Returns and refunds

This policy covers £25 reservations, Kickstarter pledges and orders from spinemusic.com. We deliver to UK addresses only.

Reservations

Your £25 reservation is refundable on request until the Kickstarter campaign goes live. Email hello@spinemusic.com and we’ll refund it to the card you paid with. After that it can’t be refunded on its own. When you buy Spine, on Kickstarter or at spinemusic.com, we send your £25 back to you.

Cancelling your order

You can cancel your order or Kickstarter pledge without giving a reason, from when you place it until 14 days after the day Spine is delivered to you. While the Kickstarter campaign is live, you can also cancel your pledge on Kickstarter.

To cancel, email hello@spinemusic.com with your name and order or pledge number, or send us the cancellation form at the end of this page.

If Spine hasn’t been dispatched, we refund everything you’ve paid, including delivery, within 14 days of hearing from you.

If Spine has been delivered, we book a courier to collect it from you. The collection costs £40, which we deduct from your refund. Please have Spine ready for collection within 14 days of telling us you’re cancelling.

Keep the box and inserts until you’re sure you’re keeping Spine, and please pack it in its original packaging.

We refund the price and the standard delivery charge, less the £40 collection, to your original payment method within 14 days of you telling us you’re cancelling.

You can unpack, set up and try Spine as you would in a shop. If it has been handled beyond that, or is damaged on the way back because it wasn’t packed properly, we may deduct the loss in value from your refund, or ask you to pay it if we’ve already refunded you. Handling beyond a shop includes marks or damage from wall-mounting, scratches, and missing parts.

Damaged or faulty

If Spine arrives damaged, please email us photos, ideally within 48 hours, so we can claim from the courier. Reporting later doesn’t affect your rights.

By law, Spine must be as described, of satisfactory quality and fit for purpose. If it isn’t, you can reject it for a full refund within 30 days of delivery. After that, you’re entitled to a repair or replacement and, if that doesn’t fix it, a refund or price reduction. We pay to collect and return any faulty or damaged unit.

12-month guarantee

In addition to your legal rights, Spine Music Ltd guarantees Spine against defects in materials and workmanship for 12 months from delivery, for units delivered in the UK. To claim, email hello@spinemusic.com with your order or pledge number and a description or short video of the fault. We’ll repair or replace Spine, at our choice, and cover collection and return.

The guarantee doesn’t cover accidental damage, misuse, or mounting that doesn’t follow our instructions. It also doesn’t cover use with a power supply other than the one supplied, unauthorised repair or modification, or normal wear and tear.

Contact

Spine Music Ltd · 71-75 Shelton Street, Covent Garden, London WC2H 9JQ · Company no. 17129395 · hello@spinemusic.com

Cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Spine Music Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, hello@spinemusic.com

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],

Ordered on [*] / received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.