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, finetune pegs etc 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 24 hours. Our carrier will not accept any liability if damage is not reported within 24 hours of receipt.

Please e-mail us immediately if anything arrives damaged, providing us with as much information as possible including photos of the damage and the state of the outer carton. Our sales team will advise you on how to proceed depending on the product 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

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. Warranty claims usually fit into one of two options:

  1. Clearly faulty – we will accept on the basis of photo evidence and arrange a replacement/collection
  2. Not clearly a warranty for example “My friend says there’s something wrong with it” or, fault appears to be the result of mishandling or accident. In this case we do ask the item is returned at your cost. If after inspection we agree it is a warranty we will also refund the return postage. Please use the cheapest ‘signed for’ option that is available, this is the amount we will refund.

NB: STRINGS

In the vast majority of cases, strings snapping are not covered by warranty. A string is under immense tension and if it is faulty, it will snap almost instantly if it is going to, not weeks later. It is also often the case that an old string is fine for years, but may cut a groove into a bridge or peg and when a new string is fitted it snaps on the sharp edges. This is the fault of the instrument, not the string. Please read our tips and minimising string breakage. Above all please beware when tuning not to over tension.