Repair Policies
The following policies apply to all Gibson Bagpipes repair and service work. These policies are intended to set clear expectations and allow repairs to proceed efficiently and fairly.
General Repair Process
All repair services are confirmed after in-hand inspection.
Some services are priced as fixed services or packages, while others may require adjustment based on actual scope once inspected. Any change to scope or pricing that exceeds the selected service will be communicated before work proceeds.
Initial payments are applied in full toward the final confirmed service or repair.
Repair Shipping & Intake
After purchasing a repair service, you must generate your inbound shipping label before sending your pipes.
Use the link below to create your prepaid UPS Ground label using your order number and checkout email.
Repair Shipping Label Portal:
https://www.gibsonbagpipesllc.com/pages/repair-shipping-label
Include your order number or a printed repair intake sheet inside the package so we can identify your instrument.
Assessment & Approval
For services involving assessment or troubleshooting, no repair work is performed without customer approval.
For repair services where inspection reveals additional required work (such as crack repair discovered during another service), the customer will be contacted with options before proceeding.
Lead Times
Lead times vary based on workload, repair type, and scope.
Most routine repairs are typically completed within 2–4 weeks from receipt of the instrument. More extensive work may require additional time.
All turnaround times are estimates only and are not guaranteed.
Shipping & Responsibility
Incoming Shipments
Instruments remain the responsibility of the sender until received and logged by the shop.
Gibson Bagpipes is not responsible for loss or damage that occurs during transit to the shop.
Shipping Options
Customers may choose one of the following:
Customer-Arranged Shipping
When shipping independently, the customer is responsible for:
- Packing
- Carrier selection
- Insurance coverage
Gibson-Provided Shipping Label
When using a Gibson-provided shipping label:
- The label is provided for convenience only
- Packing and insurance remain the responsibility of the customer
- Gibson Bagpipes does not insure incoming shipments
Transfer of Responsibility
Responsibility for the instrument transfers to Gibson Bagpipes once the shipment is received and logged by the shop.
Insurance
Gibson Bagpipes does not provide insurance coverage for instruments during inbound transit.
Customers are responsible for selecting appropriate insurance coverage when shipping their instrument to the shop.
Single Instrument Policy
All repair services apply to a single instrument only unless explicitly stated otherwise.
Cosmetic Expectations
Many repair services prioritize structural integrity, airtightness, and function.
Cosmetic results may vary depending on:
- Instrument age
- Material condition
- Prior repairs
- Wear and finish history
Exact cosmetic duplication is not guaranteed.
Warranty Considerations
If inspection indicates that an issue is the result of a manufacturing defect covered under the Gibson Bagpipes Promise of Excellence, the repair will be handled accordingly.
For full warranty terms, coverage, and exclusions, please refer to our Warranty & Care page.
Proof of purchase may be required.
Declined or Non-Repairable Work
In some cases, an instrument or component may be deemed:
- Non-repairable
- Suitable only for temporary stabilization
- Better replaced than repaired
In such cases, recommendations will be provided and no work will proceed without approval.
Communication
Repairs are processed based on the information provided at intake and confirmed after inspection.
To minimize delays, customers are encouraged to include any special instructions at the time of submission.
Acceptance of Policies
By submitting an instrument for repair or selecting a repair service, you acknowledge and accept these repair policies.