Your instrument will most likely be with you for many years so it makes sense to try it out for more than an hour in a shop.
Our home trial even allows you try out mouthpieces, custom barrels, bells and ligatures.
Instruments
Instruments have a 14 day trial period so you can play the instrument at home or in band, take it to a lesson and show your teacher - basically make sure it's the correct Instrument for you. If not we refund the full cost of the Instrument, minus shipping costs. This trial 14 day period does not affect our standard offer of a 30 day return policy for any damaged or faulty goods. Returns are not accepted on special orders, bespoke or custom made items.
General Accessories
Accessories can be returned for refund or exchange provided they are sent back in a fully saleable condition with the original retail packaging, within 14 days of purchase. This trial 14 day period does not affect our standard offer of a 30 dayreturn policy for any damaged or faulty goods.
Returns are not accepted on special orders, bespoke or custom made items.
Mouthpieces
We offer a 14 day home trial period for mouthpieces. We also, at our discretion may allow three mouthpeces to be tried at a time with payment being made for one, the other two mouthpieces sent out on account. Mouthpieces returned are subject to a £5 re-stocking fee. 14 day trial period does not affect our standard offer of a 30 day return policy for any damaged or faulty goods. Returns are not accepted on special orders, bespoke or custom made items.
For all returns especially if you use a courier or send by post:
If you need to return an item please ensure it is returned as it was received including the original packaging. Please ensure the item is packaged appropiately so that it arrives safely. We highly recommend using a signed for service for all items and that you take adequate insurance cover for loss or damage especially for fragile items such as cellos and horns - they are easily damaged in transit. If a return item arrives back damaged we will not be liable for this and reserve the right to reject the return. Very importantly - if you are given the option from a courier to 'leave an item in a safe place' please do not accept this - one courier actually placed a high level tenor saxophone in our industrial waste bin and pushed a note through the door to say 'left in a safe place - in the bins'. Yes this really happened!
Faulty Items
If an item appears faulty on delivery, you must inform us at the earliest opportunity, and within two working days of receipt. If an item arrives damaged you must inform us within 24 hours of receipt in order that we comply with insurance conditions. Please keep all packaging materials in case this should be needed by insurers. Please note: failure to inform us within one working day 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, when we will replace the item.
Exclusions
Some products and circumstances are excluded from this returns policy:
- Items which have been customised, adjusted, manufactured or specially ordered are non-returnable.
- Reeds in unsealed packaging, mouthpieces (unless on trial by prior arrangement) harmonicas, kazoos, recorders, whistles, fifes, ear-plugs and jewellery items such as ear-rings and similar items cannot be returned for hygiene reasons.
- Items subject to wear and tear such as strings cannot be returned unless sealed and unopened.
- Items purchased under a Finance Agreement can be returned within 14 days - however the extended 30-day returns period will not apply.
- Items on a Rental, Loan or Buy-Back agreement are not included on this returns policy.
- Our in-store returns policy is different and is available to view in the shop.
