Returns Policy – Roland Store, London
At Roland London, with our team of experienced Product Specialists, we hope to find the product that best suits your needs and helps you to continue your musical journey. Despite all the very best intentions, we also accept that sometimes things change or don’t go quite as planned. With this in mind, we have a comprehensive Returns Policy, laid out below which is applicable to any product purchased from our London Store or through our Roland Live Video Service.
If there is a problem with the product you have purchased from our London Store or through our Roland Live Video Service, then please either email us at LondonStore@roland.com or call us on +44 (0) 2038 327 090 and we will try to resolve the matter immediately.
All Roland, BOSS and V-MODA products come with a minimum of 2 year “return to base” warranty. Details of our warranty policy for products bought from our London Store or Roland Live Video Service can be found here.
With the exception of products that benefit from an on-site warranty, it is your responsibility to return the product to our London Store. For purchases via our Roland Live Video Service, whilst we charge for the collection of faulty products (excluding “on-site warranty” products), we will refund these charges once we establish that the unit is faulty and is covered by warranty.
Faults within 30 days of purchase/receipt
If the product was brand new, boxed stock and develops a fault within 30 days of purchase/receipt of the product (whichever is later), and this is not due to misuse or other reasons excluded from the normal warranty, we offer the option of replacing the products, refunding the products or repairing the products. The best approach would be discussed and agreed at the time.
If the product was purchased as “Ex-Demo” or “Ex-Display”, then we may not be able to offer a similar product
as a replacement, so we would then offer a refund or a repair of the product.
Faults 30 days after purchase/receipt
If the product develops a fault 30 days after purchase/receipt, but within the warranty period, we will offer a repair of the item. Failing this we would offer a replacement, or a refund if a replacement is not available.
Products purchased from our store
If within 14 days of purchasing an item from our London store, you decide this is not the product for you, and provided that the product is still in its original packaging and as new condition, we will happily exchange the product or give you a credit note equal to the value of the products. We do not give refunds in the case of a ‘change of mind’ for products purchased from our London store.
Products purchased from home
We will accept products back even if you have opened the packaging to inspect them. We offer a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the products. The products must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the products as you would in a shop, but
you must not have used or installed them or input any data on them. Whilst the products are in your possession you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept return of products that have been damaged or mis-handled whilst in your care.
There are two ways to cancel your purchase:
1) You can return the product to our London store with your order confirmation/receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
2) You can send the products to our London store provided that you have emailed us at LondonStore@roland.com or called us on +44 (0) 2038 327 090 to agree this in advance.
Once we have received the products back from you, and after inspection of their condition, we will give you a refund for the cost of the product plus the delivery charge paid when you purchased the item(s). However, we do not refund the cost of returning the item(s) to us.
We may make a deduction from the refund for any loss in value of the products if the loss is a result of any
unnecessary handling by you. If you have requested that we begin the performance of any service, such as installation of a product, within the 14-day cancellation period we have the right to retain any charge paid for services which have already begun or been completed.
Refunds take 7-10 working days to be credited to your payment card.
We cannot refund/cancel your purchase:
a) If the products have been damaged whilst in your care.
b) If you return your product to our store without proof of purchase.
c) The seal has been broken on any included DVDs, CDs, memory cards or software.
d) The products were a special order to your specification