Overview

 

My instruments are made to order by hand. A non-refundable 20% deposit is included in the price of all my instruments. This is to cover my time and services.  If for any reason you need to cancel your order you have until I begin making your instrument to do so without incurring additional fees.

 

If I have started your build and you need to cancel, at my discretion, I will deduct up to 50% to cover the costs of my skills and labour so far. This will be an open discussion between us both to reach a fair conclusion for both parties- however, I will make all final decisions as my time and services put into building your order must be respected.

 

If your order has any customised or personalised parts, such as but not limited to; custom inlays, timbers, parts/components or changes to my standard designs, you will not be entitled to a refund after I begin building your instrument.

 

If for any reason you are dissatisfied with your instrument, or it is faulty/damaged on arrival, you must inform me of this within 48 hours of receiving your instrument, at which point I will contact you directly and I will do everything in my power to resolve the issue for you. We will work together to resolve any issues that may arise, but I do hold the right to decide when the matter is resolved.

 

To be eligible for a refund, your item must be unused and in the same condition that I sent it. I will have evidence of the condition of all instruments that leave my workshop and I will not accept any instrument that has been altered, damaged or used. It must also be in the original packaging and complete with everything it arrived with. If upon receiving your instrument you notice the package has been tampered with, damaged or has anything that differs from the images I send you when I package it, you must take pictures of the condition it arrived in, or ideally record the opening of the package to aid in recovering losses from the shipping company. 

 

To complete your return, I require a receipt or proof of purchase.

 

Upon receipt of your instrument, you have 14 days to inform me of any issues that affect the playability of the instrument.

 

Refunds

If a return has been agreed upon and once your return is received and inspected, I will send you an email to notify you that I have received your returned item. I will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Do not send any item or instrument that I have not agreed to receive. I will reject all returns that have not been agreed upon and you will be held responsible for the cost of getting your item back to you. If you do not collect or arrange collection of this item, after 60 days I will assume you do not want it and I will do what I see fit with it.

 

Late or missing refunds

If any refund amount has been agreed upon and you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact me at {mark:fullertone.co.uk}.

Sale items

Only regular-priced items may be refunded. Sale items cannot be refunded.

Exchanges

I only replace items if they are defective or damaged. If you need to exchange anything, send me an email at { mark@fullertone.co.uk } and we’ll work out a fair and reasonable way to solve your issues together.

Shipping Returns

If an instrument or any other product needs to be returned email at { mark@fullertone.co.uk } and an appropriate address will be provided.

You will be responsible for paying for your own shipping costs unless agreed otherwise for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You may want to consider using a trackable shipping service or purchasing shipping insurance. I don’t guarantee that we will receive your returned item. In order for you to send me an instrument, I require you to photograph it as proof of its condition sent in. It is your responsibility to make sure an instrument arrives in the same condition you send it. Without insurance and adequate packaging, you will be liable for its care until it is safe with me.

Need help?

Contact us at { mark@fullertone.co.uk } for questions related to refunds and returns.