Refund policy

Returns & Cancellation Policy

Your Right to Cancel

If you are a consumer purchasing from us online, you may have a statutory right to cancel your order without giving a reason.

UK Consumers

Under the UK Consumer Contracts Regulations, you generally have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

To exercise your right to cancel, you must inform us of your decision within this 14-day period.

Once you have informed us that you wish to cancel, you normally have a further 14 days to return the goods to us.

EU Consumers

If you are a consumer in the European Union, you generally have a statutory 14-day right of withdrawal for goods purchased online.

The withdrawal period normally begins when you, or a person nominated by you (other than the carrier), receive the goods. Where an order is delivered in separate parts, the applicable withdrawal period may run from delivery of the last item.

The customer is responsible for the cost of returning the goods, including return postage and any insurance costs.

Our EU withdrawal process is explained in full on our EU Right of Withdrawal page.

International Consumers (Other than EU)

We do not generally accept voluntary returns for orders delivered outside the UK, as international returns can involve significant shipping, customs and other costs.

This does not affect any statutory rights you may have in relation to faulty, damaged, misdescribed or otherwise non-conforming goods.

How to Cancel or Request a Return

To cancel and order/request a return either:

  • Log on to your account and locate your order and press the appropriate button

  • Contact us at:

Email: afp@allflutesplus.com
Phone: 020 7388 8438

For international returns, please contact us before sending anything back.

We will provide the appropriate return instructions and, where necessary, guidance concerning customs documentation.

Please do not send an international return to us without first receiving our return instructions.

Returns should be sent to:

Unit 18 The Ivories
6 Northampton Street
London
N1 2HY

Condition of Returned Goods

Goods must be returned in the same condition in which they were received, and must be as new and suitable for resale.

We ensure that all new instruments are in full working order before dispatch. For pre-owned instruments, the condition of the instrument is clearly stated in the product description.

A refund may not be issued where an instrument is returned with any of the following:

  • Dents

  • Scratches

  • Bends or other physical damage

  • The flute is no longer playing or functioning as it was when received

  • Rips or tears

  • Folds or creases

  • Missing parts or accessories

  • Missing original packaging

Where a return is made under a statutory right, we may require reasonable evidence that the goods were returned within the applicable statutory period.

Proof of purchase, or other information sufficient to identify the order, may be required in order for us to process the return.

Return Postage & Insurance

The customer is normally responsible for the direct cost of returning the goods.

If the return is because the goods are faulty, damaged, incorrect or otherwise do not conform to the contract, different rights may apply and we will normally cover the reasonable return cost where we are responsible.

For international returns, return postage may be substantially higher than the cost of the original delivery.

Refunds

Refunds will be made using the original payment method.

For a statutory cancellation or withdrawal, we will refund:

  • The amount paid for the goods

  • The initial postage costs

If the customer selected a more expensive delivery option, we will only refund the cost of the standard delivery option.

We may withhold the refund until we have received the goods back in store, or until the customer provides reasonable evidence that the goods have been returned, whichever occurs first.

Any refund may be reduced where the goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, resulting in a reduction in value.

Damaged, Faulty or Incorrect Items

Please inspect your order when you receive it and contact us as soon as possible if an item is faulty, damaged or incorrect.

Faulty, damaged or incorrect goods are dealt with separately from a change-of-mind cancellation or withdrawal.

Where the goods are faulty, damaged or incorrect and we are responsible, we will arrange or reimburse the appropriate return costs.

Exceptions to the Right to Cancel

Certain goods and circumstances are excluded from statutory cancellation or withdrawal rights.

These can include, for example:

  • Goods made to the consumer's specifications or clearly personalised

  • Certain sealed goods where the seal has been broken

  • Certain perishable goods

  • Certain digital content where supply has begun with the consumer's required consent and acknowledgement

  • Other categories specifically excluded by applicable law

Sale or discounted items are not automatically excluded from statutory cancellation or withdrawal rights simply because they are on sale.

Where you believe an exception may apply to your order, please contact us.

Exchanges

We can offer exchanges, but you must contact us before returning your item so that we can arrange the exchange with you.

For exchanges requested because you have changed your mind or would prefer a different item, the customer is responsible for the cost of returning the original item and the cost of postage for sending the replacement item.

The item being returned must meet our applicable return conditions. Once the returned item has been received and checked, we will arrange the exchange for the alternative item, subject to availability.

If the alternative item is of a different value, any difference in price will need to be paid or refunded accordingly.

Where an exchange or replacement is required because goods are faulty, not as described, or otherwise do not conform to the contract, we will cover the necessary costs.

Import VAT, Customs Duty and Other Import Charges

Orders delivered outside the UK may be subject to import VAT, customs duty, clearance charges or other charges imposed by the destination country or carrier.

Where such charges are paid directly to customs authorities or to a carrier, they are separate from the purchase price paid to us.

We do not automatically refund import VAT, customs duty, clearance charges or other fees paid directly to foreign customs authorities or carriers.

Customers wishing to recover such charges should contact the relevant customs authority or carrier to establish whether a refund or other recovery procedure is available.

International Return Customs

International returns may require specific customs documentation.

Goods must be returned using the instructions we provide.

We cannot accept responsibility for additional customs duties, taxes, carrier charges or other costs resulting from a return that is incorrectly declared or sent contrary to our return instructions.

Where goods are returned to the UK, any available customs relief is subject to the applicable customs rules and procedures and is not automatic.

Customer Rejection at Customs

Customers are responsible for any import duties, taxes, customs charges or other fees applicable to their order in the destination country.

If an order is refused by the customer, including where the customer declines to pay any applicable customs charges, and the goods are subsequently returned to us, we will contact the customer if contact has not already been made.

Once the goods have been returned to us and their condition has been checked, we will refund the cost of the goods, subject to any applicable statutory rights.

Where the goods are returned because the customer has refused to pay applicable customs charges, the original delivery charge and any costs incurred by us as a result of the return may be deducted from the refund.