Returns Policy

Returns Policy – Saxophones, Mouthpieces & Accessories

We offer a 14-day return period from the date you receive your order. To qualify, items must be in the same condition you received them: unused, unmarked, with all accessories, tags, and original packaging intact. Please retain your receipt or proof of purchase.

Start a Return

You can request a return by accessing your account here:
Request a return via your account

You may also contact us at help@sax.co.uk or telephone 01892 662533 (opt 1).

Return Address

Sax London
26 Stamford Street
London
SE19LQ

Important: Hygiene-Restricted Items

For health and safety reasons, reeds and mouthpieces cannot be returned if they have been opened, used, tested, or if their seal has been broken. These items are non-returnable unless faulty.

Damaged, Faulty or Incorrect Items

Please thoroughly inspect your order immediately upon delivery. If any items appear damaged, defective, or incorrect, do not hesitate to contact our support team within 48 hours. We ask that you provide photos of the damaged items and packaging so we can quickly evaluate the issue and arrange for a prompt replacement or refund to make it right.

Non-Returnable Items

  • Opened, used, or tested reeds
  • Opened, used, or tested mouthpieces
  • Custom or personalised products
  • Special Order Items 
  • Gift cards

Exchanges

The fastest way to receive a replacement is to return your item first. Once the return is accepted, you may place a new order.

RETURNING PRODUCTS PURCHASED FROM OUR WEBSITE OR VIA TELEPHONE

Goods purchased online from www.sax.co.uk can be returned within 14 days of receipt.

This does not apply to:

  • Custom-ordered goods
  • Hygiene-sensitive items where seals have been broken (reeds, mouthpieces etc.)
  • Digital download codes or software licences
  • Any item not returned in original condition

Goods purchased online cannot be returned to our retail stores.

How to Notify Us

You must notify us of your intent to return an item before sending it.
Contact us via email at help@sax.co.uk or telephone 01892 662533 (opt 1).

Required Documentation

All returns must include a covering note with your name and contact details. 


Shipping Requirements

  • You must obtain a tracking receipt from your courier.
  • We cannot accept liability for goods lost or damaged in return transit.
  • Items must be returned in original saleable condition, with all packaging intact.
  • Saxophones must be shipped in their original case and a sturdy cardboard box with 2–3 cm of protective packaging around the case.
  • Do not ship items in unprotected packaging (e.g., only the case). If this is an issue, contact us first.
  • You are responsible for all outbound and return shipping, import, and export charges.
  • If you refuse delivery or fail to collect a shipment, you are liable for all related charges.

Condition & Inspection

All goods are inspected on return. Where resale value has been reduced due to damage, wear, or packaging issues, the corresponding amount will be deducted from your refund.

If your order was paid via V12 Retail Finance, you may need to make an additional payment to cover any deductions.

Warranty Returns

If goods fail under warranty, a refund will only be offered if the issue is reported within 30 days of receipt. After 30 days, a repair or replacement may be offered first.

Approved refunds take up to 10 business days to appear on your original payment method.

RETURNING PRODUCTS PURCHASED IN-STORE

We offer a 14-day return period for in-store purchases. A credit note or exchange will be issued.

There is no automatic right of exchange for hygiene-sensitive items such as used reeds or mouthpieces, unless faulty.

For a full exchange or credit note, goods must be returned in brand new, retailable condition. Any necessary reduction due to marks, damage, or packaging issues will be deducted.

Goods purchased in-store should be returned to the same branch they were purchased from.

RETURNING HIRED INSTRUMENTS

Hire agreements are prepaid 4 months in advance and can only be cancelled before the full 18-month term ends. Contracts end only after the month in which the instrument is returned. The 4-month advance payment is non-refundable.

Hired instruments may be returned:

  • In person to our Sussex or London branches
  • Via a fully insured and tracked courier

Please include a covering note with your name, contact details, and confirmation that it is a hire return. If you cannot arrange a courier yourself, contact us for a collection quotation.

Saxophones must be returned in their original case and a sturdy cardboard box with 2–3 cm of protective packaging around the case.

Hire charges up to and including the month of return are non-refundable. Do not cancel your direct debit until all payments have cleared and the cancellation is confirmed by Sax.co.uk.

Returns Address

SAX.CO.UK RETURNS DEPARTMENT
26 Stamford Street
London
SE19LQ

If your purchase was made in-store, please return it to the same branch.

For any questions, contact customer services at help@sax.co.uk or call 01892 662533

PUBLIC INFORMATION AND CUSTOMER FEEDBACK

30 DAYS RIGHT TO REJECT

Under the Consumer Rights Act you have a legal right to reject goods that are of unsatisfactory quality, unfit for purpose or not as described, and get a full refund - as long as you do this quickly. This right is limited to 30 days from the date you buy your product.

COMPLAINTS PROCEEDURE

If you are not entirely happy with your recent experience, please raise a complaint by contacting our Sales team on help@sax.co.uk or by calling 01892 662533. We aim to resolve your complaint as quickly as possible and if we are able to resolve your complaint within 7 days we will send you a final response detailing our resolution. If we are unable to provide you with a final response at 2 weeks, we will send you a letter explaining the reason for delay and when we expect to issue you with a final response.

FOS

If you are dissatisfied with our response and your agreement is regulated by the Financial Conduct Authority, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge, but you must do so within six months of the date of the final response or 8 week holding letter. Further information and contact details

can be found on www.financial-ombudsman.org.uk.