Dealers & Restorers of Violins, Violas, Cellos & Bows
Call Us: 01732 459 823 · Email Us: enqs@craigviolins.com · Find Us

Our Policies

Policies for our online store

You should find all the necessary information that you need to know here about our policies and procedures.  Should you, however, not find the information that you are looking for then please use our Contact Page to get in touch and we will do everything we can to answer your query.

Contact Information

We are always happy to discuss any queries you may have.  If you would like to talk to us, please call on 01732 459823 or make an appointment to come and visit us at our shop at 31 High Street, Sevenoaks, Kent, TN13 1JD.  Alternatively, you can email us at enqs@craigviolins.com.

Description of Goods

T A Craig Ltd make every reasonable effort to ensure that the information displayed about a product is as accurate as possible.  We also publish information in good faith, that has been given to us by manufacturers about their products. There will be the odd occasion where there is variation in either the finish, colour or other details from the pictured product.  We will always do our very best to inform the purchaser in this situation, and will always try accommodate a customer if there is a significant variation to the product, which may influence it’s desirability to the customer.  We are not able, however, to assume responsibility for erroneous product information provided to us by our suppliers.

Guarantees

All our cases carry a one year guarantee against any manufacturing defects that may, in unusual circumstances, arise, and some case companies also add an extended warranty in addition to this.

Payment Information

Once we receive your order we will begin to process it within 1 working day. If the order can be fulfilled immediately we will prepare it for shipping  and it will be sent the same working day. Your card will be debited once your goods have been dispatched.

We accept all major credit cards with the exception of Americal Express, and do not apply a surcharge for their use. We also accept payment by bank transfer, and if you wish to make your purchase using this method please contact us for the relevant details.

For reasons of security, for both ourselves and our customers, we may on occasionally request that payment for certain items is made via bank transfer. We will contact you directly if this is the case so please ensure that you include a valid email address and telephone number at checkout.

Please note that all orders are despatched once we have received payment.

We may revise prices without notice and prices will be those at the time of despatch. Any invoice query must be made within 10 days of the date of invoice.

VAT is charged on all items where applicable and is chargeable within the UK and Europe.

Under certain circumstances we may cancel the order without notice or compensation. Such circumstances would include inability to obtain products/materials, labour and supplies, strikes, lockouts and other forms of industrial action or dispute, fire, flood, drought, weather conditions, war, civil disturbance, act of God, or any other cause beyond our control making it impossible for us to fulfil our contract.

Shipping Information

We aim to ship items purchased within 24 hours from receipt of your order. Most orders are supplied directly from our stock on the day we receive them. All items are, however, subject to availability but we will endeavour to inform you, via email, as soon as possible if the goods you have ordered are for any reason not available. Please ensure, therefore, that the contact information supplied at the point of order is correct.

Delivery charges are shown at the point of checkout on the website. Please note that VAT is charged on postage where applicable and that shipping charges include packaging and handling costs.

The shipping method will be shown during the checkout process. Where appropriate you will be issued with a tracking number so that you may track the status of your delivery. If you have any questions or queries about your shipment please contact us via email using enqs@craigviolins.com quoting both your order number and tracking number where appropriate.

Please note that some countries may impose import or other taxes on your purchase and that these are not covered by the shipping charges and are solely the responsibility of the purchaser.

Should you require alternative shipping arrangements or a service not specified on our website then please contact us for a quotation.

Shortage of goods or damage must be notified to us by either email enqs@craigviolins.com or telephone 01732 459823 within 3 days of receipt and confirmation in writing within seven days of delivery or no claim can be accepted. Delivery of obviously damaged goods should be refused. Notifications should include your order reference number, a list of quantities and types of products damaged and full details of the damage or fault. Photos are recommended where possible.  Damaged goods must be returned for inspection prior to re-delivery, replacement or re-imbursement where appropriate.

Liability cannot be accepted for goods if notification is not received within 10 days of the date of invoice/payment notification. This means in the event of items being lost in the post, if you have not received goods within 10 working days and make no enquiry, T A Craig Ltd cannot accept liability for replacing the order. If, for any reason, goods have not been despatched, T A Craig Ltd will make every effort to do so upon notification.

No liability is accepted by T A Craig Ltd for any consequential loss or damage whatsoever, however caused

Returns

We hope that you will be happy with your purchase, however, under UK law, there is also a 7 day cooling-off period, during which the purchaser may cancel the contract. This period commences once the goods are received by the purchaser (receipt of goods). If you wish to do this you must notify us by email to enqs@craigviolins.com. This excludes items that cannot be re-sold once opened – such as sealed strings, or rosin.  You must then return the goods at your own expense in the original packaging and condition.

If the goods are faulty (or not what was ordered), then please contact us within 7 days by email or in writing and we will arrange return at our own expense.

The effective cancellation date of the contract is the date the return is sent. T A Craig Ltd will refund the purchase price of the goods to the purchaser once the goods have been received back in their original condition.

Goods being returned are to be sent to:

31 High Street
Sevenoaks
Kent
TN13 1JD
United Kingdom

Prices

The Prices for the Goods or Services are excluding packing, insurance and carriage, which are added on at the point of sale.

Prices invoiced are calculated in respect of the quantity of Goods or Services actually delivered and hours of Services provided irrespective of the quantity in respect of which any quotation was issued.

Please note that prices may be adjusted at any time by T A Craig Ltd without notice.  This may be due to price increases passed to us by our suppliers or through other costs incurred by us in stocking the product.

If a price is adjusted, we will contact you and ask if you still wish to proceed with the order at the amended price. If we are unable to contact you or you do not wish to proceed, we will cancel the order and refund you the entire cost of the order.

VAT is always included in our prices at the current rate.

Security Guarantee

Please note that T A Craig Ltd actively undertakes measures to prevent fraud taking place on this site. As such during the transaction process you will be prompted through the use of CVV and other security measures to verify that you are the valid card holder. For certain transactions we may optionally request payment via bank transfer so please ensure that you use a valid email address and telephone number.

Privacy Policy

We will not share your information with anyone else other than for the express purpose of completing your transaction.

We realise that your identity is valuable, both to you and us. Information about you, be it personal details or financial information needs protection. In order to guarantee your privacy we can assure you that we do not collect or store your financial details.  We will never pass your personal data to a third party except to complete your transaction. We will not sell our mailing list or pass on details of our customer database to any third party and you will not receive junk mail as a result of either purchasing from us or registering with us.  We will never seek to exploit your personal details in any way.

Our site is ‘cookie’ free and we do not use cookies to track site usage.

We may enter some of the information provided on our own personal database.  This will be for the sole purpose of helping to supply and manage any products or services that we provide to you, to improve and develop the products that we offer, or, with your consent, to inform you about products or services we offer that may be of interest to you.

Quotations

Quotations by the company unless otherwise stated are valid for a maximum of 30 days from the date of quotation. We reserve the right where necessary, however, to alter prices without notice.

Existence of Contract

  • No contract shall come into existence until the customer’s order is accepted and payment has been received in full.
  • These conditions shall be incorporated in the contract to the exclusion of any terms or conditions stipulated or referred to by the customer
  • No variation or amendment of this document or oral promise or commitment related to it shall be valid unless committed to in writing and signed by or on behalf of the company

Definitions

In these conditions the following terms shall have the following meanings:

  • ‘Company’ – T A Craig Ltd
  • ‘Customer’ – means any legal person or body corporate who’s order is accepted by the company
  • ‘Contract’ – means any contract for the supply of Goods or Services by the company to the customer
  • ‘Goods’ – means any goods forming the subject of this contract including parts and components of or materials incorporated in them
  • ‘Services’ – means any services forming the subject of this contract