EU Right of Withdrawal
EU Right of Withdrawal
This page explains the statutory right of withdrawal that may apply to consumers in the European Union who purchase goods from us online.
Your 14-Day Right of Withdrawal
If you are an EU consumer purchasing goods online, you generally have the right to withdraw from your purchase within 14 days of receiving the goods, without giving a reason.
If your order is delivered in separate parts, the withdrawal period may run from the date you receive the last item, where applicable.
You must notify us that you wish to withdraw within the applicable 14-day period.
After notifying us, you normally have a further 14 days to send the goods back.
How to Exercise Your Right
You can exercise your right of withdrawal using our online withdrawal/return facility or by contacting us directly.
Email: afp@allflutesplus.com
Phone: 020 7388 8438
When submitting a withdrawal request, please provide your order number and sufficient information for us to identify the order.
Once we receive your withdrawal request, we will provide any return instructions required.
Important for International Returns
Please do not send the goods back until you have received our return instructions.
This is particularly important for international orders because the return may require specific customs documentation.
For high-value items, including flutes and other musical instruments, we may provide specific carrier and customs instructions before the goods are returned.
Return Costs
You are normally responsible for the direct cost of returning the goods when exercising the right of withdrawal, provided that we informed you of this obligation before you purchased the goods.
For international returns, the return cost may be substantially higher than the original delivery cost.
If the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, different legal rights may apply and you should tell us this when contacting us.
Returning Goods to the UK
International returns may require customs documentation.
Please follow the return instructions we provide.
Do not use the original shipping documentation or create your own return customs declaration without checking our instructions first.
Incorrect customs declarations can result in additional customs duties, import VAT, carrier charges, delays or other problems.
Where eligible, goods previously exported from the UK may qualify for Returned Goods Relief when they are re-imported. This relief is subject to specific customs conditions and procedures and is not automatic.
Import VAT and Customs Charges
When goods are imported into an EU country, the customer may be required to pay import VAT, customs duty or carrier clearance charges.
These charges may be paid directly to the destination customs authority or to the carrier and are separate from the purchase price paid to us.
We do not automatically refund import VAT, customs duty or other charges paid directly to foreign customs authorities or carriers.
If you wish to recover an import charge, you should contact the relevant customs authority or carrier to ask whether a refund or other recovery procedure is available.
Refunds
Once you have validly exercised your right of withdrawal, we will process the refund in accordance with applicable law.
The refund will normally include:
- The purchase price of the goods; and
- The cost of the least expensive standard delivery option offered by us for the original order.
We do not have to refund any additional amount paid for a premium or upgraded delivery service where applicable law permits this.
We will normally use the same payment method used for the original purchase.
Where permitted by law, we may withhold the refund until we have received the returned goods or until you have provided evidence that the goods have been sent back, whichever occurs first.
Handling of Goods
You should handle the goods only as much as is necessary to establish their nature, characteristics and functioning.
If the goods have been handled beyond what is necessary and their value has been reduced as a result, you may be responsible for that reduction in value to the extent permitted by applicable law.
Opening packaging does not automatically remove the right of withdrawal. The relevant question is whether the goods have been handled beyond what is necessary to assess them.
Exceptions
EU law provides for certain exceptions to the right of withdrawal.
These can include, depending on the circumstances:
- Goods made to the consumer's specifications or clearly personalised
- Certain sealed goods which are unsuitable for return after being unsealed
- Certain perishable goods
- Certain digital content where supply has begun with the required consent and acknowledgement
- Other categories specifically excluded by applicable law
Sale items are not automatically excluded from the right of withdrawal simply because they are discounted.
If you believe an exception may apply, please contact us.
Faulty, Damaged or Incorrect Goods
The right of withdrawal is separate from your statutory rights concerning faulty, damaged or non-conforming goods.
If your item is faulty, damaged, incorrect or does not conform to the contract, please tell us when contacting us.
Different remedies and return-cost arrangements may apply to faulty or non-conforming goods.
Our International Returns Policy
We do not generally accept voluntary returns for orders delivered outside the UK.
This does not affect the statutory EU right of withdrawal described on this page, or any other mandatory consumer rights that apply to your order.
For all international returns, please contact us before sending the goods back so that we can provide the appropriate return and customs instructions.
Contact Us
Email: afp@allflutesplus.com
Phone: 020 7388 8438
Return address:
Unit 18 The Ivories
6 Northampton Street
London
N1 2HY