JAS Musicals Limited - Return & Refund Policy
We want you to be delighted with your purchase. If you are not entirely happy with your item, you may return it under the terms outlined below, in accordance with the UK Consumer Contracts Regulations.
Online Purchase Returns
1. Eligibility & Return Window
You may return an item within 14 days of receiving your order. To be eligible for a return, the item must be:
- Unused and in its original condition, with all packaging, protective material, and accessories included.
- Returned to our premises within 14 days of your written return notification.
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Accompanied by valid proof of purchase (invoice, receipt, or Shopify order confirmation).
2. Non-Returnable & Final Sale Items
Certain items cannot be returned or refunded under any circumstances:
- Custom-made, specially tuned, or personalised instruments.
- Items that have been used, played, or damaged after delivery.
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Hygiene-related products (such as Flutes, mouthpieces, reeds, or instrument cleaning kits) if the sealed packaging has been opened.
3. Missing, Faulty or Incorrect Items
If your item is missing, faulty or incorrect, please contact us within 24 hours of delivery. We will arrange a replacement or refund and cover the return shipping cost.
4. Damage, Climate, & Transit Disclaimers
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Natural Material Waiver: String, wind, and percussion instruments made of wood, gourds, or natural animal skins may exhibit minor cosmetic variations, structural shifts, or surface micro-fissures due to atmospheric and climatic changes during transit. These do not constitute manufacturing defects.
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Tuning and Maintenance: Instruments may arrive slightly unpitched, out of tune, discordant, or off-key due to air-pressure changes during transit.
Minor tuning adjustments upon arrival are considered normal maintenance and are the buyer's responsibility.
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Mandatory Unboxing Video Requirement: To claim transit damage, the buyer must record a single, continuous, unedited unboxing video from the moment the outer courier tape is cut. Claims submitted without this video will be strictly rejected.
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Return Costs: The buyer is 100% responsible for all return shipping costs, international tracking, and cargo insurance.
- Condition Requirements: Instruments must be returned inside any included hard cases/gig bags and packed securely inside their original boxes.
5. Shipping Delays & Compensation Disclaimer
We use third-party courier services (such as DHL, FedEx, and UPS) to deliver your orders. While we strive to ensure timely delivery, we cannot guarantee exact arrival dates. Delays may occur due to external factors beyond our control, including:
• Adverse weather conditions.
• Strikes or industrial action.
• International customs delays and inspections.
• National holidays.
• Unexpected courier operational issues.
As such, no financial compensation or refunds will be provided for shipping delays caused by these external factors. Shipping charges remain non-refundable, even if delivery takes longer than expected. If your order is significantly delayed, contact us, and we will assist you in tracking the shipment and liaising with the courier service.
6. Customs Duties & Returned Shipments
For international orders, the customer is responsible for paying any applicable customs duties, taxes, and import charges. If a shipment is returned to us because the customer failed to pay these charges, failed to respond to the courier’s requests, or refused delivery, the original shipping cost is non-refundable.
Any return shipping charges, customs fees, or other costs incurred will also be the customer's responsibility and must be paid before any refund or reshipment can be processed.
In-Store Purchases
Returns for items purchased in person at our showroom will be accepted within 14 days of purchase, provided the product is entirely unused and undamaged.
For standard buyer-remorse returns or exchanges, a 30% deduction of the purchase price will be applied as a handling and restocking charge.
Note: This restocking charge does not apply to items that are proven to have an inherent manufacturing fault under the UK Consumer Rights Act.
Refunds
Once we receive and inspect your returned item, we will notify you of the status of the refund approval. Your refund will be processed to the original payment method within 7-10 business days if approved.
• Shipping charges are non-refundable.
• If you received free shipping on your order, the actual shipping cost will be deducted from your refund.
• Customers are responsible for return shipping costs, except in cases of faulty or incorrectly sent items.
Return Process
1. Contact us at info@jas-musicals.com to initiate a return.
2. Package the item securely to prevent damage in transit.
3. Use a trackable shipping service, as we cannot guarantee receipt of your return without proof of delivery.
4. Send the return to our address: 120 The Broadway, Southall, UB11QF.