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.
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.
This legislation offers you the following cancellation rights when you buy online or by phone:
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.
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.
Introduced in December 2020 following the Coronavirus pandemic, we are currently offering a 90 day exchange policy on all purchased pianos brought via our virtual demonstration service to help give you full confidence in buying acoustic or silent pianos when you are not able to to visit our showrooms. With this new scheme, you will be fully entitled to exchange any acoustic piano after the first 90 days of delivery for another instrument with an equal or greater value to the purchased piano. For example, if you buy a piano and after a few weeks decide that either the touch is too heavy or the sound isn’t quite what you were looking for, we’ll give you the choice to exchange it for another piano of equal or greater value that might suit your needs better. If you wish to exchange, you will be liable for collection and pick up services of £35.
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.
See full terms and conditions here, and information on Consumer Contracts Regulations 2013
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
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.