Returns Costs & Methods
Geneva Instruments will refund the cost of sending, including transit insurance, of an item back to us if it’s defective, damaged or incorrect
You can return items in the following ways:
- Using carriers such as DHL and UPS with transit insurance
Please note that certain types of items aren’t eligible for cancellation or return under the Geneva Instruments returns policy.
EXCEPTIONS TO THE RIGHT OF CANCELLATION
The right of cancellation does not apply to:
- Brass and Woodwind musical instruments purchased online are not suitable for no reason return due to health protection and/or hygienic reasons if unsealed and played by you after delivery;
- the supply of goods made to your specifications or clearly personalised;
- a service if Geneva Braswind has fully performed it and you accepted when you placed your order that we could start to deliver it, and that you could not cancel it once delivery had started;
You can find out more in the Conditions of Use & Sale.
We won’t accept the return of any software returned to us if it’s been opened. We reserve the right to refuse returns or to charge you our fees and expenses if the product isn’t received in new, unopened condition.
If a product becomes defective – you’ll need to Contact Us directly as we may be able to offer troubleshooting and support with the issue you have with the product. Please see Contact Details and After Sales Service.
Other Statutory Rights
You have additional rights in relation to incorrect, damaged or defective goods. For more information about these statutory rights, please visit Adviceguide, a Citizens Advice website at http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.
If you need to contact us by post, please write to:
Geneva Instruments, Customer Services, Geneva Instruments, Biz Hub Tees Valley, Coxwold Way, Billingham. TS23 4EA*
*This isn’t our returns address and returns won’t be processed at the above address. If you need to return an item please contact us on info@genevainstruments.com.
Defective Items After 30 Days
Troubleshooting and product support may be available to resolve any issues with your product, as outlined in the Product Support Help page. If your item becomes defective after the Geneva Instruments return period, Geneva Instruments will repair any defective item. The repair will be completed by Geneva Instruments or by a third-party repair service provider authorised by Geneva Instruments to repair their products. If a repair is not possible, we’ll send you a replacement. Repair is only available for qualifying items sold by Geneva Instruments. Geneva Instruments does not accept a returns if the defect is due to accidental damage, deliberate damage, caused by external factors, or general wear and tear. For more information go to About Warranty Repairs.
Geneva Instruments Global Store Items
Valid returns can take up to 15-25 days to be received at our service centre, and where appropriate it can take upto 2 business days from time of receipt for the refund to be processed and 3-5 business days for the refund amount to reflect in your account. For incorrect, defective, or damaged items, you’ll be refunded for original delivery costs, as well any Import Fees Deposit(s) for the returned item(s), once your return is processed.
For most Geneva Instrument Global Store items, you will be provided with a pre-paid UPS return label, which allows you to return the item(s) to any UPS drop-off point located across the UK. You can find your most convenient UPS location using the following link: UPS Dropoff Locations
However, please note that not all items are eligible for return to a UPS location and your return label may require you to return the item at your own expense. . If your return shipping costs more than the automated refund amount you receive, please keep a copy of your return postage receipt. For more information on Geneva Instruments Global Store please see the Geneva Instruments Global Store Terms & Conditions.
Customised Products
Customised products include any products that are configured, personalised, or inscribed; for example, engravings, stamps, monograms, embroidery, embossing, etching, carving or printing. Customised products sold by third-party sellers are not covered for defects by the manufacturer
Removal of Personal Data
When returning a product for any reason, you must do so in the exact conditions you received it from Geneva Instruments. In this respect you must entirely delete, remove and eliminate all personal data pertaining to you and/or any third party which may be possibly present in same item, and must de-latch any account possibly latched to same item. You will be fully responsible for any data breach that may occur if you fail to do so. You must remove from the returned product and from the box containing the returned product any item not pertaining to the returned product as originally received from Geneva Instruments. Geneva Instruments will not be responsible for any such items erroneously left by you within the returned product or within the box containing the returned product. You agree and accept that the returned product will become Geneva Instruments property, and that Geneva Instruments is therefore entitled to sell it to third parties at Geneva Instrument’s full discretion.