Orders & Returns

Shipping & Delivery

The goods will be delivered to you, the buyer, at the address provided by you on the order form.

The risk in the goods shall pass to you upon such delivery taking place.

Any dates quoted for delivery of the goods are approximate only and we shall not be liable for any delay in delivery of the goods, however they may be caused. If, however, we are unable to deliver your goods by the date quoted for delivery, you, the buyer, shall be entitled to cancel the order at any time before delivery takes place.

We shall not be liable to you, the buyer, for short delivery of the goods however caused, but will provide you with the outstanding goods as soon as is reasonably practical. If, however, we have not delivered the outstanding goods within 7 days from the first date of delivery, you, the buyer, shall be entitled to cancel the order for the outstanding goods.

Nothing to Collect Charges

Please also note that our courier charges us directly for every failed collection, as such, if we arrange a collection using our courier service and the collection fails because you are not at the property when our courier arrives (i.e. you are not there to hand over your goods at the prearranged address), you will be liable to pay a "Nothing to Collect Charge" on top of any other shipping costs outlined by our terms. Our "Nothing to Collect Charge" is currently £15.00 per failed collection.

Exporting Rosewood

Please note that due to CITES requirements surrounding the international shipment of instruments containing rosewood, any instrument containing rosewood that is being exported from our store to outside of the EU will extend the time it takes to ship greatly. Please contact us for more details.

Returns & Replacements

If you wish to cancel your order for any reason you can do so up to 14 days after receipt of the goods♐. This is often referred to as your 'cooling off period' and the 14 days commence the day after you receive the goods. You must notify us within the 'cooling off period' and in writing – i.e., by letter, email or fax.

A full refund will be made within 30 days of your cancellation. It is the customer's responsibility to return the item in perfect condition. Any damaged or missing items will be charged for. Our carriage charge is not refundable.

Defective goods will be collected and repaired/replaced free of charge within 28 days of delivery. After 28 days it is your responsibility to return the goods to us for repair under the manufacturer’s warranty.

Remember, it is your responsibility to return items to us in perfect condition. If an item is damaged in transit you will be responsible. Please follow the guidelines below to minimise any damage in transit:

Do not return any goods without contacting us in advance and obtaining a Returns Authorization Number.

You are strongly advised to return the goods in the original packaging (assuming it is not damaged) or suitable equivalent packaging.

Use a well-known shipping agent/courier service (such as Interlink, Parcel Force or Business Post) and pay for additional insurance to cover the value of the goods whilst they are in transit. If you wish we can arrange collection of the goods but all costs will be charged to yourself and you are still 100% responsible for adequate packaging of the goods.

We will use all reasonable endeavours to carry out our obligations within a reasonable period of time, but will not be liable to you, the buyer, for any loss, additional costs or expenses arising directly or indirectly from any delays in doing so, and we will not be deemed to be in breach of this Agreement by reason of any delay in performing, or any failure to perform, any of its obligations in relation to this Agreement, if the delay or failure was due to any cause beyond our reasonable control. Without prejudice to the generality of the foregoing, the following will be regarded as causes beyond our reasonable control:

  • Act of God, explosion, flood, tempest, fire or accident.
  • War or threat of war, sabotage, civil disturbance or requisition.
  • Acts, restrictions, regulations, byelaws, prohibitions or measures of any kind on the part of any governmental, parliamentary or local authority.
  • Import or export regulations or embargoes.
  • Strikes, lock outs or other industrial actions or trade disputes.
  • Difficulties in obtaining raw materials, labour, fuel, parts or machinery.
  • Power failure or breakdown in machinery.

If we are prevented from carrying out our obligations in the above circumstances, we will notify you in writing. If we are still prevented from carrying out our obligations 3 weeks from the date such notice was sent, then either party may give written notice to the other of cancelation of Agreement. If the Agreement is cancelled in this way we accept no liability to compensate you for any loss or damage caused by failure to perform.

Except where you, the buyer, are dealing as consumer (as defined in the Unfair Contract Terms Act 1977 section 12 as amended), we do not give any warranty, guarantee or indemnity as to quality, fitness for purpose or otherwise of the goods.

Except in respect of death or personal injury caused by our negligence, we will not be liable to you, the buyer, for any loss of profit or any indirect special or consequential loss, damage, costs, expenses or other claims, which arise out of or in connection with the supply of goods, other than as a result of a breach of an obligation arising under the Sale of Goods Act 1979 (as amended) and the Supply of Goods and Services Act 1973.

Keep all documentation and receipts from the shipping company.

Please enclose a covering letter explaining the reason for the return in full and quoting the Returns Authorization Number.

The right to return goods to us as mentioned does NOT apply in the following situations:

  • Special Orders - Any order which has been specified or customized to the customer’s specifications. This also includes any item which is not typically stocked by Cranes and has been ordered in at the request of the customer.
  • Health and Safety - any product that has come in contact with a customer's ear or mouth, such as microphones, headphones, earphones, products with a mouthpiece that have been used or where the hygienic seal has been separated or broken.

♐ N.B., we cannot cancel an order once shipped, nor issue a refund, for orders outside the EU..

Queries & Complaints

We aim to respond to e-mail, faxed and written queries within 24hrs. Our Customer Services can answer your telephone queries Monday to Friday between 9.30am and 5.00pm.

In respect of complaints, we will consider the nature of the complaint and will contact you within 21 days of receiving the complaint giving you the result of the enquiries and what we propose should be done.

Privacy & Security

We may from time to time change, alter, adapt, add or remove portions of these terms and conditions, but if we do so we will post any such changes on the website.

If any provision of these terms and conditions is held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the other provisions of this Agreement - and the remainder of the provision in question - will not be affected.

English law will apply to this Agreement, and all concerned parties agree to submit to the non-exclusive jurisdiction of the English courts.

The headings in this Agreement are for convenience only and will not affect their interpretation.


All orders for goods shall be deemed to be an offer by you, the buyer, to purchase goods pursuant to these terms and conditions.

You, the buyer, shall be responsible for ensuring the accuracy of the details provided on the order form and we will not be obliged to accept an order unless all details requested on the order form have been entered correctly.

No order submitted by you, the buyer, shall be deemed to be accepted by us unless and until we confirm acceptance of your order by e-mail (where applicable) or by telephone.

We are entitled to refuse any order placed by you and will not be required to provide an explanation.

An order for goods placed by you, the buyer, through our website/s shall be subject to these terms and conditions.

All other terms and conditions, express or implied by statute or otherwise, are excluded to the fullest extent permitted by law.

Nothing in these terms and conditions shall affect the statutory rights of any consumer.

Goods may differ slightly from any images shown.

We reserve the right to substitute products of a similar description and standard if the requested goods are not available but will use reasonable endeavours to match your order exactly. In the unlikely event of you receiving a substituted product you, the buyer, shall be entitled to return the goods for a full refund within 10 working days from the date of delivery, should the substituted product not be acceptable to you.

You, the buyer, warrant that all details provided on the order form for the purpose of purchasing the goods are correct, that the credit card you are using is your own and that there are sufficient funds and/or sufficient unused limit available to cover the cost of the goods.

We will attempt to ensure that the information available on the website at any time is accurate. However, we will not be held liable for any errors or omissions. We will use all reasonable endeavours to correct errors and omissions as quickly as practicable after becoming aware or being notified of these.

All drawings, photographs, descriptive matter and specifications of the goods on the website are for the sole purpose of giving an approximate description of the goods.

We may also change, suspend or discontinue any aspect of the website, including the availability of any features, information, database or content, or restrict access to parts or all of the website, without notice or liability.

If we do not accept an order, a full refund will be processed.

The following are examples of why we may refuse to accept an order:

  • We cannot obtain authorisation from the bank or we suspect fraud
  • If there have been errors/issues with the description of the goods (Section 5)
  • If goods are no longer available.

Pricing of goods

All our prices are shown in Pounds Sterling (GBP) and are displayed inclusive of VAT at the current rate of 20%. VAT is payable by all customers within the EU.

Cranes does not take any responsibility for any import taxes, customs charges or administration fees payable on orders made outside of the European Union zone. It is the customer's responsibility to cover all charges related to Customs and the import of goods.

Payment, Pricing & Promotions

The price of the goods will be the price quoted on the website at the date the order is received and will include VAT and delivery in the United Kingdom unless specified otherwise.

We reserve the right, by giving notice to you, the buyer, at any time before delivery to increase the price of the goods to reflect any increase in the cost to us, which is due to any factor beyond our control (such as without limitation, any foreign exchange fluctuation, significant increase in the costs of labour, materials or other costs of manufacture).

In the unlikely event of there being such an increase in the price of the goods, you, the buyer, shall be entitled to cancel the order at any time before delivery.

When we provide any goods to you, the buyer, under these terms and conditions, payment will be charged to the credit card account provided by you on the website order form.

By placing an order, you, the buyer, consent to payment being charged to your credit card account as provided on the order form.

Ownership will pass to you, the buyer, on payment in full of the price of the goods.
We will issue you with an electronic receipt to your email address once the goods have been dispatched.

You, the buyer, warrant that all details provided on the order form for the purpose of purchasing the goods are correct, that the credit card you are using is your own and that there are sufficient funds and/or sufficient unused limit available to cover the cost of the goods.

WEEE regulations

The Waste Electrical and Electronic Equipment Directive (WEEE)

As a retailer of electrical & electronic goods, we conform to all WEEE regulations. As such, if you purchase any electrical and electronic equipment (EEE), we will dispose of any equivalent waste electrical and electronic equipment (WEEE) free of charge on a like-for-like basis.