Returns/Refunds

You have an obligation to ensure that you have accurately ordered the correct item and quantity during the order process. It is solely your responsibility to ensure you have completed your order accurately before completion of the sale. Items ordered incorrectly including items which are incompatible with your requirements will not be accepted for return or refund.
If you are unhappy with a product for any reason, then you must let us know within 7 working days of the day after the date the product is delivered to you. You must also return it to us within 10 days in perfect condition, in its original packaging, undamaged and with proof of purchase. If you fail to do so we reserve the right to refuse the refund or deduct a charge which will be no more than 45% of the price of the goods from your refund as we will not be able to sell those goods on at full price.
Please note that bespoke items such as bagpipe chanter reeds and drone reeds can only be returned or exchanged if damaged/ faulty.
Bagpipe chanter reeds and drone reeds are not accepted for return after they have been played in the bagpipes or mouth blown by any individual after delivery.
Until the goods are returned to us, you are responsible if the goods are lost, damaged, or destroyed. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
You must return your items to us in re-saleable condition. They must be in sealed in original packaging where possible and completely undamaged.
We will not accept your claim for refund if the items returned by you are found to be intentionally unsealed/opened, damaged, degenerated, destroyed, worn, or torn and not in a re-saleable condition. Your claim for a refund will be immediately void and rejected.
Where the goods were delivered to a third party and you are unable to return them to us, you may not be entitled to a refund.
We regret that postage, packing, and insurance incurred in the delivery of the goods to you are direct costs and cannot be refunded.
Items returned by you where we have rejected your claim for refund will be subject to a re-delivery charge. This charge will be advised to you and must be paid in full by you before item is despatched to you.
You will be responsible for the cost of returning the goods to us and will remain responsible for all returned goods until they reach us. We strongly advise that a proof of postage certificate should be obtained when returning any part of you order. Certificates are available free of charge from the post office.
Returns and exchanges will be processed as soon as possible after arrival and in any event within no more than 45 days of the day of arrival.
Please note your right to return products does not apply to personalised items and made-to-order items including bespoke or customised items. This does not affect your statutory rights.
We reserve the right to reject an order if we suspect that a customer is taking advantage of our returns policy.
Whether or not your goods are deemed damaged or worthy of refund is at our discretion, and you must only raise the issue if you feel you have a genuine case.
Please get in touch with us prior to returning your product(s) by email or phone. Failure to do so will result in your returned goods subsequently being sent back to you or being restocked – a fee will incur in both cases.
Please contact us if you are returning an item by telephone on 01592 563616 or by email at sales@castlebagpipes.co.uk
Whether or not your goods are deemed damaged or worthy of refund is at our discretion, and you must only raise the issue if you feel you have a genuine case.
If we are unable to complete or fulfil your order due to insufficient or unavailable stock, we will contact you by email to arrange a refund, substitute order or credit for future orders.
Credit can be used against your next order, contact us by telephone or email to place the order.
Refunds for online and offline purchases will be processed by our choice of bank transfer, cash, cheque, or PayPal.
Refund can be a lengthy process and we advise that your refund can take up to 10 to 14 days from the point of approval.
From the original date of dispatch, we allow you 21 full days to resolve your issue.