Free Returns

In short

Every customer may ask to return a piano for any reason by notifying us by email no later than 14 days after delivery. Our 14-day free returns promise applies whether you bought the piano online, by telephone or during a showroom visit.

We will arrange and pay for standard return collection from the original delivery address. You will receive a full refund of the piano purchase price and any standard delivery charge, with no collection fee or restocking fee. We will issue the refund within 14 days of receiving the piano back at our warehouse.

Altered or personalised pianos

Our voluntary change-of-mind returns promise does not normally apply if, at your request, we materially alter or personalise the piano after you order it, such as by fitting a silent system. We will explain this before carrying out the work. This exception does not affect your rights if the piano or the additional work is faulty or not as described.

Your legal rights

Distance and off-premises purchases have separate statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If a piano is faulty, not as described, of unsatisfactory quality or unsuitable for a purpose that you made known to us, the Consumer Rights Act 2015 applies. Depending on the circumstances and timing, the available remedy may include a refund, repair, replacement or price reduction.
These statutory rights are not affected by our free returns promise or our warranty.

Need help?
Please contact us if you have any concerns. We do not resist reasonable return or exchange requests and will always try to resolve the matter promptly and fairly.