Returns Policy
Updated 29th of April 2024
We do our best to ensure all of our customers enjoy a happy shopping experience with The Music Bank however occasionally you may need to return an item.
To return your item(s) bought in store for a credit note or where possible make an exchange, visit the store within 14 days of purchase.
If your item is faulty, we will provide a full refund. Please provide a valid proof of purchase, such as a till receipt or bank statement.
Unfortunately, you can't return certain items for hygiene reasons, such as Harmonicas, Recorders and other such items
Please note: Items bought in store can only be returned to store. You will not be able to return store products via post.
To return an item(s) return it with your invoice and goods to:
Customer Returns,
The Music Bank
37 High Street
Knaresborough.
HG5 0HB
We would recommend that you return your items via registered post. Please clearly state on the Returns Form the reason for return and whether you require a refund or exchange, We are only able to exchange items for the same product.
Personalised Items are non-returnable. Some goods are non-returnable for hygiene reasons. Please note that this does not affect your statutory rights.
If a full refund including the original delivery costs is required, we need to be informed fourteen(14) days after the receipt of the order. The order must be then returned to us within fourteen (14) days after we have been informed of the cancellation, however you will be responsible for the cost of returning the goods to us. If a return is payable to you we will process the refund as soon as possible and, in any case within fourteen (14) days of receipt of the original order back to us.
The items need to be in the original packaging where it forms part of the goods, for example, boxed goods, garments and gift items).
You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.
Our returns policy does not affect your statutory rights.
If you return goods claiming they are defective, we will examine the returned goods and will notify you of your refund via e-mail within a reasonable period of time. We will process the refund due to you as soon as possible and, in any case within fourteen (14) days of the day we confirm via e-mail that you are entitled to a refund for defective goods.
If a refund or reimbursement is payable to you, we will transfer the money using the same method originally used by you to pay for your purchase. If we cannot refund via the original payment then a cheque will be raised to the address on the order (except in the case of a full or part purchase of goods using a Gift Card, as detailed below).
If any product purchased with a Gift Card is subsequently exchanged for a product of a lower price, any money owing will only be issued as a Gift Card. If your purchase was partially paid for on Gift Card and a refund is payable to you, your Gift Card will be refunded up to the card’s original value, any outstanding balance owed after this will be refunded via the other payment method originally used for your purchase. If you no longer have the Gift Card used to purchase the returned good(s), we will issue you with a new Gift Card to the value payable to you up to the amount of the card’s original value.
You can return any item ordered online in accordance with the terms in this section apart from:
Where you have failed to take reasonable care of the goods, we reserve the right to refuse a refund and return the goods to you at your own cost.
The Music Bank Ltd is fully committed to respecting your privacy and protecting any information you provide. This Privacy Policy sets out details of the information that we may collect from you and how we may use that information. This Privacy Policy should be read alongside, and in addition to, the Terms and Conditions and the Cookies Policy. Please read this Privacy Policy carefully. This Privacy Policy applies only to your use of the The Music Bank Ltd Websites.
The Music Bank Ltd is committed to complying with the Data Protection Act 2018 and the EU General Data Protection Regulation. These are referred to in this Privacy Policy as the “Data Protection Laws”. The Data Protection Laws give you various rights regarding the way in which we store and use your information. These are set out below in the sections “Your rights under the Data Protection Laws”.
In this Privacy Policy, references to “The Music Bank Ltd ”, “we” or “us” are to The Music Bank Limited (UK company number 11360333), 37 High Street Knaresborough, HG5 0HB, United Kingdom, who will be the controller of any personal data processed as described in this Privacy Policy. For the purpose of the Data Protection Laws, The Music Bank Limited is the data controller with ICO Registration Number: A8699740
Please contact The Music Bank Limited Data Protection Officer to make a request under the Data Protection Act or EU data protection regulation or if you have any questions about your personal information.
Data Protection Officer
The Music Bank Limited
37 High Street
Knaresborough
HG5 0HB
Email: info@themusicbank.co.uk
If, following the Data Protection Officer's reply you remain dissatisfied, you may contact the Information Commissioner. Details of how to take your complaint further can be found on the Information Commissioner’s website.
Please take the time to read Section 1 (General) Please note that we do not sell products for purchase by children. We sell children's products for purchase by adults. If you are under 18 you may use the The Music Bank Ltd websites and share your personal data only with the involvement of a parent or guardian.
In this Privacy Policy, when we use the following words they will have the following meanings:
“Account” means a user account set up by a Customer via their relevant Websites.
“Personal Data” information from which the identity of a living individual may be determined. Examples of Personal Data include (but are not limited to) first and last name, home or other physical address, email address, phone number, work history and other contact information.
“Visitor” an individual visiting our Website.
“Website” means the themusicbank.co.uk website.
“you”, “your” anyone who interacts with our Website, including customers and Visitors.
The Music Bank Ltd is fully committed to respecting your privacy and protecting any information you provide. We only use the information you provide to process orders you may place at a The Music Bank Ltd website, notify you when important changes are made to our service, and occasionally tell you about relevant products or services we are offering in line with our direct marketing rules. We will not pass your details to third parties for marketing or research purposes. Please note that we may retain any data that you provide on this website, even if you do not complete your registration by clicking 'Register new account'. Such contact details and data may be used to contact you to enquire why you did not complete your registration.
These terms can be accessed via this URL at all times, and a link to these details will be emailed to you when you have placed an order. For future reference, you may save a copy of these terms to your machine, so they may be accessed at a later date. You have the right to access your personal data and the right to correct, block and delete it at any time.
Our primary goal in collecting personal information from you is to provide you with a smooth, efficient, and personalised experience while using our website. This allows us to provide services and features to meet and exceed your needs and to customise our service to make your experience easier and quicker.
To fully use our website and make purchases, you will need to register as a customer, where you will be required to provide us with your contact information and some other information required to process any orders you place with us. We automatically track certain information about you based upon your behaviour on our site. We use this information to do internal research on the interests and behaviour of our users to better understand and serve them.
We use a web analytics tool to analyse site usage, how our users arrive at our site, what they do on the site, what browser they are using and on what operating system etc. However, this analytics data, collected via a JavaScript tag in the pages of our site, is not tied to personally identifiable information.
When you access our Websites via any means or make a purchase through the Website, we may collect, store and use certain of your personal information in line with this policy. To register or make a purchase on the Websites, we ask for your:
When you make a purchase, our payment service providers will also collect and process your credit card or other payment details. If you contact us, we may also keep a record of that correspondence.
We may also collect data relating to your visits to the Websites that cannot identify you but records your use of our Websites including, for example, details of how long you have used the Website and Content for.
In line with current cookie regulations, we may also collect your computer’s IP address in order to help us tailor the service to your location.
Finally, we may receive information about you from third parties (such as credit reference agencies) who are legally entitled to disclose that information.
The information that we collect from you (including any Personal Data) may be transferred to, and stored at, various destinations. This will not include destinations outside the European Economic Area (EEA). It may be processed by staff operating at various locations outside the EEA who work for us, or for one of our website development, website penetration testing (also known as “ethical hacking”), hosting, connectivity or telecommunications service providers. By providing us with your information (including Personal Data), you agree to this transfer, storing and processing. We will take all steps reasonably necessary to ensure that your data is treated securely and in accordance with this Privacy Policy.
Unfortunately, the transmission of information via the internet is not always completely secure. Although we will do our best to protect your Personal Data, we cannot guarantee the security of your information before transition to our Website; any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try to prevent unauthorised access.
We only use information you provide to process orders you may place at a The Music Bank Ltd web site. We will keep these information as long as it is necessary under your warranty agreement, under EU and national consumer rights regulation or until relevant storage requirements from financial and tax authorities expire. When we have no ongoing legitimate business need to process your personal information, we will either delete or anonymise it or, if this is not possible (for example, because your personal information has been stored in backup archives), then we will securely store your personal information and isolate it from any further processing until deletion is possible.
If you gave us your consent to inform you about our exclusive offers and discounts, we will store your details until you ask us to opt out from our direct marketing or until you exercise your right to withdraw your consent to our processing of your Personal Data in any other form.
We use the information collected from you to process your order. By submitting an order your personal details will be shared with the sales, customer service and warehouse fulfilment teams at The Music Bank Ltd. We also need to share your data with the relevant third-party courier companies to deliver the order to your choose delivery address.
Our legal basis for collecting and using the personal information described above will depend on the personal information concerned and the specific context in which we collect it. However, we will normally collect personal information from you only:
Where we have your consent to do so
Where we need the personal information to perform a contract with you, or
where the processing is in our legitimate interests and not overridden by your rights
In some cases, we may also have a legal obligation to collect personal information from you. If we ask you to provide personal information to comply with a legal requirement or to perform a contract with you, we will make this clear at the relevant time and advise you whether the provision of your personal information is mandatory or not (as well as the possible consequences if you do not provide your information). Similarly, if we collect and use your personal information in reliance on our legitimate interests (or those of any third party), we will make clear to you at the relevant time what those legitimate interests are.
We may also use your anonymised data to analyse customer activity, trends, and look at improving the customer experience and processes moving forward.
When you register as a new customer on the The Music Bank Ltd website you have the opportunity to sign up for exclusive offers and discounts by email. By providing your consent The Music Bank Ltd will send to your registered email address and our regular sales newsletter and special offers, discounts and competitions. You can always opt-out later by either: logging into your account and changing your communication preferences, clicking on the “unsubscribe” link on the bottom of our emails, or contacting our customer service department. Please note, the opt-out excludes essential service messages such as order confirmation and dispatch emails.
If you registered an account before we had the opt-in box at registration you instead had chance to opt-out from our marketing emails in compliance with the UK Data Protection Act 1998 and the Privacy and Electronic Communications Regulations 2003. As you bought something from us, gave us your contact details, and did not opt-out of marketing messages, we believe you have a legitimate interest in our products and services and are happy to receive marketing from us about similar products or services even though you haven’t specifically consented. Consequently, we will continue sending you emails and we will, of course, process your data in line with the processing principles under the new General Data Protection Regulation (GDPR) and of course, you can opt out at any time.
The Music Bank Ltd will never sell your data to any third party. But we may disclose your personal information to third parties when permitted by law including:
(a) with your consent.
(b) to our suppliers in order for them to help us provide our services to you, this includes:
Couriers and other logistic partners that provide the delivery of goods to you
Our provider of customer relationship management services (which allows us, for example, to send personalised email communications to you)
Our provider of file storage and management services if you email us directly
Our payment services provider when you make a purchase to process your payment
Our customer service software if you contact our support team
These suppliers’ use of your personal data may be subject to their own privacy policies, which are available on their websites, and which we suggest you familiarise yourself with in the relevant circumstances set out above.
(c) if we are under a duty to disclose or share your information in order to comply with any legal obligation, or in order to enforce or apply our Terms and other agreements; or to protect our rights, property, or safety, our users, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
You can edit any of the information in your Account. It is your responsibility:
To protect against unauthorised access to your Account
To log-off from your Account when not using it
To keep your log-in details secret.
You have certain rights under the Data Protection Laws, including:
The right at any time to withdraw your consent to our processing of your Personal Data.
The right to be told what Personal Data we hold about you on our database and how we process that data
The right to request that we provide you with a copy (in a commonly used electronic format) of all the Personal Data that we hold about you. Unless you make repeated requests, we will not charge a fee for providing you with a copy of this data
The right to request that we correct any inaccurate or incomplete Personal Data that we hold about you
The right to request that we irretrievably delete all Personal Data that we hold about you (the so-called “right to be forgotten”). Note that there are limited circumstances in which we are legally entitled to refuse to comply with this request
The right to request that we irretrievably delete all Personal Data that we hold about you (the so-called “right to be forgotten”). Note that there are limited circumstances in which we are legally entitled to refuse to comply with this request
The right to request that we transmit all the Personal Data that we hold about you (in a structured, commonly used and machine-readable form) to another organisation’s IT environment. Note that we are only legally obliged to comply with this request if it is technically feasible for us to do so
Should you wish to exercise any of the above rights, please contact our Data Protection Officer:
Data Protection Officer
The Music Bank Ltd
37 High Street
Knaresborough
HG5 0HB
Email: info@themusicbank.co.uk
If you exercise any of the above rights, then we will action your request as soon as reasonably practicable and, in any event, within one month.
Our Website may contain links to enable you to visit other websites which may be of interest. However, once you have used these links to leave our Website, we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites. You should exercise caution and look at the privacy statement applicable to the website in question.
By agreeing to the terms of our Privacy Policy, you consent to the collection, storage, processing and sharing of your Personal Data and other information on the basis set out above.
We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit http://www.aboutcookies.org for detailed guidance.
The following describes the cookies we use on this site and what we use them for. Currently we operate an 'implied consent' policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete themusicbank.co.uk cookies having visited the site, or you should browse the site using your browser's anonymous usage setting (called "Incognito" in Chrome, "InPrivate" for Internet Explorer, "Private Browsing" in Firefox and Safari etc...).
We use many cookies to enhance the shopping experience for the user, these include:
We advertise The Music Bank Ltd on a number of third party websites and ad networks, and use cookies to track which sites you clicked on. These include Google.
Allows us to track how you found The Music Bank Ltd through external websites, and in some cases reward those websites.
Provides us with information about how users use the site enabling us to improve and refine customers' experience of The Music Bank Ltd. User data is all anonymous. You can find out more about Google's position on privacy as regards its analytics service at http://www.google.com/analytics/learn/privacy.html
We use a session cookie to remember your log-in for you and what you've put in the shopping basket. These we deem strictly necessary to the working of the website. If these are disabled then various functionality on the site will be broken - including the ability to place orders.
Some cookies used on our site are provided by third-parties, for example pages that contain embedded content, such as YouTube videos, may send you cookies. These cookies are out of our control and you should check these third-party sites for further information.
If you use social networks, such as Facebook and Twitter, to share information from the The Music Bank Ltd website, you may be sent cookies from these websites. These cookies are out of our control and you should check these third-party sites for further information.
By agreeing to the terms of this Privacy Policy, you consent to the cookies referenced above being set on your Device.
We reserve the right to modify this Privacy Policy at any time, so please review it frequently.
You can obtain further information about data protection and privacy laws by visiting the Information Commissioner’s website at: https://ico.org.uk/for-the-public/.
If you are working for the police or another public authority and need information from us for the prevention or detection of crime, the apprehension or prosecution of offenders, or the assessment or collection of tax or duty; please contact our Data Protection Officer directly under info@themusicbank.co.uk
Please state the name, public authority and contact details of the relevant officer making the request. For a quicker identity check, the police officer badge number is also helpful. Please explain the information which is sought and why in as much detail as possible. If we should not inform the relevant data subject about your request, please advise accordingly and give the reason. We will deal with your request as quickly as possible. Please understand that requests made in languages other than English, German, Swedish or French will take longer to process. Requests from law authorities outside the EU or EEA may take longer due to additional consultations with the UK authorities.
Monday - 10am-8pm
Tuesday - 10am-8pm
Wednesday - 10am-8pm
Thursday - 10am-8pm
Friday - 10am-6pm
Saturday - 10am-5pm
Sunday - 11am-4pm
☎️ 01423 638343
📧 info@themusicbank.co.uk
37 High Street, Knaresborough, North Yorkshire, HG5 0HB
© 2024, The Music Bank Powered by Shopify
