RETURNS

At Coach House Pianos our pianos are meticulously prepared by master craftsmen, thus ensuring your piano give you 100% satisfaction. In the unlikely event that you are not entirely satisfied, we will do our utmost to resolve the issue for you.

All new and pre-owned acoustic piano products purchased from Coach House Pianos are covered by a minimum 12-month warranty unless otherwise stated on your receipt. New pianos and digital keyboard instruments are covered by the manufacturer and the applicable warranty period is shown on your receipt. The warranty period will vary depending on the manufacturer. If at any time within the warranty period the product fails, in the first instance please call us on 01792 584584 where our advisers will assist in liaising with the manufacturer to arrive at a satisfactory outcome. A warranty covers defects of materials and workmanship and excludes normal wear and external forces beyond the control of the manufacturer or Coach House Pianos. To ensure your acoustic piano warranty remains valid, you must:

1.1 Ensure you Contact Us to arrange your first free after-service within 8 weeks of receiving the instrument unless any other arrangement has been agreed by us in writing prior to purchase.
1.2 Retain a written and signed tuning record to confirm the piano has been tuned at a minimum of once per year by a qualified piano tuner
Accidental damage or misuse of items are not covered by the warranty.

If you wish to return your product, you must contact us in writing within 7 days of receiving delivery. The product must be original and not a bespoke, made to order, special order or non-standard stock item. The item must be complete and in perfect condition, unmarked, undamaged as originally supplied, and include its original receipt. If the item is packaged, all packaging must be complete and in perfect condition. We are happy to exchange or give you a full refund less the cost of return carriage (approximately £250 but carriage rates vary depending on your location, contact 01792 584584 for an accurate cost). You will receive a full refund (less the cost of return carriage) of the product price by the same method as payment was made originally, within 14 days of the product arriving back with us.

In accordance with 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 showroom 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 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.

You can cancel your order in writing via the message form on our Contact Us page or via phone on 01792 584584, including your order reference number and delivery details.

Once we have received the goods back from you, and after inspection of their condition, we will arrange a refund for the cost of the product plus the delivery charge paid when you purchased the product(s) (except for the additional costs such as those associated with stairs/steps work). If you have changed your mind and no longer wish to keep the item(s), we do not refund the cost of returning the item(s) to us.

We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds will be made with 14 days via the same method as payment was received (card payments may be delayed slightly longer depending on the bank processing time)

We cannot refund or cancel your purchase if:

• 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 CDs, headphones, memory cards or software
• The goods were a special order to your specification

We do not accept returns of consumables such as software, music books, or CD’s, unless found to be faulty in which case a replacement product of the same title will be supplied.

We also do not accept returns of goods which have been made to your specifications or have been personalised. We may also refuse to accept the return of any item which has been mis-used.

We do not accept returns for unfaulty goods after the statutory period and it is at the discretion of an independent and suitably accredited technician appointed by Coach House Pianos to determine whether an instrument is faulty.

Our warranty, returns & refunds policies do not affect your statutory rights.

If you part exchanged an instrument towards the item you are returning, we will refund you the monies paid and, if we still have possession of your part exchanged item, you will need to cover the cost of the product being returned to you. Delivery charges for return of part exchanged items will depend upon the individual item and quotes are available on request.

In the event that we no longer have possession of your part exchanged item, we will refund you the monies paid plus the value given for your part exchange item – as shown on your sales receipt.