At GAK we are passionate about gear and we want you to be completely satisfied with your new purchase. But if you change your mind and decide to return an item, simply contact us within 14 days of delivery for a full refund or within 30 days for an Exchange. This applies to most New or Second-Hand items.
Buying a Christmas present? Well don't worry, we're extending our 30-day returns policy over the Christmas period all the way through to 31st January 2024. This applies to anything you buy between 1st November 2023 and 24th December 2023. Our standard returns T&Cs apply, which you can find here.
To return your order under the 14-Day Returns Policy, the below conditions apply.
The item must be in “as new” condition.
The item must be appropriately packed in the original packaging.
The item must not have been altered from its original condition.
The use of the item must not have gone beyond the conditions stated.
Some items are exempt from the 14-Day Returns Policy. Please see below for full details.
Custom, bespoke or special order items are exempt from the 14-Day Returns Policy.
For health and safety reasons we cannot accept the return of used headphones, microphones, earphones, in-ear monitoring products, and harmonicas, where the hygienic seal has been broken - unless the item is faulty.
Software products cannot be returned once opened and/or registered.
Hardware that includes software as part of the package cannot be returned if the software has been opened and/or registered.
Video/Audio content in the form of CDs or DVDs cannot be returned once opened.
Faulty or Damaged Goods
In the event that your order arrives damaged or develops a fault, we will always try and resolve the issue as quickly as possible for you! To report a faulty or damaged item please contact us by email ([email protected]) or use the contact form on our website.
Within 30 days of the date of delivery, faulty goods will be replaced or refunded. Valves within second-hand amplifiers are not covered by warranty.
Outside of 30 days from the date of delivery, faulty goods will be repaired by the manufacturer under the terms of the manufacturer’s warranty.
The policy is invalidated if the goods have been altered in any way from their original condition or if the fault is due to misuse by the customer.
Any damages or shortages must be reported within 24 hours of delivery for exchange or refund. GAK cannot be held liable for any damages or shortages not reported within this period.
We want our customers to buy from us in confidence that their purchase is covered under warranty should anything go wrong. Some manufacturers may offer extended warranty periods if you choose to register the goods, so we always recommend checking the manufacturer’s website.
All new items are covered by the manufacturer’s minimum 1-year warranty
Second-Hand, B-stock and Ex-Display items have a 3-month warranty
Refunds will be processed immediately once the goods have been inspected by our returns team. Please allow up to 14 days for the refund to clear.
We will refund the standard outbound delivery charge on all orders returned under our 14-Day Returns Policy but premium delivery charges can not be refunded in full.
For online purchases, we can only process a refund using the same method of payment used when purchasing the goods.
For in-store purchases, refunds will be offered within 7 days of purchase. A credit note or exchange will be offered within 30 days of purchase.
This does not affect your statutory rights.
Custom, Bespoke & Special Orders
Custom, bespoke or special order items are exempt from the 14-Day Returns Policy. A non-refundable deposit will be required on placing a custom-made or bespoke item on order. After full payment is taken and the order is shipped, a refund or exchange can only be offered if the goods are faulty or damaged.
Packing Returned Items
We strongly recommend that you retain all the original packaging in case you need to return your order.
Any items returned within the 14-Day Returns Policy must be packed in a way that offers equal protection to the packaging they were shipped in.
GAK cannot accept responsibility for any item that is damaged due to insufficient packaging. Your return may be refused or your refund reduced if items are damaged due to not being packaged correctly.
Return Shipping Cost
The customer must cover the returns shipping cost for any goods returned within the 14-Day Returns Policy. (This does not apply to items that arrive damaged or faulty goods within warranty.)
Insure Your Return
We strongly recommend insuring your goods to their full value whilst in transit back to GAK as we cannot accept responsibility should an item arrive damaged.
If an item has been damaged on its way back to us, we will inform you as soon as the goods are inspected so that you can inform the courier.
14-Day Right To Cancel
Under the Consumer Regulations, if you purchase a product from us in our shop, over the phone or on our website, you have the right to contact us within 14 days of receiving your complete order to cancel the order without any given reason. Please see the above for conditions and exclusions.
If you wish to exercise your right to cancel, please contact us by email or phone within 14 days of receiving your order.
If you have any questions, please contact us at [email protected].
Click here for a PDF for Mail Order/Telesales purchases.
Click here for a PDF for Online purchases.