Eligbility to Purchase Product
If you live outside of these areas we are unfortunately unable to fulfil your order ourselves. However, we would be happy to help you locate an appropriate supplier near to your location. Email us at firstname.lastname@example.org with your location for advice.
A small stock of various models is kept at the Sudbury showroom for customers to try before ordering. We would encourage you wherever possible to come down to the showroom to hear and see the various models, colour and finish options more closely before placing your order.
On placing an order in the web store for one of our instruments you will be presented with the specification requested and asked for order confirmation. Receipt of this represents your instruction to us to build your instrument to the configuration specified, your agreement to take delivery of the finished instrument as per the estimated delivery schedule, and your agreement for us to take full payment.
We may decline your order where we can not obtain authorisation for your payment; where the model, item, or configuration required is no longer available; or where an incorrect price has been found to have been posted on the website.
Your order is only accepted by us once we have taken full payment from you.
A variable handling charge for credit and debit card transactions is applied.
You have a legal right to cancel your order at any time up to, and immediately after, you have received and inspected the goods.
Should you decide to cancel your order you must notify us of cancellation in writing (by post to the address below or by email to email@example.com) up to 7 working days after receipt of the goods.
Should you wish to cancel your order before or after the goods are delivered your payment will be refunded, following appropriate investigation, less a 30% cancellation fee.
Following cancellation you are under a legal duty to not use the goods where delivery has already occurred and to take care of them.
You must return all cancelled items to us securely packaged, in the condition in which they were received, at your cost, as soon as possible, with as much of their original packaging and their original paperwork as possible. We will refund to your credit card, within 7 working days of receiving the goods, the sums paid by you in relation to them, less the 30% cancellation fee.
If you do not return the goods within 21 days of your cancellation notice, we may chose to recover the goods from you, and if we do so, to charge you for the cost of doing so. If, despite sending a cancellation notice, you do not return the goods or fail to make them available for collection within 30 days of your notice of cancellation, you will be deemed to have accepted the goods, at which point a new purchase contract will be made, and if we have already granted a refund, you will be re-charged for your order at the price set out on the web site.
This does not affect your statutory rights.
You may return goods to the address below or in person to our Sudbury showroom. If at all possible, please include with the goods a copy of your internet invoice, cancellation notice(where applicable) or a written note of your name, address, e-mail address, order number, and reason for return. This enables us to identify the transaction and speeds up the process.
Please note that when posting return goods from outside the UK , you are responsible for paying any customs levies or duties on those goods payable either on exit from your country or on entry to the UK . If the goods which you have sent back to us are kept in customs because you have not paid those levies or duties, we will not have received them. Because it is your responsibility to pay all customs duties, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Where we agree that an exchange of goods is appropriate, we reserve the right to charge you our costs for shipping the exchange goods to you. Similarly, where the goods are returned to us as undelivered by your postal service, and we agree to re-send them to you, you will have to pay the additional postage costs.
Where goods are returned in a damaged or otherwise poor condition, indicating use beyond that attributable from the reasonable chance to inspect the item upon receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
Where you return goods to us which are not the goods which we dispatched you will not have returned the goods, and accordingly will be deemed to have accepted the original goods sent. We will notify the police where there is any attempt at fraud or dishonesty (for example where lower value items are returned), and will actively pursue all such cases through the courts. We will also actively fight any fraudulent claim-backs made through your credit card company.
If you do not comply with your obligations above, we may make a reasonable charge to cover any costs that we incur (for example in respect of wasted collection journeys or for goods that you have wrongly used, damaged, dirtied, or lost).
Notice of cancellation and returns should be sent to:
Sandarac Limited reserves the right to amend this returns policy without notice under advice from Government appointed agencies.
As a guide average delivery times are: Violins and Violas 2 months; Double bass, Cellos 3 months; Guitars 2.5 months
Other merchandise, e.g. cases, and accessories may be shipped from between 10 to 28 working days of receipt of order.
Shipping costs for each item are presented at point of sale.
All contracts formed, sales made, and legal disputes arising through the use this website shall be governed by English law. The English courts shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms of sale or use of the website.
These terms and conditions shall apply to all internet sales made by Sandarac Limited, and by placing an order with Sandarac Limited you are accepting these terms and conditions.
If you have any doubts about your statutory rights please contact your local Trading Standards department or Citizens Advice Bureau.