We accept the following methods of payment – Mastercard, Visa, Visa Debit and PayPal.

Payment is charged immediately after security checks from your bank issuer and Captiva have been authorized.

We will send you an acknowledgement email on successful completion of an order on the site. This email will detail the order that you have placed and will give you an order reference number. We would advise you to keep this email safely as you will need your order reference number for any further queries which you may have. Failure to provide us with an order reference number on request will result in a delay with your enquiry. Once your order has been accepted and dispatched to you we will send you a confirmation email.

Please contact us if you do not receive an acknowledgement email and we will make sure it is not a problem with our system. Acknowledgement emails are generated and sent automatically once an order has been successfully completed. You may need to check your mailbox as it may be treating our emails as spam or junk mail and you should check your spam or junk mail folders to make sure they have not gone directly to this location. You may also need to ensure that all of the details entered are correct, please pay particular attention to your payment card details, email address and delivery addresses.

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. Our system does not record individual size quantities, if you order several items in the same size you may experience a slight delay. If this is the case, we will let you know as soon as possible and will offer to substitute the item for another item of similar style/colour/ size or we will offer a refund.

We endeavour to process orders as quickly as possible as we know how exciting it is to get your order promptly, however please allow 24 – 72 working hours as a guide.

Please contact us if you require assistance, guidance or recommendations before making a purchase through our online shop. We are open Monday-Friday 10am-4pm and on Saturday 10am-4pm and are happy to answer your questions. Call us on 020 7249 9398 or email: enquiries@bridgewoodandneitzert.london Our shop address is 146 Stoke Newington Church Street, London, N16 0JU

Company Reg. No.: 06197611

VAT Reg. No.: 505 0610 00

Once an order is placed, the payment will automatically be debited from the card details you supplied through the SagePay payment system. You will be sent a notification of your order, which is an acknowledgement of its receipt; detailing the products you have ordered and the total cost. This is part of our validation process, and does not infer acceptance of the order by Bridgewood & Neitzert Ltd.

Order acceptance and completion of the contract will only take place once the goods have been dispatched.  Bridgewood & Neitzert Ltd reserve the right to cancel an order due to;

• non authorization of payment
• the product being out of stock
• an error occurring in pricing or description (see Goods Description and Prices)
• act of God (see Payment)

In this instance the customer will be notified by email that we are unable to fulfil your order.

We will always endeavour to dispatch any order through our online store within 24 hours of receipt of the order. Goods will normally be dispatched straight from our existing stock. There will, however be occasions where we will have to obtain a product from our suppliers – which will take longer. In this instance we will always notify the customer by email of the expected delivery time, as soon is reasonably possible. In the event that a product is no longer available from our suppliers, we will refund the order within 7 working days.

Delivery options and charges are clearly stated at the point of checkout. All of our delivery charges include our handling and packaging costs.  Depending on the postage method selected, there may be tracking information available from the relevant courier. We will provide this to you by email. If you do not have this information, or have a question regarding it, then please call us on 020 7249 9398 or email enquiries@bridgewoodandneitzert.london

It is important to be aware that some countries will charge import duties on shipments and these are solely the responsibility of the purchaser.

In the rare event that a product is sent in error for another, or if the quantities of a product delivered are incorrect, we must be notified either by telephone on 020 7249 9398 or email enquiries@bridgewoodandneitzert.london within 3 days of receipt of the goods and within 7 days in writing. After this period no claim will be accepted. If a package is clearly damaged then delivery of the package should be refused. When writing to us please always include the order reference, the problem with the order and in case of damage full details of the damage (pictures are advisable).

Bridgewood & Neitzert Ltd will not accept liability for goods if we have not been notified within 14 days of the payment notification.  If an item is mislaid in transit and we have received no notification from you during this period we will not accept liability for replacing the order.

Bridgewood & Neitzert Ltd accepts no liability for any consequential loss or damage whatsoever, however caused.

Please note prices may be revised at any time by Bridgewood & Neitzert Ltd without notice. This may be due to an error in pricing having occurred, or simply in line with price increases passed on to us by our suppliers or through other costs that we have incurred in stocking the item. If a price is amended you will be contacted and asked if you wish to proceed with the order at the amended price. If you do not wish to proceed (or we are unable to contact you) we will cancel the order and refund you the entire cost of the order. VAT is always included in our prices at the current rate.

All of the instruments we sell are meticulously worked on in our workshops, and are in fully playable condition. This applies to both new and antique instruments. All have been set-up by us and this is incorporated into the sale price.

All of our instruments, bows carry a one year guarantee as standard. The guarantee covers everything with the exception of string breakages and bow hair.

Cases also carry a one year guarantee against a manufacturing defect, and some case companies also add an extended warranty in addition to this.

Bridgewood & Neitzert Ltd make every reasonable effort to ensure that the information displayed about a product is as accurate as possible – and we also rely on information given to us by manufacturers about their products and publish this in good faith. There will occasions where there is variation in the finish, colour or other details from the pictured product.  We will always do our utmost to inform the purchaser in this situation, and always try accommodating a customer if the variation is significant enough to influence the desirability of the product to the customer. We do not however assume responsibility for erroneous product information provided to us by our suppliers.

Returns & Order Cancellations

We accept returns within 30 days of delivery if your item is in its original packaging and in resaleable condition. Return postage costs are the customer’s responsibility unless the item is faulty or sent in error.

If you wish to return an item, please send it to:

Please include your name, contact details, order number, and whether you would like a refund or exchange.

Refunds are processed to your original payment method once the item has been received and inspected. Please allow up to 10 working days for the funds to appear. Original shipping costs are non‑refundable.

If your item is faulty, we will refund reasonable return postage costs after confirmation. Please retain proof of postage for your records.

Custom‑made, perishable, personal, sale items, and gift cards cannot be returned or exchanged.

If you cancel your order before or shortly after despatch for reasons other than those covered by our returns policy, we may deduct payment processing fees (such as PayPal or card transaction charges) from your refund.

For any queries, please email enquiries@bridgewoodandneitzert.london.

Our exclusive 30-day money-back guarantee applies to the purchase of instruments and bows. You have 30 days from the date of receipt of your order to evaluate and satisfy yourself with your purchase. If you are not completely satisfied, you may return the goods to us for a refund or exchange, provided the goods are returned in perfect condition.

You will be responsible for the cost of returning all goods, whether by post or courier. Instruments or accessories may also be returned in person at our London shop.

If you wish to return goods, please advise us by email. The goods should remain unopened where applicable, carefully wrapped in their original packaging. Extra care should be taken when packing fragile items. Please ensure all packages are clearly addressed to:

Bridgewood & Neitzert Ltd
146 Stoke Newington Church Street
London
N16 0JU
United Kingdom

We will notify you by telephone or email once the returned goods have been received and inspected. Your refund or replacement will then be processed as promptly as possible. All refunds will be issued to the debit or credit card originally used to make payment and will normally appear in your account within 10 working days.

Please note that any refund will be made less any applicable transaction or processing fees incurred in connection with the original payment.

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