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 strict terms outlined below, in accordance with the UK Consumer Contracts Regulations.
SECTION 1: ONLINE PURCHASE RETURNS
1.1 Eligibility & Return Window
You may return an online stock item within 14 days of receiving your order. To be eligible for a return, the item must strictly meet the following criteria:
- Unused, unplayed, and in its pristine original condition, with all custom packaging, protective material, tags, and accessories included.
- Returned and delivered to our London premises within 14 days of your written return notification.
- Accompanied by valid proof of purchase (invoice, receipt, or online order confirmation).
1.2 Non-Returnable & Final Sale Items
Certain items cannot be returned, exchanged, or refunded under any circumstances:
- Custom-made, specially tuned, altered, or personalised instruments.
- Items that have been used, played, or damaged after delivery.
- Hygiene-related products (such as flutes, mouthpieces, reeds, or instrument cleaning kits) if the sealed packaging has been opened.
1.3 Missing, Faulty, or Incorrect Items
If your order arrives damaged, incorrect, or with missing items, you must notify us in writing within 48 hours of delivery.
- This deadline is strict to enable us to file a claim with our third-party couriers.
- Failure to report damage or missing items within 48 hours will void your transit damage claim and limit the remedies we can offer.
1.4 Damage, Climate, & Transit Disclaimers
- 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 are natural characteristics of the materials and do not constitute manufacturing defects.
- Tuning and Maintenance: Instruments may arrive slightly unpitched, out of tune, discordant, or off-key due to air-pressure and temperature changes during air transit. Minor tuning adjustments upon arrival are considered normal maintenance and are the sole responsibility of the buyer.
- Mandatory Unboxing Video Requirement: To validate any claim for transit damage, customers must record a single, continuous, unedited unboxing video starting from the moment the outer courier packaging tape is cut, showing the shipping label clearly, until the instrument is extracted and inspected. Because our courier partners require this objective evidence, failure to provide this unedited video file will result in the immediate rejection of your damage claim.
- Return Costs: The buyer is 100% responsible for all return shipping costs, international tracking fees, and cargo insurance.
- Condition Requirements: Instruments must be returned inside any included hard cases or gig bags, and packed securely inside their original boxes with original internal padding.
1.5 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, backlogs, and inspections.
- National and public holidays.
- Unexpected courier operational issues.
As such, no financial compensation, discounts, or refunds will be provided for shipping delays caused by these external factors. Shipping charges remain entirely 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.
1.6 Customs Duties & Returned Shipments
For international orders, the customer is solely responsible for paying any applicable local 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 completely non-refundable.
- Any return shipping charges, customs penalty fees, or abandonment costs incurred by JAS Musicals Limited will be deducted from the customer's payment.
1.7 Refunds & Fee Deductions
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.
- Original shipping charges are non-refundable.
- If you received free shipping on your order, our actual cost to ship the item will be deducted from your final refund.
- Payment Gateway Fees: Third-party payment processing fees (such as non-refundable PayPal or credit card transaction fees) are not recovered by us and will be deducted from all buyer-remorse refunds or order cancellations.
1.8 Online Returns Process
- Contact us at info@jas-musicals.com to initiate a return and receive written authorization.
- Package the item securely to prevent any damage in transit.
- Use a premium, trackable shipping service with signature confirmation. We cannot guarantee receipt or process a refund without verified proof of delivery to our premises.
- Send the authorized return to our address: JAS Musicals Limited, 120 The Broadway, Southall, UB1 1QF, United Kingdom.
SECTION 2: IN-STORE PURCHASES
For items purchased in person at our showroom, where the instrument has been physically seen, tested, and inspected prior to sale, change-of-mind refunds are not permitted.
- At management's sole discretion, standard buyer-remorse exchanges or returns for store credit may be considered within 14 days of purchase.
- Any approved showroom return or exchange is subject to a 30% deduction of the purchase price as a handling and restocking charge.
- Note: This restocking charge does not apply to items that are legally proven to possess an inherent manufacturing fault under the UK Consumer Rights Act.
SECTION 3: GOVERNING LAW AND JURISDICTION
These Terms of Service, along with any separate agreements whereby we provide you with goods and services, shall be governed by, interpreted, and construed in accordance with the laws of England and Wales.
By purchasing from JAS Musicals Limited, you explicitly agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute, claim, controversy, or litigation (including non-contractual disputes or claims) arising out of or in connection
with your purchase, the condition of the instrument, or these terms.
You hereby irrevocably waive any objection to proceedings in such courts on the grounds that the proceedings have been brought in an inconvenient or inappropriate forum. Any legal actions initiated by the buyer must be filed and heard exclusively within the domestic courts located in London, United Kingdom.