Whole and part orders can be cancelled by telephone anytime right up to the time of despatch, unless your items have been specially ordered (including unusual quantities). Groups or organisations ordering on account are bound by legal contract once an order has been placed.
Returns refunds & exchange policy
Once the item has been despatched it becomes your responsibility to return an order or item in an unmarked and resaleable condition before we can issue a refund to you. Please note that return postage charges cannot be refunded unless the product is faulty or not as described. Also please note that this only applies to individual customers.
Please note we do not offer warranty on any drum skins, or heads, drumsticks or beaters. These must be considered to be consumable items, so please buy the best you can afford.
In the case of non-delivery or missing goods please contact us in the first instance by phone or email. If a sufficient time has passed for the goods to be delivered by the original postage/courier method, you will be sent a statement of non-delivery to fill in, sign and return. When this has been received you will be able to choose from either a refund or a replacement product. For replacement deliveries we may choose to upgrade the delivery service to a more secure one which may require your signature.
If any of your items are faulty please let us know immediately on 01423 780707 or by emailing firstname.lastname@example.org so that we can rectify the problem as quickly as possible. We want you to be totally happy with everything you purchase from us but if for any reason a product does not meet your expectations, please contact us immediately for an agreement to return. any item should then be returned in original packaging and in unused, unmarked condition within 14 days of the despatch date. We will then provide you with a merchandise exchange, credit voucher or refund. Please include a cover note stating your customer number & invoice number. Once the item has been despatched from us it becomes your responsibility to return it in an unmarked and resaleable condition before we can issue a refund to you. Please note that postage charges cannot be refunded UNLESS we have accidentally sent the wrong item.
Please send your returns, once agreed, to:
Knock on Wood (Returns) Unit 3, Carlton Park Industrial Estate, Saxmundham, Suffolk, IP17 2NL
Once we have received the item(s) we will contact you by e-mail to confirm the amount and date of refund.
Title (ownership) of any goods supplied on a credit invoice remains with Knock on Wood until the goods have been paid for in full by the customer.