Goods purchased online from can be returned within 14 days of receipt. This does not apply to custom ordered goods, products where hygiene is concerned and product seals have been broken (reeds, mouthpieces etc), digital download codes or software licences. Goods purchased through our website cannot be returned to our retail stores.

You must notify us of your intent to return an item before doing so. You can do so by contacting us by email ( or telephone (01892 662533 opt 1).

All returns must include a covering note bearing your name and contact details. The preferred method is to print and complete our Returns Document.

You must obtain a receipt with tracking information from the Post Office or chosen courier service. This can be used to track the item(s) that you are returning. We cannot accept liability for returned goods that we don’t receive or for those that get damaged in transit on their return.

In all cases, (except where an item is faulty) the item(s) returned must be in its original and saleable condition. This includes all original packaging that must be undamaged and intact.

All goods will be inspected on return. Where we have to make reductions in price to facilitate re-sale, you will be notified and the cost will be deducted from your refund. If your order has been paid through V12 Retail Finance then you may be required to make a separate payment to cover the cost of any deductions.

Goods are your responsibility until they reach our warehouse, so please ensure you package them up well to prevent any damage or loss during shipping. Do not ship goods to us without the same style of packaging that they were sent to you in, usually a cardboard box or padded envelope. Contact us first if this is an issue. Saxophones should always be returned to us in their original case and a sturdy cardboard box, with sufficient packaging (2-3cm) to distance the exterior of the case from the inner walls of the box and reduce movement inside.

It is also the customer's responsibility to meet any and all shipping and import/export charges. This includes charges for the outbound and return shipments. If you refuse delivery of or fail to collect a shipment we have sent you, you will also be liable for the above costs incurred.

If the goods you are returning have failed under warranty then a refund will only be offered if the issue is reported within 30 days of receipt. Outside of this period you may first be offered a repair or replacement free of charge. If a refund has been authorised please allow up to 10 business days for your original payment method to be credited.



We offer a 14 day return period starting from the date of purchase. For in-store purchases a credit note or exchange will be issued.

There is no automatic right of exchange where hygiene issues are relevant such as used mouthpieces or reeds, unless the item is faulty.

For a full exchange or credit note, goods must be returned in brand new retailable condition. Any reduction in value due to marks, damage to the product or its packaging, or any other reason, will be deducted from the refund. reserves the right to refuse a return on any item that is not returned is satisfactory condition.

Goods purchased in store should be returned to the branch from which they were purchased.



Hire agreements are pre-paid 4 months in advance and can be only be cancelled before the full 18 month term has elapsed. The contract will not be terminated until after the end of the month in which the instrument is safely returned to us. The 4 month advance payment cannot be refunded, even if the instrument is returned before the 4 months have elapsed.

Hired instruments can be returned in person to either of our branches (Sussex or London) or via a fully insured and tracked courier service. Please also enclose a covering note bearing your name and contact details, and stating that it is a hire return. If you do not have the means to return the instrument yourself then please contact us for quotation for courier collection.

Whichever means you choose for the return, saxophones must always be returned to us in their original case and a sturdy cardboard box, with sufficient packaging (2-3cm) to distance the exterior of the case from the inner walls of the box and reduce movement inside.

Please note that hire charges up to and including the month of return are non-refundable. You must not cancel your direct debit until all payments are met and the cancellation has been authorised by

Please send all returns to the following address:


If your purchase was made in store then you may return it to the branch it was purchased from.

If you have any difficulty or have any other queries regarding our returns policy, our customer services will be able to assist at or 01892662533.