30-Day Returns Period

We offer a generous 30-day, no-hassle returns period on items purchased through our website or over the phone.

Within 14 calendar days of receiving your order, you can return items for a full refund. Within 30 days, you can return items in exchange for other items of the same value or higher. There are a few exceptions to this, which are outlined below. Please note that our in-store returns policy is different and is displayed in the shop.

How to Return an Item

If you would like to return an item for any reason, please request a Returns Number (RN) using our Self-Service Returns at www.justflutes.com/returns.

1. Request your RN through the Self-Service Returns page.
2. Send the item(s) back to us so that we receive them within 14 days of your RN being issued.
3. We will process your refund or exchange within 14 days of receiving the returned item(s).

Returned items are your responsibility until they reach us, so please ensure they are packed securely and cannot be damaged in transit.

Refunds & Delivery Costs

We will refund your original delivery cost except in the following circumstances:

• If you chose a more expensive delivery option than the cheapest standard delivery method offered, we will refund only the cost of the cheapest delivery option that you could have chosen.
• If an item is returned due to customer error (for example, an incorrect address was provided, the customer was not available to receive the delivery or refused delivery).

If the item is faulty or incorrectly supplied, we will send you a pre-paid returns label. Where an item was correctly supplied and is not faulty, we are unable to offer a pre-paid return, and you will be responsible for the return shipping costs.

Condition of Returned Items

If an item (including its packaging or any included accessories) is returned in a different condition to when it was sent out, we may, at our discretion, make a reasonable deduction from your refund to reflect the reduced resale value.

For example, we are unable to sell an item without its original box as “brand new”, and may need to offer a 10% discount on the retail price. If an item is returned without its original box, we may deduct an equivalent amount from your refund.

As another example, if an item included an accessory (such as a cleaning cloth or cork grease) and that accessory is used, damaged, or missing, we will need to replace it before resale. In this case, we will deduct the replacement cost of the accessory from your refund.

We do not accept returns for unwanted items after the relevant returns period above. If you attempt to return an item outside this period, we may need to send it back to your default delivery address and ask you to cover the delivery costs.

Exclusions apply: please see below.

International Returns (Outside the UK)

We are unable to accept returns from outside the UK apart from on faulty goods. VAT (sales tax) and duty are charged by UK Customs upon re-entry to the UK, and we are unable to reclaim these. In addition, any import duties and fees charged by the customer’s own Customs authority are non-refundable. As a result, sales outside the United Kingdom are on a firm-order basis only, except where goods are faulty.

Faulty Items

If an item appears faulty or damaged on delivery, you must inform us at the earliest opportunity, and within three working days of receipt. Please keep all packaging materials, as they may be required by our insurers.

Please note: failure to inform us within three working days of receiving a damaged or faulty item may render you liable for associated repair charges.

We will assess faulty items upon their return and may, at our discretion, offer a repair or replacement. In the case of faulty sheet music, we will normally replace the item.

Restocking Fee

Due to the length of time required to sanitise a returned instrument, we apply a restocking fee of £25 on returned woodwind and brass instruments to cover our costs. This will be deducted from your refund amount.

Exclusions and Exceptions

Some products and circumstances are excluded from this returns policy:

• You may try an item in your own home as you would in a shop; however, we do not allow items to be used for gigs or performances and then returned. This not only puts a lot of strain on a new instrument – it’s also super cheeky!
• Items which include downloadable content are non-returnable.
• Items which have been customised, adjusted, manufactured or ordered to your specifications are non-returnable.
• Items with adhesive backings once the protective backing tape has been removed (for example, Woodify flute thumb and finger rests, Flute Gels).
• Some items cannot be returned for hygiene reasons, including (but not limited to):
  • Reeds in unsealed packaging
  • Ear-plugs
  • Kazoos
  • Jewellery items such as earrings
  • Novelty toilet paper
  • Cleaning items which have been opened
  • This list is not exhaustive
• Items subject to wear and tear, such as strings, cannot be returned unless they are sealed and unused.
• Items purchased under a Finance Agreement can be returned within 14 days; however, the extended 30-day returns period does not apply to these purchases.
• Our in-store returns policy is different and is available to view in the shop.
• If you have tried an instrument in-store and later choose to purchase it online, it will be treated as an in-store purchase and the in-store returns policy will apply.

Fair Use

Our returns policy is intended to be fair and generous. If we suspect that a customer is repeatedly or deliberately taking advantage of this policy, we reserve the right to blacklist that customer and any associated accounts.

Please note, we reserve the right to take legal action if the items you return do not match what you originally ordered.

Also see

Terms of sale