; 30 days from "delivery date", not from "purchase date")
2.2 Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund, please retain the product(s)’ original packaging, with labels attached, and do not wear the product.
We will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site.
However, should we deliver the incorrect product(s) to you by mistake please do not remove the product from its original packaging, do not remove the labels or try the product on at all. Please contact the support centre at info@samlyon.co.uk quoting your order number as soon as possible to notify us thereof. We will resolve the error by arranging to refund the postage costs of returning the incorrect product(s) to us and to deliver the correct product(s) to you as quickly as possible. Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.
Please note, we reserve the right not to accept an exchange if the product you wish to exchange is not sent back to us in the exact packaging it was received in, with labels attached, in resalable conditions.
RETURNING DEFECTIVE PRODUCT(S)
Within 30 days of delivery of a product to you, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended (or otherwise expressly indicated by us at time of purchase), or not legal or reasonably durable (based on the circumstances and product type) ("defective");
3.1 Please contact the support centre at info@samlyon.co.uk quoting your order number to notify us thereof. Depending on the damage or fault reported, we may or may not request pictures of the defective product, and request that the item is returned to us. Supposing that the item is proved to be faulty upon arrival, will arrange a refund for the postage costs of returning the item to us, however, proof of the return postage costs will need to be provided.
If the product is found to indeed be defective, you are entitled to either –
(a) be fully refunded, or
(b) have the product repaired or replaced at our expense (the decision between repairing or replacing being that of ours depending on availability and other relevant circumstances)
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund, and will not have your return postage costs refunded to you.
3.2 A product is NOT defective and you will NOT be entitled to any repair, replacement or refund under the general warranty above if –
(a) The faults/damage are a result normal wear and tear;
(b) damage arising from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
Exclusions
Unless defective, the following product types may not under any circumstances be returned to us:
4.1 For hygiene reasons, due to their nature: non-defective temporary tattoos. Even if the clear protector film is still in position, we do request that temporary tattoos are not returned as they can still be placed against skin.
4.2 Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by us.
4.3 Return procedure to be followed, as outlined in Section 3 of this Delivery and Returns policy. Please do not return any excluded items to us, as outlined in Section 4.
In the event of us having sent you an incorrect product, please follow the procedure as outlined in Section 3 of this Delivery and Returns Policy (Returning incorrect product(s).
Should you wish to return an item that is defective or fault, please follow the procedure as outlined in Section 3 of this Delivery and Returns Policy (Returning defective product(s).
Should you wish to return a non-defective product within 30 days of the date that is was delivered, please retain the product’s original packaging, with labels attached, and do not wear the product at all. Please follow the return steps as outlined below:
PROCESSING OF CREDITS AND REFUNDS
Should you be entitled to a refund for any reason, such refund shall either be effected on the credit/debit card used to purchase the product, or be deposited into the bank account used in the transfer within 10 days of the returned item having been cleared by our quality checking team.
If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
We unfortunately do not cover the return costs of items, only the delivery costs, unless in the circumstance that a product was proved faulty or damaged, in which case the item needs to be reported and dealt with by our quality assurance team before a return postage cost can be refunded. In the circumstance that a refund is offered for the return of a faulty item, proof of the return postage costs will be requested and must be provided by the customer in order to claim the refund.
Customers who are returning an item must be aware of the postage costs included. We do not take responsibility for the postage costs of an item that is being returned to us.
FRAUD PREVENTION
We reserve the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. We will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.
GENERAL TIME FRAMES
- 4 hours following purchase in which to make any changes to the order
- 2-8 days for delivery within the UK - We aim to deliver within 2-4 days, but understand that in some circumstances that are out of our hands, delays may occur
- Up to 15 days for delivery outside of the UK
- 30 days following delivery date in which a [faulty/damaged/incorrect/wrong sized] product must be returned
- 10 days allowance for any refund to be received
Please note; We do not take responsibility for any delays in the above time frames stated, they are simply our guidelines and what we aim to achieve. In circumstances that are out of our hands, such as postal strikes, or natural disasters such as flooding, please be aware that the above time frames could be affected. In these situations, there will be a notice on the Store page so that all customers are made aware of the current circumstance.
