We want you to be happy with your purchase, and we value what our customers say. We believe you should be able to purchase anything from us with total confidence.

If you'd like to know more about something, or if you would prefer to visit us and try something out, we encourage you to get in touch before ordering: just ask us and we'll be delighted to help.

If you're reasonably sure an item is what you want, you can always purchase and try it out at home - and if you then find it's not quite what you wanted you are most welcome to return it as in our policy below. Becuase we understand what it's like to buy over the Internet you'll find our policy a lot more generous than most shops!

Summary:

• Don't want to keep it? Return it within 60 days of payment for a full refund - we ask you only to pay the return postage (see below for specific details)
• Faulty or not as described? Return it within 14 days of receipt for a full refund including the postage you pay to get it back to us (see below for specific details)

If you are at all unsure about something on our site, for your convenience we always suggest you contact us before making a purchase as we are always happy to discuss and help. If we can't supply what you want, we will do our best to recommend other suppliers who can.

Our returns policy on new items

General:

All new items are guaranteed against manufacturing faults for one year after purchase with the exception of Incredibows, which are guaranteed for three years. If you have any questions about any item before or after purchase, then please contact us and we'll help you.

Musical instruments are delicate things – please refer to our guide on violin care and bow care.

Item doesn’t suit your purpose or you otherwise decide not to keep it?

You are most welcome to change your mind! We appreciate that buying over the internet is not as easy as handling the goods in a shop, so if for any reason you decide you don’t want to keep an item, for example your teacher insists it's incorrect for you, then you have 60 days from the date of your ordering it to inform us. If you decide to cancel, then you must put this in writing and await our authorisation before returning the item - this is important because we need to be able to process the refund correctly. You must take care of the goods whilst they are in your possession and ensure that they are returned to us in the condition in which you received them. You will need to cover the cost of returning the item(s).

Items not as described?

If you consider we have not described the item correctly then we will refund the cost of the item in full including any postage you pay on return of the item in the condition in which we sent it to you. This no-quibble refund policy lasts for 14 days from the date of your receiving the goods. If you decide to cancel, then you must put this in writing and await our authorisation and instructions on postage before returning the item. You must take care of the goods whilst they are in your possession and ensure that they are returned to us in the condition in which you received them.

General:

Each old instrument or old bow is unique. We try our hardest to make sure they are sent out to their new owners professionally set up and in the state of repair as described. If you have any questions about an instrument or bow before or after purchase, then please contact us and we’ll do our best to help you.

Musical instruments are delicate things – please refer to our guide on violin care and bow care.

Old instrument or old bow doesn't suit your purpose or you otherwise decide not to keep it?

You are most welcome to change your mind! We appreciate that buying over the internet is not as easy as handling the goods in a shop, so if for any reason you decide you don’t want to keep an item, for example your teacher insists it's incorrect for you, then you have 60 days from the date of your ordering it to inform us. If you decide to cancel, then you must put this in writing and await our authorisation before returning the item - this is important because we need to be able to process the refund correctly. You must take care of the goods whilst they are in your possession and ensure that they are returned to us in the condition in which you received them.

Old instrument or old bow not as described?

We are careful to point out any flaws and to provide representative photographs for all our old instruments and bows. If you consider the item not to be as described then we will refund the cost of the item in full including postage on return of the instrument or bow in the condition in which you received them. This no-quibble refund policy lasts for 14 days from the date of your receiving the goods after which you will be deemed to have accepted the goods and will have no further claim against us. If you decide to cancel, then you must put this in writing and await our authorisation and instructions on postage before returning the item. You must take care of the goods whilst they are in your possession.