top of page
オフィスでの握手

STORE POLICY

SHIPMENT OF ORDERS

The vendor shall not be bound by a contract of sale until the goods have been received by the customer. As indicated on the product page, delivery dates are provided as an estimate only - the vendor will use its best endeavours to comply with the date named for delivery. Many products are held in stock by the vendor, but in some cases the date stated is an estimate of the time it will take to order the item from the manufacturer and deliver it to the customer. The vendor reserves the right to part ship orders but will not charge more than the total advertised delivery price for delivery of the order in full.

CUSTOMER COMPLAINTS

In the event of the customer needing to make a complaint, firstly they should use the online form within our contact page. In many cases, a complaint is best resolved by the person responsible for the issue in question. If the complaint has been received by that person, they may be able to resolve it swiftly and will do so if possible and appropriate.

DELIVERY OF THE INCORRECT ITEM

  1. Any goods received by the Customer that the Customer considers as the incorrect delivered goods must be reported to the Vendor as soon as possible, and at the latest within 14 days of receiving the goods.

  2. The Vendor will collect incorrect goods from the Customer and deliver replacement goods as quickly as possible at its own expense.

  3. The Customer has a responsibility to return the incorrect item or any item that has been accidentally delivered to the Customer by the Vendor without order or payment.

  4. If the Customer doesn’t return it, the Vendor will charge the Customer the full cost of the item.

WITHDRAWAL OR CANCELLATION OF ORDERS

  1. The Customer has a right to cancel an order for items purchased from the Vendors website or placed over the telephone or by email no later than 30 days after delivery. For any cancellation of an order within the Customer’s statutory rights or under the Vendor’s Money-Back Guarantee, the Customer is responsible for returning the goods to the Vendor at the customer’s own expense.

  2. Orders can be cancelled by email.

  3. Items need to be returned no later than 14 days from the day on which the Customer communicated the cancellation to the Vendor.

  4. There are some restrictions to products that can be cancelled after delivery however as follows: Items that come directly into contact with the nose, ears or mouth, such as woodwind reeds, which are normally sold sealed in a shop and cannot be tested for hygiene reasons; Items that have been mixed/installed inseparably with other items after delivery or modified in any way.

  5. The Customer is advised to unwrap their products carefully, keep all packaging safe, examine the goods and if they don’t want the goods, to put them back in the box for safe return.

  6. The Vendor may cancel any order placed by a Customer until the goods are received by the Customer if the vendor is no longer able to supply the item, there has been a significant price change of the item, or if the Vendor suspects the transaction is fraudulent. If an order is cancelled by the Vendor any monies paid by the Customer will be refunded in full within 10 days.

bottom of page