Refunds and complaints

Existing purchases

For an existing order, return or complaint, contact [email protected] with your order or instrument number and a description of the issue. The move to this website does not cancel existing orders, warranties or statutory rights.

Withdrawal from a distance purchase

Where consumer withdrawal rights apply to a non-personalised distance purchase, the usual withdrawal period is 14 days from receipt, not from the order date. Goods made to the consumer's specifications or clearly personalised may fall within the statutory exception. Being handmade alone does not remove consumer rights.

The applicable pre-contract information and your individual offer explain arrangements for your purchase. Contact us before returning an instrument so that suitable shipping can be arranged; this does not limit your right to give a withdrawal notice within the applicable period.

Complaints and warranty

Personalisation does not remove statutory rights concerning faulty goods or lack of conformity. Tell us about the problem and, where helpful, include photographs. Reporting an issue promptly helps us investigate; your statutory complaint rights remain unaffected.

Any manufacturer's warranty is additional to, and does not restrict, rights under applicable consumer law. See owner care and warranty information and the documents supplied with your instrument.

Orders and payments

This website accepts enquiries, not online checkout orders. Specifications, price, payment stages, delivery and purchase terms are confirmed in an individual written offer before you decide to order. Mandatory consumer protections remain applicable.