Shipping and Returns
Your satisfaction is very important to us, and we hope you are happy with your purchase. Great care is taken so that each instrument is tuned, serviced and inspected before leaving our premises.
We ask that you take the time to consider your purchase as we want you to have many years of enjoyment.
Where possible, we ask that you collect your item in person in the knowledge that we have handed it over with gentleness and care. Where this is not possible, we are happy to work with you to arrange shipping across the UK, Europe & Worldwide and will always look for the most competitive rate for you. Should you wish to arrange your own courier we will securely pack your purchase with as much love and attention as if it was being shipped to our own home.
Since our instruments are handmade by individual craftsman, no two items, even of the same model and specification will ever be identical and there may be some colour, design and finish variations. The majority of our instruments are made with hand cut pieces and do not have a factory finish. The images on our website are for guidance only and may differ slightly from the finished instrument.
Weight, dimensions, and sizing are provided for guidance purposes only and should not be deemed to be exact measurements.
We aim to dispatch within 7 days of payment (unless otherwise notified). Unfortunately, we cannot guarantee delivery times or dates as these are carried out by the courier but will always strive to keep you updated. Wherever possible we will reuse packaging and ethically source as much material as possible.
UK Shipping Costs: Website UK shipping costs are based on England, Wales and parts of Scotland. This excludes Highlands & Islands of Scotland, Northern Ireland, Isle of Man, Isles of Scilly and Channel Islands – once your order has been received you will be contacted to confirm exact shipping costs and if any further courier charges are applicable.
Europe Shipping Costs: Are based on Europe only up to a maximum of 10kg and 300cm parcel volume. Anything above this weight and dimension can be provided on application - please contact us.
Rest of the World: Shipping costs can be provided on application – please contact us.
We securely package your item before shipping however, cannot 100% guarantee the safe delivery due to mishandling. By placing your order online, you adhere to the courier companies T&Cs and their applicable exclusions e.g., musical instruments must be sent in a hard case.
- We cannot be held responsible for transit or handling of goods by delivery and courier companies.
- We are not responsible for items that are not delivered.
- For international deliveries, some countries may charge local customs, sales and VAT taxes. BINA Musicals UK is unable to calculate this for you. You will be notified by your local customs authority once your order has reached your country. They will accurately calculate the total amount of charges which need to be paid before you may receive your goods. You are solely responsible for any extra local charges. These are not included on your order and the courier may request proof of payment before goods are released.
Due to the nature of our products, it is not our standard policy to offer a refund or exchange (unless specifically stated on your invoice at the time of purchase) as unfortunately in the past, customers have used items for functions, weddings and private events before returning.
If we have agreed an exception at the time of purchase, please contact us with details of your order, the invoice and images of the item so we can assist you further.
You will need to return items within 7 days of your purchase. Returned goods must be unused in their original condition, with the original receipt/proof of purchase and packaging. You can either bring it to us in person or contact us to arrange collection if you are unable to do this.
Collection costs will be paid by the customer however, we will find the best price possible for you. We recommend that you obtain tracking details or proof of posting. The item remains your responsibility until it reaches us. Items lost in transit will not be treated as returned.
We only exchange items if they are defective or damaged due to a manufacturing problem that cannot be repaired. In the first instance, we will always try everything possible to repair the problem and we appreciate your patience whilst this is being undertaken.
Upon inspection of the returned goods, we reserve the right to refuse a refund if visible signs of damage or misuse are present. This does not affect your statutory rights.
We DO NOT under any circumstances accept the return of any wind instruments due to hygiene reasons and we do not accept the return of any bespoke items.
BINA Musicals UK does not provide a warranty unless agreed in writing at the time of purchase (1st Jan 2024)