ABRSM Refund Policy

• Refund method: refunds are made to the original payment method (unless we agree otherwise).
• Timing: we issue refunds within 14 days of receiving returned goods or acceptable proof of posting for cancellations/returns, and without undue delay for faulty/incorrect items.
• Delivery charges: if you cancel the entire order under the Consumer Contracts Regulations, we also refund the basic outbound delivery charge. Premium upgrades are not refunded.
• Deductions: we may make a reasonable deduction for loss in value caused by handling beyond what is necessary to assess the goods.
• Partial orders: refunds for part-returns cover the item(s) returned only; outbound delivery is not refunded unless the whole order is cancelled under your statutory right to cancel.

We issue a refund when:

• 1.1 You cancel and return an entire order or part of an order within 30 days of delivery, and the goods are unused, in resaleable condition, and (where applicable) with seals or shrink wrap intact.
• 1.2 The goods are faulty, damaged or not as described.
• 1.3 Your order is lost in transit or not delivered and the carrier confirms loss, or there is no delivery scan within a reasonable time of your order being placed.

2.1 Tell us within 30 days of delivery: you have a short-term right to reject the item and receive a full refund.
2.2 Tell us more than 30 days after delivery: we'll repair it or provide a replacement, but if that is not carried out within a reasonable time without significant inconvenience, you can request a price reduction or refund.
2.3 If we supplied the wrong item or it was damaged in transit, we'll arrange a replacement or refund and cover your return costs.
2.4 Physical titles. If your title is faulty or there are delivery issues, we may offer a replacement or refund. If requested, please provide clear photos. For low-value or clearly damaged items we may authorise disposal without return and proceed with a refund or reprint. Do not dispose of any item unless we confirm this in writing, and please retain the packaging until we advise next steps.

2.5 Digital content. If the digital content we supply is faulty and damages your device or content, we'll repair the damage or compensate you where required by law.

Your refund will comprise:

• 3.1 The item price; and
• 3.2 The cost of any outbound delivery you have paid, up to our cheapest standard outbound delivery service. Please note outbound delivery charges are not refunded on partial returns unless you are returning faulty goods; and
• 3.3 The cost of any return postage you have paid, less
• 3.4 Deductions for diminished value: where items have been handled beyond what is necessary to assess them or are missing parts/packaging, we may make a reasonable deduction.
• 3.5 Bundles & promotions: free gifts or bundled items must be returned to receive a full refund, otherwise their value may be deducted.

Important: Returned goods remain your responsibility until they are received by us, please pack them securely.

Refunds are made to the original payment method. Where that is not possible, we will offer an appropriate alternative by agreement.

We process refunds within 14 days of receiving the goods back or acceptable proof that they were sent back (whichever is earlier) for cancellations, and without undue delay for faulty/incorrect items. Your bank or payment provider may take a few extra working days to place the funds back in your account.

If you return only part of an order, we refund the returned item or items that qualify under this policy.

• Item-only refunds: we refund the price paid for the returned item or items.
• Delivery charges: standard outbound delivery is refunded only if you cancel and return the whole order under your statutory right to cancel, or if the entire order is faulty.
• Promotions and bundles: if a free gift or bundle discount depended on the returned item, we may adjust the refund to reflect the remaining order.

1. Open our returns form and send us your order number and details.
2. We'll confirm eligibility and the correct returns address if the goods need to come back.
3. Use a tracked service where possible and keep proof of posting.
4. We'll email you as soon as the refund has been processed.

We don't offer exchanges. If you need a different product, place a new order and return the original item if eligible.