Faulty Items
If you have received a faulty item, please contact us for a Returns Authorisation before returning it.
Instruments are set up in our workshop prior to despatch, and should reach you in perfect condition. If an instrument appears damaged on arrival, you must inform us at the earliest opportunity, preferably on the day of receiving the goods. Please keep all packaging materials in case this should be needed by our insurers. Once we receive the damaged instrument, we will assess it for repair or replacement. Please note: failure to inform us immediately of damaged instruments may render you liable for associated repair charges.
In the case of faulty sheet music, accessories or CDs, we will replace the item.
Incorrectly supplied items
Our staff are our greatest asset, being friendly, knowledgeable and helpful to the extreme. They are of the species Homo sapiens, which has one minor drawback: they are human and so do very occasionally make mistakes. If an item you have received is not what you ordered, please contact us for a Returns Authorisation before returning it. We will then exchange this for the correct item.
All other returns
Due to obvious copyright implications, we do not refund or exchange sheet music or CD purchases unless they are faulty or incorrectly supplied. All other returns - provided the goods are in the same condition you received them in - must be notified to us within 7 days of purchase. Please contact us first, for a Returns Authorisation. Returned instruments may incur a re-stocking charge, covering our credit/debit card costs and workshop time.
We are unable to accept instrument returns from outside the EEC. The reason for this is that sales tax & duty would be charged by UK Customs on re-entry to the UK which we cannot reclaim. Sales outside the EEC are on a firm order basis only.
Also see
Guarantee
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