Heartwood Violins approaches each transaction with care, transparency and respect for the unique nature of fine instruments. Warranty and return conditions are designed to balance the protection of instruments with fairness toward clients.
Overview
Shipment of your instrument
All items are shipped with insurance in place. Responsibility for the item remains with Heartwood Violins until delivery has been completed and the shipment has been received and opened by the client.
If an item arrives damaged or defective, we ask you to send us photographs. Heartwood Violins will assess the situation and provide an appropriate solution, which may include repair, replacement or refund, depending on the nature of the case.
Warranty in case of damage
Clients may return an item within fifteen (15) days of purchase without stating a reason, provided that the item is returned in the condition in which it was received. Return shipment must be arranged by the client at their own expense and risk, using secure packaging and appropriate insurance reflecting the value of the item. Prior to returning an item, clients are requested to notify Heartwood Violins to ensure appropriate handling of the return process.
Upon receipt and verification of the returned item, the purchase price will be refunded. Heartwood Violins reserves the right to refuse or adjust a refund in cases where the item shows signs of use, alteration, damage, or inadequate packaging during return shipment. Due to the unique nature of fine instruments and bows, each return is assessed individually.
Returns
