Policies for our online store
The following sections of our website should give you all the information that you need to know about our policies and procedures – please click the relevant link to be taken directly to the section that you require. Should you, however, not be able to find the information that you are looking for then please use our Contact Page to get in touch and we will do all that we can to assist.
To navigate to the required section please click on the underlined element of text.
Please note that Bridgewood & Neitzert actively undertakes measures to prevent fraud taking place on this site. As such during the transaction process you will be prompted through the use of CVV and other security measures to verify that you are the valid card holder. For certain transactions we may optionally request payment via bank transfer so please ensure that you use a valid email address and telephone number.
For details of how to get in touch with Bridgewood & Neitzert, either to make an enquiry or pass on your comments.
This section details our unique 30 day money back guarantee scheme as well as our returns policy and the standard warranties we offer.
Section covering information on our shipping and returns policies.
For details of payment methods accepted and for information on VAT.
Details of how we use information gathered on this site can be found in this section.
Please read our terms & conditions carefully before using this website.
We take customer service very seriously but should we for any reason fail to live up to your expectations then please read this section for details of our complaints procedure.
Here at Bridgewood & Neitzert we are committed to your satisfaction and want you to be delighted with your purchase. We understand that the purchase of an instrument is a substantial investment and therefore offer a unique guarantee scheme for any of our fine instruments or bows.
If your purchase does not meet with your expectations or is in any way materially different to our description we will refund the cost of your purchase.
Simply notify us of your intention to return the instrument within 30 days of purchase with a brief description of the reason for return and, provided that the instrument is returned to us in the condition sent ( with original packaging where appropriate ) we will refund the cost of your purchase in full. Notification may take the form of either email or written communication. Please check the relevant section in our terms and conditions for full details.
This allows you to buy with confidence knowing that if the instrument or bow you purchase does not prove suitable, your investment is secure.
All of our instruments are sold ready to play ( unless otherwise stated ) so all violins, violas, cellos, double basses and their bows, or any other instruments offered for sale through our site, have been fully and professionally set up and adjusted by London restorers, repairers and makers. This service is free and is included in the price.
All of our Student Outfits carry a one year guarantee with the exception of strings and bow hair.
Our accessories and cases also carry a full one year guarantee against manufacturing defect.
Used and Fine Instruments are guaranteed for a one year period against material defect. Wear and tear or misuse ( deliberate or otherwise ) are, however, precluded.
We aim to ship items purchased within 24 hours from receipt of your order. Most orders are supplied directly from our stock on the day we receive them. All items are, however, subject to availability but we will endeavour to inform you, via email, as soon as possible if the goods you have ordered are for any reason not available. Please ensure, therefore, that the contact information supplied at the point of order is correct. For multiple orders, where appropriate, if any items are not available for immediate despatch we will send what we have and send the balance free of charge as soon as they are available up to a maximum of two deliveries.
Delivery charges are shown at the point of checkout on the website. Please note that VAT is charged on postage where applicable and that shipping charges include packaging and handling costs.
The shipping method will be shown during the checkout process. Where appropriate you will be issued with a tracking number so that you may track the status of your delivery. If you have any questions or queries about your shipment please contact us via email using email@example.com quoting both your order number and tracking number where appropriate.
Please note that some countries may impose import or other taxes on your purchase and that these are not covered by the shipping charges and are solely the responsibility of the purchaser.
Should you require alternative shipping arrangements or a service not specified on our website then please contact us for a quotation.
Shortage of goods or damage must be notified to us by either email firstname.lastname@example.org or telephone within 3 days of receipt and confirmation in writing within seven days of delivery or no claim can be accepted. Delivery of obviously damaged goods should be refused. Notifications should include your order reference number, a list of quantities and types of products damaged and full details of the damage or fault. Damaged goods must be returned for inspection prior to re-delivery, replacement or re-imbursement where appropriate.
Liability cannot be accepted for goods if notification is not received within 10 days of the date of invoice/payment notification. This means in the event of items being lost in the post, if you have not received goods within 10 working days and make no enquiry, Bridgewood & Neitzert Ltd will not accept liability for replacing the order. If, for any reason, goods have not been despatched Bridgewood & Neitzert will make every effort to do so upon notification.
No liability is accepted by Bridgewood & Neitzert Ltd for any consequential loss or damage whatsoever, however caused.
In addition to your statutory rights, we are happy to accept returns for credit note or exchange on any stock item. Please note, however, that this is subject to the following conditions:
- all returns are by agreement and at the discretion of Bridgewood & Neitzert
- the customer must pay both return shipping and any further outbound postage costs
- special order items are sold on a firm sale basis only and may not be returned
- all goods must be returned in original condition and, where possible, with all original packaging. We reserve the right to refuse any item for return or charge a repackaging fee where we do not deem it to be in the original condition. We cannot, however, accept returns on items such as strings where the item packaging has been opened as this renders them unsuitable for resale.
- all goods must be returned by a suitable, trackable service – either via courier or, where appropriate, Royal Mail Special Delivery service. For safety, Standard post or recorded delivery must not be used for returns as these services are not trackable and provide limited insurance cover.
- It is the responsibility of the sender to ensure that all items returned are properly and adequately insured. Bridgewood & Neitzert cannot accept liability for returned items that are lost or damaged in transit. In the event of loss or damage in transit Bridgewood & Neitzert will hold the purchaser responsible for the recovery of any loss.
- the customer must pay for any bank charges incurred during refund
- we make a fixed charge for admin/re-stocking of £5
Return of Goods / Cancellation of Contract
The law allows a period of seven working days where the Purchaser may cancel the contract, with the exception of sealed items such as strings, rosin etc or bow hair or any item that is deemed unsaleable once packaging has been opened. This period begins on the day after the Goods are received by the Purchaser. The Purchaser may notify Bridgewood & Neitzert Ltd. that they wish to exercise this right by emailing email@example.com or by written notification at which point confirmation of receipt of notice will be given by Bridgewood & Neitzert Ltd. When the foregoing right to cancel is exercised by the Purchaser within the foregoing seven working days cooling off period, the Purchaser will be responsible for the direct costs associated with the return of the Goods. Within 30 days of receipt of cancellation under the foregoing seven working day cooling off period and provided that the Goods have been returned and received in their original condition, Bridgewood & Neitzert will refund the purchase price of the Goods minus ( if applicable ) the cost of collection of that item from the Purchaser.
For the avoidance of doubt, in the event that the Purchaser returns the Goods, the effective date of cancellation of the contract will be the date on which the return is sent. The Purchaser shall have no right to cancel the contract where the Goods have been made to the Purchasers specification or have been the subject of a special order.
All goods must be returned to :-
Bridgewood & Neitzert ltd
146 Stoke Newington Church Street
Upon receiving your order we will begin to process it within 1 working day. If the order can be fulfilled immediately we will prepare it for shipping and despatch and it will be sent the same working day. Your card will be debited once your goods have been dispatched.
We accept all major credit cards and do not apply a surcharge for their use. We also accept payment by cheque or bank transfer and if you wish to make your purchase using either of these methods please contact us for the relevant details.
For reasons of security, for both ourselves and our customers, we may on occassion request that payment for certain items is made via bank transfer. We will contact you directly if this is the case so please ensure that you include a valid email address and telephone number at checkout.
Please note that all orders are despatched on a pre-paid basis only so, if paying by cheque, please allow a minimum of 7 working days for funds to clear. In addition, cheques from overseas accounts or bank transfers may incur additional charges and these will need to be settled in full before goods can be despatched.
We may revise prices without notice and prices will be those at the time of despatch. Any invoice query must be made within 10 days of the date of invoice.
VAT is charged on all items where applicable and is chargeable within the UK and Europe.
Under certain circumstances we may cancel the order without notice or compensation. Such circumstances would include inability to obtain products/materials, labour and supplies, strikes, lockouts and other forms of industrial action or dispute, fire, flood, drought, weather conditions, war, civil disturbance, act of God, or any other cause beyond our control making it impossible for us to fulfil our contract.
Bridgewood & Neitzert uses Barclays Merchant Services and Protx as its’ payment gateway. Both of these provide very high levels of internet and physical security to ensure sensitive information is never compromised. No sensitive information such as card details etc is held on any Bridgewood & Neitzert server.
Barclays and Protx fully comply with the Electronic Commerce Directive.
Will we share your information with anyone else?
We will not share your information with anyone else other than for the express purpose of completing your transaction.
We recognise that your identity is valuable, both to you and us. Information about you, be it personal details or financial information needs protection. In order to guarantee your privacy we can assure you that:
- We do not collect or store your financial details – these are not held on our servers but dealt with by our payment gateway (Sage Pay — formerly Protx )
- We will never pass your personal data to a third party except to complete your transaction
- We will not sell our mailing list or pass on details of our customer database to any third party. You will receive no junk mail as a result of either purchasing from us or registering with us.
- We will never seek to exploit your personal details in any manner.
How we will use the information you provide
We may enter some of the information provided onto the Bridgewood & Neitzert customer systems in the following ways:
- To supply and manage any products or services we provide you
- To improve and develop the products we offer
- With your consent to tell you about products or services we offer that may be of interest to you
General Website Terms and Conditions:
In these conditions the following terms shall have the following meanings:
- ‘Company’ – Bridgewood & Neitzert trading as Vivace Violin
- ‘Customer’ – means any legal person or body corporate who’s order is accepted by the company
- ‘Contract’ – means any contract for the supply of Goods or Services by the company to the customer
- ‘Goods’ – means any goods forming the subject of this contract including parts and components of or materials incorporated in them
- ‘Services’ – means any services forming the subject of this contract
Quotations by the company unless otherwise stated are valid for a maximum of 30 days from the date of quotation. We reserve the right where necessary, however, to alter prices without notice.
Existence of Contract
- No contract shall come into existence until the customers order is accepted and payment received in full.
- These conditions shall be incorporated in the contract to the exclusion of any terms or conditions stipulated or referred to by the customer
- No variation or amendment of this document or oral promise or commitment related to it shall be valid unless committed to writing and signed by or on behalf of the company
The Prices for the Goods or Services are ex-works and exclude packing, insurance and carriage, VAT, and other taxes or duties.
Prices invoiced are calculated in respect of the quantity of Goods or Services actually delivered and hours of Services provided irrespective of the quantity in respect of which any quotation was issued.
The Company shall have the right to adjust its prices for any increase in the price of materials, parts, labour, and transport, changes in work of delivery schedules or quantities or any other costs of any kind arising for any reason after the date of the Contract.
Price clauses shall take effect on the date of service on the customer of notice of the change.
For the purpose of section 12 of the Sale of Goods or Services Act 1979 the Company shall transfer only such title or rights in respect of the Goods or Services as the Company has and if the Goods or Services are purchased from a third party shall transfer only such title or rights as that party had and has transferred to the Goods and Services.
Notwithstanding the earlier passing of risk title in the Goods or Services shall remain with the Company and shall not pass to the Customer until the amount due under the invoice (including interest and cost) has been paid in full.
Until title passes the Customer shall hold the Goods or Services as bailee for the Company and shall store or mark them so that they can at all times be identified as the property of the company.
The Company may at any time before title passes and without any liability to the Customer — repossess and dismantle and use or sell all or any of the Goods or Services and by doing so terminate the Customer’s right to use, sell or otherwise deal in them and (for that purpose or determining what if any Goods or Services are held by the Customer and inspecting them) enter any premises of or occupied by the Customer.
Until title passes the entire proceeds of the sale of the Goods or Services shall be held in trust for the Customer and shall be held in a separate designed account and not mingled with other moneys or paid into any overdrawn bank account and shall be at all times identifiable as the Company’s money.
The Company may maintain an action for the price of any Goods or Services notwithstanding that title in them has not passed to the Customer.
Risk, Delivery and Performance
The Goods or Services are delivered to the Customer when the Company makes them available to the Customer or any agent of the Customer or any carrier (who shall be the Customer’s agent whoever pays its charges) at the Company’s premises or other delivery point agreed by the Company.
Risk in the Goods or Services passes when they are delivered to the Customer.
The Company may at its discretion deliver the Goods or Services by instalments in any sequence.
Where the Goods or Services are delivered by instalments, no default or failure by the Company in respect of any one or more instalments shall vitiate the Contract in respect of the Goods or Services previously delivered or undelivered Goods or Services.
The Company may deliver to the Customer and the Customer shall accept in satisfaction of the Contract a lesser number than the number of Goods and Services ordered.
Any dates quoted by the Company for the delivery of the Goods or Services and performance of the Services are approximate only and shall not form part of the Contract and the Customer acknowledges that in the performance expected of the Company no regard has been paid to any quoted delivery or performance dates.
If the Customer fails to take delivery of the Goods or Services or any part of them on the due date and to provide any instructions or documents required to enable the Goods or Services to be delivered on the due date, the Company may on giving written notice to the Customer store or arrange for the storage of the Goods or Services, and on the service of the notice risk in the Goods or Services shall pass to the customer, delivery of the Goods or Services shall be deemed to have been taken place, and the Customer shall pay to the Company all costs and expenses including storage and insurance changes arising from its failure.
The Company shall not be liable for any penalty, loss, injury, damage or expense arising from any delay or failure in delivery or performance from any cause at all nor shall any such delay or failure entitle the Customer to refuse to accept any delivery or performance of or repudiate the Contract.
Any claim that any Goods or Services have been delivered damaged, are not of the correct quantity or do not comply with their description shall be notified by the Customer to the Company in 7 days of their delivery.
Any alleged defect shall be notified by the Customer to the Company in 7 days of the delivery of the Goods or Services or in the case of any defect which is not reasonably apparent on inspection in 2 days of the defect coming to the Customer’s attention and in any event in the following periods: for Goods or Services manufactured by the Company 6 months from the date of delivery; for second hand Goods or Services no period is applicable unless otherwise specified in the Contract; and for Goods or Services not of the Company’s manufacture the warranty period given by the manufacturer.
Any claim under this condition must be in writing and must contain full details of the claim including the reference numbers of any allegedly defective Goods or Services.
The Company shall be afforded reasonable opportunity and facilities to investigate any claims made under this condition and the Customer shall if so requested in writing by the Company promptly return any Goods or Services the subject of any claim and any packing materials securely packed and paid to the Company for examination.
The Company shall have no liability with regard to any claim in respect of which the Customer has not complied with the claims procedures in these conditions.
Scope of Contract
Under no circumstances shall the Company have any liability of whatever kind for:
- Any defects resulting from wear and tear, accident, improper use by the Customer or use by the Customer except in accordance with the instructions or advice of the Company or the manufacturer of any Goods or Services or Goods or Services or neglect or from any instructions or materials provided by the Customer
- Any Goods or Services which have been adjusted, modified or repaired except by the Company
- The suitability of any Goods or Services for any particular purpose or use under specific conditions whether or not the purpose or conditions were known or communicated to the Company
- Any substitution by the Company of any materials or components not forming part of any specification of the Goods or services agreed in writing by the Company
- any technical information, recommendations, statements or advice furnished by the Company its servants or agents not given in writing in response to a specific written request from the Customer before the Contract is made, or
- Any variations in the quantities or dimension of any Goods or Services or changes of their specifications or substitution of any materials or components; if the variation or substitution does not materially effect the characteristics of the Goods or services, and the substituted materials or components are of a quality equal or superior to those originally specified.
Extent of Liability
The Company shall have no liability to the Customer for any loss or damage of any nature arising from any breach of any express or implied warranty or condition of the Contract or any negligence, breach of statutory or other duty on the part of the Company or in any way of or in connection with the performance of or failure to perform the Contract except for death or personal injury resulting from the Company’s negligence, and expressly stated in these conditions.
If the Customer establishes that any Goods or Services have not been delivered, have been delivered damaged, are not of the correct quantity or do not comply with their description the Company shall, at its option, replace with similar Goods or Services any Goods or services which are missing, lost or damaged or do not comply with their description, allow the Customer credit for their invoice value or repair any damaged Goods or Services.
If the Customer establishes that any Goods or Services are defective the Customer must return those Goods or Services forthwith, at its own cost, to the Company which will be repaired or replaced at the Company’s discretion and according to manufacturers warranty. If the Goods or Services can not be replaced or repaired within 3 months of the Company’s receipt thereof the Company may credit the Customer in part or in full at it’s own discretion.
If the Customer returns to the Company any Goods or Services for repair and some are found to be fault free then the Company may, at its own discretion, charge the Customer for its reasonable handling costs.
The delivery of any repaired or replacement Goods or Services shall be at the Company’s premises or other delivery point specified for the original Goods or Services.
Where the Company is liable in accordance with this condition in respect of only some or part of the Goods or Services the Contract shall remain in full force and effect in respect of the other or other parts of the Goods or Services and no set-off or other claim shall be made by the Customer against or in respect of such other or other parts of the Goods or Services.
No claim against the Company shall be entertained for any defect arising from any design or specification provided or made by the Customer or if any adjustment’s, alterations to other work has been done to the Goods or Services by any person except the Company.
The Company shall not be liable where any Goods or Services the price of which does not include carriage are lost or damaged in transit and all claims by the Customer shall be made against the carrier. Replacements for such or lost or damaged Goods or Services will, if available, be supplied by the Company at the prices ruling at the date of despatch.
In no circumstances shall the liability of the Company to the Customer under this condition exceed the invoice value of the Goods or Services.
The Company may sub-contract the performance of this Contact in whole or in part.
The Company shall have a lien Customer’s property in the Company’s possession for all amounts due at any time from the Customer and may use, sell or dispose of that property as agent for and at the expense of the Customer and apply the proceeds in and towards the payment of such amounts on 28 days’ notice in writing to the Customer. On accounting to the Customer for any balance remaining after payment of any amounts due to the Company and the costs of sale and disposal the Company shall be discharged of any liability in respect of the Customer’s property.
The Company may at its discretion suspend or terminate the supply of any Goods or Services if the Customer fails to make any payment when and as due or otherwise defaults in any its obligations under this Contract or any other contract with the Company or becomes insolvent, has an administrative receiver appointed of its business or is compulsorily or voluntarily wound up or the Company shall be discharged of any liability in respect of the Customer’s property.
If the Goods or Services are manufactured in accordance with any design or specification provided or made by the Customer the Customer shall compensate the Company in full on demand for all claims, expenses and liabilities of any nature in connection with them, including any claim, whether actual or alleged that the design or specification infringes the rights of any third party.
Except for any which is expressly agreed to be included in the Goods and Services all tools, patterns, materials, drawings, specifications and other data provided by the Company shall remain its property and all execution of any orders shall become the property of the Company.
The Customer shall not at any time whether before or after the termination of this Contract divulge or use any unpublished technical information deriving from the Company or any other confidential information in relation to the company’s affairs or business method of carrying on business.
Orders for Goods or Services which have to be made especially for the Customer will be charged in full unless written notice of cancellation is received not later than 2 weeks before the expected delivery date quoted in the Company’s order acknowledgement and manufacture of them or any components for them has not commenced at the date of that notice. Orders for stock items may be cancelled by written notice at any time before the Goods or Services have been allocated to the Contract than a packing and handling charge will be payable by the Customer.
The Company shall not be liable for any act or omission arising which shall render performance of the Contract impossible or shall in any way have the effect of frustrating the common cause where such act or omission is beyond the control of either the Company or the Customer or was not reasonably foreseeable by them. Such acts or omissions shall have the effect of automatically terminating the contract.
Law and Jurisdiction
These Terms and Conditions shall in all respects be construed and interpreted in accordance with the Law of Contract in England and Wales notwithstanding the effect of the law of the European Union. Where the Company and the Customer have contracted to perform in England and Wales or Scotland the competent Court of Jurisdiction shall be the High Court of England and Wales. Where the Customer is resident in the European Union or EFTA, the Company may at its absolute discretion nominate the Court of the Customer’s member state to be the Court of competent jurisdiction under the Brussels Convention. Where the Customer is resident elsewhere the Company shall possess the absolute discretion as to the competent court or jurisdiction.
Any notice given under this Contract shall be in writing and may be served personally, by registered or recorded delivery mail, by telex or facsimile transmission, by any other means which any party specifies by notice to the other. A notice shall be deemed to have be served: – if it was served in person, at the time service, – if it was served by post, the day after the day after posting, – if it was served by facsimile transmission, at the time transmission
Our commitment to you
We are committed to providing a high standard of service to every customer, every time. We do recognize, however, that occasionally we may not live up to your expectations.
Your comments are important. Not only do they allow us the opportunity to put things right for you, they also help us to enhance and improve our services for everyone who uses them. So, if you can suggest a way in which we could have served you better, please do let us know.
How to contact us
If you have a complaint about any aspect of our service, then we would like to hear from you. You can contact us by email or in writing if you prefer – details of our contact address can be found on our contact page.
It is usually best to contact us by email with your complaint in the first instance and we will do our best to work with you to resolve any issues.
What you will need to provide
To help us investigate and resolve your complaint as quickly as possible, please provide us with the following information:
- Your name and address, account number/invoice number or other appropriate reference
- A clear description of your concern or complaint Details of what you would like us to do to put it right
- Copies of any relevant documents such as correspondence
- A daytime telephone number and email address where you can be contacted.
How we will respond
We will do our best to resolve your complaint immediately and with the minimum of inconvenience to you. The first step is for us to be really clear on what the problem is, and to identify with you what we can do to put it right. The more information you can give us the better.
If we are unable to resolve your complaint by the following day, we will:
- Send an acknowledgement of your complaint Via email within 48 hours of receipt
- Confirm who will handle your complaint and how you can contact them ( On occasions, to ensure that your complaint is reviewed by the most appropriate person, this may not be the person to whom you complained initially ).
- If your complaint is particularly complex in nature, we will seek to keep you informed of the progress we are making as our investigations continue.
- We will aim to resolve your complaint within four weeks. If we are unable to do so, we will send you a written update at that time to explain what is happening and let you know when we expect to resolve your complaint.
We value your feedback. Help us to get it right every time, for every customer.
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