Terms and Conditions
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Prices
- All prices listed on our website are in NZD.
- For New Zealand customers, prices are inclusive of New Zealand GST (Goods and Services Tax, 15%).
- Virtuoso Strings reserves the right alter pricing without notice.
Ordering and Payment Information
- Credit card payments for online orders are accepted online through Paypal's secure payment gateway. You will be directed to a secure page hosted by Paypal for payment. Credit card details will be entered directly into a secure Paypal payment page. Virtuoso Strings will not save, nor will we be advised of your credit card details, only advice of your payment.
- Virtuoso Strings will inform you immediately of any out-of-stock item(s) ordered online. You can choose to get an immediate refund for out-of-stock item(s) and get in-stock items shipped at once, or alternatively wait until all items become available before they are shipped together.
- Free shipping only applies to in-stock items (as displayed online) whose combined value exceeds $100.
- Orders can also be made by emailing orders@virtuosostrings.co.nz or alternatively by phoning Virtuoso Strings directly on 04 232-9200. For email or phone orders, you can choose to either pay by credit card using the Invoice Payments page, by local cheque in New Zealand dollars, or by direct credit to our company bank account (personally or through internet banking). Upon receiving your email or phone order, we will contact you to confirm the availability of the product(s) ordered and provide payment information. If payment has not been made after 7 days items will be returned to the inventory.
Delivery within NZ
Delivery charges within New Zealand are as follows:
| $100.00 and under | $10.00 |
| Above $100.00 | FREE |
- If you wish to collect your order personally, please contact us either by phone or email to make arrangements.
- In-stock orders will be sent out within 1-2 working days upon receipt of your payment.
- Most orders will be delivered by courier/freight companies. It will take the courier company 1-2 working days for delivery in North Island and 2-3 working days for delivery in South Island. Rural addresses may take 1-2 days longer. We will advise you either by phone or email if we anticipate any delays.
- Please email liz@virtuosostrings.co.nz if you would like to receive the courier tracking number on your shipped order.
International Orders
- All orders from outside New Zealand should be made by emailing orders@virtuosostirngs.co.nz with a detailed list of product names and the quantilty of each required.
- Virtuoso Strings will advise you via email of the final cost (including shipping and handling charges) after you have placed your email order. Please be aware that additional shipping and handling charges apply to international orders.
- Upon confirmation of your order, payment can be made by credit card through our Invoice Payments page.
- All international orders will be sent through NZ Post International Air Mail.
- Any sales tax or duty payable when the order arrives in the destination country is the customer's responsibility.
Instrument Rental
To enquire about instrument rental please email liz@virtuosostrings.co.nz.
- The minimum instrument rental period is 2 months. Rental may be extended on a month by month basis.
- The first two months' rental may be put towards the cost of a new instrument should you choose to purchase one.
- Monthly rental fees are $34 for violins, $42 for violas and $60 for cellos.
- An appropriate case, bow and rosin is included with each rental instrument.
- Shoulder rests, endpin anchors and other accessories will not be provided with rental instruments.
- A rental instrument may be swapped at any time for one of a different size for no additional cost.
- Rental instruments will not be available for sale and remain the property of Virtuoso Strings.
- The first two months rental must be paid in advance. A monthly automatic payment must be set up in advance for the future.
- It is the client's responsibility to cancel automatic payments after a rental instrument is returned.
- No refund of rental fees will be given for an instrument returned part way through a rental period.
- Virtuoso Strings reserves the right to terminate a rental agreement with one month's notice.
- Virtuoso Strings will take care of all routine instrument maintenance on the bridge, soundpost, pegs, varnish or strings, however the cost of structural repairs (eg. broken neck, cracked front or snapped bow) or deliberate damage must be met by the client. Clients must also pay for strings that break as a result of incorrect use. Only repairers authorised by Virtuoso Strings may replace strings or undertake repair work.
Instrument and Bow Trials
To enquire about instrument or bow trials please email liz@virtuosostrings.co.nz.
- A 10 day trial period of instruments and bows is allowed at the discretion of Virtuoso Strings.
- Virtuoso Strings reserves the right to refuse or revoke a trial of an instrument or bow for any reason.
- As a general rule, only advanced students, professional players and teachers are permitted to trial instruments or bows.
- A $40 trial fee per instrument and a $20 trial fee per bow applies.
- A total of two instruments and three bows may be trialled at any one time.
- Out-of-town players must pay additional courier fees as applicable, if they wish to trial more than one instrument or bow at a time.
- Trial fees for instruments or bows purchased within 10 days of the trial period start date are refunded.
- Instruments or bows on trial but not purchased within 10 days must be returned in as-new condition, otherwise, repair cost and depreciation due to damage will be charged.
- Instruments and bows must be personally delivered or couriered back to Virtuoso Strings at the customer’s risk and expense.
- Customers will be invoiced for instruments and bows out on trial but not returned within 10 days. Trial fees will be forfeited.
Trade-up Policy
To enquire about trading in your instrument or bow please email liz@virtuosostrings.co.nz
- Instruments may be traded in for a higher grade instrument for up to 75% of the original purchase price.
- Bows may be traded in for a higher grade bow for up to 60% of the original purchase price.
- Packages that include an instrument, bow and case may be traded in for a higher grade instrument or package for up to 70% of the original purchase price.
- Trade-ins are not accepted for instruments or bows that have structural damage eg. cracked wood or a broken stick.
- Trade-ins are not accepted for instrument cases or other accessories.
- All trade-ins are at the discretion of Virtuoso Strings.
- Customers are reminded that it is Virtuoso Strings’ policy not to trade-in a fractional size instrument or bow for a bigger instrument or bow of the same model or similar grade.
- Trade-in discounts will not be applied retrospectively.
Returns Policy for Instruments
Within 10 days after receipt of your violin/viola/cello, if you are not completely satisfied, you may return it for a full refund (less return shipping cost as detailed below). Instruments must be returned in as-new condition, otherwise, repair cost and depreciation due to damage will be charged. Here is how it works:
- When you make a purchase of any of our violin/viola/cello, Virtuoso Strings will invoice you with the full amount of the purchase.
- When payment has been made in full, your instrument will be couriered to you.
- Within 10 days after you have received the instrument, if you are not completely satisfied for any reason, you may return it for a refund.
- Ring or send an email to Customer Services at info@virtuosostrings.co.nz requesting an RMA (Return Merchandise Authorization) number. Please indicate your order number. Please also include your reasons for returning the violin so we may improve service to our customers. This request for RMA must be received by us within 10 days after receipt of the instrument, otherwise, we cannot provide the refund.
- Include a copy of the invoice from the original order in the package and write the RMA number on the outside of the package.
- Use the original packing materials and pack according to the instructions included.
- Within two working days of receiving the RMA number, arrange for a courier to return the package/box. Return courier is at the customer’s risk and expense.
- Advise Virtuoso Strings immediately of the courier Tracking Number
- Once the instrument is received, we will inspect the violin and other items in the package to make sure they are in as-new condition.
- Within 5 business days after receipt of the package, we will issue a refund and an email will be sent with detailed information on the refund.
Limitations: Except for defective items, the following products are nonreturnable: strings, books, CDs, DVDs, rosin, any items not in an unused condition, any items not in their original packaging, any items that have been advertised as 'non-returnable', and any special orders.
Privacy Policy
Virtuoso Strings does not pass any customer information to anyone else. Virtuoso Strings will use personal information only for the purpose for which it was given. From time to time Virtuoso Strings may send product information (including special offers) in the mail or by email. Customers may request at any time that their details be removed from the Virtuoso Strings mailing list.
Contact Us
To make an appointment to visit the instrument showroom, or for any other enquiries please contact us via:
| Email: | info@virtuosostrings.co.nz |
| Telephone: | (04) 232 9200 |
| Mobile: | 0277 899 543 |
| Location: | Tawa, Wellington, New Zealand. |