Terms & Conditions

1. Postage

Shipping is from the UK. Note that some items sent outside the UK may be liable to be taxed at customs. We are not able to give details regarding how much or on what items. In the event that you may want to return an item, any such fees are not refundable by us – only by the appropriate customs agency and we would advise keeping all paperwork.

We will insure any items sent via these methods. Tracked &/or Signed outside the UK does not guarantee any faster delivery than normal airmail.

2. Important: customs import duty/VAT paid by the customers outside the UK

We are unable to give advice on how specific countries treat duty/VAT on imports. It is the customer’s responsibility to be aware of any regulations regarding duty/VAT returns before purchasing. Note that since Brexit, some EU countries may now levy dutyand/or VAT at point of import.

If returning under our returns policy (see below) it is important to be aware that if you have had to pay customs duty when you receive the item and subsequently return it, then it is the responsibility of the customer to claim a returns refund of the duty/VAT paid at their point of import. For this reason it is important to retain all paperwork/receipts issued by customs.

Customs form must be filled correctly for returned goods (tick box and/or fill in field clearly as appropriate).

Also write in very clear big bold RED text on the package: UK RETURNED GOODS

3. Returns and Cooling off period

You may return or cancel the item in new condition within 14 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.

Important for all Returns!!!

Before returning any item you must contact us.

Refund will not include any customs duty/tax incurred by as on receipt of returned items due to incorrectly marked packages or custom form.

Returns using incorrectly marked customs forms may not be accepted .

Mouthpiece returns and trials

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, disinfecting and restocking fee (see below). Returns can be made on test played mouthpieces with the packaging seal broken, and will be for the mouthpiece only not including any shipping costs. Please use a mouthpiece patch to avoid bite marks.

PPT mouthpieces do not come with cap or ligature. 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.

Mouthpiece Consistency

Our mouthpieces may have slight inconsistencies in external appearance due to the manual machining and hand finishing process. You may see slight scratching or other marks on the table or inside the chamber, this is not a defect. Unlike mass produced mouthpieces, ours are not necessarily 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.

Restocking Fees

We try to keep these to an absolute minimum and will not charge for mint condition returns. 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 £80 for metal in some cases if replating or refinishing is required due to damage. This does not affect your statutory rights.

Ten 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. Note that bite marks are not included and are counted as normal use wear and tear. We advise the use of a mouthpiece patch.

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