Acoustic Piano Warranties

This page is intended to help you understand the typical scope of an acoustic piano warranty and Coach House Pianos’ approach to warranty assessment and support. Warranty lengths and specific terms may vary depending on the manufacturer, age, type and condition of the instrument.

1. Definitions

1.1 Instrument The acoustic piano supplied by Coach House Pianos (CHP).

1.2 Electronic System Any installed digital, silent, hybrid or self-playing system.

1.3 Warranty Fault A defect in materials or workmanship present at manufacture, restoration or point of supply, depending on the nature of the Instrument.

1.4 Maintenance Tuning, pitch adjustment, regulation, voicing, lubrication and routine servicing.

1.5 High-Usage Installation Schools, universities, churches, public venues, teaching studios or domestic environments where the Instrument is played for more than 5 hours daily.

1.6 Working Days Monday to Friday, 9:00am-5:00pm, excluding public holidays.

1.7 Original Owner The person, business or organisation that purchased the Instrument from CHP.

2. Warranty Term & Commencement

2.1 Warranty lengths vary depending on the manufacturer, age, type and condition of the Instrument. Where a specific warranty term applies, this will be confirmed at the point of sale.

2.2 While warranty lengths may vary, the general principles of what is and is not covered remain broadly the same. Warranties are intended to cover defects in materials or workmanship, not routine maintenance, environmental effects, wear and tear, tuning stability or gradual performance changes.

2.3 Manufacturer warranties usually commence from the date of purchase. Where delivery has been significantly delayed after purchase, CHP will, where appropriate, liaise with the manufacturer to confirm whether the warranty commencement date can be aligned with the date of delivery.

2.4 Unless otherwise specified in writing, warranties apply to the Original Owner only and are non-transferable.

2.5 Some manufacturer warranties may be territory-specific. Customers should contact CHP before moving an Instrument from one country to another, as international relocation may affect warranty validity.

3. Acoustic Warranty

3.1 CHP warrants that the Instrument is free from defects in materials and workmanship at the time of supply.

3.2 Warranty applies only to failure of components due to defects in materials or workmanship. It does not cover deterioration, performance variation, environmental damage, maintenance-related issues, wear and tear or changes arising from normal use.

3.3 Warranty coverage may include the following, where the issue is confirmed to be the result of a Warranty Fault:

• Soundboard cracks beyond normal hairlines
• Bridge splitting and pinblock failure
• Frame fracture, provided the Instrument has only been moved by professional piano movers
• Failure of action components due to manufacturing defect, excluding wear, regulation drift or environmental effects
• Faulty workmanship or manufacturing defects
• Pedal mechanism faults, excluding squeaks or issues caused by environmental conditions
• Castors, hinges, pedals and fittings failing under normal use

3.4 Gradual changes in tone, touch, tuning stability or general performance are inherent to acoustic instruments and do not constitute a Warranty Fault.

4. Warranty Assessment & Diagnosis

4.1 All customer issues, whether potentially warranty-related or not, must be reported to CHP using the designated customer service form or process advised by CHP.

4.2 In the case of a new piano, CHP will carry out the initial assessment and diagnosis. If CHP considers the issue to be potentially manufacturer-related, the matter may be referred to the manufacturer for review.

4.3 If the customer disagrees with CHP’s initial assessment on a new piano, the manufacturer’s decision will determine whether the matter is covered under the manufacturer’s warranty.

4.4 In the case of a pre-owned, restored or reconditioned piano supplied by CHP, CHP’s assessment and diagnosis of the issue will be final. Assessments by third-party technicians, tuners or advisers will not override CHP’s determination unless CHP has agreed to this in writing in advance.

5. Conditions to Maintain Warranty

To maintain warranty cover, the customer must ensure that:

5.1 The Instrument is tuned at intervals not exceeding 12 months by a CHP-approved technician or suitably qualified piano technician

5.2 The instrument should be kept in a reasonably stable indoor environment, ideally at a temperature of approximately 17–21°C and relative humidity of approximately 40–60%. Temporary variations outside these ranges due to normal seasonal or weather conditions will not in themselves invalidate the warranty.

Please be aware, however, that changes in temperature and humidity, including normal seasonal variations, are likely to affect the tuning and stability of the instrument. This is a natural characteristic of acoustic pianos and does not, in itself, indicate a fault with the instrument.

The warranty does not cover faults or damage caused by prolonged or extreme environmental conditions, excessive dryness or humidity, rapid or repeated fluctuations in temperature or humidity, direct heat sources, underfloor heating, direct sunlight, damp, or other unsuitable conditions. The Instrument is not moved except by professional piano movers

5.3 Proof of purchase and service records are retained

5.4 Any issue is reported promptly to CHP and no unauthorised repair is attempted

CHP reserves the right to decline claims where environmental instability, lack of maintenance, misuse, unauthorised intervention or unsuitable installation conditions are evident.

6. Exclusions

The following are excluded from warranty cover:

6.1 Tuning, pitch raises, regulation and voicing

6.2 Sticking notes, squeaking pedals or buzzes not caused by a confirmed defect

6.3 Wear and tear, including felts, strings, bushings, action parts and other consumable components

6.4 Regulation drift or changes in touch resulting from normal use

6.5 Environmental damage caused by heat, humidity, dryness, sunlight, pests, vermin or unsuitable room conditions

6.6 Liquid ingress or damage caused by any foreign object

6.7 Damage caused by power surges, where relevant to installed systems

6.8 Damage caused by misuse, neglect or accidental damage

6.9 Tarnishing, dulling or natural ageing of metalwork, including manufacturer lettering

6.10 Unauthorised repairs or adjustments, which will void warranty cover on affected components

6.11 Splitting of Steinway action rails, which is deemed to result from unsuitable climatic conditions and is excluded

7. Cosmetic & Casework

7.1 Cosmetic issues must be reported within 24 hours of delivery.

7.2 Chips, dents, scratches or other marks identified after installation are not covered unless reported within this period and accepted by CHP as having been present at the point of delivery.

7.3 Hairline marks in polyester finishes can occur naturally and are not necessarily defects.

7.4 Fading, discolouration or finish deterioration caused by sunlight, heat, humidity, dryness or environmental exposure is not covered.

8. Electronic, Silent, Hybrid & Self-Playing Systems

8.1 Electronic Systems are covered separately from the acoustic Instrument.

8.2 Second-hand Electronic Systems carry a 12-month limited warranty from delivery unless otherwise specified in writing.

8.3 New Electronic Systems are subject to the relevant manufacturer’s warranty. The warranty term will depend on the manufacturer and may sometimes be extended by registering the product directly with the manufacturer after delivery.

8.4 Electronic Systems are supplied as functional at the point of delivery.

8.5 The following are excluded from warranty cover:

• Software, apps or compatibility changes
• Wi-Fi, Bluetooth, network or connectivity issues not caused by a hardware fault
• Power surges, liquid damage or environmental damage
• User configuration errors
• Third-party integrations
• Changes caused by operating system updates or app updates
• Obsolescence or unavailable parts

8.6 CHP does not guarantee compatibility with future technologies, devices, software updates, apps or operating systems.

8.7 Where parts are unavailable, CHP may repair the system, offer alternative solutions or deem the system beyond economic repair without obligation to replace it in full.

9. High-Usage Installations

9.1 High-Usage Installations are subject to accelerated wear, regulation drift and component fatigue.

9.2 These effects are expected in high-use environments and do not constitute Warranty Faults.

9.3 CHP may recommend a separate maintenance plan for High-Usage Installations to help preserve performance, reliability and tuning stability.

10. Service Visits

10.1 Where a reported issue is found not to be a Warranty Fault, service visits are chargeable at CHP’s prevailing service rates.

10.2 Chargeable visits may include, but are not limited to, tuning, regulation, voicing, pitch adjustment, environmental advice, user-error issues, connectivity support and non-warranty diagnosis.

11. Service Response Targets

11.1 CHP aims to acknowledge warranty-related enquiries within 2 working days.

11.2 Where attendance is required, CHP’s target is to attend within 10 working days.

11.3 Response times are targets only and are not guaranteed. Timescales may vary depending on location, technician availability, part availability, manufacturer involvement and the nature of the issue.

12. Limitation of Liability

12.1 Where a Warranty Fault is confirmed, CHP’s liability is limited to the repair or replacement of defective parts.

12.2 CHP shall not be liable for consequential, indirect or associated losses, including but not limited to loss of use, loss of income, loss of enjoyment, event disruption, third-party technician fees or costs arising from alternative arrangements.

13. Statutory Rights

13.1 This document is intended to explain the typical scope of acoustic piano warranties and CHP’s approach to warranty assessment and support. Nothing in this document affects your statutory rights.