Repair Studio: +44 20 8662 8420
Returns policy
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 repair studio 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
If you have purchased items over the 'phone or via this Web site, you have a seven-day cooling-off period in which to return items if they are unsuitable. The goods must be in exactly the same condition you received them in - and must be notified to us within 3 days of purchase. The goods must be returned within 7 days. Goods returned that are not in the same condition that they were sent out in may incur a re-stocking charge. Please contact us first, for a returns authorisation number (RAN). Any goods returned without a valid returns authorisation number will be returned to you.
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.
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