We take great pride in the quality of our products and our service. Absolutely, our intention is to deliver total satisfaction.
Should you not be completely satisfied, we will do our utmost to resolve – whether the services of an onsite technician, polisher or alternative item is required, should you accept.
However, if you wish to return your item, you must contact us in writing within 7 days of receiving delivery. The item must be original and not a bespoke, made to order, special order or non-standard stock item. The item must be complete and in perfect condition, unmarked, undamaged – exactly as supplied. If the item is packaged, all packaging must be complete and in perfect condition.
You will receive a full refund of the item price and delivery charge (if noted) less the cost of return carriage* by the same method as paid, within 5 working days of the item arriving back with us. *You will either have arranged the delivery to us at your cost or our delivery carriers will collect the item and the cost of return carriage will be deducted from refund.
Returns must arrive at our premises within 14 days of delivery and you and us will make return carriage (collection and delivery) possible within reasonable dates and times i.e. Mon – Fri 8am – 6pm. For pianos, these must only be moved by professional piano carriers who are fully insured and guarantee delivery – assembled and complete – at our premises within 14 days of original date of your delivery.
Delivery service by us or our appointed carriers at the time of supply is expressly mainland UK, easy access and ground floor and not a remote location. This will be determined at the time or order. Any other delivery method is excluded from the item purchase / contract of sale. Non-standard delivery is therefore an auxiliary service which is to be arranged between yourself and a specialist carrier at your cost. In the event of complex delivery such off mainland; via stairs, crane, hoist and/or window/door removal – we will not reimburse such costs paid.
At the time of order, we reserve the right to decline delivery should the location be outside of our regular service area. In such case you will be able to complete purchase in store or arrange own collection at your cost, being exempt from classification of distance selling regulations. Your appointed carrier would be inspecting, approving and accepting the item on your behalf should you not wish to visit in person. The item will be made available for inspection at our showrooms or warehouse location.