Our returns and refund policy is governed by the EU Distance Selling Regulations. Almost all of our orders are processed without any problems, but if there is a problem, we’ll aim for a swift resolution.
If you decide that the goods really are unsuitable for your needs, then EU customers have the right to cancel the purchase within 7 working days from when the item was delivered. If you wish to do this, you must contact us via telephone on 01434 394130, or email via firstname.lastname@example.org, within this time period, and the goods must then be returned to us within a subsequent 21 working days.
Goods must be returned in a saleable condition, with all the original packaging and documentation. You will be responsible for the cost of returning the goods, and responsible for any loss or damage, so we recommend that you use a return service that includes insurance cover and a signature on delivery.
There is no right of cancellation for certain types of goods:
- goods tailor-made to your own specification
- Items which would not be re-sellable for reasons of hygiene (e.g. reeds, earrings)
- Music printed to order from publishers’ archives
Faulty goods, or goods delivered in error
If the goods are faulty, or not as described, or delivered in error where the error is on our part, then you must notify us immediately, by telephoning 01434 394130, or emailing us at email@example.com.
We will contact you within 24 hours to agree a resolution with you, whether that be a repair, replacement or refund depending on the nature of the problem. If the goods need to be returned to us, we will arrange for the return of the goods at our expense.
The Distance Selling Regulations are in addition to your statutory rights.
Musical Instruments on Approval
We appreciate that many purchasers may want a more flexible arrangement for buying an instrument off the internet – perhaps you need a slightly longer period of time to evaluate an instrument, to include lessons or a discussion with a teacher. Or you want to try a few instruments, and there’s a high probability that you might want to return it. If this is what you’re after, that’s absolutely fine! – though it’s best not to buy if off the website, but contact us directly so we can agree an on-approval arrangement tailor made to your needs.