FAQ

Your questions answered

Are your instruments new?

Yes. Unless otherwise stated the instruments from us are brand new. We also have pre-owned instruments regularly available for rent to buy.

Can I cancel the plan?

Yes. Provided you have paid at least four monthly instalments, you should contact us to arrange to return the instrument (at your own expense) to Duet Group, Bank House, Bank Street, Ashford, Kent, TN23 1BX. When we have received the instrument, we’ll check it for any damage beyond normal wear and tear. Once satisfied, we will cancel the agreement and you won’t need to pay anything more.

Can I upgrade my instrument?

Yes. Perhaps you’ve grown out of your instrument and need to upgrade to a different size or model, or have decided to give up one instrument and learn another. Either way, we’ll need to cancel the first agreement and start a new one. Provided you’ve completed at least four instalment payments, simply follow the instructions above for cancelling and return the instrument to us.

Are your instruments set up and ready to play?

Yes, all the instruments that leave our warehouse are set up and ready to play unless otherwise stated in the product description. When you order an orchestral string instrument from the Duet Shop each violin, cello, viola or bass is individually prepared by our resident technician before we ship. This includes fitting the bridge, sound post and pegs. We apply rosin to the bow, and check and grease string adjusters. When necessary we shoot (level) the fingerboard to make sure that your instrument plays easily - especially important for beginners and young children. We also usually loosen the strings before sending in order to protect the instrument from sustaining damage whilst in the hands of our couriers.

We do our best to ensure that when you receive your instrument it is ready to play from the box, so please be aware that the box will have been opened prior to delivery.

Can I have an instrument for an event or for the day?

No, unfortunately we do not offer short term or event plans. The cost of every instrument and accessory can be split over a choice of 12, 18, 24, 36, 48 or 60 months. Alternatively, if you've paid at least four monthly instalments you can send it back to us.

Do you deliver?

Yes, we deliver our instruments all across the UK, including Northern Ireland.

How much is delivery?

For most instruments the cost of delivery is included. However, please be aware that there may be additional charges to piano, timpani, and some other bulky items delivery.

I can’t find the instrument I am looking for?

Don’t worry, we have access to a huge range of instruments and accessories so don't hesitate to give us a call, send us an email, or use the livechat with details of the item you're searching for.

Can I pay the balance early and buy the instrument outright?

Yes, of course! Just give our Customer Service team a call on 01233 896822 and they’d be delighted to help.

I have multiple instruments in my plan. Is it possible to cancel one and keep another?

Yes, this is fine. Call our Customer Service team on 01233 896822 for advice.

What should I do if my instrument needs repair?

If your instrument gets damaged, you should take it to your local music shop for an assessment. It’s up to you to pay for any repairs. We won’t accept damaged goods should you wish to return your instrument and cancel the contract early, so if you’re not planning to buy it outright, make sure any instrument repairs are performed by a professional!

What happens if my instrument is lost, stolen or damaged beyond repair?

It is your responsibility to insure your instruments, but don’t panic - most will be covered by your house contents insurance. If you plan to return the instrument, bear in mind that the contract can only be cancelled once we have received it and checked it for damage. So, if it’s lost, stolen, or damaged beyond repair you will still have to pay us for the whole term.

I have a question that's not answered here.

Contact our helpful Customer Service team - they'll be happy to answer any questions about our service you may have.

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