As a small independent business, returns are something we always try our best to prevent from happening. So, by providing great videos and content (where possible) and by being humans who are available to chat and advise you, hopefully we can avoid the disappointment of you having to send something back.
However, we do understand that you may need to return something to us, but, with regret, we are no longer able to offer returns for free.
To make your return or exchange as easy as possible, if you send the item at your cost within 14 calendar days* of receipt, we’ll give you back the amount you paid for the item or offer an exchange.
* Provided that the item is returned undamaged and in as new condition which includes the original packaging and contents. Any item that has been tampered with internally or has been used with an incorrect power source, would invalidate your warranty and we are not obliged to accept the return and reserve the right to ship it back to you at your cost.
Please see further details below.
How do I arrange a return?
Before sending any items back to us, please email or call us first (email is always best) with the reason for your return. Sometimes it maybe a case of not dialling in settings properly etc.. so we are always here to help.
If you choose to send the item(s) back, we will then send you a returns number by reply and then you can follow the procedure below. We do this so we can process your return super quickly.
How do I ship my goods back to you?
Please download the returns form
All goods must be returned at your cost in “as new condition”, including all accessories and original packaging (yes, we mean instructions, stickers and all the box candy!)* We cannot accept liability for damage incurred in transit, so we advise using a recorded and insured courier and package your item well. We also recommend that you use a signed and tracked service for returns from outside the UK. Please note that any products being returned are done so at your risk so please take reasonable care and ensure that they’re fully insured, correctly addressed and adequately packed. To avoid defacing the manufacturers packaging we suggest that products are either put into further boxes and / or protected using additional packaging material.
Please note that we reserve the right to reject any returns where products have been made unfit for resale or damaged whilst in your possession or in return transit.
For hygiene reasons, we cannot accept returns for goods that may have come into contact with the eyes, nose, ears or mouth, such as microphones, headphones or harmonicas and also consumable items like Velcro. We also do not accept returns on T -Shirts. We reserve the right to refuse any returns which have been registered with their manufacturer or where bundled software has been downloaded and installed or the security seal has been broken or tampered with.
*Books must be still sealed and unread.
You are still able to return any goods within 14 days for a refund but you will be liable for any delivery or admin costs associated with your return when it arrives back in the UK. Please label the package clearly as RETURNED goods or to the RETURNS Department, if you do not, there would be an Import Duty/VAT charge payable to release the goods back to us. Break the Machine Ltd reserves the right to refuse delivery if this happens and/or deduct the amount from the refund given.
What happens next?
Once your return has arrived safe and sound, we’ll be in touch to arrange the next step.
If you’ve requested an exchange, we’ll contact you to arrange delivery (and payment if required) of your new goods. If you’ve requested a refund, we’ll email to confirm when your refund will be processed.
How long will my refund take?
Please allow up to 14 working days for refunds to be credited into your account, from the day after this item arrives with us. Refunds are usually processed within 7 working days. Please note, some banks & merchants can take longer; we cannot be held responsible for delays out of our control.
What if my order arrives faulty or damaged?
If your goods arrive damaged or faulty, please let us know and we’ll get the problem resolved as soon as we can. We ask that any damage is reported to our support team within 48 hours of receiving the goods, and if possible, please photograph the problem and email the pictures to email@example.com, and we will then help you process the return. Any returns to us are at your cost and therefore we recommend using a tracked and signed service.** If your items(s) develop a fault after 14 days, then this will fall under the manufacturers own warranty programme. Please see ‘Your Warranty’ further down this page.
What if there is no fault found?
If no fault is found, we reserve the right to invoice you for the postage costs incurred to return the item back to you.
All new goods come with a minimum one year warranty, provided by the manufacturer. Break The Machine is not a warranty provider or repair shop however, we will try and assist you in speaking to the right person if you do have a warranty question. If an item received back has been tampered with in any way, we would consider this as not in ‘as new’ condition and reserve the right to return the pedal to you.
In short, any items(s) that develop a fault after 14 days are dealt with by the manufacturer and not Break the Machine. Any returns to the manufacturer or their recommended service provider, are returned at your cost. We recommend using a tracked and signed service in these instances.
We do not offer a warranty for any goods sold outside the UK.
If item has been purchased through Machine Bay, there will be no warranty provided as these items are usually older/used/discontinued products where the warranty has already expired.
*Please refer to our full terms and conditions for further information on our delivery and returns policy.
** If your item proved faulty after testing here at BTM HQ, we will look to refund your return postage costs to you. No customer should be out of pocket for returning a faulty item to us. We deal with every return on a case by case basis.