Terms And Conditions

Shipping and Delivery

We aim to despatch all orders within one to two working days of being received. Our main delivery providers are UK Royal Mail and Parcelforce Worldwide. We can also provide deliveries using FEDEX. Please contact us for FEDEX shipping prices.  Estimated times of delivery are given in the Order/Check Out process and it should be borne in mind that these are simply general indications of timing and subject to change and local conditions. The various levels of delivery service and costs are also provided in the Order/Check Out process. Customers will be able to change their orders and delivery requirements prior to finally committing to the purchase. An Order Confirmation will be sent by email once the order is placed.

Where our delivery agents have made unsuccessful attempts to deliver your package, it may be returned to us, and you will be credited with the cost of the goods, but not the shipping charges.

We welcome enquiries about our products from all over the world and will always try to fulfil customer requirements. When we deliver to countries outside the European Union/European Economic Area, then that shipping will always be done ‘Delivered Duty Unpaid’ (DDU). This means that customers will have the responsibility to pay any import duties and other taxes imposed in respect of their purchase by their country’s revenue authorities. It is the customer's own responsibility to ensure that their country's import authorities allow the importation of the products purchased. We will not make any reimbursement where they do not. We will only process claims for non-delivery outside the United Kingdom where the customer has used a tracked shipping service for their purchase.

Damaged or Faulty Goods

We recognise that there may be occasions when goods have been damaged in transit or are found to be faulty on inspection. It is very important that customers check their items for damage before signing the delivery receipt. If goods are found to be damaged we ask that you refuse to accept them and write a description of the damage on the delivery receipt before handing it back to the courier.

Where an item is found to have a manufacturing fault then please notify us by e-mail or by calling our Customer Service number -  (+44 (0) 115 714 2420) or by email - (info@steinershop.com).  We may try to arrange for collection from you but where this is not possible we shall reimburse the expenses of your returning it. We will also happily replace the product and ensure that you receive the replacement as soon as possible, without any extra cost. If a replacement is not required then we would simply refund the charges to you.

Nothing in these Terms and Conditions shall affect your statutory rights in relation to faulty or wrongly described goods.  The law of England governs these Terms and Conditions.

Cancelling your Order and Returns

If you are unhappy with the goods purchased from us then you may cancel your order and return them within 14 working days for a full refund. In this event, please inform us by email. (info@steinershop.com).  We do not accept cancellations by telephone. Returns must be authorised by e-mail before you send them back to us. This is to ensure correct tracking of the goods and any refunds or replacements that may be given. In the case of returned goods, customers must bear the cost of the return including insurance and proof of delivery service.

If or any reason we have arranged for the collection of goods from a customer and the customer is subsequently not at home at the agreed time, or the goods are not able to be collected due to a lack of packing, then we may charge the journey fee levied on us by our courier and ask that the items be returned directly by the customer.

Returned goods must be unused, without signs of wear and tear, in a saleable condition and preferably in their original packaging with all labels still attached. Reasonable care must be taken in returning goods. Items should be well padded and wrapped. Failure to do that may result in damage to the item and we cannot be held responsible for that.

Please note that rights of return are to be considered forfeited if the goods are ‘custom made’ to the customers own specifications. This also applies to goods we consider under the headings of ‘Consumables’ and ‘Hygienic’ such as brushes, swabs, and reeds.

In cases where goods are returned for refund and they are found to be diminished in value through the action of the customer then we reserve the right to seek compensation.

Children and Young People

Please note that we are unable to accept orders for goods from children and young people under the age of 16 years.

Payment Options

The payment process on our site meets the industry standard high levels of security and encryption through secure servers that such transactions require. Our own site is PCI compliant and duly certified. Addresses for orders must always be the same address as bank and credit cards are registered to. We do not deliver to third party addresses. We may also accept direct payments in British pounds sterling to our bank account. Please request the bank information from us by email. (sales@steinermusic.co.uk).  Please use your invoice/order number as your reference for any deposits/transfers.

Complaint Procedure

In the event of you wishing to make a complaint, then please e-mail our Customer Service department. (info@steinermusic.co.uk)  We aim to make an initial response to complaints within two working days. We shall also keep you informed of the progress of the investigation of the complaint. Where consensus cannot be reached then we are committed to pursue solutions through a mediation process.

Our Commitment To Your Privacy

Steiner Music is committed to the protection of online data. It will always respect the rights of its customers and take the expectations of all its website visitors into account. The protection of your personal information is paramount for Steiner Music. The decision whether or not to supply this information on a voluntary basis e.g. during registration, rests solely with the customer.

Steiner Music will never sell customer information including usernames and e-mail addresses to third parties, or market it in any other way. Steiner Music will only store and process personal information to the extent required in order to fulfil existing contractual and legal obligations to customers. This may involve passing on information required to process and deliver customer orders to third party delivery services.  We do not store or intend to store financial details, including credit card and debit card numbers.  We do not send random marketing emails to personal email addresses (spam). We conform to the requirements of the UK Data Protection Act, 1998.

Registration and consent to receive information

Steiner Music will always seek its customers express consent in advance in relation to informing them about current promotions normally in the form of an e-mail newsletter three or four times a year. This consent is sought at registration. That consent may be revoked at any time without following a particular form. Please use the details on our Contact Information page. If customers revoke their consent, we will cease using their information for the specified additional purpose in a timely manner. We ask for customers understanding in that processing a revocation may take up to three working days after it is received.

We are happy to provide you with a copy of the information we hold in respect of your personal data. We are also happy to make corrections to that information or to delete it should you require it. Please write to us at the Head Office address on our Contact Information page.

Reasonable Precautions

Steiner Music takes reasonable precautions to guarantee the security of personal information against loss, destruction, falsification, manipulation, unauthorised access, unauthorised disclosure, and dissemination. It’s servers use encryption against unauthorised access as well as being protected by passwords and firewalls. Steiner Music encourages all customers to take precautions to protect personal information on the World Wide Web. At a minimum, we encourage customers to change passwords regularly, and ensure they use a secure browser when surfing the Internet.

Terms and Conditions

This Privacy Policy applies in conjunction with our Terms and Conditions including the terms of sale. The use of this website is governed by those terms and conditions in combination. We encourage all our customers and website visitors to familiarise themselves with those Terms and Conditions. 

This Privacy Policy applies to all direct Internet services offered by us and accessible under www.steinermusic.co.uk, www.steinerinstruments.com and www.steinershop.com

The policy will no longer apply once you leave Steiner Music Internet portal (direct internet services) through a link (links) and access an Internet page that is not under our control. The use of this website is subject to this Privacy Policy. If you do not agree with this Privacy Policy, Steiner Music respectfully requests that you refrain from using our website. We reserve the right to amend or supplement the privacy policy or to remove parts of it at any time. Changes will be communicated on the website.

Comments and Questions

If you have comments or questions regarding this privacy policy or other policies related to this website, please contact us in writing using the details on the Contact Information page.