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RETURNS

If you need to Return goods to us for any reason we try and make the process as easy as possible. Please select the reason for your return from the options below for instructions on what to do next.  

Goods Received but No Longer Required

We offer a 14 day return period for any items ordered that are no longer required or have been ordered in error. Please notify us of your intention to return within 14 days from receipt of your goods (not the invoice date). The goods must be in an as new condition and returned at your cost with the original packaging. We advise sending via a tracked secure carrier to ensure you have proof that your parcel has reached us safely. 

Please note the following exclusions, these items cannot be returned under our policy:
* Special Order/Bespoke items that have been ordered in specifically for you or modified to your personal requirements.
* CD's and DVD's that are unsealed
* Items purchased in our physical shop - (contact shop for details of how to return these items) 

We will not be responsible for any damage incurred to the goods on their way back to us, please ensure all items are packaged appropriately. 

A re-stocking fee may be applied when goods are not returned back to us in their original, unused condition. Any original delivery charges will not be refunded. If your goods have been shipped with free shipping option we also reserve the right to deduct any cost incurred by the original shipping from your refund.
 

Goods Damaged in Transit

We ask that all goods are inspected fully on receipt to check for any potential transit damage. Our  team will ensure that your order is packaged securely and appropriately but occasionally we do encounter damage caused by our delivery partners.

In the unlikely event that you receive a damaged item please report it to us by email to sales@philparker.co.uk
 . A member of our  team will then contact you (usually within 24 hours) to provide full details of what happens next.

Please note that any goods that are reported transit damaged after the initial 48 hour period may need to be returned to us for assessment before a replacement is offered.

Faulty Goods/Claims Under Warranty
 
If you believe your instrument has a fault or manufacturer defect, please report it to us by email to sales@philparker.co.uk . A member of our team will then contact you (usually within 48 hours) to provide full details of what happens next. Rest assured that our team will endeavour to resolve your issue with the least possible inconvenience.

If you are local to our store and wish to bring the faulty item in personally then please contact a member of our team before visiting. Depending on the nature of the problem, they may be able to arrange to have it replaced whilst you wait. The majority of problems can be sorted quickly/easily providing you notify us of your intention to visit and the nature of the issue in advance.


Packaging Your Return

Ideally goods should be returned in the original packaging used by our team, as long as it is still intact.

Where it is not possible to use the original packaging, please ensure that the goods are sufficiently packaged and cushioned to protect against any reasonable shocks, puncturing, scratching or damage that may occur during carriage, handling and sorting.  Here are a few tips:

* Boxing your items
All items should be placed within an outer box, if you do not have a large enough box, please cut/tape smaller boxes together to ensure the entire item is covered in cardboard. Multiple items inside a box should not be touching in order to prevent potential damage caused by movement in transit.

* Fragile items
Fragile items need extra protection such as bubble wrap, newspaper, shredded cardboard or polystyrene chips. This can often be recycled from other parcels you receive and ensures reduced movement of packaged items. 

* Sealing the parcel
Open edges of the parcel should be sealed, top and bottom, plastic or reinforced carton tape is preferable to ordinary household tape if available. 

* Labelling the parcel
Make sure that our address and your senders address are marked clearly on the outer packaging.