Returns, Exchange and Refund

Online Store

This policy applies to purchases made online at usedpiano only.  If a product or instrument is not returned according to the Returns, Exchange and Refund policy, Used Piano is under no obligation to accept the return, exchange or refund of any product or instrument.  Used Piano reserves the right for final decision and approval of all returns, exchanges and refunds.  

Faulty or Damaged Product/Instrument 

  1. Used Piano Store hopes that the customer is happy with every purchase. All products/instruments go through careful quality checks before leaving the warehouse however sometimes products may have underlying manufacturer faults or maybe be damaged in the delivery process. 
  2. Faulty products/ instruments are classified as:
  3. The product/instrument is defective upon testing the product/instrument
  4. The product/instrument was damaged in transit
  5. A manufacturer advice requests that a product/ instrument be returned
  6. The customer must complete the Online Return Form and return the product/ instrument within 7 days of delivery with the original invoice and/or receipt. Returns will be delayed if the original invoice is not included with the return.
  7. If the return is not initiated and the Online Return Form is not completed and received within 7 days of delivery, the a product/ instrument can unfortunately not be returned or exchanged and the a product/ instrument will be subject to the manufacturer or Used Piano warranty, if any.
  8. All returned products/instruments are subject to a quality check to ensure the product/ instrument is returned in its original condition, assessment and repair, if applicable. Original condition is defined as no visible scratches, no visible use and no visible damage.   
  9. If the product/instrument is deemed to be faulty, by the Used Piano Service Technician, due to the misuse or mishandling of the product/instrument, the customer will be liable to pay any repair costs including the pick-up and re-delivery (if applicable).
  10. In the unlikely event that Used Piano cannot provide a replacement product/instrument of the same brand and model, Used Piano will provide the customer with alternative options, of a similar product, for exchange.
  11. In case of exchange, the total cost of the new product/instrument must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new product/instrument is greater than the value of the exchange, the customer must pay the balance.
  12. Subject to this Returns, Exchange and Refund Policy, upon approval of the faulty product/instrument by the Used Piano Service Technician and if there are no alternative options, Used Piano will process a refund by bank transfer for the total amount of the faulty product/ instrument.
  13. Used Piano aims to process all refunds within 14 days. Please note that the bank may need additional time to post the money to the account. 

Incorrect or Unwanted Product 

  1. Used Piano hopes that the customer is happy with every purchase however Used Piano understands that sometimes customers may want to exchange for a different product/instrument.
  2. The customer must complete the Online Return Form and return the product/instrument to the branch of purchase, within 7 days of purchase with the original invoice and/or receipt.
  3. For products/instruments delivered by the Used Piano Delivery Team, the customer must complete the Online Return Form within 7 days of delivery.
  4. If the return is not initiated and the Online Return Form is not completed and received within 7 days of purchase or delivery, the a product/instrument can unfortunately not be returned or exchanged.
  5. All returned products/instruments are subject to a quality check to ensure the product/ instrument is returned in its original condition, assessment and repair, if applicable. Original condition is defined as no visible scratches, no visible use and no visible damage.   
  6. If the product/ instrument is deemed to be faulty, by the Used Piano Service Technician, due to the misuse or mishandling of the product/instrument, the customer will be liable to pay any repair costs including the pick-up and re-delivery (if applicable).
  7. In the unlikely event that Used Piano cannot provide a replacement product/instrument of the same brand and model, Used Piano will provide the customer with alternative options, of a similar product, for exchange.
  8. In case of exchange, the total cost of the new product/instrument must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new product/instrument is greater than the value of the exchange, the customer must pay the balance.
  9. For incorrect items sent by Used Piano , the cost of the pick-up and re-delivery will be free of charge. For incorrect or unwanted items ordered by the customer, the customer will be liable to pay any pick-up and re-delivery costs (if applicable).  
  10. In case of refund, all refunds (minus any bank charges and any pick-up or re-delivery fees, if applicable) will be credited to the customers Used Piano Online Store account, to be used at for future online purchases. Credit cannot be used in store. 
  11. If the product/instrument was delivered to the customer by the Used Piano Delivery Team, for example, an acoustic drum set, the cost of the delivery, pick-up and re-delivery (if applicable) will be charged to the customer.
  12. Used Piano aims to process all refunds within 14 days of receiving the returned product/instrument.