Returns Policy

• How to start a return: Use our returns form. We review requests manually and email the next steps, including the correct return address.
• Goodwill returns: You can return most non-faulty items within 30 days of delivery if they’re unused and resaleable. You pay return postage. We refund the item price (not outbound delivery) unless we made a mistake.
• Statutory cancellation (online/phone orders): You have 14 days from the day after delivery to tell us you’re cancelling and a further 14 days to send items back. If you cancel the entire order, we refund the basic outbound delivery cost as well as the item price.
• Faulty or incorrect items: Tell us within 30 days for a full refund, or afterwards for repair/replacement first. We cover all return costs when we’re at fault.

We offer a 30-day goodwill returns policy in addition to your legal rights.

1.1 Eligibility. Within 30 days of delivery, you may return eligible items that are unused, in resaleable condition, and (where applicable) with seals/shrink wrap intact. Please include all accessories and any free gifts from the same promotion.

1.2 How to start a return. Use our returns form with your order number and reason for return. If you cannot use the form, email shop@abrsm.ac.uk and we’ll help manually. We’ll confirm eligibility and provide the correct returns address. Please do not send items to our head office.

1.3 Return costs. For goodwill returns, you pay return postage. We recommend a tracked service and keeping proof of posting. Items remain your responsibility until received by us.

1.4 Refunds. We refund the item price to your original payment method once we receive the goods (or valid proof of posting) and have inspected them. We do not refund outbound delivery charges on goodwill returns. If you return only part of a multi-item order, we refund only the returned item(s).

1.5 Condition deductions. You may handle goods only as necessary to assess them (as you would in a shop). We may make a reasonable deduction for any loss in value caused by handling beyond this or by missing parts/packaging.

1.6 Seasonal extensions. We may offer extended returns during peak periods (for example holiday or back-to-school windows). When offered, the extension and applicable dates will be shown on the store and will override the 30-day period for eligible purchases.

If you purchase online, you have 14 calendar days from the day after you receive your goods to tell us you wish to cancel (change of mind). For orders dispatched in multiple consignments, the 14-day period runs from the day after the last item is received.

2.1 How to cancel. Use our returns form or email shop@abrsm.ac.uk with your order number and a clear statement that you wish to cancel. You may, but do not have to, use the Order Cancellation Form at the end of this policy.

2.2 Returning goods after cancellation. Send goods back within 14 days of telling us you’re cancelling. We’ll confirm eligibility and provide the correct return address. Keep proof of posting. Goods remain your responsibility until they reach us.

2.3 Refunds for statutory cancellation.
We refund:
the price paid for the returned goods; and
outbound delivery charges up to the cost of our cheapest standard delivery if you cancel the entire order. Premium or expedited upgrades are not refunded.
We do not refund outbound delivery where only part of the order is returned unless an item is faulty or we made an error.

2.4 Timing and method. We refund within 14 days of the earlier of (a) receiving the goods back or (b) you providing evidence they were sent back. Refunds are made to the original payment method unless you agree otherwise. We may withhold the refund until we receive the goods or proof of posting.

If an item is faulty, damaged or not as described:
Within 30 days of delivery: you have a short-term right to reject and receive a full refund.
After 30 days: we’ll provide a replacement in the first instance. If that’s impossible, or not carried out within a reasonable time without significant inconvenience, you can request a price reduction or refund.
If we supplied the wrong item or it was damaged in transit, we’ll arrange a replacement or refund and cover all return costs.

3.1 POD titles. For print defects or transit damage we will reprint and reship or refund. We may ask for clear photos and, if appropriate, authorise disposal or recycling instead of return. Do not dispose of any item unless we confirm this in writing. Please use the returns form or email shop@abrsm.ac.uk with your order number, details and photo links if helpful. Retain packaging until we advise next steps.

3.2 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.

Our POD books are printed after you place your order but are not personalised. The same statutory cancellation rights apply as for any other goods. Any quality issues will be resolved by reprint or refund.

4.1 Pre-production cancellations. If you contact us before your POD title enters production, we’ll try to stop production and refund your order straight away. If production has already started, your statutory and goodwill rights above still apply.

• Digital downloads once accessed or downloaded (your cancellation right is lost once download begins after you consent to this).
• Sealed audio/video or software once unsealed after delivery.
• Personalised or custom-made items (if offered in the store).

Note: Standard ABRSM publications (including POD titles that are not personalised) can be returned if unused and resaleable unless otherwise stated on the product page.

One item faulty in a multi-item order: we’ll remedy that item (repair, replacement or refund) and process any partial refund due.

Bundles and free gifts: associated free gifts must also be returned with a bundle or promotion item, or their value may be deducted.

Late delivery: If we cannot deliver within the timeframe agreed (or a reasonable additional period you set), you may treat the contract as ended and receive a refund.

Missing or lost in transit: If your parcel doesn’t arrive, contact us. We’ll investigate with the carrier. Where loss is confirmed or there is no delivery scan within a reasonable time, we’ll replace or refund.

Tracking shows delivered but you didn’t receive it: Contact us promptly. We may ask you to complete a non-receipt declaration while we investigate with the carrier, we’ll replace or refund as appropriate.

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

1. Go to the returns page and complete the form with your order number and return reason.
2. We’ll review the request and confirm eligibility, the next steps, and the correct return address by email.
3. Send items back within the applicable window: 30 days for goodwill returns, or 14 days after notice for statutory cancellation.
4. Keep proof of postage and use a tracked service if possible.
5. We’ll email you when the refund has been processed.

Do not send returns to our head office. After you submit the returns form, we’ll confirm the correct return address by email.

We require a valid order number or other proof of purchase. Returns are monitored to prevent abuse, items returned not meeting this policy may be refused or a reasonable deduction may be applied. We may authorise do-not-return disposal for low-value or clearly faulty/damaged items; if so we’ll confirm this in writing.

We aim to resolve complaints directly. Please contact shop@abrsm.ac.uk. If your complaint remains unresolved, we will provide details of an approved ADR provider and state whether we agree to use ADR in your case. We are not obliged to use ADR and do not commit in advance to do so.

Risk: You are responsible for returned goods until we receive them; please pack securely.

Governing law: England and Wales (local mandatory consumer protections still apply for EU/international consumers where relevant).

This policy forms part of our Terms of Service and should be read with our Shipping Policy.

Order number:
Goods:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Email / telephone: