1. About Us
Hiscox Music Co. (“we”, “our”, or “us”) is the trading name of Hiscox Distribution Ltd, a company registered in England and Wales (Company No. 16602887).
We are the exclusive UK distributor of Hiscox Cases and retail a curated selection of musical accessories, pedals and related products through our website, showroom and live events.
Email: [email protected]
2. Scope of These Terms
These Terms apply to purchases made by individual consumers via our website, in‑store or at events. They do not apply to business‑to‑business (trade) sales, which are covered under separate Trade Terms.
3. Ordering
Orders may be placed online, by phone or in person. An order confirmation acknowledges receipt but not acceptance. A binding contract is formed only when we dispatch your goods or hand them to you in person.
We may decline or cancel any order before dispatch if an item is unavailable, mispriced or suspected of fraud.
4. Pricing and Payment
All prices shown include UK VAT (where applicable). Items sold on an agency basis on behalf of non‑VAT‑registered makers are exempt from VAT — see section 5 for details. Payment is required in full at checkout or at the point of sale. We accept the payment methods displayed at checkout.
Prices and availability are subject to change, but confirmed orders will not be affected.
5. Consignment & Agency Sales
Certain items listed on our website are sold by Hiscox Music Co. acting as a disclosed agent on behalf of individual makers. These items are identified on their product pages.
Because these makers are small independent businesses and are not VAT‑registered, no VAT is charged on the sale price of these items. Hiscox Music Co. charges a separate commission to the maker for this service, upon which VAT is accounted for by us.
All other consumer rights, including returns and warranty provisions, apply to these items in the same way as our own stock.
6. Delivery
Delivery charges and estimated lead times are displayed at checkout. Delivery is to UK addresses only unless otherwise agreed.
We aim to dispatch stock items within 1–3 working days of order confirmation. Delivery times are estimates only. We cannot be held liable for courier delays.
Risk passes to you on delivery; ownership passes once full payment clears.
7. Click & Collect / In‑Person Sales
Please retain your receipt as proof of purchase. In‑person sales are covered by your statutory consumer rights and our returns policy.
8. Returns and Refunds
8.1 Change of Mind (Online Orders)
You have 14 days from receiving your order to cancel under the Consumer Contracts Regulations 2013. Notify us in writing within that period.
Goods must be unused, in original packaging and returned at your cost (unless faulty). Refunds are processed within 14 days of receiving and inspecting the return.
8.2 Faulty or Damaged Items
Please inspect your delivery immediately on arrival. If any item is damaged in transit or incorrect, notify us within 48 hours of delivery with photos and order details so that we can raise the issue with the courier.
Faulty items discovered later should be reported as soon as possible and within a reasonable time. We will repair, replace or refund in line with the Consumer Rights Act 2015.
9. Warranty
All Hiscox Cases include the manufacturer's warranty against defects in materials or workmanship. Other products carry their own manufacturer warranties. This does not affect your statutory rights.
10. Custom / Personalised Items
Products made or modified to your specification — including logo‑moulded or custom‑built cases — are non‑returnable unless faulty. Lead times for these items will be confirmed at the point of order, and once production begins the order cannot be cancelled or refunded.
11. Product Descriptions
We take care to ensure all product descriptions, images and specifications are accurate, but small variations (e.g. colour or finish) may occur. If a material error is found, we will contact you before fulfilling the order or cancel it if necessary.
12. Privacy
We value your privacy and handle your data in accordance with UK data‑protection law. We do not store your payment card details.
13. Events Beyond Our Control
We are not responsible for delays or failures caused by circumstances beyond our reasonable control such as courier disruption, strikes, extreme weather or supplier shortages.
14. Governing Law
These Terms are governed by the laws of the United Kingdom. Consumers resident in England, Scotland or Northern Ireland will have their local mandatory rights protected and may bring claims through their local courts.
15. Contact Us
For any questions regarding these Terms or your order: [email protected]