Returns

Need to return an item from an on-line purchase?

First thing to do is call us on 0191 418 7113 so we can discuss the reason for your return. Our policy lasts 14 days. If 14 days have gone by since delivery of your purchase, unfortunately we can’t offer you an exchange. 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. Please do not send your purchase back to the manufacturer.

To complete your return we require proof of purchase, we will then issue a Returns Authorisation number which must be used when returning any goods.

Once your goods are received and inspected, we will send you an email to confirm that we have received your goods; we will then notify you of the approval or rejection of your return.

Items must be new, unopened, unused or defective to qualify for a return.

For cymbal warranty claims please refer to our cymbal warranty process.

Shipping

To return your product, you should mail your product to: Drum Shop Unit 11, Industrial Road, Hertburn Washington UK, NE37 2SF. We recommend that when mailing products back to us you use a tracked service for security purposes.

You will be responsible for paying for your own shipping costs for returning your item plus any shipping charges paid at point of order will not be refunded. All Shipping costs are non-refundable.

Any customs or import duties incurred on arrival or returned goods are the customers responsibility, any duties or taxes that may be incurred at entry point of the destination country are payable by the customer. The recipient of the parcel must pay these charges. To access further information contact your local customs office. 

Drum Shop In-Store Returns Policy

Please note that for all in-store purchases and face-to-face transactions, we do not offer refunds.

If you have changed your mind about a purchase, we are unable to offer a refund. However, we may offer a credit note at our discretion. Credit notes are valid for a set period and can be used towards future in-store purchases.

We ask that customers carefully consider purchases before completing a transaction. Returns will only be accepted if items are unused, in their original packaging, and in a fully resalable condition for a credit note.

This policy does not affect your statutory rights in the event of faulty or misdescribed goods.

If you have any questions about this policy, please speak to a member of our team before making a purchase.

Exempt Items

Several types of goods are exempt from being returned. We are unable to offer an exchange on ear protection for reasons of health and hygiene. Other additional non-returnable items include gift cards and downloadable software products.

Any item not in its original condition, open boxes, damaged or missing parts for reasons not due to our error, and any item that is returned more than 14 days after delivery will not be accepted.

Gift vouchers are not refundable.

Special Orders, Bespoke & Limited Edition Items

All special orders, including bespoke and limited edition items, require a non-refundable deposit. If an order is cancelled, 30% of the original order value will be retained to cover special order and restocking costs. Any remaining balance, where applicable, will be issued as store credit. Unfortunately, we’re unable to offer refunds on special orders.

Problem with your order?

Email us info@drumshop.co.uk or call us on 0191 4187113.