Terms and conditions

Terms of orders

• All orders are made in accordance with the terms and conditions given here, and the returns and privacy policies.
• The customer is expected to ensure that information, including shipping address is correct at the time of ordering. We accept no responsibility for shipments lost due to a customer providing an incorrect shipping address.
• Orders can be amended, but please contact us as quickly as possible.
• Orders that have been shipped cannot be cancelled or amended, and are subject to the returns policy.
• If you order a made-to-order item on a deadline, you must notify us of this or else we cannot take responsibility if it arrives late. Please see the additional conditions below regarding made-to-order items.
• pureocarinas.com operates in the United Kingdom as a sole trader. Pure Ocarinas is not VAT (value-added tax) registered, as turnover falls below the minimum threshold. Thus we do not charge VAT.
• We are not responsible for issues with the postal system in the United Kingdom or other countries.

Notes regarding shipping address

During normal checkout, your shipping address will be obtained from PayPal. You will be given the opportunity to change it if you wish. However, shipping to an address different from the one associated with the ordering PayPal account is technically against PayPal's terms and conditions, and is done at the liability of the customer.

Changes to shipping addresses after ordering

If at all possible, the correct shipping address should be specified during checkout. However, we are willing to amend shipping address after order completion at the customer's request under the following conditions:

• You must notify us that you will be changing the shipping address as soon as possible, preferably before ordering.
• If you request a change to shipping address after ordering, you must include the transaction code shown on your confirmation email when contacting us.
• The correct destination country must be specified during checkout, as failure to do so would result in calculated shipping costs being incorrect.

Failure to meet any of these requirements will result in the cancellation and refunding of the affected order.

Ordering made to order products on a deadline

While made-to-order products are usually completed in 2 to 3 weeks, unforeseen circumstances such as kiln issues can create unexpected delays.

Due to this, orders that contain made-to-order products and must be delivered on a deadline, such as a birthday or Christmas, must allow at minimum 6 weeks lead time plus an additional 1 to 2 weeks if international shipping is required.

We also require any customer making such an order to notify us of this fact and the date of the deadline as soon as possible, preferably before placing the order.

If order workload makes us feel uncomfortable in achieving the deadline, we reserve the right to cancel or refuse the order.

Amending, cancelling, and returning orders

Amendments to orders can be made under the following conditions:

• Orders may be amended up to the time the order is shipped.
• We will make reasonable effort to check customer correspondence. However, if we ship your order before seeing your amendment request, the buyer is responsible for returning the item.
• Amending an order may result in the order taking longer to ship.
• If amendments increase the cost of an order, processing of the order will be frozen until the difference has been paid.
• Amendments which decrease cost will have the difference refunded at our first opportunity.
• You can also cancel your order, as long as it does not contain custom made items, under the same conditions.

For returning products, please see the returns policy.

Shipping and dispatch times

Dispatch time varies depending on if your item(s) are in stock or made to order:

• Items which are in stock are normally shipped within 2 to 3 working days of receiving the order.
• Made-to-order products are usually shipped within 3 to 4 weeks of receiving the order, but may take longer due to unforeseen circumstances.

Please note that order shipping is done in batches. Even if items are in stock, shipping may be delayed for one to two days if it allows us to pack and ship multiple orders at once. Pure Ocarinas is operated by one person, and batching shipping increases overall throughput.

We do not ship on weekends.

Items damaged by the shipping service

Under the unlikely event that the postal service damages a product before it arrives with you, we will make the effort to replace it as quickly as we are able, and will claim the item with the shipping company's insurance.

However, we cannot accept any responsibility for lost items sent without tracking.

Items lost in the post

Items not received after a period of 8 weeks can be considered lost. As long as the delay cannot be explained by abnormal events including but not limited to war or a global pandemic, we will claim the item with the shipping company's insurance. We will also offer to send a replacement, or refund you.

However:

• In rare situations, international shipments can become stuck in customs for a considerable period of time, many months in some cases.
• Shipments may also be slowed from normal by events including but not limited to war or a global pandemic, for which we cannot take responsibility. We ask for the patience of the customer in such cases.

Do note that:

• We cannot accept any responsibility for lost items sent without tracking.
• We also cannot accept any responsibility for items lost due to the customer providing an incorrect shipping address.

Custom orders, including product customisations

Where a customer makes a request to customise an existing product in any way, or requests the manufacture of an entirely custom product, the following conditions apply:

• Custom orders must be arranged by contacting Robert (me).
• All details of the order including customisations and cost must be arranged in advance. If the customer cannot communicate what they want satisfactorily, the order will not be accepted.
• Robert can refuse to accept a custom order for any reason.
• Custom orders cannot be amended, cancelled, or returned by the customer after the customer has agreed to the order and manufacture has started, for any reason. Changing things after manufacture has started is difficult, and custom made items are usually very difficult to resell.
• Robert will generally make two copies of any custom item in order to avoid unreasonable delays arising from mistakes in production, issues arising during firing, or damage during shipping. Custom orders will be charged accordingly to account for this.
• Robert can cancel and refund a custom order for any reason, including the discovery of technical issues that make it too difficult to make or would make it take too long in relation to the originally quoted cost.

However, Robert is generally no longer willing to take custom orders beyond simple modifications, as custom orders can be unpredictable and take a large amount of time—more than people are usually willing to pay for.

Cases he is willing to consider include:

• Minor changes to fingering, such as tuning with Italian fingering; or
• Tuning an 11-hole without the subhole, resulting in an instrument keyed a semitone lower.