Returns Policy

Returns

We understand that you may need to send something back to us, we get that. So, to make this as easy as possible, we operate a no quibble returns policy. If you return the item within 21 days* of receipt, we’ll give you back the amount you paid for the item or offer an exchange, simple, eh?

 

How do I arrange a return?

If you aren’t happy with your order, you can return it for a refund or exchange within 21 days of delivery. Arranging a return couldn’t be easier:

Please email us at connect@breakthemachine.co.uk or call us on 01484 682 302. Email is always the quickest way to get a response.

 

How do I ship my goods back to you?

Please download the returns form

All goods must be returned 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.

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 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.

 

International Returns

You are still able to return any goods within 21 days for a refund but you will be liable for any delivery costs associated with your return, which includes any import/customs charges Break the Machine may incur.

 

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 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.

 

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 straight away. We ask that any damage is reported to our support team within 48 hours of receiving the goods, if possible please photograph the damage and email this to connect@breakthemachine.co.uk. We will then arrange a collection of your goods at a time suitable for you. You can either send your order back for exchange or refund, or even have your item swapped for a new one at your door!

 

My order has developed a fault after 48 hours, what can I do?

If your order develops a fault within the first month of use please let our support team know.

We’ll help you troubleshoot the problem over email and if the issue can’t be resolved, can arrange for the goods to be collected from you.

Please ensure that all goods are packaged prior to the arrival of the courier as they only allow a 10 minute window for a collection. Unfortunately, we do not have any control over this, so please ensure that the goods are ready. Once we get receive the goods, we’ll confirm the issue and get in touch straight away to offer an exchange, or refund.

If no fault is found, the return will be treated as a 21 day return (providing this has been returned within 21 days). If a courier has been arranged for a non-faulty item, we reserve the right to charge a courier collection fee of £30.00. If faults have been incurred due to misuse or neglect, we reserve the right to refuse a return.

 

My order has developed a fault after a month, what can I do?

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 assist you in speaking to the right person if you do have a warranty problem.

We do not offer a warranty for any goods sold outside the EU.

If item has been purchased through Machine Bay, there will be no warranty provided as these items are usually older items where the warranty has already expired.

Please refer to our full terms and conditions for further information on our delivery and returns policy.