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Sometimes Things Don't Work Out...And That's Okay!

If you wish to change your order then please contact us at your earliest convenience. We will do our best to change your order if it hasn't already been processed.

  • To add products to your order, please place a new order for these items
  • To change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice via email, livechat or phone during normal opening hours or email us
  • If your order has already been dispatched or delivered, then you'll need to follow our returns procedure below in the event of any unwanted products, or return them to our showroom.
  • There are some products which we cannot cancel, refund or exchange, including perishable and made-to-order items; see below for more details

If you require large quantities of goods for business, please contact one of our experts. We reserve the right to cancel an order if we believe it is for resale purposes.

Consumer Contracts Regulations 2013

This legislation offers you the following cancellation rights when you buy online or by phone:

  • You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
  • Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address
  • You can cancel by email: , livechat or phone.
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery)
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any goods supplied.

Missing, incomplete or damaged orders

If your order is incomplete, please bear in mind that products may be sent out from multiple locations and so arrive separately; please allow a little extra time before contacting us. For damaged products, incomplete orders or dispatched orders that don't arrive within the expected time period, please email our Customer Services team, via email, live chat or phone during normal opening hours. If you prefer, you can also return damaged goods to us via the returns methods listed below or to our showrooms.

Returns Procedure

Depending on the product type, you can return online orders in the store. If you want to return items you’ve bought in store, please take them back to our showrooms. Musical instruments can have many moving parts and though we check all instruments before they leave things can move during transport or become dislodged during transport, should there be any problem then please contact one of our experts via livechat or phone or email during normal opening hours.

Please have your make and model number to hand when you call. I’ve decided I don’t want my piano anymore - Can I get a full refund?

If you decide your instrument is not suited to you are able to receive a full refund if you decide you don’t want your piano anymore and the piano is in its original boxed packaging. However, if the piano has been assembled, used and then you decide it’s not for you, we will require a £35 charge from your original payment to cover restocking and collection costs. This does not affect your statutory rights.

Refund Policy

We want you to be happy with your purchase. If you're not, just return the product to us or to one of our showrooms, following the instructions above, and we'll exchange or issue a credit note in the name of the person who originally placed and paid for the order. Please see below for products excluded from this policy. Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge, but excludes the products listed as exceptions below.

Terms & conditions

  • If you're unhappy with your purchase, please let us know as soon as possible and we will do our best to help. Unless faulty, we'd like this to be within 30 days of purchase.
  • If you return your item to our showroom and you would like a refund but don't have your receipt, order confirmation or delivery note, we may be able to give you a gift card or credit note to the value of the current selling price providing we can reasonably track the purchase of the item. Ordinarily if you have your receipt or delivery note we'll refund the original debit, credit or charge card used to purchase
  • We'll refund any delivery charges you've paid if you return an entire order (UK orders only)

See full terms and conditions here, and information on Consumer Contracts Regulations 2013

Products we're unable to cancel, refund or exchange

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

  • Products which have been personalised for you, made to order, or special ordered from the manufacturer or supplier for you
  • Perishable goods such as food
  • For hygiene reasons harmonicas, jaws harps, mouthpieces, and any other such items.
  • Computer software that has been opened, or computer software cards that have been redeemed gift cards

Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed. We'll make this clear when you place your order. This does not affect your statutory rights.

Before you buy pianos, large instruments such as double basses: please check the dimensions of the delivery address for access (including doors, corridors, stairs and corners), as well as the proposed location, to confirm that the product is the right size for your needs, and so that we can deliver your order safely and successfully.