Refund policy

Luxury Eco Pianos – Return & Refund Policy

At Luxury Eco Pianos, we take great pride in the quality, craftsmanship, and performance of the pianos we provide. Every instrument is carefully prepared, inspected, and tuned before delivery. We want you to feel confident in your purchase, and we are committed to ensuring your satisfaction.

1. Eligibility for Returns

Because pianos are high-value, specialist items, returns are accepted under the following conditions:

1.1 Instruments Damaged in Transit

If your piano arrives damaged, defective, or not functioning as expected, you must notify us within 48 hours of delivery.
Please provide:

  • Photographic or video evidence of the issue

  • A description of the fault

  • Your order details

We will arrange an inspection and, where necessary, collection and repair or replacement.

1.2 Incorrect Item Delivered

If the piano delivered does not match the model you ordered, please contact us within 48 hours so we can arrange the correct replacement at no additional cost.

2. Change of Mind Returns

Pianos are large, bespoke items and are not eligible for change-of-mind returns, except at our discretion.
If a discretionary return is accepted:

  • The piano must be in the same condition as delivered

  • Return delivery and collection charges will apply

  • A restocking and preparation fee may apply (typically 10–20% of the purchase price)

3. Refund Process

If a refund is approved:

  • Refunds will be processed via the original payment method

  • Refunds will be issued within 7–14 business days after the returned item is received and inspected

  • Delivery or collection costs are non-refundable unless the return is due to our error

4. Repairs & Warranty Claims

Most of our pianos come with a 12-month warranty covering mechanical or technical faults not caused by misuse, improper environment, or unauthorised modifications.
Warranty claims are assessed on a case-by-case basis.
Self-playing systems may have their own manufacturer warranties.

5. Custom & Special-Order Pianos

Custom-built or special-order pianos (including imported self-playing models) are non-refundable, except in cases of damage in transit or verified defects.

6. How to Start a Return, Claim, or Enquiry

To begin a return or warranty claim, please contact us at:

📧 sales@luxuryecopianos.com
📞 Contact number 0161 826 2171

Please include your:

  • Full name

  • Order details

  • Photos/videos of the issue

7. Collection & Delivery Terms

Because pianos require specialist handling:

  • Collections are carried out by professional piano movers

  • A collection fee applies for non-fault returns

  • The customer is responsible for ensuring the piano can be safely removed from the property

8. Your Rights

This policy does not affect your statutory rights under UK consumer law (Consumer Rights Act 2015 and related regulations).