Customer Service

Terms & Conditions

Our Terms and Conditions for online distance sales


We sell our products to you and provide our services subject to the conditions below.  Please read these conditions carefully before purchasing.  By placing your order, you signify your agreement to be bound by these conditions. 


1.  Privacy

We do not share any personal information with any other company, and do not sell personal information to anyone.  We have no third party advertising on our website.

Information you give us is used solely to communicate with you about your enquiries, purchase, to enable payment to be made and to make it possible for it to be sent to you.

We do not store information about you in cookies.  The only information which may be stored is shopping cart and wish list data.  These cookies do not track you for advertising purposes.

If you make an account on our website, it is your responsibility to ensure that you keep your password safe and use a strong enough password to prevent unauthorised access.  We keep your account information on a secure database and do not make it available to anyone.


2.  Payment security

We accept 4 forms of payment: bank transfer, cheque, PayPal, card payment via PayPal. 

We use PayPal for all card transactions.  We do not therefore store any card details as this is solely handled by PayPal.  PayPal uses SSL technology to encrypt your information.

We are not responsible for any loss of cheques in transit to us.

We do not have access to your bank details when you make a bank transfer payment.  This may be the most secure payment method as this is controlled by your bank’s security system.


3.  Electronic communication

We use email to communicate with you.  You consent to receive emails (electronic communications) from us concerning your order.  You agree that these electronic communications and your emails and electronic orders are legal agreements and as valid as communications in writing.


4.  Copyright

All text and images are our property or the property of our suppliers.  You agree not to copy these without our consent.


5.  Product information

We endeavour to ensure that the information on our website is accurate.  Please read our summary of condition terminology which is used in the descriptions.  The descriptions are to some extent subjective and customers should satisfy themselves prior to purchase that the condition matches the description.  Purchasers can view any items by appointment.


6.  Conditions of sale

We will send you an e-mail confirming receipt of your order.  However, the contract of sale is not concluded until we have sent the product to you and have sent you an email confirming that the product has been sent.  Our website is kept up-to-date regarding stock availability.  However, should any item be unavailable after order, we will offer you a comparable alternative or full refund if funds have been transferred.


For items which are specially ordered for you from other suppliers, there will be a charge for cancellation.  The charge will depend on the goods ordered.

For custom work and repairs / midi fitting, cancellation is only possible before any work has been started.  If cancellation is necessary after the work has been started, there will be a charge depending on how much work has been carried out.  Sometimes custom work such as MIDI fitting/manufacture/repair can take longer than predicted and therefore time estimates for work are approximate and should not be relied upon.  We will try to keep the customer informed of any changes in time scale.


For all sales and work, no goods will be dispatched until full cleared payment has been received.


7. Delivery and receiving goods

Delivery times quoted are our best estimates but cannot be guaranteed.   Sometimes couriers can experience delays due to severe weather.  In this eventuality, we will try to keep you informed of progress.


If we are receiving an item from you by courier, it is your responsibility to ensure that we receive it in good condition.  Normally we expect all items to be fully insured by you.  If you are sending a particularly valuable item, please inform us of an estimated value before sending. 


8.  Customs and taxes

Items to be dispatched to countries outside the EU may be subject to additional import taxes at the destination.  These charges are your responsibility, and you should check with customs in your country – you are the importer.


9.  Returns

Customers in the European Union can return within seven working days (from the date of your receipt of the item or for services from the date of our receipt of your instrument) the item purchased.  You must inform us in writing or by email if you wish to do this.  You are responsible for ensuring that the item is returned to us and for the cost of delivery to you and return to us.  Note that all items can be viewed prior to purchase if you wish.  You are also responsible for ensuring that the goods arrive at our premises in the condition in which they were sent to you. 


For service work, work will normally commence within this 7 day period.  Therefore, please note that your cancellation right will end when performance of the service commences.  See point 5. above relating to services - If cancellation is necessary after the work has been started, there will be a charge depending on how much work has been carried out. 


If the item supplied is defective, you should inform us within seven working days.  We will then arrange to replace the item if a similar item is available, repair the item or give you a refund.  You are responsible for any costs in returning the item to us and are also responsible for ensuring that the goods arrive at our premises in the condition in which they were sent to you. 


10.  Our Guarantee

All of our new products and services have a one year guarantee.  Used products are also fully guaranteed.  You should notify us of the problem as soon as is practicable.  The guarantee will be void by third party work on the products.



Our contact details is our website address.