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Returns policy

If you have purchased items over the telephone or via this Web site, we offer a 14 calendar-day period in which to return items for any reason.

You should contact us for a returns authorisation number (RAN) within 14 calendar days of receiving the item(s), and must return the item(s) to us within a further 14 calendar days of being given a RAN. We will process your refund within 14 days of receipt of the returned item(s).

On orders which were correctly supplied and non faulty, the customer is responsible for the cost of returns. On orders which were incorrectly supplied or where a faulty item was supplied, we will cover the cost of return.

We will refund your original delivery cost, except: if you chose to to have the goods delivered by more expensive means than the cheapest standard delivery option offered to you, we will refund the cost of the cheapest delivery option which you could have chosen.

Rights of return are to be considered forfeited if the goods have been customised or manufactured or ordered to the customer's specifications. This also applies to items subject to wear and tear such as strings, as well as to items such as reeds, harmonicas or recorders which cannot be returned for reasons of hygiene.

If an item (including its packaging) is returned in a condition different to when it was sent out, we may make a reasonable deduction to account for the fact that we are no longer able to sell it new at full price.

We are unable to accept returns from outside the EU apart from on faulty goods. The reason for this is that VAT (sales tax) & duty are charged by UK Customs on re-entry to the UK which we cannot subsequently reclaim. Sales outside the EU are on a firm order basis only.

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. Please note: failure to inform us immediately of receiving a damaged 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, except in the case of faulty sheet music or CDs, when we will replace the item.

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