INTRODUCTION
We want all our dealings to be fair, honest transparent and based on common sense. However, in very exceptional circumstances it may be necessary that both parties are very clear about the terms and conditions of trading.Firstly, who are we? Hibernian violins is the business name relating to the musical instrument activities of Padraig O Dubhlaoidh, a professionally trained violin maker and restorer and an accredited Conservator of stringed musical instruments & bows. All work carried out by Hibernian Violins and all goods sold are the responsibility of Padraig O Dubhlaoidh, and no work is farmed out to assistants or outworkers.
None of this affects any rights to which you are normally entitled.
REPAIRS
A full maintenance, repair and restoration service is available for all instruments and bows sold by Hibernian Violins. All such work is carried out by Padraig O Dubhlaoidh, on the premesis. All repairs are undertaken at the customers risk and should be covered by their own insurance, although we promise to take the utmost care of customers instruments at all times, and to inform the customer if certain repairs involve particular risk. Uncollected repairs will accrue charges for insurance and storage, commencing six months from date of invoice. Uncollected instruments left for estimates shall accrue the same charges commencing six months from date of estimate.
COMMISSION
We do not pay commission to teachers, either disclosed or undisclosed. Any recommendations you may receive from your teacher have in no way been influenced by us.
VALUATIONS
We offer free verbal valuations of instruments and bows, for the purposes of insurance and probate only. For written valuations a charge for administration will be made.
PRIVACY
We respect the privacy of our clients, and treat our dealings with the utmost discretion. We will never disclose or discuss personal or professional details with any third parties. We do not sell or pass on names or other information to third parties.
ITEMS ON APPROVAL
We are happy to offer instruments for short trial periods . Such instruments if not returned within the prescribed period are deemed to have been purchased. The customer shall assume full responsibility for such instruments until returned to us, and will be responsible for the cost of repairing any damage incurred during the trial, including loss of value through depreciation.
TRADING IN
Hibernian violins are under no obligation to repurchase instruments or bows sold by us.
You are welcome to trade in instruments purchased from us, against the cost of a new purchase, providing that you were the original purchaser ,you can produce the original receipt, the instrument you are purchasing is not being sold on commission, and the instrument you are purchasing costs substantially more than the trade in. WE will usually allow you the full original purchase price, less VAT and the costs of reconditioning to a level whereby we can sell it with confidence, less the cost of any subsequent repairs and depreciation. Only the instrument can be considered in this way as many bows and all cases depreciate too much. We cannot normally consider new instruments for the same reason, or any instruments costing less than c.£750. We may be able to consider as trade-ins, instruments purchased elsewhere, or if not, we may be able to sell them on commission, on your behalf.
COMPLAINTS
We hope never to hear complaints, but if you have one we will always look on it sympathetically as an opportunity to improve our service. For instruments purchased under the Arts Council interest free credit “Take it away” scheme there is a statutory procedure. If you the customer have a complaint relating to our financial services or those of the provider of credit to whom we introduced you, you may refer the complaint to:
- Us, by contacting Padraig O Dubhlaoidh at 67 Somers Road, Malvern, Worcs WR14 1JA or tel. 01684 562947 or e-mail: padraig@hibernianviolins.co.uk
- We will acknowledge receipt of your complaint in writing within 5 business days
- Your complaint will be investigated by a senior executive and we will send you a final or holding response within 4 weeks.
- If your complaint refers to the credit provider, we will forward it to the credit provider and request that they deal with it and contact you.
- Within 8 weeks after receipt of your complaint, we will –
A. Send you a final response or a response which explains that we are still not in a position to make a final response, give you our reasons for the further delay and indicate when the final response should be available.
B. Inform you that if you are dissatisfied with the final response or the delay, you may refer your complaint to the Financial Ombudsman Service within six months. The Financial Ombudsman Service can be contacted at South Quays Plaza 183 Marsh Wall London E14 9SR Tel. 0845 0801800. E-mail complaint.info@financial-ombudsman.org.uk
