Goods are your responsibility until they arrive back with us. That means you should take the utmost care in re-packing them to ensure they are not damaged in transit. In the case of instruments we stipulate that you use a suitable courier that does not have instruments on their exclusion list.
If goods are found to be faulty you are entitled to a suitable replacement, repair, refund or credit note. In the case of refunds, the basic cost of p&p charges will also be refunded where applicable. Return carriage will also be refunded. Please contact us via our returns form ASAP. According to the Consumer Regulations Act you have 30 days from receipt of the goods to notify us that you are rejecting them as faulty.
If a fault develops in the first 6 months we will attempt to repair or replace the item. After one attempt to repair or replace a faulty item, you're entitled to ask for a second repair, replacement, refund or price reduction. This does not include known issues that are intrinsic to the nature of the instrument, for example fret buzz on a strung instrument.
Non Faulty Goods
When buying goods you have your basic Statutory Rights. That means that your goods should be of satisfactory quality, as described, fit for purpose and last a reasonable length of time. Although we take very special care to ensure that all of the goods we stock satisfy these basic criteria and a whole lot more, from time to time you may wish to return an item. If you feel that your goods do not satisfy your Statutory Rights, please contact us via email to describe the issue and we’ll always do our best to come to a satisfactory conclusion with the minimum distress possible. Although in some cases a refund may be given at the discretion of the management (including basic p&p charges where applicable), in most cases you will be provided with a suitable replacement, repair or credit note. You remain liable for the cost of return, although replacements/repairs will be sent out free of charge.
NB; In all cases there is room for interpretation of the law. and there is a provision for expectation vs price paid. The old adage ‘you get what you pay for’ holds true. For example, it is reasonable to expect that the finish on a £2000 instrument should be perfect, on a sub £100 instrument this is not a reasonable expectation. The same principal applies to playability, sound quality and functionality.
Your Right to Cancel
According to the Consumer Contracts Regulations introduced in 2014 when purchasing goods online you are entitled to a 14 day cooling off period from the date you receive the goods. That means you can return the goods (at your own expense) for a refund if you change your mind within that time frame. If you wish to cancel your purchase, you will need to notify us immediately via email. The basic cost (ie. exlcuding special services) of the outward shipping will be refunded where applicable.
You won’t get a cooling-off period when you buy:
- an item that was personalised or custom-made for you
- a CD, DVD or software, if you break the seal on the wrapping
NB; If you’re unsure as to whether you are going to accept the goods, please be aware that you are only entitled to a full refund if the goods are returned sellable as new. Therefore care should be taken in handling and trying the goods. They will also need to be re-packed carefully in the original packaging. Any attempt to modify the goods will be seen as an admission that the goods have been accepted and the return will not be accepted. The retailer is at liberty to make deductions according to the condition the goods are returned in. This includes, but is not limited to obvious signs of use, stains, aesthetic damage and smells (smoke for example). It is also your responsibility to ensure that the goods are adequately insured against damage in transit. If goods are returned damaged, appropriate deductions will be made at the discretion of the management. You will need to seek compensation from the courier for any damage caused in transit. You should also consider that the cost of returning goods via a courier can be expensive, particularly if they are large/heavy, delicate or packed in multiple boxes.
*In the case where multiple items are ordered and only some items returned, refunded carriage (where applicable) will be proportionate.