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topics on this page :: complete details of our guarantee and post-guarantee services


Our Guarantee


When You Buy

Our business is run by professional musicians. We hope that you come to us recognising that we would not knowingly sell you an instrument that is not fit to undertake the tasks for which it has been designed and made.

We can make mistakes and occasionally an instrument may not be acceptable. After over one hundred years making and selling early musical instruments we know that this can be true for the least expensive just as much as for the most expensive instrument. For this reason, we give you a generous period during which to change your mind. In other words, you do not need to make your final decision in a few hours, days or weeks. We offer you a period of 4 weeks to decide whether or not the instrument is what you need and a period of 2 years to decide whether or not it needs further adjustment by us under guarantee.

The recorder you buy is brand new. It has not been played before and its behaviour over the coming months is unpredictable. In most cases the instrument matures becoming fuller in tone, easier to manage and its tonal nuances will expand. Very occasionally things do not work out that way and you should read below to discover what we can and what we will do to handle any problems.


After You Buy

Under the United Kingdom's Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. This applies to all our products. To cancel this contract, please write "Contract cancellation" on the invoice or delivery note that accompanies your items, package the relevant item securely and send it to us with the delivery note so that we receive it within seven working days of the date that the item was delivered to you. The return address is:

Dolmetsch Organisation
Jesses
Grayswood Road
Haslemere
Surrey
GU27 2BS
United Kingdom.

For your protection, we recommend that you use a recorded-delivery service to return the goods. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error or the item is faulty. As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item. However, you should be aware that once we begin the delivery process, you will not be able to cancel any contract you have with us for services carried out by us (for example, handling, postage and packing).

Bearing in mind your rights set out above, you should first check your instrument over for any mechanical problems - sometimes joint tightness can alter but, unless it is causing serious difficulties, you may wish to wait until it is ready for the first six monthly voicing and tuning check before returning it to us to have the joints tightened or released. If the mechanical problem is serious then please return the recorder to us straight away.

It is after the six month playing-in period that you need to decide whether you want the recorder given a service. If everything is fine, the tone still warm and brilliant, the tuning excellent, all the mechanical features sound, then it most probably does not need servicing and it is better to leave things well alone.

After the playing-in period, which can last up to six months, you may find the bottom notes have lost some of their power, the high notes may seem more brittle and the instrument might clogs up after about twenty minutes of use. All these problems arise from movement in the windway of the recorder and all can be overcome by our resetting the dimensions in our workshop. This is what we call re-voicing.

During the two years immediately following the instrument's purchase, work carried out by us in our workshop here in Haslemere will be carried out free of charge. We would not even charge you the postage and packing when returning the instrument to you. Similarly, sticking key work, loose joints, ejecting plugs can all be serviced and we make no charge if this work is undertaken during the first two years after purchase.

Please note: we do not use any third-party to carry out work under our two year guarantee - this can only be carried out in our own workshops.


After The Guarantee Expires

Recorders respond well to occasional servicing. Once the two year guarantee runs out we can maintain your instrument with a full range of treatments and care which will help extend the life of the recorder and make it easier to play. We recommend having the recorder serviced once every two or three years if you are likely to make heavy use of the instrument.

In any event, your recorder will let you know when it is in need of treatment and if everything is fine, again as we said earlier, leave well alone.

Nothing written herein should be construed in any way to limit your statutory rights.