Customer Care

For complete instrument sales, DHL are the preferred carrier and the price of shipping will be additional to the price of the instrument. Also, please note that some countries (including the EU post Brexit) will charge import duties (an example being 8.7% +$6.00 in the USA). Since the imposition of these taxes seems fairly random, the customer will be liable for any duty payable.

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Upon receipt, an inspection should be carried out prior to signing the delivery document since the signature is confirmation that the parcel has been undamaged in transit.

Should there be any sign of damage, we must be notified at once and the parcel returned to sender for evaluation, repair and possible claim against the courier.

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Also please note that the tonewoods used are selected from reputable sources and supplied in good faith.

We can not be held responsible for negligent storage resulting in damage caused by extremes in temperature or humidity.

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Following a purchase, an e-mail of confirmation will be sent personally, usually on the same or next working day (the only exception to this will be the rare event of a family holiday. In this case, please be patient - we do not wish to advertise empty premises).

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A small stock of the more popular pickups is held - for other pickups, scratchplates and accessories, lead times are generally 2-3 days and small parts will be posted on the same or the next working day following completion. 

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For smaller parts, postage in the UK is Royal Mail First Class and non UK deliveries are sent by Royal Mail Airmail. 

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Please ensure your Paypal information is accurate and up to date. In the event of delivery failure due to an incorrect address being supplied, free replacements will not be forthcoming.

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Return & Exchange Policy

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A one week evaluation period for new instruments is acceptable at the end of which, should the purchaser not be satisfied, they may return it at their own cost stating their reasons and take responsibility for its safe packaging and transit - should the instrument be returned in a damaged condition, part or whole of the cost may be retained by us.

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Should an instrument be returned bearing obvious signs of unprofessional / unauthorised tampering or modification, we will consider this a breach of warranty and will have no further statutory responsibility although repair may be effected at our discretion subject to charge.

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