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Terms & Conditions

Here at Andertons Music Company we're dedicated to your total satisfaction and that means being totally transparent about how we use data and new technologies. So these aren't just your regular boring terms and conditions, we've gone the extra mile to explain how the more advanced features of our site works and why we do it. If you have any suggestions or comments on how you think we could improve this page please email us using the contact form at the bottom of this website.

Nothing in these Terms and Conditions affects your statutory rights as a Consumer, of course!

Contacting Us

Andertons Music Company
58 & 59 Woodbridge Road, Guildford, Surrey
GU1 4RF, United Kingdom
Telephone: 01483 456 777
Fax: 01483 456 722
Email: info@andertons.co.uk
VAT Number: 211 457 986

Returns, Warranties, Faulty Goods & Damaged Goods Policy

For full details about our warranties returns policy, please refer to our Returns, Refunds & Exchanges page.
>> Andertons' Returns, Refunds & Exchanges Policy

Delivery Policy

For full details of our delivery policies, please follow the links below.
>> Andertons' Delivery Policy
>> Andertons' Click & Collect Service Policy

Incentives

For full details regarding our incentives such as finance and our loyalty points scheme, follow the links below.
>> Andertons' Finance Policy
>> Andertons' Loyalty Points Policy

Recycling & WEEE Policy

We have detailed our recycling policy on our Returns, Repairs and Exchanges Page
>> Andertons' Recycling Policy

Further Questions

If you have any further questions regarding our selling policies, please contact us using one of the means above.

Website Disclaimer

It is our aim to keep all information on this website is correct, however we do not warrant the accuracy and completeness of the material on this website. We reserve the right to make changes to the material on this website or to products and prices described in the site, at any time without notice. The material on this website may be out of date, and we make no commitment to update such material.

Privacy Policy

At Andertons Music Company we're committed to respecting your privacy. This privacy policy explains how we collect and use personal information. We believe a business should use customer information honestly and only so that we can provide a better experience for us customers, either directly - for example by using data about what products you've looked at in the past to show you more products we think you'll like in the future, or indirectly - like judging the performance of our website so that we can constantly improve it for a better experience for all our customers.

We will keep your information safe, never misuse it and never pass it on to other companies. We recommend you read this privacy policy in full before using this website or submitting any personal information - that way you know exactly what we'll be doing with the information you give us and can rest assured you won't have to worry about it. By using the site, you accept the practices described herein, which is a legal speak way of saying that we wouldn't ask for this information if we could provide the same super high quality online shopping experience without it, and as such by using those features of the website you are in a sense giving us the go-ahead to use that information to provide those features.

From time to time these practices may change, usually when we introduce new technology to further enhance your shopping experience or our site performance but any changes will be listed in the 'additions' section below and will only be applied moving forwards – there will not be any retroactive changes to the privacy policy!

We've built the website in such a way that you can browse and enjoy most of the site without ever having to give us any information that could identify you as a specific person (in legal parlance that data is referred to as PII - and includes, but isn't limited to, email address, name etc). However some of the more advanced features of the site (including buying things!) do require some PII, in those cases by providing us with PII you're also consenting to us using it to enhance your shopping experience. Because PII is particularly sensitive, we're also particularly careful about how it's used: we never, ever share or sell PII (or infact any data) to any other business. The only exceptions are third party partners listed below in additions. These are trusted partners that allow us to deliver a better shopping experience, and data is only shared with them to enable that. So once again to be clear by using those advanced features you are giving us permission to use your PII to do so.

For your protection, we're also registered under the Data Protection Act 1998 and have given all appropriate notifications to the Information Commissioner.

Collection of Information

We collect personal information, such as your name, postal addresses, email address etc. We store this information when you place an order with Andertons or submit your data to us (using a webform or a newsletter sign-up form). This data is held in accordance with our data protection registration notification. When you place an order on this website, we consider the information you enter as private. The information is kept on a secure server protected from outside parties. We offer the opportunity to opt-out of marketing activities such as our email newsletters and postal mailings, and will not pass your data on to third-party companies.

Payment Security

When you place orders or access account information, we offer the use of a secure server. The secure server software (SSL) encrypts all information you input before it is sent to us. Furthermore, as required by the UK Data Protection laws, we follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. Our security procedures mean that we may occasionally require proof of identity before we are able to disclose sensitive information to you.

Cookie / Tracking Technology

Cookies are pieces of data stored on your computer which our website uses to help provide a better user experience. We use cookie technology on our site. No personal information (PII) is collected by the cookies; they simply allow you to have a smooth shopping experience and allow us to find trouble spots, understand how visitors interact with andertons.co.uk and see how many visitors use our website. We recommend that you allow websites to set cookies. We cannot guarantee that you will be able to navigate andertons.co.uk if you disallow cookies. Below, we have listed the types of cookies we use and how we use them.

  • Shopping cart: When you add multiple items to your cart, a cookie is used to remember all the items that are in your cart. This cookie is stored for a short period of time in case you wish to create a basket, and check out later that day.
  • Customer login: When you log in to our website, we set a cookie that keeps you logged and means you can check out from our website without having to enter your password more than once. This cookie is also short term and will be remembered for around 24 hours.
  • Payment providers: If you wish to pay using Paypal or Instant Finance, cookies are required to retain your order details when you leave the Andertons website to process your payment on Paypal or our Instant Finance provider.
  • Analytics: We use a service called Google analytics to assess the use of our website, for example we track the number of visitors to the pages on our website. We use this information to improve our customer experience by, for example, ensuring that people get to the pages they want to see as quickly as possible. This cookie stores no personal information about you and your personal browsing activity cannot be monitored. Analytics cookies can be stored for up to around 30 days. This allows us to see how many users have returned to the site after an initial visit.
  • Facebook modules: The embedded Facebook comments and Facebook Like buttons use cookies, set by Facebook, to determine whether you are currently logged in to Facebook or not. These cookies are not used to collect data. We do not have access to this cookie data. Both of these services are hosted by Facebook on facebook.com.

We also use cookies for retargeted adverts. These cookies save data about products that you have viewed on our website, and may then display these products in adverts on other websites. This technology is provided by an external agency called MyThings. To find out more about retargeted advertising, or to opt out from Andertons' retargeted adverts, click here.

Distribution of Information

We may share information with governmental agencies or private companies assisting us in fraud prevention or investigation. We may do so when: (1) permitted or required by law; (2) trying to protect against or prevent actual or potential fraud or unauthorised transactions; or, (3) investigating fraud which has already taken place. We will not provide your information to any other company or organisation for marketing purposes.

Commitment to Data Security

We keep all your personally identifiable information secure. Only authorized employees, agents and contractors (who have agreed to keep information secure and confidential) have access to this information. All email newsletters from Andertons Music Company offer automated unsubscribe services so you can opt out of further mailings. To opt out of any other form of marketing, please contact us.

Leaving this website

Our web site may contain links to enable you to visit other web sites of interest easily. However, once you have used these links to leave our site you should note that we do not have any control over that other web site. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the web site in question.

Having said this, we abide by this privacy policy to the greatest extent we can in the management of external web services utilised by Andertons such as Facebook, Youtube and Twitter. These services are however governed by their own privacy policies.

Further Privacy Concerns

If you have any questions, concerns, or comments about our privacy policy please contact us. We reserve the right to make changes to this policy. Any changes to this policy will be posted.

Additions

December 2014 - We have introduced the use of cookie based advertising. This allows us to use your previous browsing data behaviour to make our off-site advertising more relevant to you. Instead of serving up generic adverts for Andertons we can show you specific products that you have either looked at in the past, or other products that we think might be relevant to you based on your browsing. For instance if you had looked at a particular guitar amp then a few days later were on a website that we would have otherwise served a generic advert on, we will instead show you a selection of products including the amp that you looked at, and other alternative options you might not have otherwise known about. This technology is enabled by our partner Criteo. You can read more about how it works here but rest assured that no personal information (PII) is shared with Criteo, just anonymised cookie data.

February 2016 -  We have introduced a new customer engagement system that will allow us to sophisticatedly communicate with our customers and users. What this means for you is that we'll make better use of all the data we have about you to ensure that we only send you emails that are completely relevant to you. It also means we will be able to offer an advance 'personal shopper' style experience that uses a combination of data based on how you interact with the site (behavioural data) and PII (when you're logged in). An example might be that if we can see you're spending a lot of time browsing a particular category we might email you with some helpful information such as a video or buyers guide relating to that category. Without this technology we would only have the option to hope people found buyers guides on their own, or sent emails to everyone (that had chosen to receive our marketing emails) regardless of whether it would be of any relevance. This technology provided by Emarsys. Features will roll out over the course of 2016.

Online Payment Methods

When shopping with Andertons online, you can pay using all major credit/debit cards, Paypal & Instant online finance, powered by V12 Retail Finance.

Credit & Debit Cards

We accept all major credit and debit cards including Mastercard, Visa, American Express and Maestro.

Our online payment process is fully secured with Thawte online security and https:// secure protocol.

Card payments are also secured with the UK 3D Secure Scheme. If your card is enrolled in this scheme (and most cards now are), you will be asked for a few characters from your card password when checking out. This adds an extra layer of security to card payments online, protecting against fraud. If you want to know whether or not your card is 3D Secure-enabled, please contact your bank or card provider.

Paypal

Paypal is a convenient method of payment which is used by millions worldwide so you may already have an account! If you opt to pay with Paypal, you will not have to create an account with Andertons unless you want to redeem loyalty points.

Instant Online Finance Powered by V12 Retail Finance

We have the latest in online finance technology which allows us to offer our customers 0% APR Representative Interest free credit over 9 months (on baskets worth over £300). The best news is that you can get a decision within minutes!

You can apply for 9 months interest-free credit on orders over £300 and you will get an instant approval or refusal. If your application is approved you could have your goods the next working day (if you order is approved before 12 noon). There are no forms to sign and your repayments will only start 1 month after you get the gear. Finance payments are easier than ever before and you could have your gear in the same amount of time it takes for us to deliver a credit card order!

Terms and conditions apply for finance orders. For more details, please visit our online finance information page.