Refund policy
If you have any issue with your purchase please make contact with us immediately with details of your transaction including date of purchase, your name and invoice number.
We are not required to provide a refund or replacement if you change your mind.
If the piano is damaged or faulty when unboxed, and we cannot easily fix the damage or eliminate the fault, we may return it.
If the carton shows damage that suggests the piano inside is also likely to be damaged. In this case, leave the piano in its box and contact us for support.
What to do if you receive a damaged or faulty piano
- Don’t unpack the piano, if you haven’t yet. Keep all the packaging for now.
- Check the owner’s manual, which includes instructions for assembling the piano, as well as common troubleshooting information.
- Clearly record the problem in video, photograph, and/or audio.
- Notify us by completing the form on this web page. You will need:
- Your invoice number
- Your piano’s serial number
- The date that the piano was delivered
- A description of the problem
- It’s best not to play the instrument until we’ve assessed and resolved any issues.
What we will do when we receive your report
If the piano can be easily repaired, we will arrange for a specialist technician to make an appointment with you.
If the piano should be returned to us, we will coordinate with you and with a courier service to collect the piano from you. You will need to ensure that it is securely packaged for transport, ideally in the original carton. We will contact you to discuss and balance any financial concerns.
