Returns Policy
If an item develops a fault, arrives damaged or is no longer required, please contact Omnichord Heaven before sending anything back so we can point you in the right direction.
We understand that sometimes products need to be returned. If your item has developed a fault, is damaged or is no longer required, please contact us by email using the contact page.
Please do not send goods back without contacting us first. Some items are rare, used, repaired, custom-built or new old stock, so a quick message first can save a lot of confusion.
We cannot usually accept returns on unwanted products purchased in store where you received a demonstration. If the item was retail packaged and you did not receive a demonstration, please return it in its original packaging, unused and unmodified.
The term "not fit for purpose" applies where goods were not described correctly. It does not usually mean that an item can be returned simply because you have changed your mind. Mistakes can happen though, and we want you to be happy with your purchase, so please get in touch.
Faulty or damaged goods will be repaired or replaced at our discretion in the fastest possible time during the relevant warranty period. If an on-site warranty applies, we will arrange an engineer visit; otherwise the item will need to be returned for repair.
For online or telephone purchases, excluding online auctions, customers normally have the right to tell us they wish to cancel within 14 calendar days from the day after delivery, then return the item promptly once the return has been arranged. If the item was delivered or demonstrated in person, the store-purchase section may apply instead.
Refund condition
To receive a full refund, the item should be in its original packaging and in new condition with all accessories, manuals and any included gifts. You should take reasonable care of the item while it is in your possession.
If an item has been used beyond normal inspection, installed, or modified, a partial refund may still be possible in accordance with statutory rights.
Return steps
We are unable to refund items damaged during return shipping, so please pack items carefully.
Return address
Omnichord Heaven
41 Langdale Road
Northampton
NN2 7QQ
United Kingdom
Refund method
Refunds are issued in the same manner as the original payment, including original delivery costs, except for any additional carriage option chosen above the least expensive delivery method offered by us.
Where a distance-sale refund applies, it will be processed after the returned goods have been received and checked.
If you choose to cancel an order that you have not yet received, please contact us by email and include your order number if you have it. Once we have received your request, we will contact you to process the cancellation.
If it is too late to cancel delivery, please contact us to discuss an exchange or refund. Online or telephone order cancellations need to be handled by email or phone so that the original transaction can be reversed properly.
Sometimes we undertake special commissions or modify or build a product as a special order. Usually it is not possible to refund payment if work has already begun. In some circumstances a partial refund may be possible. Deposits are non-refundable for custom orders.
Old stock spare parts are usually rare, discontinued items and are sold as-is. If you are unsure whether a part is suitable, please contact us before ordering. If you run into trouble, please contact us for assistance.
A short email with your order details and a few clear photos is usually the quickest way for us to work out what should happen next.