Distance Selling Regulations
Any order placed on our website may be cancelled within 14 days of the order being delivered. The returns procedure as outlined below must be observed. Should you change your mind about an order, for whatever reason, we will refund you for the product alone once we have received it in its original condition. We reserve the right to refuse refunds if the goods are not received back in unused and saleable condition. If any goods returned to us without a fault under the Distance Selling Regulations show signs of use (effectively making the instrument second hand), no matter how small, a 25% restocking fee will be applied. No returns can be accepted on software, audio or video recordings unless the security seal is intact, unless the product is proven to be faulty. Your original postage costs and return postage costs will not be reimbursed.
Damaged or Defective goods on arrival
Every effort is made to ensure that the product you order reaches you in good condition. Very rarely, an issue will need to be reported but be assured that we always sort problems out quickly and effectively.
If on arrival there is a proven fault with a product, then we will refund you the product costs, the original postage and the return postage costs, or we will send a courier in to pick the item up for return to us, whichever is more convenient for both parties.
You are responsible for checking the product on delivery to ensure that no transport damage has occurred and that the product is not defective in any way. Please report any courier damage or missing items within 24 hours.
Notification of an intended return must be received by telephone or email. We will respond to you and acknowledge the return, and give you any specific instructions relating to the situation. You are responsible for the safe return of any item returned to us under the Distance Selling Regulations. We are not liable in any way for items that have been sent by you which do not arrive safely at our premises. Should this occur we will be unable to offer a refund and you will reclaim the full amount from the carrier. All items returned to us must be accompanied by a copy of the original paperwork sent with the instrument and a covering note, including your full contact details. All accessories shipped with a product (cables, manuals etc) must be included with it in the original packaging.
Items purchased by customers must be used only for their intended purpose. If upon inspection any item is found to have been used inappropriately and no manufacturing fault is discovered, we will return the item to you and charge you 25% of the selling price to cover expenses incurred in testing the product plus the return postage costs. Any product found to have failed under normal usage will be repaired or replaced at our discretion. Items under manufacturers warranty may be returned to the manufacturers for specialist repairs. Please report any damaged or defective items within 24 hours of receiving the delivery. We operate a "return to base" warranty, so for items which fail during the warranty period, but which arrived in good condition, you would be responsible for the cost of returning the goods to us.
Second hand and ex demo goods are covered by a 3 month warranty period, whilst new items are covered by a one year warranty. Consumable items such as strings are not covered by any warranty. To confirm the warranty period on any product please contact a member of our staff directly.
"I ordered a Kala KA-FMT Tenor Ukulele. Recieved phone call saying it had failed quality control and would send another in a day or two. It arrived before expected time and survived the trip up here to Scotland. Great service and at least they took the care to check the quality and rectify & my ukes gorgeous! Would/will deffinately use SUS again and highly recomend them to others!”ALAN PENMAN - January 2016
"I ordered a Kala KA-FMT Tenor Ukulele. Recieved phone call saying it had failed quality control and would send another in a day or two. It arrived before expected time and survived the trip up here to Scotland.ALAN PENMAN - January 2020