Should you need to return anything to us we aim to make the process as quick and easy as possible.
Correct goods but changed my mind
Caswells has a 14 day return period should you already have received goods but no longer want them or you prefer a different model or colour and wish to exchange it. Please e-mail us initially with your intention detailing what you would like to do. The goods must be in as new condition and returned at your cost in the original boxed condition, and securely packaged. We advise sending via a tracked secure carrier to ensure you have proof that your parcel has reached us safely.
To return your item(s), please download and print off our Authorised returns sheet which must be included when the goods are returned to us. Please make sure all areas on the form are completed including the authorisation number so that we can process the return and refund or the exchange as quickly as possible.
Your goods must be returned to:
The Old Chapel
Special order items and ALL music books or opened CD’s cannot be returned for a credit/refund or exchange. We will not be responsible for any damage incurred to the goods while in transit back to us so please ensure the goods are well packaged. An admin fee may be charged if the goods are not returned back to us in their original, unused condition. Any original delivery charges will not be refunded.
Goods Damaged in Transit
All goods must be inspected on receipt and any damage or shortage reported to us within 48 hours.
Please e-mail us immediately if anything arrives damaged, providing us with as much information as possible including photos if appropriate and possible. Our sales team will advise you on how to proceed depending on the instrument and the nature of the damage. We may choose to replace the item without requiring the damaged one back or we may arrange collection in which case please download our Authorised returns sheet and include it in the parcel ready for our carriers to collect
Any goods that are reported as damaged in transit more than 48 hours after delivery will need to be returned back to us at the customers expense for assessment before a replacement is offered.
Faulty Goods/Claims under Warranty
If you believe your instrument to have developed a fault which is covered under the manufacturer’s warranty, please e-mail us providing as much detail as possible, again so we can advise you further on how best to proceed. If the instrument is to come back to us please include our Authorised returns sheet with a returns authorisation number on it.