All parts, materials and workmanship are covered for up to 5 years from the date of purchase. Some items, often those from other manufacturers or used items will have a shorter warranty – if this is the case it will be clearly shown in the product information.
It is important to note that a warranty or guarantee does not cover wear and tear or damage whether by accident, neglect, atmospheric conditions or perspiration acids (Propionic acid).
Cosmetic finish is not covered by a warranty – i.e. scratches, dents, wear to lacquer or silverplate etc.
Free goodwill repair scheme
Our customers benefit from free repairs and spare parts. This is a goodwill service and it is discretionary. This offer we believe is unique and a great benefit to Hanson customers as it does ‘cover’ wear and tear and minor damage. It’s not a replacement for insurance but it does help you with day to day (year to year!) looking after of your instrument.
Here is how it works:
- Instruments sent for repair must include a copy of the service form which can be obtained by clicking here.
- If the instrument need to be returned for repair you can either send it to us via an appropriate method, or we can arrange collection for you using our couriers. If you would like us to collect we ask you to pay for this service: the charge we make for collection and delivery covers the actual cost of the service and insurance and packing. The cost of collection or delivery includes insurance against loss or damage in transit but you do need to ensure that any item is properly packed up.
- Our workshop will asses the damage and repair the instrument free of charge. This service is intended to cover all the things that may ‘go wrong’ with an instrument in usual day to day use, for example:
Bent keys – often caused by rough handling or improper assembly – bent keys are very common especially amongst beginners.
Springs knocked off or broken – sometimes occurs when cleaning if care is not taken to avoid the spring wires.
These and other things are commonplace repairs that almost all players will need to do or have done at some time or other. It is quite usual to receive a repair bill from your local shop of anything form £20 upwards for minor repairs. Your local repairman is being quite reasonable in charging for these repairs – they all take time – however we will undertake them free of charge as goodwill – just call us and send in your broken instrument.
What does it cost?
Repairs are free. Parts are free. Labour is free. If you would like the instrument collecting/delivering we ask you to cover this.
How long does it take?
We complete and return all customer repairs as quickly as possible. If you need your instrument returned by a specific date please tell when you call to book then repair in – before sending it! We will do our best to accommodate your request.
I don’t live in the UK – what will it cost and how long will it take.
This will be different of course for each country and it is best to e-mail or phone us for advice if you ever have a problem. Customers from outside the UK may of course make use of our free repair service but for minor repairs the cost of postage may outweigh the savings of taking the instrument to your local repairer just as you would with any other make of instrument. There is however some good news for overseas customers; we do still have the longest warranty of any major brand, and we do still commit to supply free brand specific spare parts (i.e. keys or special parts, but not tiny tiny stuff like a piece of cork or a pad!) for your instrument should you need them even for a repair. So if you take you instrument to the local repairer and it needs a new key or a new screw for example you can obtain them free of charge from ourselves.
What is meant by; ‘This is a goodwill service and it is discretionary’ ?
Our repairs are offered free of charge as goodwill to our customers. Some high street shops that have an ‘in house’ repairer will also offer such a service in order to look after customers. However, by offering this service we do not enter in to a contract and if we have any reason to believe that damage has been deliberate or malicious for example then we reserve the right to refuse the service free of charge.
Is there anything that you won’t repair free?
Yes. We don’t offer free repairs for cosmetic damage. So if you scratch or dent your instrument we won’t offer to fix it for free. If you accidentally run over it with the car for example we won’t be able to fix it for free! This would be a job for your insurance company, not the repair shop! We’re not being mean spirited by this, just realistic. Our free repair service is intended to help keep your instrument in good playing order, to help you with common problems that might otherwise cost a lot and take a long time.
Is there anything else I should know?
We do our best to help customers and keep everyone happy. To make sure that there is no misunderstanding here are some things we need to make clear: We do not agree to cover the cost of repairs undertaken by any other repairers. If you have a problem with your instrument, whatever it may be, we suggest that you speak to us about it first. If you decide to take it somewhere else and arrange your own repairs we will not cover the bill. If your teacher decides to ‘repair’ it we can not be held responsible. Any work, alteration or repair carried out by third parties may invalidate your guarantee. We can not be held responsible for any ‘missed lesson’ or ‘missed concert’ which is caused by a broken instrument.
A final word regarding our free reapirs: the fact is that musical instruments do get knocked and bent even by the most careful people. We understand this and it’s one of the reasons that we offer this service as goodwill. Our intention is to look after our customers in order that you will remain our customers. To this end we will do all that is reasonably possible to help you and provide the best possible service at all times.
General Terms and Conditions of sale for direct, internet and mail order retail customers:
We comply fully with the Consumer Protection (distance selling) regulations 2000 and the Electronic Commerce (EC Directive) Regulations 2002.
Our general obligations to you under the ‘Consumer Protection (distance selling) Regulations’:
Generally you have the right to cancel the contract by giving us notice in writing, including fax or email at any time during the ‘cooling off period’ which finishes 7 working days after the day of receipt of the goods. If you do cancel the contract after the goods have been sent and received you must return the goods to us at your own cost or pay us to collect them and in the meantime take reasonable care of them so that we can offer them for re-sale. If you do not take reasonable care of them and they are not received by us or not received by us in a saleable condition you may not receive a full refund.
Our special case (this term is referred to in the regulations above and simply means: anything else we need or want to add to the terms).
Returns and refunds
Due to the personal service we offer we at our discretion may offer a full refund for any reason whatsoever of goods which are returned to us within seven days of receipt by you. This is in order to make it easier for you to evaluate goods in your home. We do our best to give our customers the level of service which we would like if we were buying goods; it is very important to us that you are delighted with any purchase, that you are certain you have chosen well and that you will recommend us to others. However, if you do not wish to keep goods they must be returned to us at your own cost and must be received by us in the same condition that it was received by you, including the original and undamaged packaging if applicable. If you do not take reasonable care of them or if any part of the goods are not received by us or not received by us in a saleable condition you may not receive a full refund.
If you decide to return goods they should be delivered to: Hanson Musical Instruments, Units 2 and 3 Warehouse Hill, Marsden, West Yorkshire. HD7 6AB. You may use your own couriers or ask us to collect goods (we will make a charge for this service) or you may deliver the goods to us in person. If you decide to use your own couriers please ensure that the items are properly packed and that adequate insurance cover is provided by you whilst the goods are in transit. We will not be liable in any way for goods lost or damaged in transit and we will not issue a refund against damaged goods.
You may cancel any order up to the point of despatch. If the order is cancelled then this contract is cancelled we will refund the purchase price paid excluding any costs reasonably incurred for example any bespoke work undertaken in preparing your order or the cost of any personalised items ordered. Refunds will be made using the same method as payment was made.
By agreeing to these terms and conditions you acknowledge and accept our Data Protection Act Policy and agree to opt in. You may, of course opt out at any time by following the directions in our Data Protection Act Policy.
No contract exists until we dispatch the goods notwithstanding that we will record your verbal or written order. We reserve the right to decline or rescind any order and refund your payment rather than deliver the goods. Non-acceptance of an order may be a result of one of the following:
•The product you ordered being unavailable from stock.
•Inability to obtain authorisation for your payment.
•The identification of a pricing or product description error.
You are free to cancel the order any time up to the time of dispatch. You will then receive a full refund. The concluded contract will be filed by us but will not be accessible to you unless specifically requested and any reasonable costs incurred by us in supplying the information paid by you.
The language offered for the conclusion of the contract will be English. The laws of England apply to all contracts.
Your other rights:
None of these Terms and Conditions affects your other Statutory Rights.
If you are concerned at all about these Terms and Conditions, or the way in which we administer them please contact your nearest Trading Standards Department by visiting http://www.tradingstandards.gov.uk and entering your postcode.
Terms and Conditions of sale for trade/wholesale customers.
Terms and conditions of sale. Please read carefully. By ordering and accepting goods you agree to accept the trading terms of the company and agree to a binding agreement incorporating these terms.
Our trading terms apply to all offers, quotations and sales by Alastair Hanson Ltd trading as Hanson Music, (The Company). If you do not accept this invoice or the terms of sale you should advise us within 7 days of receipt. These trading terms shall prevail over any other terms and conditions contained in or referred to in the Dealer’s order or elsewhere or implied by trade custom or course of dealing unless those other terms or conditions are specifically agreed to in writing by a duly authorised director or company secretary of the Company and any purported provisions to the contrary are hereby excluded or extinguished. Every deviation from or modification of these trading terms requires the express written agreement of the Company in each instance. Modification or waiver of any provision in one instance shall not constitute modification or waiver in any other instance.
The Company shall have the right at any time up until the date of despatch to withdraw any discount and/or to revise prices.
The purchase price for each order shall be paid in full. Payment is due no later than 30 days after the invoice date. Failure to pay within the terms may result in the withholding of further supply and a service fee and interest to be applied. Notwithstanding this the Company is entitled, at its sole option, to require earlier payment of all or part of the purchase price of any order, including full payment or part payment at the time the order is placed. No counterclaim or set-off by the customer may be deducted from any payment due on any account whatsoever. For the avoidance of doubt, the Company may maintain an action against the customer for the price of the goods at any time after payment of price of the goods has become due, even though property of those goods may not yet have passed to the customer. If the customer fails to make any payment when due the Company is entitled, without judicial intervention to require immediate payment of all outstanding orders and/or deem the related order and all other orders by the customer cancelled and/or to delay delivery on such orders without prejudice to the customers other rights or remedies (including the right to recover damages). Refunds will not be made in whole or part against cancelled orders. Any extension of credit allowed may be changed or withdrawn at any time. If due to such events or circumstances the Company has insufficient stocks to meet all its commitments it may apportion available stocks between customers at its sole discretion.
A carriage charge will be made on any order under £50 in value for delivery in the United Kingdom mainland, IOW and Northern Ireland. Carriage charges for deliveries in the Highlands & Islands, Channel Islands, Southern Ireland and outside of the United Kingdom will be agreed with the customer before despatch.
DELIVERY AND RISK
1.Delivery dates specified in any quotation, order acceptance form or elsewhere are approximate only and not of any contractual effect. Delivery shall be at the customer premises unless otherwise agreed by the Company in its order form. Risk of loss or damage to the goods shall pass to the Dealer on delivery to its premises as stipulated in the order or when placed in their possession or that of any carrier or transport provided by the customer, whichever shall occur first.
2.If the customer refuses or fails to take delivery of goods tendered in accordance with these trading terms risk of loss or damage to the goods shall nonetheless pass the to the customer. Without prejudice to any other rights the Company may have against the customer (for breach of contract or otherwise) the Company shall be entitled both to immediate payment in full for the goods so tendered and either to effect delivery by whatever means it considers most appropriate or to store those goods at the risk of the customer. In addition to the purchase price the customer shall pay on demand all cost of such storage and any additional costs incurred as a result of such refusal or failure. Following the expiry of 60 days from the agreed date for delivery the Company shall be entitled to dispose of the goods in such manner as it may determine and may set off any proceeds of sale against any sums due to it from the customer, but shall be under no duty to account to the customer of any excess (which shall be retained by the Company as agreed compensation for the customer’s breach.
3.The Company shall be treated as having fulfilled its contractual obligations in respect of any delivery notwithstanding that the quantity may be less than the quantity specified in the contract. The customer shall not be entitled to reject the goods in whole or in part by reason of short delivery. The customer shall pay in full not withstanding short delivery or non-delivery unless the shortfall has not been made good by the due date for payment whereupon the customer shall only be obliged to pay for the quantity actually delivered. All claims not so notified are waived.
4.Unless otherwise agreed in writing, the Company shall be entitled to deliver the goods by installments. In such cases each installment shall constitute a separate contact and any defect in any one or more installments shall not entitle the customer to repudiate the contract as a whole nor to cancel any subsequent installment.
GOODS RETURNED AND REFUNDS
In those cases where the Company agrees to accept returned stock, credit or refund will only be issued subject to the following conditions:
1.Faulty product: in this case claims will only be recognised if lodged within three (3) days.
2.Transit damage claims: in this case claims will only be recognised if lodged within three (3) days of receipt of goods.
3.Goods returned in accordance with a ‘trial period offer’.
Refunds in whole or part will not be made upon cancellation of special order items.
The Company must be contacted prior to goods being returned for credit purposes. A Return Authorisation number will then be issued. Failure to follow this procedure will result in the Company refusing delivery in all instances.
PASSING OF PROPERTY
1.The Company reserves the following rights in relation to products supplied by it until payment in full of the price due and payable to the Company in respect of the same order (including any interest or other payment due in respect of those goods) and (as a separate obligation) until payment in full of all other indebtedness of the customer to the Company.
i) Legal ownership of the products, whereby the customer agrees to hold the goods as bailee for the Company and shall store such goods in such a way as to enable them to be readily indentified as the property of the Company. In this regard the customer shall keep proper and accurate records to enable the Company to distinguish goods for which the purchase price has been paid in full from those goods for which any part of such purchase is outstanding.
ii) To enter the customer’s premises, (or the premises of any associated company or agent where the goods are located) without liability for trespass or any resulting damage and retake possession of the products.
iii) To keep or resell any product repossessed pursuant to ii) above.
2.If any of the products are resold by the customer, the customer shall hold such part of the proceeds of any such sale in a separate identifiable account as beneficial property of the Company and shall pay such amount to the Company upon request. Notwithstanding the provisions above the Company shall be entitled to maintain an action against the customer for the purchase price and risk of the products shall pass to the customer upon delivery.
3.If any sum paid by the customer is less than all the amounts then due, the Company may (notwithstanding any direction to the contrary by the customer) apply that sum to amounts due in respect of goods which at the that time have been re-sold or otherwise disposed of by the customer, before applying any part of that sum to goods still in the Dealer’s possession.
INTEREST AND COMPENSATION
Interest and compensation will be charged on all overdue balances in line with late payment legislation. Thus, it is the responsibility of the Dealer to ensure his payment arrives within the time allowed under the Company’s trading terms.
All expenses including any legal costs and disbursements on a solicitor client basis incurred by the Company in collection of overdue accounts will payable in full by the customer.
Back orders will be supplied when stock becomes available, except where the customer specifies on order that back orders are not applicable. The Company will charge at prices prevailing at date of dispatch.
ASSIGNMENT OF AGREEMENT
The customer hereby consents to assignment by the Company of any of its rights under this agreement on such terms and conditions, as the Company in its absolute discretion shall nominate.
1.The Company shall not be liable to the Dealer whether for damages or repair or replacement of the goods or otherwise and the Dealer shall not be entitled to reject the goods, except on account of:
a) Damage to or loss of the goods or any part thereof in transit (where the goods are carried by the Company’s own transport or by a carrier on behalf of the Company) notified in writing to the Company within 3 working days of receipt of the goods or the relevant invoice or delivery note;
b) Any defects in the goods at the time of delivery (not being defects caused by an act, neglect or default of the customer or of any third party) notified in writing to the Company within 3 working days of receipt of the goods; or
c) Other defects in the goods notified in writing to the Company within 1 month of receipt of goods or, where the defect would not be apparent on reasonable inspection, within 6 months of receipt of the goods.
2.The Company shall not be liable for damage or loss to any person arising from defective installation of goods or from the use of the goods in connection with other defective, unsuitable or defectively installed equipment.
3.In any case where the Company is liable to the customer on account of any defect in or damage to the goods, the Company may at its option either make good any shortage or non-delivery and/or replace or repair or refund the price paid for or issue a credit note in respect of any goods found to be damaged or defective.
4.The Company’s aggregate liability to the customer whether for negligence, breach of contract, misrepresentation or otherwise shall in no circumstances exceed the cost of the defective, damaged or undelivered goods determined by the net price invoiced to the customer in respect of any single occurrence or series of occurrences. The customer agrees to waive any right it may have to claim any special, indirect, incidental or consequential damages including without limitation any damages for loss of revenue or goodwill from the Company.
5.Subject to any express provision to the contrary set out herein, all conditions, warranties and representations express or implied by statute common law or otherwise in relation to the goods (other than any liability which the Company is not permitted by law to exclude) are hereby excluded and the Company shall be under no liability to the customer for any loss, damage or injury direct or indirect whether resulting from defective material, faulty workmanship or otherwise howsoever arising and whether or not caused by the negligence of the Company, its employees or agents.
THESE TERMS AND CONDITIONS DO NOT AFFECT OR PREJUDICE THE STATUTORY RIGHTS IN ANY CASE WHERE THE CUSTOMER IS A CONSUMER ACQUIRING GOODS OTHERWISE THAN IN THE COURSE OF A BUSINESS.
If the customer commits an act of bankruptcy or compounds or enters into a deed of arrangement with his creditors or if a receiving order is made against him or if (being a company) an order is made or a resolution is passed for winding- up (otherwise than for the purposes of amalgamation or reconstruction) or a petition is presented for the making of an administration order the Company reasonable believes that the Dealer is unable to pay its debts within the meaning of section 123 of the insolvency Act 1986; or a receiver is appointed of any of the customer’s assets or undertaking or if circumstances arise which entitle a court or a creditor to appoint a receiver or manager or which entitle a court to make a winding-up order; or the Dealer takes or suffers any similar or analogous action in consequence of debt; or the customer fails to pay any amount due on its due date or commits any other breach of this or any other agreement between the parties then the Company may without prejudice to any of its other rights:
1.stop any goods in transit; and/or
2.suspend further deliveries; and/or
3.determine the rights of the Dealer to sell any goods which have not been paid for in full; and/or
4.by notice in writing to the Dealer determine all or any other contracts between the Company and the Customer; and/or
5.by its employees or agents enter upon or into any land, building or vehicles where the goods or any part of them are situated or are reasonably thought to be situated to repossess the same (and the Dealer shall for such purpose notify the Company of the whereabouts of the goods).
The Company shall not be liable to the customer for any loss or damage which may be suffered by the customer as a direct or indirect result of the supply of goods by the Company being prevented, hindered, delayed or rendered uneconomic by reason of circumstances or events beyond the Company’s reasonable control, including but not limited to Act of God, war, riot, strike, lock-out, trade dispute or labour disturbance, accident, breakdown of plant or machinery, fire, flood, storm, difficulty or increased expense in obtaining workmen, materials or transport or other circumstances affecting the supply of the goods or of raw materials therefore from the Company’s normal source of supply or the manufacture of the goods by the Company’s normal means or the delivery of the goods by the Company’s normal means of delivery.
Failure by the Company to exercise or enforce any rights hereunder shall not be deemed to be a waiver of any such right nor operate so as to bar the exercise or enforcement thereof at any time or times thereafter.
To the fullest extent possible each provision and part provision of these trading terms shall be construed in such fashion as to be effective and valid under applicable law. If any provision or part provision is declared void, illegal or unenforceable by a court of competent jurisdiction with respect to particular circumstances such provision or part provision shall remain in full force and effect in all other circumstances. If any provision or part provision is declared entirely void, illegal or unenforceable by a court of competent jurisdiction, all other provisions of these trading terms shall remain in full force and effect.
Any notice hereunder shall be deemed to have been duly given if sent by prepaid first class post to the party concerned at its last known address. Notices sent by first class post shall be deemed to have been given 24 hours after dispatch.
LAW TO BE APPLIED
This agreement shall be deemed to have been entered into in England and the law to be applied shall be the law applicable for the time being in England. The parties hereby submit to the exclusive jurisdiction of the English Courts with regard to any dispute in connection with this agreement.
We want dealing with us to be a happy experience for all customers. If there is anything at all you are not happy about please tell us so that we may best help you.
If you have any problem with any item your first call may be directly to me. Here is my personal phone number and email:
It’s perhaps a little unusual for the owner of any company to make available their private telephone number but hey, that’s because I care!