Terms of Service
Last updated: 12 August 2026
These Terms of Service apply to purchases made through pilgrimharps.co.uk and to harp servicing, maintenance and repair services provided by Pilgrim Harps.
By placing an order through our website or booking a servicing or repair service with us, you agree to these Terms of Service.
1. About Us
Pilgrim Harps is a retailer specialising in harp strings, harp accessories and harp servicing and maintenance.
Business name: Pilgrim Harps
Website:pilgrimharps.co.uk
Email: info@pilgrimharps.co.uk
Telephone: 01342893242
Business address: Unit 4 & 17 The Old Dairy, The Green, Godstone, surrey, RH9 8DY
Company number: 17178296
For the purposes of these Terms, "we", "us" and "our" refer to Pilgrim Harps.
"Customer", "you" and "your" refer to the person or business purchasing products or services from us.
2. Products and Services
We supply harp strings, accessories and related products through our website.
We also provide harp servicing, maintenance, restringing, adjustment and repair services, as agreed with the customer.
Product descriptions, photographs and specifications are provided to help you make an informed purchase. We make reasonable efforts to ensure that information on the website is accurate and up to date.
Minor variations in appearance, packaging or manufacturer labelling may occur and do not necessarily constitute a defect.
3. Orders and Contract Formation
When you place an order through our website, you are making an offer to purchase the products selected.
Your order will be subject to acceptance by us. We will normally confirm acceptance by email.
A contract between you and us is formed when we confirm that your order has been accepted.
We reserve the right to decline or cancel an order where, for example:
the product is unavailable;
there has been an obvious error in the price or product description;
we reasonably suspect fraudulent or unauthorised activity; or
we are unable to fulfil the order for reasons outside our reasonable control.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.
4. Product Prices
All prices displayed on our website are in pounds sterling (£).
The applicable price is the price displayed when you place your order, except where there is an obvious pricing error.
Delivery charges will be displayed separately before you complete your purchase.
Where applicable, VAT will be included in the displayed price or clearly identified before you place your order.
5. Payment
Payment must be made using the payment methods made available through our website.
You must provide accurate and complete payment and contact information.
We do not normally dispatch goods until payment has been successfully received.
If payment is reversed, declined or otherwise not received, we may suspend or cancel the order.
6. Delivery
We aim to dispatch orders within the timeframe stated on our website or in your order confirmation.
Delivery times are estimates unless we have specifically agreed a guaranteed delivery date with you.
If there is likely to be a significant delay, we will contact you where reasonably possible.
Unless otherwise agreed, goods will be delivered to the address supplied when you place your order.
You should check your delivery address carefully before completing your order.
Where required by law, goods will be delivered within the applicable statutory timeframe.
7. Delivery Damage or Missing Items
Please inspect your order as soon as reasonably possible after delivery.
If your package appears damaged, please notify us as soon as possible and, where practical, retain the packaging and take photographs of the damage.
If an item is missing, incorrect or damaged, please contact us promptly with your order details and photographs where appropriate.
Nothing in this section limits your statutory consumer rights.
8. Returns and Your Right to Cancel
If you are a consumer purchasing goods online, you will generally have a statutory right to cancel your purchase within 14 days of receiving the goods, followed by a further period in which to return them, subject to applicable legal exceptions. GGOV.UK+1
To exercise your right to cancel, you must clearly notify us that you wish to cancel. You may contact us by email or another appropriate written method.
Returned goods should be sent back within the period required by law.
Unless the goods are faulty, damaged, incorrectly supplied or otherwise covered by another statutory right, you may normally be responsible for the direct cost of returning goods where we have informed you of this before purchase.
You must take reasonable care of goods while they are in your possession. Where permitted by law, we may take account of any reduction in the value of goods caused by handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
The statutory cancellation right does not apply to every type of product or circumstance. Where a legal exception applies, we will explain this before or at the time of purchase where required.
Nothing in these Terms affects your statutory rights.
9. Faulty, Damaged or Incorrect Goods
If goods are faulty, damaged, not as described or otherwise do not conform to your statutory rights, please contact us as soon as reasonably possible.
We will deal with the issue in accordance with your legal rights.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
Nothing in these Terms limits or excludes rights that you have under applicable consumer law.
10. Harp Servicing and Repairs
Before carrying out servicing or repair work, we may inspect the harp and discuss the work required with you.
Where appropriate, we will provide an estimate or quotation before commencing substantial work.
The final cost may differ from an initial estimate where additional faults, wear or necessary work are discovered during servicing.
Where additional work is reasonably necessary and would materially increase the expected cost, we will normally contact you for approval before proceeding.
However, where you have expressly authorised us to carry out necessary additional work up to a specified amount, we may proceed without obtaining further approval where the additional work falls within that authority.
11. Condition of Harps Submitted for Servicing
Harps are complex instruments and may contain components that are old, worn, fragile or previously damaged.
During servicing, inspection or adjustment, previously existing faults or weaknesses may become apparent.
We will take reasonable care of instruments entrusted to us.
However, we cannot be responsible for damage that results from a pre-existing defect, hidden weakness, deterioration, inappropriate previous repairs, corrosion, age-related failure or other condition that could not reasonably have been identified or prevented through ordinary servicing.
Where we identify a significant risk before carrying out work, we will endeavour to discuss it with you before proceeding.
12. Strings and Restringing
Harp strings are consumable items and their lifespan varies according to the instrument, string type, playing frequency, environmental conditions, tuning, playing style and other factors.
A newly fitted string may occasionally break or fail, particularly where an instrument has existing issues affecting string tension, bridge pins, sharping mechanisms, levers, pedals, soundboard condition or other components.
Where we supply and/or fit strings, we will use reasonable care and appropriate methods.
Nothing in these Terms limits your statutory rights where a product or service is defective or does not conform to the contract.
13. Estimates and Quotations for Servicing
Unless expressly stated to be a fixed price, an estimate is an indication of likely cost and is not a guaranteed final price.
A quotation will normally specify the work covered and the price applicable to that work.
A quotation may need to be revised if:
additional faults are discovered;
the condition of the instrument differs materially from that described;
additional parts are required;
requested work changes; or
circumstances arise that could not reasonably have been identified when the quotation was prepared.
We will seek your approval before undertaking significant additional chargeable work wherever reasonably practicable.
14. Customer-Provided Parts
If you ask us to fit or use parts supplied by you, we cannot guarantee the suitability, compatibility, quality or condition of those parts.
We may refuse to install a customer-supplied part where we reasonably believe that doing so could damage the instrument, compromise safety or result in an unsatisfactory repair.
Where a customer-supplied part is defective or unsuitable, any resulting additional work or cost may be chargeable where permitted by law and agreed with you.
15. Payment for Servicing and Repairs
Payment for servicing and repair work is due in accordance with the quotation, invoice or other agreement made with you.
We may require a deposit or advance payment for certain work, particularly where specialist or non-returnable parts need to be ordered.
Where work has been completed, the remaining balance will normally be payable before the instrument is returned or collected, unless otherwise agreed.
16. Instruments Awaiting Collection
Where a serviced or repaired instrument is ready for collection, we will notify you.
You should arrange collection within a reasonable period.
If an instrument remains with us for an extended period after we have notified you that it is ready, we may contact you to arrange collection and, where permitted by law and agreed in advance, may charge reasonable storage costs.
We will not use this provision to deprive you of rights you have under applicable law.
17. Cancellation of Servicing Work
If you ask us to cancel servicing or repair work after work has started, you may be required to pay for work already completed and any parts or other costs that we have reasonably incurred, subject to your statutory rights.
Where a service is purchased online or otherwise as a distance contract, statutory cancellation rights may apply.
If you specifically request that servicing begins before the expiry of any applicable cancellation period, additional rules may apply concerning payment for services already supplied.
18. Our Responsibility for Instruments
We will take reasonable care of your harp while it is in our possession.
We recommend that customers disclose any known issues, previous repairs, unusual characteristics or existing damage before work begins.
We will not be liable for loss or damage resulting from circumstances that could not reasonably have been prevented despite taking reasonable care.
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
19. Liability
Nothing in these Terms excludes or limits liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation;
defective products where liability cannot legally be excluded;
breach of statutory consumer rights; or
any other liability that cannot legally be excluded or limited.
Subject to the above, we will not be responsible for losses that are not reasonably foreseeable or that do not arise naturally from our breach of contract.
If you are a consumer, your statutory rights remain unaffected.
20. Events Outside Our Control
We will not be responsible for delays or failures caused by events outside our reasonable control.
Such events may include, for example:
severe weather;
fire or flood;
transport disruption;
supplier shortages;
industrial disputes;
government action;
interruption to utilities or telecommunications; or
other circumstances that could not reasonably have been prevented or anticipated.
Where such an event affects your order or servicing work, we will endeavour to keep you informed and resume performance as soon as reasonably possible.
21. Website Information
We make reasonable efforts to ensure that information on pilgrimharps.co.uk is accurate.
However, we do not guarantee that the website will always be available, error-free or free from technical problems.
We may update, change or remove website content, products and prices from time to time.
22. Intellectual Property
Unless otherwise stated, the content of the Pilgrim Harps website, including text, photographs, graphics, logos and other original material, belongs to or is licensed to us.
You may use the website for personal and lawful purposes.
You must not reproduce, copy, modify, distribute or commercially exploit our website content without our prior written permission, except where permitted by law.
23. Privacy
We process personal information in accordance with our Privacy Policy.
Our Privacy Policy explains what information we collect, why we collect it, how we use it and the rights available to you.
24. Complaints
If you have a complaint about a product or service, please contact us in the first instance at:
Email: [INSERT EMAIL ADDRESS]
Please provide your name, order or invoice number where applicable, and details of the issue.
We will endeavour to investigate and resolve complaints fairly and promptly.
25. Business Customers
If you are purchasing from us wholly or mainly for purposes relating to your trade, business, craft or profession, you may be treated as a business customer rather than a consumer.
Certain consumer rights and protections may therefore not apply.
Where you are purchasing as a business, these Terms apply together with any specific quotation or written agreement we have provided to you.
Nothing in this section excludes any legal rights that cannot lawfully be excluded.
26. Changes to These Terms
We may update these Terms from time to time.
The version of the Terms applicable to your purchase will normally be the version in force when you place your order or agree to the relevant service.
Changes will not retrospectively alter rights or obligations arising from an order or service already agreed, unless required by law or agreed with you.
27. Governing Law
These Terms are governed by the law of England and Wales, unless applicable law requires otherwise.
If you are a consumer living in Scotland or Northern Ireland, you may also have rights to bring proceedings under the laws and courts applicable to your place of residence where required by law.
28. Your Statutory Rights
Nothing in these Terms is intended to restrict, exclude or replace your statutory rights as a consumer.
Where these Terms conflict with mandatory consumer protection law, the applicable law will prevail.