Delivery, Returns and Fault procedures
What to do if the instrument or accessory is not what you require?
With such an extensive catalogue we do not promise to keep all goods in stock all the time. We do keep hundreds of ligatures, double reeds, cleaners, cases and other accessories, we can therefore get the majority of orders dispatched within 48 hours. Our extensive selection of student and professional instruments will require final inspection, adjustment and testing so please allow around 5 working days for dispatch.
Goods that are our normal stock items and have not been specially ordered in at your request, can be returned within 7 days from time of receipt. Notify us immediately by telephone or email should you intend to return any goods. It is the your responsibility to return the item to Wood, Wind and Reed in perfect condition and at your expense within seven days.
The goods must be in the same condition they were sold, including all original packaging materials.
A copy of the original invoice and a clear note of your preferred resolution must accompany the returned package.
Once we have received the package we will exchange the item or refund any money owing, by cheque to the purchaser or by refund to the credit card used on the original transaction.
Any damage or missing items will be charged for.
Our carriage charge is not refundable. See our guidelines for return
Reeds, CD's and Software related items (where a license agreement is included with the product) cannot be returned unless in the original unopened packaging. The packaging must be intact and not tampered with.
We do offer a mouthpiece trial service for which there is a charge if you return any mouthpiece trialled.
What to I do to cancel an order?
If you want to cancel an order before it has been dispatched , just phone 01223 500442 or email us email@example.com . We try to dispatch things quickly so you need to act quickly. If you've received item(s) from Wood, Wind and Reed and you don’t want to keep them for any reason, return them to us unopened and we will refund you by cheque or credit card as soon as we receive the items and checked they are in perfect condition. Subject to the conditions above.
Who pays carriage charges on returned items?
If you're returning something because it is unsuitable you will need to pay the postage or carrier costs back to us.
Insurance can be arranged at a cost o £2 per £1000 per month, for the items whilst in the customer’s home only and on approval.
What to do if an item is faulty when it's delivered?
Return it to us with a copy of your invoice and a clear note of the problem. We’ll either credit you or replace the item. If the damage seems to have occurred during transit, please inform the carrier and us as soon as possible and keep all outer packaging to help make a claim if needed. If the parcel arrives damaged it is your responsibility to keep the damaged item and its packaging. If we are unable to claim from the carrier due to lack of evidence the customer will be responsible for the damage, therefore please sign as unexamined and if possible take a photograph of the damaged parcel.
What delivery method do Wood, Wind and Reed use?
We use City Link or Royal Mail Packet post. This means that your goods will arrive the next day after dispatch between 8.30 and 5.30. So please make sure there will be someone available to receive the package. If there are certain days better than others, please discuss your preferences with us to see if we can help get the timing right. We do not make deliveries on Saturday, Sundays or Bank Holidays.
Where will Wood, Wind and Reed deliver goods?
We will deliver goods within the UK, most of Europe and certain other counties worldwide. We reserve the right to cancel orders for certain goods to certain territories should they conflict with our dealer agreements or the risk of non-delivery is too great.
What do I do if an item fails once it’s been used?
New item come with a 12-month warranty against manufacturing defect. Wood, Wind and Reed will endeavor to satisfy the requirements of the warranty by means of adjustment, repair, replacement or refund as we think appropriate in discussion with the customer. If you feel that an item has failed prematurely, send us an email to firstname.lastname@example.org and we will take the necessary steps required by the warranty. Faults due to misuse are not covered by any warranty
What to do if there’s any other problem with my order?
If you have any problems with an order from Wood, Wind and Reed, send us an email to email@example.com and we will tell you what steps were going to take to rectify the problem.