Returns Policy

When purchasing goods or services from this website your contract is with JEM Music Limited. All goods and services are sold in accordance with The European Directive on Distance Selling (Directive 97/7/EC). This directive essentially ensures that the consumer is given clear information about the goods and services the supplier is offering, is provided with an order confirmation via email and has a “cooling off” period of 7 working days after the day of delivery – during which time the consumer may cancel the contract by notifying the supplier of their request to cancel either in writing or by email. To cancel this contract or report a fault, please notify us in writing or by email. A telephone call is not sufficient unless both you and JEM Music Limited agree otherwise. This law also assumes that the consumer has a duty of care for the products during the cancellation period and while the goods are in their possession. Goods must be returned and re-packed in the original packaging as received complete ‘AS SOLD’ and in ‘AS NEW’ condition (if the packaging has been opened to examine the product/s it must have been done so without damaging the packaging or the product/s in any way).


Please Note: JEM Music Limited has the right to terminate the contract in the event that the goods are unavailable, mispriced or cleared funds are not received.


Please note that cancellation of contracts for the purchase of copyrighted goods (all software, media and sample CDs) cannot be accepted where the item has been unsealed. Goods ordered specifically to meet a consumers requirements plus contact products such as Microphones/Brass/Woodwind/in-ear systems and strings are non-returnable and excluded from the “cooling off” period/return option.


The consumer will be responsible for the cost of and return arrangements of any goods to us, under the “7-day cooling off period”. JEM Music Limited strongly recommend that if returning goods that customers use an insured courier service, as JEM Music Limited will not be responsible for the goods until they have been checked and signed for. JEM Music Limited will pay and arrange a collection from you if you report a product fault during the initial 7 day period and the goods prove to be faulty. Similarly, in the case of returns/complaints that can be attributed to an error by JEM Music Limited, JEM Music Limited will cover the cost of collecting goods during the “7-day period”. Please inform us (in writing with the returning product/s) of the reason for which the goods are no longer required or wanted.


All JEM Music Limited products are covered by a standard one year warranty. If a fault should occur with your product after the first 7 days of receipt, you may wish to return the product, with a copy of your online receipt and a full written description of the fault to our returns department. Our returns department can send your faulty products to the manufacturer or authorised service centre on your behalf. Goods being returned must be shipped at the expense of the customer and by-own means.

If the product is found to be faulty and is within the warranty period we will repair it free of charge and return the products to you.


The company will not accept any returns without a valid returns authorisation. To obtain a return authorisation please email The company reserves the right to make a re-stocking charge in the case of goods incorrectly purchased.