Return & Refund Policy

JAS Musicals Limited — Return & Refund Policy

SECTION 1: ONLINE PURCHASE RETURNS

1.1 Eligibility & Return Window

• 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

• 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

• 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.
• Drum Heads, Skins & Pudis: Drum heads and skins fitted to or supplied for instruments including Tabla, Dhol, Dholak, Nal and other traditional percussion instruments are consumable, tension-sensitive components and do not carry a guarantee against wear, splitting, cracking, changes in tension, tuning changes, or damage caused by use, storage, temperature or humidity.

  Natural animal skins can expand and contract in response to changes in weather, temperature and humidity. Customers must check the tension and tuning of the drum head before playing and make any necessary adjustments. Playing an instrument when the skin is excessively tight, loose or incorrectly tuned may place additional stress on the head and cause damage.
  Drums should be stored at a stable room temperature and kept away from direct heat, excessive cold, moisture and sudden changes in temperature or humidity.

• 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

• Adverse weather conditions.
• Strikes or industrial action.
• International customs delays, backlogs, and inspections.
• National and public holidays.
• Unexpected courier operational issues.

1.6 Customs Duties & Returned Shipments

• 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

• 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.

• Buyer-Remorse Returns: Where a return is requested because the customer has changed their mind, ordered the wrong item, no longer requires the item, or otherwise wishes to return the product despite it being free from defects, the customer is solely responsible for all return shipping costs, insurance, customs charges (where applicable), and any associated courier fees.

1.8 Online Returns Process

1. Contact us at info@jas-musicals.com to initiate a return and receive written authorization.
2. Package the item securely to prevent any damage in transit.
3. 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.
4. Send the authorized return to our address: JAS Musicals Limited, 120 The Broadway, Southall, UB1 1QF, United Kingdom.

SECTION 2: IN-STORE PURCHASES

• 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