Terms & Conditions

Privacy Policy

This privacy policy sets out how Lakeland Music uses and protects any information given by you, as customers, when using this website. Lakeland Music is committed to ensuring that your privacy is protected will only use information provided in accordance with this privacy statement. Lakeland Music may change this policy from time to time by updating this page. You should check this page regularly to ensure that you are happy with any changes made. You will be asked to agree to these terms and conditions during each purchase.

What we collect

This website uses cookies to ensure you received the best online shopping experience. You must have cookies enabled to make a purchase on this website. We use this data to help you find relevant products more easily and faster.

Through the use of cookies, we may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

Lakeland Music are committed to safeguarding the privacy of our customers while providing the highest possible quality of service. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.

We do not store or plan to store any financial information about customers (including credit or debit card information) who purchase goods on our website.

If you have any requests concerning your personal information or any queries with regard to these practices, please email us at tracy@lakelandmusic.org.

Information collected

We collect the information you supply to us through enquiry, registration and order forms. We also collect information automatically about your visit to our site. The information obtained in this way, which includes demographic data and browsing patterns, is only used in aggregate form, and as such cannot be used to identify you.

Any information collected, is only used by Lakeland Music, and we never make it available to any third party. We may use email addresses for marketing and advertising purposes. These will be sent to anyone that agrees to receive our newsletters when registering for an account on this website. You may opt out at any time.

Card information

To ensure the safety of the information you enter, your credit/debit card details are entered and processed through Paypal. This prevents Lakeland Music from ever receiving your card information and ensures your safety through their in-built encryption and data protection.

Shipping & Returns

Delivery Information

Internet delivery charges are for UK customers only. To order from countries outside of the UK, please call us on 01768 864024 for a quote
We currently only take online orders and ship to areas in mainland UK. We do not currently ship to, or take orders online from the following areas:

•    Balkans 
•    Cuba 
•    Democratic Republic of Congo 
•    Belarus 
•    Burma/Myanmar 
•    Federal Republic of Yugoslavia & Serbia 
•    Iran 
•    Iraq 
•    Ivory Coast 
•    Lebanon 
•    Syria 
•    Liberia 
•    North Korea (Democratic People’s Republic of Korea) 
•    Sudan 
•    Zimbabwe 

Delivery charges are set at a fixed price for all deliveries under the free delivery threshold, this charge is £2.99. This charge includes £50 worth of delivery insurance. To add insurance up to £1,000, an additional charge of £12.95 is added. In cases of transit damage where insurance is insufficient to cover the cost of the instrument, the maximum refund will be the insurance limit rather than the value of the instrument.

Delivery of all items are by private courier, guaranteeing next day delivery from the day of dispatch. We aim to dispatch all orders from our store within 24 hours, but this is a guide only. Digital Pianos are delivered either by Lakeland Music or sent directly from the manufacturer. We will contact you post-order to discuss and arrange a convenient delivery time and method. An additional cost may be added for delivery to some areas or on certain days. Where delivery of pianos is completed by the manufacturer directly, assembly is optional and available at additional cost. All digital pianos delivered by Lakeland Music will include assembly and home demonstration included in the delivery price. If you would like a quote for delivery prior to sale, please contact us via email or phone to discuss prices and availability.

Delivery of all items is either through the letter box or in the case of items sent out via courier, “drop off” only to the external door of your home. All digital pianos delivered by Lakeland Music will include assembly and a home demonstration of the features.

Please make sure you sign for the goods as 'unchecked'. You must inform us within two working days if the goods are lost or damaged in transit so that we can make a prompt claim against the delivery company and correct the problem. Please quote your order number in all correspondence. Where transit damage is an issue, the refunded amount will be the value of the instrument unless the insurance taken out and paid for when arranging delivery is insufficient to cover the value of the instrument.

You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received. Where deliveries are signed for in good condition, any claim of transit damage will not be met.

Free Delivery

Any order over the £200 will include free delivery with £50 worth of insurance. As with standard delivery, additional insurance of up to £1,000 is charged at an additional £12.95. Transit damage will be refunded to the insurance amount if insufficient to cover the cost of the instrument. All pianos will be charged excluding delivery. Delivery charges will then be discussed and agreed when delivery is being arranged. If you would like a quote for delivery prior to purchase, please contact us via email on tracy@lakelandmusic.org or via phone on 01768 864024. 

Returns & Refunds (for items sold through our website)

Lakeland Music hope that you are happy with any purchase you make from us. Therefore, our returns policy is as below.

If for any reason you are displeased with your purchase, you can return it to us in its original condition and packaging within 14 days for a full refund. This policy is in line with the Consumer Protection (Distance Selling) Regulations 2013, where the consumer has 14 days to cancel the contract of sale. After this period, a contract of sale is formed, subject to the Sale of Goods Act 1979. Please note that any disposable items, such as reeds and strings, must be returned unopened and unused for a refund to be issued.

Customers who decide to return the goods within 14 days for whatever reason, are liable for any carriage costs, operate under a duty of care and are therefore responsible for the condition of the returned goods. If you wish to return the goods within 14 days you must contact us within this period by email to tracy@lakelandmusic.org or in writing to our store address (see below) or by phone on 01768 864024.

Refunds are processed within 30 working days of receiving the goods back at our store in their original condition. Carriage costs will not be refunded unless the goods were shipped in error or were faulty within 30 days of purchase.

Cancellation Policy

If you simply change your mind and would like to cancel an order before it has been shipped to you, then please either telephone our store on 01768 864024 or email us at tracy@lakelandmusic.org and we will cancel the order and refund any moneys that have been paid by you. Goods are usually despatched within 24 hours of receipt of your order. If the goods have already been despatched, then where possible we will arrange for the goods to be returned to our store before delivery takes place. If this is not possible, we would ask you to return the goods as per our returns policy above.

Defective Items

If your item develops a fault after 14 days from receiving the order, but within 30 days of purchase, we will replace the item with another if available, at no extra carriage charge. If a replacement item is not available within 10 days of the fault being reported, an exchange or refund will be offered.

In the case of goods that develop a fault after 30 days, but within the manufacturer's warranty period (usually 12 months), we ask that you return the items to us by an insured method and at your cost. It is essential that goods are packaged correctly and fully protected, as we cannot be held liable for inadequate packaging resulting in goods being damaged in transit. If goods are not returned in their original packaging for repair, then 2 layers of packaging are required, including some kind of shock absorbent material surrounded by an outer box made of heavy duty cardboard. For larger items, like digital pianos, we will arrange for an engineer to inspect the item at your home so as to save the need for return postage and insurance. In all cases of a warranty issue, please contact us first and we will contact the manufacturer on your behalf.

Returning an Item by Post

To return an item, please contact our store by email at tracy@lakelandmusic.org, in writing (to the address below), or by phone on 01768 864024. You will be provided with a Returns Number, which must be included when sending back your order. In the case of faulty items, please also enclose a precise description of the fault that has developed. Please ensure that all accessories and manuals are included when returning items, otherwise a charge for these items may be made.

We suggest that returned items are always sent by a recorded delivery method for your own protection.

This returns policy does not affect your statutory rights.

Please clearly write the return number both on a piece of paper within the package itself alongside a copy of your invoice (downloadable from your account summary) as well as on the outside of the packaging alongside the address.

Faulty Goods

Either a refund, credit note, or exchange is offered if goods are faulty (ie. not working to the manufacturer's specification) and brought to our attention within 28 days of purchase. If you become aware of a fault, you should contact the store immediately either via email or telephone.

If the item develops a fault during the rest of its guarantee period, you should contact the store and we will endeavour to resolve the problem quickly and efficiently, either by repairing the item in-store, or by sending it back to the manufacturer for repair. Please contact us prior to contacting the manufacturer.

Online Pricing

Occasionally, an error may occur and goods may be either incorrectly priced or described in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.

Where items ordered are out of stock, we will contact you with the first available date and offer an exchange or refund if this is unacceptable. This will only occur when items are low in availability and available for purchase both in-store and online.

Partial Refunds

We can offer a partial refund if the goods you return to us are used or appear to be no longer in good condition or the same condition as when they left the shop. The refunded amount will be at our discretion and will account for any repair costs or devaluation that has occurred.

You are liable for any diminished value of the goods. In order to establish the nature, characteristics and functioning of the goods, the consumer should only handle and inspect them in the same manner as they would be allowed to do in a shop. All refunds will be processed within 30 days of the products arriving back with us and partial refunds may be given as a credit note.

Partial refunds will also be paid in instances of transport damage where the insurance taken out at the time of order is insufficient to cover the value of the damage done. In these cases, the refund will be the maximum insurance amount.

Sending Goods Back to us

If you want to send the goods back to us, rather than bringing them to a store personally, then you should obtain a Returns Authorisation Number from Lakeland Music and include this with the item. You can obtain your Returns Authorisation Number by contacting us via email, phone or in writing.

If the items are being sent to us due to a fault, please also enclose a precise description of the fault that has developed, so that we have the best chance of repairing the fault.

If goods are being exchanged or refunded, please ensure that all accessories and manuals are included when returning items, otherwise a charge may have to be made. Where possible, please return the item in the original packaging in which it arrived.

We suggest that returned items are packed with plenty of protection to avoid damage and that they are always sent by a recorded delivery method. Lakeland Music cannot accept any liability for goods arriving damaged.

Returns Address

Lakeland Music,
20-21 Little Dockray,
CA11 7HL.