Returns

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, within 14 days of purchase. Contacting us alone does not constitute acceptance of return, the goods must be received back in time. 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:
Returns Department
Caswells Strings
Unit 15
Beaumont Close
Banbury
OX16 1TG

Please note:
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.

If an instrument correctly supplied has been upgraded in any respect (e.g. better strings or tailpiece fitted) and is subsequently returned by the customer, a 10% re-stocking fee will be charged to return the instrument back to its original form. This will be deducted from the refund.

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 purchase 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 or item is to come back to us please include our Authorised returns sheet with a returns authorisation number on it. With smaller items we may ask you to return it to us and we will refund the return postage – please use the cheapest ‘signed for’ option that is available, this is the amount we will refund.