TERMS, POLICIES AND PROCEDURES

Chappell of Bond Street is committed to providing a secure, private and fair shopping experience.
Use the links below to view our policies, which do not affect your statutory rights.

Please note that these pertain to online sales only and that terms and conditions in store may be different (please contact us for a copy of our in store terms and conditions). 

GENERAL | DELIVERY | RETURNS | PRIVACY | SECURITY

Postal Services

Chappell of Bond Street will aim to process all orders as normal, however, delivery of some orders may be delayed due to the recent restriction of flights in and out of the U.K.

GENERAL

ORDERS

• Please note that your order on our website will be accepted by us, and a contract will then be formed between us, only at the point of shipping the goods to you.
• For all UK orders there is a current standard flat-rate charge of £3.95 per order but this may vary depending on the type of product in the basket (e.g Musical Instruments @ £10.45). In some instances we are able to offer a choice of delivery (e.g. express service). In some cases there will be no charge for delivery. For those products where there are specific delivery requirements (e.g. delivery of a piano to non-ground floor premises) a further charge may be incurred.
• Where possible we will despatch any items readily available from stock and forward the outstanding items when they become available at no extra cost (only applicable to UK customers). However, if this not possible we will inform you of any change.
• For orders outside of the UK , the delivery charge will be based on the overall weight of the products in the basket and country of destination.

CURRENCY CONVERTER

• Please note that the Currency Converter will give an indication of the equivalent amount in either Euros or U.S. Dollars. All prices are therefore purely indicative and, due to daily exchange rate fluctuations, may not be the amount charged by your credit card company.

AVAILABILITY

• Where possible we have tried to indicate the availability for all products. This is not a live status of current stock availability and, in some circumstances, products indicated as in stock may not be available from stock at the time of receipt of the order by us. Nevertheless we will contact you to inform you of this.

RESTRICTED ITEMS

• Due to certain selling restrictions, some products are not for sale either outside the U.K. or outside the E.E.C. Where possible, this information is provided on the Product Page.

COPYRIGHT/OWNERSHIP

• Chappell of Bond Street is the trading name of Yamaha Music Europe GmbH (UK).

USE OF PROMOTION CODES  

• Only one Promotion Code can be used against an order.
• If the code is not entered when submitting the order any applicable discount cannot be applied retrospectively.
• Chappell of Bond Street reserves the right to change or end the promotion at any time without prior notice. Chappell of Bond Street also reserves the right to change or remove any products normally available in a promotion at any time without prior notice.
• Promotion Codes cannot be used when placing an order via the telephone.

DISCLAIMER

• To the fullest extent permitted at law, Chappell of Bond Street is providing this web site and its contents on an "as is" basis and makes no (and expressly disclaims all) representations or warranties of any kind, express or implied, with respect to this web site or the information, content, materials or products included in this site including, without limitation, warranties of merchantability and fitness for a particular purpose. In addition, Chappell of Bond Street does not represent or warrant that the information accessible via this web site is accurate, complete or current.
• Chappell of Bond Street constantly maintains this website to keep it up-to-date and free from errors. However, from time to time, errors in product information and pricing may occur. If you place an order for an item with an erroneous price via our website, we will make contact with you before we accept the order and update/correct the erroneous details as required. You will then have the option of cancelling the order in its entirety, or confirming the order based on the corrected information we have given you. If, for whatever reason, we cannot make contact with you, the order will be treated as cancelled.  Likewise, during a sale, or discounted price promotion where limited stock of the item is available at the advertised price, if the goods you have ordered outnumber the quantity available at the discounted price, we will notify you as soon as possible detailing the number of items available for you to purchase at the discounted price. You will have the option of cancelling your order completely; or placing a new order at the correct price for these goods; or purchasing the number of items available at the discounted price. Following this process, you will, of course, be refunded in full for any items ordered that have been cancelled.
• Photos and other images on www.chappellofbondstreet.co.uk are for illustration purposes only and whilst Chappell of Bond Street aims to provide accurate imagery, images may not necessarily match the exact appearance of products and services.
• Except as specifically stated on this Web site, to the fullest extent permitted at law, neither Chappell of Bond Street nor any of its subsidiaries, directors, employees or other representatives will be liable for damages or losses arising out of or in connection with the use of this Web site or the information, content, materials or products included on this site. This is a comprehensive limitation of liability that applies to all damages or losses of any kind, including (without limitation) compensatory, direct, indirect or consequential damages or losses, loss of data, income or profit, goodwill, anticipated savings, wasted expenditure or additional third-party charges, loss of or damage to property and claims of third parties. For the avoidance of doubt, Chappell of Bond Street does not limit its liability for death or personal injury to the extent only that it arises as a result of the negligence of Chappell of Bond Street, its subsidiaries, directors, employees or other representatives.
• We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control.  This condition does not affect your statutory rights.

DELIVERY

STANDARD DELIVERY SERVICE:

• In stock items are usually despatched within one to two working days (Monday-Friday) after the order has been received.
• If an item is out of stock you will be notified within three working days & asked if you wish to cancel or wait.
• Orders are despatched via courier or Royal Mail or by specialist carrier (e.g. Pianos).
• Actual delivery time cannot be fixed and will be anytime between 8am and 6pm (Monday-Friday).
• Chappell of Bond Street uses national couriers, specialist carriers and Royal Mail, who make every effort to deliver your order as quickly and reliably as possible.

EXPRESS DELIVERY SERVICE (U.K. Customers Only):

• For the majority of items, orders can be sent via the Express Delivery Service providing the item(s) is available from stock and is dependant on confirmation and receipt of the order by 12:00hrs (Monday-Friday only). Note that Express Delivery Service is not available on all products - for example, acoustic pianos and digital pianos cannot be sent this way. If you select the Express Delivery Service option for an order which includes items not eligible for the option, you will be notified and the additional delivery charge refunded.
• In stock items are usually despatched on the same day (Monday-Friday only) for a Next Day delivery (except for certain
  postcode areas within Scotland and the Channel Islands) unless they are delayed due to other circumstances (e.g. fraud payment checks, subsequent communication to the customer required to arrange for the timing of the delivery, etc.).

DELIVERY OF LARGE ITEMS TO U.K. DESTINATIONS OUTSIDE OF MAINLAND U.K.

• For orders of large items (e.g. Clavinovas, Large Keyboards, Upright & Grand Pianos, etc) where you live outside of mainland UK (e.g. Northern Ireland, Scottish Islands, Scilly Isles, Isle of Man, Isle of Wight, Channel Islands) please contact us via enquiries@chappellofbondstreet.co.uk and we will be happy to provide a quote for delivery.  It is possible to place an order for the item, in order to reserve it, but where the delivery charge appears as zero you may incur a further charge for delivery. Prices will depend on the actual destination address

DELIVERY DAMAGES

• Orders shipped by courier are insured, except for Printed Music orders by Chappell of Bond Street against loss or damage until signed for by you. It is your responsibility to inspect the item(s) for external damage before you sign for delivery. If the outer box is badly damaged, please make a note of this on the delivery note, and refuse to accept delivery.
• After signing for the item(s), please open them as soon as possible and check the contents. Missing or damaged items must be reported within 24 hours of delivery in writing CLICK HERE (Also view our Returns Policy)

DELIVERY ADDRESS:

• Chappell of Bond Street operates in strict compliance with UK anti-fraud and card protection legislation and guidelines. When paying by credit or debit card, we will only deliver to an address already registered with your card issuer, usually the card statement address
• All transaction information you enter is sent via our secure server to your own card issuer for authorisation and authentication. If the details do not match EXACTLY, they advise us to cancel the order.

EXPECTED DELIVERY TIMES

• Orders are normally supplied directly from stock. However, delivery times will be affected by the store opening hours. Where possible we have tried to indicate the expected despatch times for all products. For any item not in stock we will try to obtain it and despatch it within the time indicated on the Product Page, but there may be instances outside our control that may cause a delay (e.g. non-availability of product from our suppliers, etc).

RETURNS

Faulty Goods

• For Yamaha items this is a 24 month "Return To Base" Warranty; other manufacturers' items normally carry a 12 month "Return To Base" warranty. Other items (e.g. Printed Music, Accessories, etc.) do not include a manufacturer's warranty. You must inform Chappell of Bond Street of the fault in writing by email, letter or fax. Telephone notifications are not accepted. After we receive your fault notification, we will contact you with a returns reference.
• For fault notifications received in writing within 7 working days of delivery, we will make every attempt to rectify the fault. This may include on-site maintenance. For fault notifications received after 7 working days of delivery, but within the warranty period, please return it to Chappell of Bond Street and ensure that you retain proof of sending. For smaller items, we suggest returning them to us by Royal Mail. For larger items, if you cannot return them yourself, we can arrange for courier collection which may incur a chargeable sevice. For Acoustic Pianos a technician will be despatched to attend to the fault on-site.

Cancelling An Order

• You may cancel an order up to 7 working days after the day of delivery. You must inform Chappell of Bond Street in writing by letter, fax or preferably by email. Telephone cancellations are not accepted. After we receive your cancellation notification, we will give you a returns reference. This applies to all goods supplied with the exception of CD, Video, DVD, software and Book & CD packages where the item has been either tampered with or unsealed.

Returning An Item

• You are responsible for the cost and safe return to Chappell of Bond Street of any unwanted goods. Please ensure that you retain proof of sending any item for return. Alternatively, Chappell of Bond Street can arrange collection. You are responsible for the direct cost of collection of such goods by Chappell of Bond Street. You must take reasonable care of the item and must return it, and all packaging and accessories, in original condition. After we receive the item plus all packaging and accessories in original condition, we will refund the purchase price of the item in full, as soon as possible and within not more than 30 days. Delivery charges are not refundable.
• The consumer shall not be entitled to a full refund of the product purchase price if he/she does not take reasonable care of the Goods either prior to cancellation of the Contract or, following cancellation, while the Goods remain in the possession of the consumer. For the purposes of this clause, a consumer shall be deemed not to have taken reasonable care of the Goods if such Goods are not returned to the Chappell of Bond Street packed in their original box, with all accessories, manuals and cables, or if the Goods or the internal or external packaging is defaced or damaged in any way.
• Chappell of Bond Street cannot, and does not, in any way attempt to warrant the suitability of goods for a particular purpose. It is your responsibility to carefully check specifications, sizes and compatibility before ordering. If you are unsure of the size, suitability or compatibility of an item, please contact Chappell of Bond Street before placing your order. It is your responsibility to ensure that you are purchasing the correct product.
• Goods purchased from Chappell of Bond Street are not sold on a trial basis.
• Please note that all returns are subject to our Terms and Conditions, but these do not affect your statutory rights

PRIVACY POLICY

Chappell will never sell, nor divulge your email address, or personal information to ANY third party, except specifically to our delivery agents, working on our behalf to complete delivery.

The personal information we collect and maintain is subject to the version of this Privacy Policy in effect at the time of collection. We reserve the right to change the Privacy Policy from time to time. Please review the Privacy Policy periodically to make sure it meets your needs.

Chappell of Bond Street is committed to protecting your privacy as outlined in this Privacy Policy. By submitting personal data manually or in electronic form to this web site, or by using this site, you give your consent that all personal data you submit may be processed in the manner and for the purposes described below.

When you add items to your shopping basket and proceed to the checkout, we capture the personal information you supply. This is required to record and verify your name, address and card details, without which we would not be able to process your card payment, nor deliver the goods to you. This information is never sold to any third party, and the card details are processed, stored and protected by firewalls and intrusion detection systems, plus industry standard full 128-bit SSL encryption and a secure certificate from Verisign.

When you browse this web site, we capture and store non-personal information that helps us improve our web site based on the browsing trends and operating systems of our visitors. This information is never sold to any third party and will not personally identify you. It relates to:

• The Internet domain (e.g. www.company.co.uk) and IP address from which you access this web site
• Your type of browser (e.g. Internet Explorer or Netscape) and operating system (e.g. Windows, UNIX)
• The date and time of your visit
• The pages you visit
• The address of the web site from which you linked to Chappell of Bond Street (if applicable)

We use this information to make each visit more rewarding, and to help us improve the efficiency of our website layout and our service. We do not know (and do not want to know) the identities of people who browse the website without making a purchase.

Chappell of Bond Street will never sell your email address or personal information to any thrid party, neither will we divulge your email address or any other contact information to 3rd parties, except agencies working on our behalf to complete delivery, or where compelled to do so by legal order.

SECURITY

We protect your card details with firewalls and intrusion detection systems plus industry standard full 128-bit SSL encryption and a secure certificate. Before entering your card number, please confirm that the padlock symbol appears in the bottom right hand corner of the card details screen. (See example image)