Product Sales, shipping, returns and refunds policy
What Ye Bought, Handin” It Back & Chasing Yer Siller
Cheers for picking Carstairs Bagpipes. We take a power of pride in our craftsmanship and our professional piping services, and that’s no word of a lie. To keep everything above board and protect the hard work that goes into our gear and tunes, have a guid look through our full set of rules below
Service Bookings & Production Runs
- Hired Piper/Pipe Band Deposit: All bookings require a 50% non-refundable deposit to secure the booking date. The remaining balance is due on the day of the event.
- Hand-Made Goods are just that, made by hand by an artisan. They take time to produce and tend to be cherished for a long time. When you buy one of our hand-made goods you are buying skill, knowledge, craftsmanship and most importantly – Quality. Many of the items we make have processing times which mean they are not “off-the shelf” mass-produced products. The product descriptions will speak more on what is involved with the creation of these items. To that end you can expect the item that you purchased to be made with care, packaged with care and shipped with a reputable carrier. The production times for some of our products can be anywhere from a week to as much as a year (or more) – depending on what it is that you have purchased, the availability of materials, the pre-production and post-production required and the current workshop capacity. If we run into an issue we will reach out to you to discuss options – that’s guaranteed and we want you to be satisfied with what we provide. Please be patient regarding your order and take note of the stated processing times to allow us to focus on what we do best – make the best things we possibly can – for you.
- Final-Sale and Discontinued items: Final Sale and Discontinued items are on sale fer a reason, we are offering them tae you at a substantially discounted price because nobody else wanted tae buy them. These items are nae returnable, you bought it – you now own it. What you do with it once you buy it is up tae you. Best of luck!
- Back-Orders (Hand-Made Goods): To reserve a spot in our production run, a 50% deposit is required at the time of the back-order. Without this deposit, we cannot guarantee instrument availability or your place in the manufacturing queue.
- Cancellations:
- Hired Pipers and Pipe Bands: To receive a refund on payments made beyond the initial deposit, notice must be given 15 days before the event. If cancelled within 15 days of the event, all fees paid are non-refundable.
- Hand-Made Items: You have a five (5) day window from the date of the initial back-order to cancel your production reservation and obtain a refund of your deposit. After 5 days – or once the product is “in-work” within that 5 day window – the sale is final and you own the instrument / item.
- Beat the Snow & The Postie: Get Your Christmas Orders in Now!
- If ye want your goods in time for the holidays, dinna wait until the last minute. Get your Christmas gift-giving orders recorded right now before the winter snow arrives and freezes our artisans solid!
- We need the time to get these items crafted and out the door to you so they are not a “last Minute rush”.
- The Canadian Postie is well known for throwing fits and walking off the job in search of warmer climes and more of everyone’s hard-earned siller so best not to be caught out when they do.
- Beat the freeze, avoid the postie-fits, and secure Christmas gift items ye wanne gie noo.
Returns Policy
- Our return policy for eligible goods that you can return back to us is that you must return it within 30 days of receipt, however there are conditions:
- Customized items for which you selected unique features / attributes which were then produced by us may be saleable to another person if you return it/them in pristine nick, but these items are subject to a 35% restocking fee since the likelihood of us being able to sell ’em on to another customer is not immediately foreseeable leaving us to carry the can fer your delusion of grandure.
- Non-customized items that are returned to us in pristine nick are subject to a 10% restocking fee.
- Damaged items must be reported within 24 hours of you receiving them – see the policies that follow regarding warranty and damaged items.
Material Return Authorization (MRA): Policy & Process
- You must obtain a Material Return Authorization (MRA) from us – Carstairs Bagpipes – before shipping any product back tae us!
- Failure to obtain an MRA prior to returning an item will nullify the refund.
- Restoration Fees: Any repairs or repacking costs required to make a returned item saleable again will be deducted from your refund.
- MRA – Eligibility Requirements:
- Returned items must be unused and in the same “new” condition as dispatched by us, and sent back tae us in the same packing / box we shipped it ye’.
- Instruments and instrument parts must show no signs of play, moisture, wear, tear or damage caused by you
How to Request an MRA
Shipping Your Return
After receiving your MRA # from us:
- Documentation for your return: A signed (in ink) and dated copy of the MRA paperwork (all pages) bearing your signature and initials (where required) must be enclosed in the package.
- Labeling: Clearly write the MRA Number on the outside of your packaging
- Unlabeled packages or those missing the ink signed MRA copy will be refused.
- Carefully pack / repack the item and seal it securely.
- Then mail / ship your return to:
Carstairs Bagpipes
3780 – 632 11th Ave. South
Carstairs, Alberta, Canada, T0M 0N0
- Return Shipping Costs: The customer is responsible for all return shipping costs and processing fees.
- Return Shipping Insurance: We strongly recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for items lost or damaged during return transit.
Quality Control & Shipping tae ye
We maintain strict quality control.
Our products are photographed during manufacture and during the packing process to document their condition before leaving our shop. We ship with tracking numbers and we require YOUR signature for accepting a delivery of our product to you. If you arrange for an “alternate delivery” or agree for the postman / courier to “delivery without a signature” you have violated our shipping terms and conditions and are on your own! If the postman / couriour ignored our instructions and requirements that’s on them and we will go after them!
If your parcel arrives damaged:
- Do not accept the package if damage to the packing / shipping container is severe.
- Ensure the courier logs the damage in their system immediately if you do accept it. Make sure that you obtain the courier’s reference # for this damaged shipment. That number must be recorded on your MRA form.
- If you have accepted a damaged package / shipping container or the damaged package was left without a signature and you find the contents inside the shipping container are also damaged, proceed to step 4.
- Document everything: Take clear photos of the external packaging prior to opening the box. Once you have photographed the external condition of the box / package you then open the package and photograph the damaged item(s) inside the package prior to removing them. Finally, remove the item(s) and photograph them from all sides / angles to show the extent of the damage to them.
- Contact us immediately at Info@carstairsbagpipes.ca with:
- Your order number,
- Photos of the packaging and item, and
- The Postie’s / couriers damage record number which documents their acknowledgement of the damaged package.
Refunds
Deductions: Return shipping costs and inbound processing fees we incur, and any repair/repacking/restocking fees will be deducted from the final credit.
Refund Processing Time: Approved refunds are processed within 10 business days of receipt of your return at our facility and are refunded back to the method of payment that you used when purchasing the item / service.
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