Geneva Instruments – Returns Policy
Returns Costs & Methods
Geneva Instruments will refund the cost of returning an item (including transit insurance) if it is defective, damaged, or incorrect.
You can return items using our appointed couriers, ensuring that the shipment includes transit insurance.
Please note that certain types of items are not 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 that are not suitable for return for health protection and/or hygiene reasons once unsealed and played by you after delivery.
This exemption is made under Regulation 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK).
(Full text available at: www.legislation.gov.uk/uksi/2013/3134/regulation/28) - Goods made to your specifications or clearly personalised, such as custom finishes, engravings, or other bespoke modifications.
- Services that Geneva Instruments has fully performed and which you accepted at the time of ordering, acknowledging that delivery could begin immediately and could not be cancelled once started.
For full details, please refer to our Conditions of Use & Sale.
Defective or Damaged Items
If a product becomes defective, please contact us directly.
We may be able to offer troubleshooting, repair, or replacement depending on the issue.
See our Contact Details and After Sales Service section for more information.
Other Statutory Rights
Customers have additional rights regarding incorrect, damaged, or defective goods.
These rights vary depending on your country of residence and local consumer protection laws.
For UK customers, further information is available from Citizens Advice at
www.adviceguide.org.uk.
International customers should refer to their local consumer protection authority for guidance.
Contact Information
Postal Address (Customer Services):
Geneva Instruments
Biz Hub Tees Valley
Coxwold Way
Billingham
TS23 4EA
United Kingdom
Please note: This is not our returns address. Returns sent here will not be processed.
For return instructions, please contact us at info@genevainstruments.com
Defective Items After 30 Days
If your item becomes defective after the Geneva Instruments return period, we will arrange a repair or replacement, where possible.
Repairs may be carried out by Geneva Instruments or an authorised third-party repair service provider.
If a repair is not possible, we will send you a replacement.
Repairs and replacements are only available for qualifying items sold directly by Geneva Instruments.
Please note that defects caused by accidental damage, deliberate damage, external factors, or general wear and tearare not covered.
For more information, see About Warranty Repairs.
Geneva Instruments Global Store Items
Valid returns can take 15–25 days to be received and processed at our service centre. Refunds are typically processed within 2 business days of receipt and may take 3–5 business days to appear in your account.
For incorrect, defective, or damaged items, Geneva Instruments will refund the original delivery costs as well as any Import Fees Deposit(s) once the return is processed.
For most international returns, you will be provided with a prepaid return label from one of our appointed couriers, allowing you to return the item conveniently.
However, some returns may require you to arrange and pay for shipping. If your return costs exceed the automated refund amount, please retain your return postage receipt for reimbursement.
Customised Products
Customised products include any items that have been configured, personalised, or inscribed — for example, through engraving, embossing, etching, or printing.
Customised products are non-returnable, except where defective.
Customised items sold by third-party sellers are not covered by Geneva Instruments’ warranty or defect repair services.
Removal of Personal Data
Before returning any product, please ensure it is in the exact condition you received it.
You must delete or remove all personal data, attachments, or items that were not part of the original product.
Geneva Instruments is not responsible for any items or data left in returned goods.
Returned items become the property of Geneva Instruments, which reserves the right to resell them at its discretion.
Summary
- Returns accepted for defective, damaged, or incorrect items.
- Certain items (used instruments, personalised goods) are non-returnable.
- Repairs or replacements are available for qualifying products.
- Return processes vary for international customers; please contact us for assistance.
For all return queries, please contact info@genevainstruments.com.
Returns Policy — Second-Hand Brass Instruments
Overview
Each of our pre-owned brass instruments is carefully inspected, serviced, and described accurately, including details of any cosmetic or functional defects. Because our instruments are used for mouth contact, they are classed as hygiene-sensitive products under the Consumer Contracts Regulations 2013.
No Returns for Hygiene Reasons
For hygiene and health protection reasons, we cannot accept returns or exchanges once an instrument has been played, tested, or mouthpieces have been fitted, unless the item is faulty or not as described.
Please ensure you are satisfied with the description, images, and condition details before completing your purchase. We’re happy to provide extra photos, service notes, or play-testing reports on request.
Faulty or Misdescribed Items
If your instrument arrives faulty, damaged in transit, or not as described, please contact us within 14 days of delivery.
We’ll arrange inspection and, if appropriate, offer one of the following:
- Repair at no additional cost
- Replacement (if a similar item is available)
- Full refund (including reasonable return postage costs)
How to Report an Issue
Please email info@genevainstruments.com within 14 days of receipt with:
- Your order number
- Description of the issue
- Photos or video (if possible)
We’ll respond within 2 working days.