Distance Selling Regulations for orders placed over the phone or on website
Any order placed on our website may be cancelled within 14 days of the order being delivered. The returns procedure as outlined below must be observed. Should you change your mind about an order, for whatever reason, we will refund you for the product alone once we have received it in its original condition. We reserve the right to refuse refunds if the goods are not received back in unused and saleable condition. If any goods returned to us without a fault under the Distance Selling Regulations show signs of use (effectively making the instrument second hand), no matter how small, a 25% restocking fee will be applied. No returns can be accepted on software, audio or video recordings unless the security seal is intact, unless the product is proven to be faulty. Your original postage costs and return postage costs will not be reimbursed.
Orders place when visiting the shop
You have no right of return for any items bought whilst visiting the shop, unless they are proven to be faulty. You only have an automatic right of return for orders bought online or by phone. By prior arrangement, we may agree to a credit or exchange if the instrument is in perfect condition, but please contact the shop in advance to discuss beforehand.
PayPal fees - Non refundable in the event of a no-fault return
PayPal has recently stopped refunding transaction fees to vendors. This means that if you receive your order in perfect condition, but decide to return it because you have changed your mind, we would lose the original transaction fees. For this reason, we can no longer refund the PayPal transaction fees in the event of a no-fault return.
Restocking fee of 10% for items fitted with Strap buttons or Pickups
If you opt to have strap buttons fitted, or a pickup installed on our ukulele, and then subsequently decide to return the instrument, then unless there is a proven fault with it a 10% deduction will be made on your refund. We hope you understand that fitting these items to a ukulele will make it less attractive for other purchasers, and we are likely to have to sell the instrument at a discounted rate.
Damaged or Defective goods on arrival
Every effort is made to ensure that the product you order reaches you in good condition. Very rarely, an issue will need to be reported but be assured that we always sort problems out quickly and effectively.
If on arrival there is a proven fault with a product, then we will refund you the product costs, the original postage and the return postage costs, or we will send a courier in to pick the item up for return to us, whichever is more convenient for both parties.
You are responsible for checking the product on delivery to ensure that no transport damage has occurred and that the product is not defective in any way. Please report any courier damage or missing items within 24 hours.
Please bear in mind that all the ukuleles that we sell, regardless of price, are made by human beings and as such will reveal small inconsistencies and imperfections if scrutinised very closely. We try to be absolutely honest with our descriptions and if we find anything that falls outside of the norm during our setup, we will be in touch with you to let you know in advance of shipping.
Notification of an intended return must be received by telephone or email. We will respond to you and acknowledge the return, and give you any specific instructions relating to the situation. Please ensure that you await instructions from us if you are intending to return an item from overseas. You are responsible for the safe packaging of any item returned to us under the Distance Selling Regulations. We are not liable in any way for items that have been sent by you which do not arrive safely at our premises. Should this occur we will be unable to offer a refund and you will reclaim the full amount from the carrier. All items returned to us must be accompanied by a copy of the original paperwork sent with the instrument and a covering note, including your full contact details. All accessories shipped with a product (cables, manuals etc) must be included with it in the original packaging.
Items purchased by customers must be used only for their intended purpose. If upon inspection any item is found to have been used inappropriately and no manufacturing fault is discovered, we will return the item to you and charge you 25% of the selling price to cover expenses incurred in testing the product plus the return postage costs. Any product found to have failed under normal usage will be repaired or replaced at our discretion. Items under manufacturers warranty may be returned to the manufacturers for specialist repairs. Please report any damaged or defective items within 24 hours of receiving the delivery. We operate a "return to base" warranty, so for items which fail during the warranty period, but which arrived in good condition, you would be responsible for the cost of returning the goods to us.
Second hand and ex demo goods are covered by a 3 month warranty period, whilst new items are covered by a one year warranty. Consumable items such as strings are not covered by any warranty. To confirm the warranty period on any product please contact a member of our staff directly.