Returns & Refund Policy

Returns & Refund Policy — Luxury Eco Pianos

1. Introduction

This Returns & Refund Policy (“Policy”) applies to all piano sales made by Luxury Eco Pianos (“the Company”, “we”, “our”). By purchasing a product from the Company, the customer (“you”, “your”) agrees to the terms set out in this Policy.

2. Eligibility for Returns

2.1. Returns are accepted within 14 days of the delivery date.
2.2. To be eligible for a return, the piano must be:

  • In the same condition in which it was delivered;

  • Free from damage, alterations, or signs of misuse;

  • Returned with all accessories, components, and documentation originally supplied.

2.3. Pianos that have been customised, modified, or specially ordered to customer specifications cannot be returned unless proven to be defective.

3. Inspection Upon Delivery

3.1. Customers are required to inspect the piano upon delivery.
3.2. Any damage or defect must be reported to the Company within 24 hours of receipt, accompanied by photographic evidence.
3.3. Failure to report damage within this timeframe will be deemed an acceptance of the product in its delivered condition.

4. Return Transportation Costs

4.1. All return transportation and handling costs are the sole responsibility of the customer.
4.2. Returns must be arranged using a professional piano moving service approved by the Company to ensure safe and compliant handling.
4.3. The Company is not responsible for damage caused during the return transit. Any such damage may affect refund eligibility.

5. Refunds

5.1. Refunds will only be issued after the returned piano has been inspected by the Company.
5.2. If the piano is approved for refund, the Company will process the refund within 14 working days.
5.3. Refunds will be issued using the original method of payment, unless otherwise agreed in writing.
5.4. The following deductions may apply:

  • Costs associated with restoring the piano to its original sale condition;

  • Any outstanding fees or charges incurred during the return process.

6. Non-Returnable Items

The following items are non-returnable:

  • Special-order or custom-built pianos;

  • Digital conversion upgrades or add-on systems;

  • Clearance or discounted items marked as “sold as seen”.

7. Faulty or Defective Pianos

7.1. If a piano is found to be defective due to a manufacturing fault, the Company will, at its discretion:

  • Arrange repair;

  • Offer a replacement; or

  • Provide a refund.
    7.2. Manufacturing faults do not include issues arising from environmental conditions, improper care, incorrect placement, or misuse.

8. Contact Information

For return requests, inspection reports, or any questions relating to this Policy, please contact:
Luxury Eco Pianos : sales@luxuryecopianos.com : 0161 826 2171