This page sets out Terms and Conditions of doing business with Rich Tone Music Ltd.
If you purchase an item from us, it will be from:
Rich Tone Music Ltd
64-82 Broadfield Road, Sheffield
S8 0XL , United Kingdom
Telephone: 0114 362 7777
VAT Number: 870 3855 09
Company Registration Number: 05285423
Photography and Product Specifications
Due to quantities of listings we may use library photography from suppliers. While we use reasonable efforts to include accurate and up-to-date information on our website, photography may be supplied by the manufacturers and specification is subject to change at any time. We endeavour to place many of our guitars through our Guitar Gallery process where the guitar is individually weighed and serial number specific. This is clearly indicated on the product page.
Payment must be received in full before Rich Tone Music will dispatch any goods. All Prices are quoted in UK Pounds (£) and include VAT at the UK rate unless otherwise stated.
Payment will only be accepted in UK Pounds (£) unless otherwise stated.
We accept the following forms or payment online:
- Credit/Debit card via SagePay
- Online Finance through one of our chosen finance providers
- Bank Transfer can be arranged on request.
We do not accept:
- postal orders
We do not take any responsibility for any import taxes, customs charges or administration fees payable on orders made outside of the European Union zone. E.g USA, Norway etc.
Any credit note / voucher must be redeemed within 12 months from the date of issue.
Responsibility for ownership of the goods passes to purchaser once Rich Tone Music have delivered them.
Options for alternative delivery addresses may be provided during the checkout pages via the website depending on method of payment, and will be subject to our multi-layered fraud screening system. We can only deliver goods to the same address to which the credit/debit card used to pay for the goods is registered for payments over the telephone.
Unless otherwise advised, delivery will be made by UPS or DPD courier service and will usually be delivered during next working day or via Royal Mail which is around 3 posting day’s delivery time.
All delivery times are estimates and we will do our very best to deliver items when quoted.
The charge for delivery will be shown during the checkout process before you transmit your details over our secure server.
All deliveries are subject to stock availability.
Damages/shortages must be notified within 1 working day of delivery. You may be asked to supply photographic evidence of any damage.
eBay Buy It Now
We ask all customers to pay for the items immediately after clicking buy it now.
We have items listed on many selling channels and reserve the right to sell to those customers who pay for the item first.
Voucher codes cannot be used in conjunction with any other offer, finance or discounts and reserves the right to cancel and refund any orders that are in breach of this.
Third party website discount codes cannot be used through www.richtonemusic.co.uk NOTE: voucher codes for Amazon/eBay can not be utilised via www.richtonemusic.co.uk
When you place an order to purchase a product from www.richtonemusic.co.uk, you will get a sale confirmation e-mail which details the specifics of your order. This is for orders placed on www.richtonemusic.co.uk, via our Ebay shop and through Amazon Marketplace.
Your order is accepted and a contract is formed between www.richtonemusic.co.uk and you when we despatch the goods you have ordered and not before. Any products not on the dispatch confirmation E-mail do not form part of that contract.
Cancellation of Orders – Procedure
Cancellation requests must be emailed to us [HERE].
Whilst every effort will be made to cancel the dispatch of an item, please note that we cannot guarantee that order cancellations can be made if after 2pm on the day of dispatch for courier items.
Royal Mail items can often NOT be cancelled on the day of dispatch due to the bulk volume shipped, picking your out once packed is not practicable.
Any transportation costs for cancelled orders must be paid by the purchaser, except in instances where the goods supplied are faulty, have been supplied in error, or mis-described by the seller.
Returns and Refunds
Return requests must be emailed to us [HERE]
Special Order Items
The Consumer Contract Regulations 2013 does not apply to these items for any reason. Contractual defect and warranty conditions of sale do apply.
A Special order item is any order which has been specified or customised to the customer’s specifications. This also includes any item which is not typically stocked by Rich Tone Music and has been ordered in at the request of the customer.
The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality.
During the expected lifespan of your product you’re entitled to the following:
- Up to 30 days: If your goods are faulty, you can get a refund
- Up to 6 Months: If it can’t be repaired or replaced, then you’re entitled to a full refund in most cases however you have to give the retailer one opportunity to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described.
Goods cannot be returned as faulty where a specific defect in the product was brought to the attention of the customer at the point of sale.
- New items come with a 12 month warranty unless otherwise specified or extended by manufacturer (this does not include strings or valves which have a limited warranty period).
- All 2nd hand items have a 30 day warranty unless otherwise stated
- This policy is invalidated if the goods have been altered in any way from their original condition, or if the fault is due to misuse by the purchaser.
- Orders for software products or hardware that includes software as part of the package, cannot be refunded once the software has been opened.
- Video/Audio content in the form of CDs or DVDs also cannot be returned if the item has been opened.
- If further clarification is required on our Returns Policy regarding software and audio/video content, please email us [HERE]
- Items where there may be a hygiene concern if the product is used (e.g. microphones and earphones) may only be returned/exchanged if the packaging is factory sealed and unopened.
Consumer Contracts Regulations
Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it.
In accordance with the Consumer Contracts Regulations, any goods can be returned for any reason within 14 days after cancellation to return for a refund. Returned goods must be in their original condition and packaging. Please note, however, that this does not apply to items bought in store/in person.
The Consumer Rights Act means that customers are obliged to return items in the same conditions as they were received and as if they had looked and tried out as if in a shop environment – Consumers do not have the legal right to any remedy for problems caused by them damaging or misusing the goods, accidentally or otherwise.
Refunds can only be made by the method originally used to pay for the goods. Refunds are processed as quickly as possible and normally take 3-5 working days to show on customer’s account.
The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.
If you purchase a new product from Rich Tone Music, we can accept back your old product and will recycle it for you under the W.E.E.E scheme.
This service is provided on a like for like basis i.e. the new item is a replacement for the item you are leaving with us. If you purchased in store – you can drop off the old item for recycling up to 28 days from the date of new purchase.
Mail order and Internet Customers – for an additional charge we can collect the new item when you’re new item is delivered – please contact us at firstname.lastname@example.org and we can arrange for your item to be recycled under this scheme.
We take customers’ privacy and confidentiality very seriously so Rich Tone Music Limited does not disclose buyer’s information to any marketing third parties and takes every step to protect customer’s data.
Sell Your Gear Terms and Conditions - General
By accepting these terms and conditions you are confirming that:
- you are the owner or have permission from the owner to sell the item/s. We may ask for photo ID and/or proof of purchase/ownership.
- You take full responsibility for the packaging and safe transit of the item you are sending to us.
- You have or will provide us with your correct personal details and the bank details provided are correct and the name provided matches the account including any middle names.
- The item/s you are selling are to your knowledge fully working or you have made us aware of any defects or faults in advance.
We do try to be as transparent as possible with our price offers and take into account all factors in regard to the item we are buying.
Please make us aware if the item has been in a smoke environment in advance of sending as this can be a factor when valuing items.
We will give a valuation and indication of what price your item is likely to sell for, based on the current market.
Please note that any price we subsequently advertise your item for can be speculative and may be more than the suggested price but is not necessarily what the item will eventually sell for.
We may have to offer a discount or take part exchanges or in some cases offer 0% finance options.
The price we offer is always based on a suggested and reasonable sell price based on the current market and our sales history but doesn’t always account for all the fees involved in the re-sale.
When we have established the suggested sell price we can then offer a price to buy your item in. We take full responsibility for your item after we have purchased it and you will not be held responsible for any subsequent faults or issues found with the item.
After purchase your item is fully checked and set up. We then have your items pictured and listed on our system.
Some of our additional costs may include the offer of a warranty, shipping and collection, should the item break.
Our 2nd hand items can be offered on 3rd party sites such as ebay which have additional fees that may affect the sell price.
We comply fully with the UK Tax law with regard to the sale of 2nd hand goods and pay all taxes due on these sales.
If you have any questions about our service please ask one of our sales team to clarify any of the details.
Sell Your Gear Terms and Conditions - Collections
Please note that a Standard Collection isn’t insured.
We can provide additional Extended insurance up to £5000 for an additional £20 per box. Please contact us for details.
We strongly recommend that you insure your items separately as we cannot take responsibility for loss or items arriving damaged without additional cover.
You may find that your personal house insurance offers you some cover already so please check first.
This collection service is only available in the UK.
If you are outside the UK you can still ship to us yourself or contact us and we can advise how best to get your item to us.
Any successful claim for lost or damaged items will be limited to the amount offered by the courier.
If the item arrives and is faulty or damaged, Rich Tone Music cannot take responsibility for return postage and you would need to organise collection should you wish to have the item returned. If a faulty or damaged item can be repaired by Rich Tone Music we will do our best to offer a fair price factoring in any repair costs and subsequent change to the expected retail value.
In the unlikley event of a claim we will do our best to facilitate a speedy solution. Should you have extended cover andyour item suffers damage in transit we will assess the costs of any repair and any final compensation as agreed by our specialists will be limited to that finally provided by the courier. In this event Rich tone music may choose to return the item to you along with any agreed final compensation to facilitate the repair.
Any prices quoted are estimates given prior to you sending, and are based on the information provided and whilst we aim to be as accurate as possible we cannot give a guarantee of price until the items have arrived and have been fully checked and tested.
We aim to make any payment the same day as the item is processed onto our system where possible. Please include a note with all items detailing any relevant information relating to the agreed deal along with your full name, address and contact number so we can process it quickly.
If you are using your item as a part exchange and there is a balance to pay we will contact you to take final payment before dispatching your order.
Please note our collection service excludes certain items such as larger or heavy valve amplifiers, large piano’s and large speaker cabinets unless previously agreed and any heavy package weighing more than 25 KGS including packaging.
If you have an item outside of these criteria we may still want to buy it but please contact us in advance so we can advise how best to get the item to us.
Please note there may also be size limits to packages so please make us aware of any item over 1.2m in length
Extended insurance Collection details:
This is in addition to the Standard Collection details. For an additional fee of £20 per package you can extend the cover of the item you are shipping to us up to a maximum value of £5000, Please note this is in addition to the £10 collection fee and in the event of a successful claim is limited to the actual value of the item agreed prior to the collection and as detailed in any correspondence.
Extended insurance Procedure:
You must email us confirming the following details:
- You have read and agree to the extended cover collection terms and have provided images
- Number of packages to which you wish to apply extended insurance cover
- Full Name, Address, Mobile number
- Best day for collection Monday – Friday
Extended cover collection terms:
- You must provide good clear images of the item to be insured before collection clearly identifying the Make, Model and Condition.
- You must ensure the item is adequately packaged in an exterior box with sufficient cushioning please read through the packaging tips here: https://www.dpd.co.uk/content/products_services/packaging-tips.jsp to ensure the package meets the standard requirements. Please also provide images of the items packaged safely in the shipping boxes clearly identifying the cushioning around the item prior to sealing the package and collection. Boxes with internal packaging can be order from us for an additional £20 per box which covers the box, internal packaging relevant to the item being shipped and the cost of initially sending the box to you.
- You must add our address: Rich Tone Music limited 64 – 82 Broadfield Road, Sheffield , S8 0XL separately to the outside of the box as an extra level of security should the label become detached
- Please ensure the label provided is attached to the box and an image is provided of the sealed box with label attached being handed to the driver. Please ensure this is the correct and specific label for this insured item (Make and Model should be detailed in the label reference) The driver should then scan the label at which point DPD have officially collected the package.
Standard Collection details:
- You will need to box your items up safe for collection by courier.
- Please remove any existing labels from the boxes to save confusion and add our address details to the outside of the boxes. This can be written on if need be.
- We can then book the collection in for you.
- The cost of a collection is usually £10 per box and this can be deducted from the final figure unless agreed as part of the deal.
- Payment is usually made by bank transfer as soon as the items have been checked.
- DO NOT leave your package unattended prior to collection and please ensure that the package is personally handed over to the driver.
- When handing over items to the courier please ensure that the label provided is attached safely to the box and that the driver has scanned the item onto the courier system to ensure a smooth collections process.
- If possible we recommend taking a picture of the goods and driver as they are handed over. This is also standard practice for the DPD driver on collection and offers further security.
- If in any doubt please contact us prior to passing goods to the courier.
RTM VIP CLUB TERMS
All our membership fees are subject to change and may be adjusted in line with the current market but we will inform you in advance of any planned changes. Your VIP membership with be active for 1 month from the date of your payment or for 12 months from the payment date for an annual subscription. Your card details will be re-billed automatically based on your subscription choice eg. Monthly.
We reserve the right to cancel any subscription at any time for any reason, but should we do so, we will refund any outstanding balance based on the remaining pro rata balance unused in your subscription.
It is the responsibility of all VIP members to maintain their subscription and keep their payment details up to date to ensure there is no limitation in service.
We may offer promotions, discounts and initial free membership periods for new customers.
You may cancel your membership at anytime but no refund will be provided for any payments already made and your membership will end either at the end of the monthly or annual billing cycle based on the subscription you have made.
Should you wish to be removed from the database prior to this you can request removal directly by emailing us and we will remove you from the VIP membership program.
Free VIP Delivery
Enjoy free unlimited shipping. No minimum order value!
All VIP members will have their account free standard shipping on orders placed through our site (www.richtonemusic.co.uk) or over the phone where a valid VIP membership is applied.
The Free shipping offer does not extend to any 3rd party sites such as ebay, Amazon or Reverb and can only be accessed through richtonemusic.co.uk.
Please note that any upgraded shipping options will still be charged, for example, Saturday Delivery, Next Day Upgrades for Royal Mail (small) items.
Extra Large items, such as Pianos, 8x10 cabs (for example) where specialised transport may be required, is a chargeable service.
Standard shipping within the UK is £1.99 for small items travelling on Royal Mail and £6.99 for larger items travelling on DPD for delivery Monday-Friday.
Priority Access to Second Hand
Be the first to know! Never miss out and receive early access to all our second hand bargains.
There is nothing more frustrating than missing out on at bargain 2nd hand guitar, pedal or amp and we want to reward our VIP members by giving early access to all our latest offering.
We aim to publish all our latest 2nd hand in the VIP area around 24 hours before they go on our main site giving VIP members the best chance to get the bargains. The hidden VIP area will be in the drop down menu under the word "Shop". Clicking the "Shop" button will activate the drop down menu.
Note - you have to be logged in to the web site and have an active VIP subscription in order to view the VIP only sections.
Please note that publishing times may vary but we will always do our best to give our VIP members priority notice when new 2nd hand are added to the VIP Area.
VIP Prize Draws
Exciting prize giveaways each month for VIP Members!
As a bonus for purchasing your VIP Club Delivery Pass Subscription, all VIP members will be entered into a free prize draw to be drawn each month.
Prizes may vary and we will look to source interesting and unique offers to add value to your membership. Winners will be drawn randomly on or around the first week of the month following the prize giveaway offer and all winners will be contacted soon after. Any prizes not accepted by the end of the following month will be forfeit and will be re offered to VIP members.
By accepting the VIP terms and conditions you agree to have your name and Image where available published in our prize winners gallery and you agree that your name and image can be used for rich tone music promotional purposes in relation to the VIP members program. Please note we will never share any other information with 3rd parties
Free Guitar Health Check
Free expert advice and annual set up!
As a VIP member you can take advantage of a free guitar set up and health check once a year.
To book your free health check you must get your guitar to our store either in person or send it to us at your own cost and you must cover the costs of collecting the guitar or having it shipped back to you.
All insurance for the item in transit is the responsibility of VIP members.
Your free setup will involve a basic check over and adjustment. This may involve adjusting the neck truss rod, String saddles to set intonation and bring back to factory standard setup or customer preference. Please note the Free setup will not include the cost of new strings but the setup will include the fitting of new strings, should this be required if purchased as part of the set up.
We will also offer advice on how best to bring the guitar back to it’s full potential and the estimated costs involved should you wish to have more work done additionally to the basic free VIP health check and setup. Some of this work suggested but not included with the VIP Free health check may include Cleaning, Fret dressing, rewiring, nut replacement repair to cosmetic damage, replacement of batteries.
We aim to give our VIP members a great service and exceed expectations with this offer and we estimate that our free health check and setup will take around 20 min’s unless additional work is needed. To book for this service you should contact our store or email us and we can book your guitar in so our setup team are expecting you and we can make it a good experience.
Priority Sales Access
Exclusive VIP offers and early access to sales items and the latest deals.
We aim to have periodic special offers for our VIP members and may publish sale items and end of line offers as exclusives deals or in advance of opening them up to our wider customer base. We may also introduce offers from third party providers.
Our offers may be seasonal and will be developed over time to meet the needs and interests of our members
Exclusive merchandise available to VIP’s only.
We aim to have a selection of VIP merchandise available to purchase along with exclusive items and gift items that we feel will be of interest to our members. Our offers may be seasonal and will be developed over time to meet the needs and interests of our members. VIP merchandise may be offered on our main site or exclusively to VIP members and we may offer discounts and special incentives and giveaways from time to time.
In Store Events
Priority invitation to exciting and exclusive in store events.
Rich tone music have a long tradition of hosting exciting in store events whether it’s a new product launch or an Artist lead evening featuring some of the greatest brands and players in the music industry. These events always have a casual welcoming feel and are usually well attended and often oversubscribed so we want to make sure our VIP members have the first opportunity to book for these events. We aim to publish any up and coming events to VIP members first so you can book your place in advance. We also aim to have VIP exclusive events and will publish more details as available. Please note all invitations to Rich Tone music events are on a fist come first served basis and due to limitations on numbers some events may not be able to accommodate all members. Should you miss out on any events we will endeavour to offer priority booking for future events so please register your interest early.
Get the inside scoop on the latest new and second hand items. Plus How to’s, Q&As and much more!
With a wealth of experience in new, used and vintage gear we aim to offer exclusive content in terms of “How to” guides and nice demo’s of the most interesting gear. Along with Articles and details on new releases. While we aim to publish this content initially for our VIP members we may use it in other promotions and channels as time goes on.
VIP Members Area
Access and manage your VIP Account and Exclusive Content all in one place.
All your VIP information in one place. When logged into our site you will see the VIP logo showing you have the benefits turned on and you can access all the benefits right from here. Please note the VIP benefits and features are only accessible whilst you are logged into the website.
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- Pay Later 30
- Pay in 3 instalments
- Pay Now
Further information and Klarna’s user terms you can find here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in Klarnas privacy statement.
Taylor Guitars - Buy One, Gift One Promotion 2023
Please note that as of 00:01 20th November 2023 - RTM has withdrawn all offers pertaining to "Buy One, Gift One". All orders have to be logged in our system and dispatched/collected in full prior to this time. "Buy One, Gift One" cannot be used in conjunction with any other offer through the web site, or in store.