Returns Policy

At Millers we do our utmost to try to understand our customers and provide them with amazing service. If you are unsure, especially when it comes to larger items such as pianos, we would encourage you to get in contact or visit us at our showroom where we can offer a full consultation and demonstrate any product to ensure that it meets your needs.

We have a team of in-house and partner piano technicians who cover all aspects of an instrument. They can attend on site to issues with…

We do understand that sometimes things change and this is why we have a comprehensive return policy laid out below.

Warranty Returns - When There's A Fault With The Product

All new products purchased from Millers Music are covered by a minimum 12-month return to base (RTB) warranty unless otherwise stated.

Cabinet style digital pianos and acoustic pianos are covered by our on-site warranty. Return to base means that the goods must be returned to us under the terms of the warranty. We do not pay for transport of RTB items to our premises for repair. We can collect your items - see collection charges below.

Self Assembly Items With Faults On Arrival

Please do not dispose of boxes and packaging for items which require self-assembly until you have thoroughly checked and tested the product. In the unlikely event that a self-assembly item arrives with a fault, we will it replace it free of charge if it is re-packaged for safe transportation in the cartons in which it was supplied. If you dispose of the packaging, we will charge for collection as per our collection charges stated at the bottom of this page.

If You Change Your Mind

Goods Purchased at our Showroom

Within 7 days of purchase, we are happy to exchange or give you a refund with a credit note for any item you purchase. Just return the item to our showroom, unused, in its original undamaged packaging, along with the proof of purchase and we'll be happy to exchange the item for something more suitable, or give you a credit note. We do not give cash refunds in cases of 'change of mind' for goods purchased in our showroom.

Goods Purchased From Home

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input any data on them. Whilst the goods are in your possession you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept return of goods that have been damaged or mis-handled whilst in your care.

There are three ways to refund/cancel your purchase:

  • You can return the product to our store with your order confirming, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
  • You can cancel your order via the Contact Us facility on the Customer Services page
  • By phoning us on 01223 354452 with your order reference number and delivery details to hand

We cannot refund/cancel your purchase:

  • The goods have been damaged whilst in your care
  • If you return your product to our store without proof of purchase
  • The seal has been broken on any included DVDs, CDs, memory cards or software
  • The goods were a special order to your specification

Collection Charges

If you need your product collected from a UK mainland address because you have changed your mind, or have disposed of the packaging of a self-assembly product, or if it requires attention under a return-to-base (RTB) warranty, the following charges will apply:

Note: We do not collect items that are not in their original box and packaging, except for digital pianos. It is up to you to ensure your item is packaged safely for transportation and we do not accept liability for goods damaged in transit due to being incorrectly packed before collection by our courier/driver

Our collection charges may differ from any delivery charges you may have paid at the time of purchase. This is because we offer subsidised delivery costs at the time of sale. Weights referred to below are the gross weight including packaging.

Product Type

Collection Charge Including VAT*

Portable Keyboard/Piano - boxed in original packaging under 20KG


Portable Keyboard/Piano - boxed in original packaging 20KG - 40KG


Portable Keyboard/Piano - boxed in original packaging Over 40KG


Digital Piano (cabinet style; boxed in original packaging)


Digital Piano (cabinet style; un-boxed) - Ground Level Collection (max 5 steps/stairs*)

£250 *Additional charge of £90 per flight of stairs

Acoustic Upright Piano - Ground Level Collection (max 5 steps/stairs*)

£295 *Additional charge of £90 per flight of stairs

Acoustic Or Digital Grand Piano - Ground Level Collection (max 5 steps/stairs**)

£395 **Additional charge of £160 per flight of stairs

All other items boxed in original packaging