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terms and conditions
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About us
JG Windows Ltd is one the UK's longest established music stores, with its flagship three storey shop located in the Central Arcade, in the heart of Newcastle upon Tyne's city centre. It celebrated its one hundred year anniversary in 2008 and, in April 2009, opened a second large store in the MetroCentre, Gateshead, Europe's largest shopping centre.
The city centre store is just thirty seconds from Grey's Monument, and boasts three floors of music-related products catering for musicians and non-musicians alike. There's a large printed music and classical/folk instrument department on the first floor. Acoustic pianos, digital keyboards and digital pianos, small audio, hi-fi accessories, and CDs and DVDs are on the ground floor. Rock instruments, including guitars, electronic drums, amplification and recording equipment are in the basement. If you prefer to shop in the MetroCentre, you'll find our store on the ground floor of the Yellow Mall.
As well as selling a wide range of products, both stores operate an musical instrument trial scheme, so you can try before you buy, removing any financial risk. In the city centre store, we offer an on-site musical instrument repair facility, as well as using specialist local repairers. We also have a full time service engineer who repairs electronic equipment, including hi-fi and televisions.
We believe that most people wanting to buy a musical product will want good advice and the opportunity to see the products “in the flesh”, so for that reason there are only a small selection of products on the site to buy on-line. We plan to increase the range of products available on-line, but in the meantime, come and pay us a visit or contact us by email or phone to find out the latest offers.
Our address is:
1-7 Central Arcade, Newcastle upon Tyne, NE1 5BP
Telephone: 0191 232 1356
Fax: 0191 261 2166
Email: web@jgwindows.com
VAT registration number: 176 4599 16
Company number: 206416
Making a Purchase
We aim to despatch items within 48 hours of receiving the order (although this cannot be guaranteed). Please ensure you have provided us with a valid email address, as we will confirm receipt of your order by email and the expected despatch day.
If there are any reasons we cannot despatch your order, we will provide you with this information on the confirmation email. On the rare occasions when goods are have sold out, prices have changed, delivery costs need to be modified or a mistake has been made in our pricing, we would make you aware of this, at this time. If any further payments were required we would contact you, to make sure this is acceptable.
All goods sold on our site include VAT at the current rate (music books are zero-rated).
Delivery Information
Our Internet delivery charges are for UK customers only. To order from other countries, please call us on +44 191 232 1356 for a quotation.
Delivery charges are set according to weight and automatically calculated in the shopping cart. Shipping costs start from £2.75.
Delivery on larger items, when using a courier company is usually within 24-48 hours of despatch from J.G.Windows Ltd. Smaller items are usually sent via 1st Class Royal Mail, so delivery times will vary according to the time of the year and local depots.
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. If you require installation on particular products, such as digital pianos, please contact us via email: web@jgwindows.com or via the telephone on 0191 232 1356, when we'll be happy to answer your queries.
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.
You agree that proof of delivery supplied by our delivery company is sufficient evidence to establish that goods have been received.
Returns and Refunds
J.G.Windows Ltd hope that you are happy with any purchase you make from us on line. Therefore our on-line returns policy is as below. For information about our returns policy for products bought from the store, please contact us on 0191 232 1356.
If for any reason you are displeased with your on-line purchase, you can return it to us in its original condition and packaging, within 7 days, and we will send you a replacement product of equivalent value or a full refund for the price you paid for the item. This is line with the Consumer Protection (Distance Selling) Regulations 2000, where the consumer has 7 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 software items, including CDs/DVDs and music software must be unopened.
Customers who decide to return the goods within 7 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 (as per the distance selling regulations 2000). If you would like to return the goods within 7 days, you must contact us within this period by email to web@jgwindows.com or in writing to our store address (see below) or by fax on 0191 261 2166.
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 0191 232 1356, fax us on 0191 261 2166 or email us at web@jgwindows.com 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 product develops a fault after 7 days from the original sale but within 30 days of purchase, we will replace the item with a brand new item, at no extra carriage charge.
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.
To return an item by post:
To return an item, please contact our store by email at web@jgwindows.com, in writing (to the address below), by telephoning 0191 232 1356 or by fax on 0191 261 2166. 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 may well have to 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.
Our address for returns is:
J.G.Windows Ltd, 1-7 Central Arcade, Newcastle upon Tyne NE1 5BP
In-Store Returns Policy
If you’re not happy with the product you've purchased from us, J.G.Windows Ltd will be happy to exchange goods for Windows shopping vouchers, a credit note or goods to the same value within 28 days of purchase.
All we ask is that you haven’t opened it, the goods are as new in their original sealed packaging and that you have the receipt, which should be presented in the store the goods were originally purchased from. If you're in any doubt as to whether the goods will be suitable, please ask a member of staff to seal the goods or mark the receipt appropriately. Additional charges may of course occur with respect to delivery and installation.
Faulty Goods
Either a refund, credit note, or exchange is offered if the 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 you purchased the product from immediately either via email or telephone (see below).
If the item develops a fault during the rest of its guarantee period, you should contact the store you purchased the product from and we will endeavor to resolve the problem quickly and efficiently, either by repairing the item in-store, or by sending it back to the manufacturer to repair it.
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 an returns authorization number from the store that the goods are being returned to (see contact numbers below) and include this with the item.
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.
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. J.G.Windows Ltd cannot accept any liability for goods arriving damaged.
Our address for returns is:
J.G.Windows Ltd, 1-7 Central Arcade, Newcastle upon Tyne NE1 5BP
Contacting us
You can contact our stores in the following ways:
Any decision is at the discretion of the management. This does not affect your statutory rights
Privacy Policy
J.G.Windows Ltd 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 web@jgwindows.com.
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 J.G.Windows Ltd, and we never make it available to other companies.
Use of personal information
We process personal information collected via J.G.Windows Ltd for the purposes of offering the best possible service, processing orders made on our web site and providing information about products and services we offer.
If you do not wish to receive any further correspondence from us or have any questions about our privacy statement, please email us at web@jgwindows.com.
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