Refund policy

At Powerhouse Music we want you to be happy with your purchase. Our return policy differs slightly depending on how you bought your item:

Online / Distance Selling (Webstore)

You have 14 days from the day you receive your order to notify us if you wish to return it.

After notifying us, you then have up to 14 days to send it back.

Items must be returned in the same condition, unused, sealed, and with original packaging. Vinyl records must remain sealed and instruments must not show any signs of use.

If you change your mind, you are responsible for return shipping costs.

In-store purchases

You have 30 days from the date of purchase to return your item for an exchange or refund.

Items must be in the same condition you received them, unused, and sealed in original packaging (where applicable).

A receipt or proof of purchase is required.

How to return

To start a return, please email us at sales@powerhousemusic.co.uk 

Returns should be sent to:
Powerhouse Music
104 East Street
Southampton
SO14 3HH

You may also bring items back in person to our Southampton shop.

Faulty, damaged or incorrect items

If your item is faulty or damaged, please contact us straight away with details and photos. In these cases, we will cover return costs and provide a full refund or replacement if applicable.

Exceptions / Non-returnable items

Opened or unsealed vinyl records

Custom or special-order items

Consumables (e.g. strings, plectrums)

Items used in close contact with mouth/ears (e.g. vocal microphones, in-ear monitors)

Refunds

Once we receive and inspect your return, we will notify you. If approved, your refund will be processed back to your original payment method within 10 business days. Please note banks and card providers may take additional time to post the refund.