Returns and Cooling off period
You may return the item in new condition within 7 days of receipt of order (provided the packaging is intact and the item is unused) for a refund. This does not apply to digital downloads, special custom orders, e.g. mouthpieces with tip openings different to the advertised production models, or B stock mouthpieces. Refunds for returns cover the cost of the item, not shipping or customs charges unless the item is returned and deemed to be faulty under a warranty.
These options are cheaper but will not be tracked or insured. We do not advise using these options for mouthpieces as you would then betaking the risk on any loss or damage in the post.
Special delivery (UK)/Tracked & Signed (outside UK)
You should use these options for mouthpieces. We will insure any items sent via these methods.
Important for all Returns!!!
Before returning any item you must contact us for specific instructions. Returns using incorrectly marked customs forms may not be accepted.
Returns on played but undamaged production model mouthpieces are generally accepted within one week of customer receipt of the mouthpiece, subject to a discretionary cleaning and restocking fee. Please use a mouthpiece patch to avoid bite marks. NB: metal ligatures can scratch mouthpieces, ideally use a fabric ligature or place some protective material, e.g. a piece of card or electrical tape, between ligature and mouthpiece.
If you buy two or more mouthpieces for comparison with the intention to keep one and return the others, the restocking fee will not apply except in cases of actual damage or wear.
Please note that mouthpieces may have slight scratching on the table, this is not a defect. Mouthpiece tables are not cosmetically finished, they are finished to the extent that the mouthpiece plays at its best. Further polishing after this point may be detrimental to the sound and response, so we do not take returns due to these very slight scratches caused by the machining process.
We try to keep these to an absolute minimum, but depending on any polishing or plating due to ligature damage can be from £5 for refurbishing of mint condition mouthpieces up to £25 for Onyxite or £50 for metal in some cases if replating or refinishing is required due to damage. This does not affect your statutory rights.
Two year mouthpiece guarantee
If the product is found to be faulty due to either materials or workmanship it may be returned for a full refund.
How much will postage cost?
After adding an item or several items to your cart, click on the calulate Shipping button and choose your location from the dropdown menu. This will give you the postage options available to your country.
When will I get my stuff?
We usually post between 1 and 4 days of receiving an order. We are unable to give exact delivery times, but generally packages to Europe can take 2 – 7 days, outside Europe 4 – 14 days. Under some circumstances (weather, strikes, customs delays) it can take longer.