Refund policy
Contacting us
To cancel an order, request a return, or report a fault, email lindstruments@gmail.com with your order number and a short description of the issue. Photographs or video can help us assess damage or a fault, but we will not make a lawful remedy conditional on evidence that is unreasonable to provide.
We aim to acknowledge customer-service enquiries within three working days. Urgent dispatch or delivery problems should be marked URGENT — ORDER in the subject line.
Standard physical goods
For most non-personalised physical goods ordered online, a consumer may cancel without giving a reason by telling us within 14 days after the goods are received. After telling us, the consumer has a further 14 days to send the goods back.
Unless the goods are faulty, not as described or sent in error:
- the customer is responsible for the direct cost of returning them;
- the goods should be securely packed and returned with proof of posting; and
- the customer is responsible for any reduction in value caused by handling beyond what would reasonably be permitted when examining the goods in a shop.
We refund the price paid and the cost of the least expensive standard outbound delivery option we offered. Any additional cost of an enhanced or express delivery choice is not refundable. We make the refund within 14 days after receiving the returned goods or, if earlier, receiving satisfactory evidence that they have been sent back. We use the original payment method unless otherwise agreed and do not charge a refund administration or restocking fee.
Made-to-order and bespoke instruments
“Made to order” does not automatically mean that change-of-mind cancellation rights are excluded. A cancellation exception will be used only where an item is genuinely made to the customer's specifications or clearly personalised, and the product page, quotation or order confirmation identifies that fact before purchase.
If an instrument is a standard Lindstruments design made after ordering, using only standard options, we will not treat it as bespoke merely because it was not held in stock.
For a genuinely bespoke or personalised item, the statutory change-of-mind cancellation right may not apply once the contract has been accepted. This does not affect rights where the item is faulty, not as described, late beyond an agreed essential deadline, or otherwise supplied in breach of contract.
Deposits, staged payments and balances
A deposit is a payment towards the total order price, not a separate browseable product. The quotation or parent product page will state the total price, what the deposit reserves, the expected sequence of work, the balance due, and any agreed delivery cost or optional extras.
We do not describe a substantial deposit as automatically non-refundable in every circumstance.
- If the customer has a statutory right to cancel and uses it in time, the deposit is refunded as the law requires.
- If the customer cancels later and Lindstruments is not at fault, Lindstruments may retain only a fair amount reflecting reasonable, evidenced direct work, committed materials and loss caused by that cancellation, after taking reasonable steps to reduce the loss. Any remaining balance is refunded with an explanation of the calculation.
- If Lindstruments cancels or cannot complete the order, payments for work or goods not supplied are refunded.
- A balance request will identify the parent order and will not introduce an undisclosed surcharge.
Print-on-demand merchandise
Standard Lindstruments-designed print-on-demand garments, mugs and similar goods have the same change-of-mind rights as other standard physical goods. They are not excluded merely because a fulfilment partner prints them after the order is placed.
An item made with customer-supplied wording, sizing, artwork or another genuine personalisation may fall within the personalised-goods exception where this is made clear before purchase.
Please report a misprint, manufacturing fault, damage or wrong item to Lindstruments. We—not the fulfilment partner—remain the customer's point of contact.
Physical recordings and sealed media
The normal physical-goods cancellation right applies to an unopened physical recording. Where an audio recording or sealed computer software is supplied in sealed packaging, the change-of-mind right may end if the seal is broken. Faulty or misdescribed media remains covered by statutory rights.
Downloads and other digital content
For STL files, PDFs, digital music and other digital content, the normal cancellation period is 14 days from the contract date. If the customer asks for immediate access during that period, digital supply will begin only after the customer gives express consent and acknowledges that the change-of-mind cancellation right will be lost once downloading or access begins.
If immediate-supply consent and acknowledgement have not been captured correctly, Lindstruments will not rely on the loss-of-cancellation exception.
This does not affect remedies for digital content that is faulty, materially not as described, or does not meet the stated functionality or compatibility information. Contact us if a download link fails; we will restore access or provide the appropriate remedy.
Lessons, services and commissions
For a service bought online, the normal cancellation period is 14 days from the contract date. If the customer asks us to begin during that period, we may charge a proportionate amount for work properly supplied before cancellation. If a service is completed during the period with the customer's express request and acknowledgement, the change-of-mind right may end on completion.
The current operational booking rule for one-to-one lessons is that a booked session may be rescheduled or cancelled at least 48 hours before its start time using the booking link or by email. This scheduling rule does not remove statutory cancellation rights. Where a customer misses a session or cancels later, we will act reasonably, taking account of whether the slot can be reused and any exceptional circumstances.
Faults, damage and incorrect goods
Goods must be of satisfactory quality, fit for any purpose made known and as described. Digital content must be of satisfactory quality, fit for purpose and as described. Services must be provided with reasonable care and skill.
For faulty physical goods, consumers may have a short-term right to reject within 30 days and, after that, rights to repair, replacement, price reduction or refund depending on the circumstances. We will not use this policy to exclude or shorten those rights.
If goods arrive damaged, incomplete or incorrect, contact us as soon as reasonably possible. A quick report helps us pursue the carrier, but failure to report within an arbitrary short window does not remove statutory rights. Lindstruments pays or reimburses reasonable return costs where goods are faulty, damaged, not as described or sent in error.
Returns address
Do not send an item until we have confirmed the appropriate return route. Depending on the product and location, the correct return address may be Lindstruments in Orkney or an authorised print-on-demand fulfilment partner. The customer remains entitled to deal with Lindstruments throughout.
Model cancellation notice
You may use the following wording, although any clear statement is sufficient:
To Lindstruments, Taftingus, West End, St Margaret's Hope, Orkney KW17 2SN, United Kingdom; lindstruments@gmail.com:
I/We give notice that I/we cancel the contract for the following goods, digital content or services: [describe].
Ordered on/received on: [date].
Order number: [number].
Name and address: [details].
Date: [date].
Statutory rights
Nothing in this policy affects rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer law.