If SAXELIER made the error
Replacement at no cost
If the ligature was made differently from the confirmed mouthpiece, measurements, design or colors, SAXELIER will provide one corrected replacement and cover the replacement shipping.
Order with confidence
Returns & Fit Guarantee
A clear, fair policy for individually fitted SAXELIER ligatures.
One-Time Fit Guarantee
If your custom ligature does not fit, contact us with photographs within 14 days of delivery. We will guide you through a new measurement and provide one replacement for the same mouthpiece. If the original information supplied was inaccurate, the customer pays the replacement shipping. If SAXELIER made an error, the replacement and shipping are free.
If the supplied measurement was inaccurate
One guided remake
We will guide the customer through a new measurement and provide one replacement product without an additional product charge. The customer pays the replacement shipping.
What the guarantee covers
The same approved order
The replacement applies once per order and only to the same mouthpiece, ligature design and selected colors. It cannot be used to change the instrument, mouthpiece, model or color after production.
If another remake is needed
Additional remakes are charged separately
The guarantee includes one replacement. If a further remake is required because customer-supplied information remains inaccurate, a new production and shipping charge will apply.
Color changes
Before and after production
Before production beginsColor changes are free. Contact SAXELIER as soon as possible and wait for written confirmation of the updated color.
After production beginsThe confirmed color cannot be changed. The customer may place one additional order for the same mouthpiece and fit in another color at 30% off the product price, and pays the new shipping charge. The original product stays with the customer.
The color-change discount is separate from the One-Time Fit Guarantee and cannot be combined with it or another offer. If SAXELIER produced a color different from the confirmed order, the corrected replacement and replacement shipping are free.
Request a color reorderBefore we approve a replacement
- 1. Contact us within 14 days of delivery.
- 2. Send clear photographs of the ligature fitted on the mouthpiece.
- 3. Confirm the exact mouthpiece brand and model.
- 4. Repeat the measurement according to our guidance.
- 5. Wait for written approval before returning anything.
Cancellations and returns
Orders may be cancelled for a full refund before production begins.
Once production begins, Custom Fit and Bespoke products cannot normally be cancelled or returned for a change of mind because they are made for a specific mouthpiece and customer selections.
If an item arrives damaged, incorrect or materially different from the confirmed order, contact SAXELIER immediately with photographs. We will provide an appropriate repair, replacement or refund as required.
This commercial guarantee is in addition to, and does not limit, any mandatory consumer rights that apply in the customer’s country. Shipping charges already paid are otherwise non-refundable except where required by law or where SAXELIER is responsible for the error.
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