We believe that the products we offer should live up to your highest expectations, and that you should be completely satisfied with your purchase.
You are welcome to return virtually any product within 90 days of purchase. We ask that you please Submit a Return Request so that we can quickly manage the process, and so that we may understand you reasons for returning—we strive for constant improvement in all we do, and one source of excellent feedback is your returns.
In all cases, your satisfaction with your purchase is our goal.
Returns and exchanges are simple:
- If we are at fault, say we shipped the wrong item, there was damage during shipment (very rare), or there is some other defect, we will replace the item for you at no additional charge, as well as make paid arrangements to retrieve the item in error/damaged. We take care of everything in these scenarios.
- If you ordered the wrong item, the item was not what you thought, or you just changed your mind, you may return the item in new and re-sellable condition in original packaging together with all included parts, hardware, accessories, and instructions for a full refund, less our shipping costs. Note that in these cases, you are responsible for the cost of return shipping. However, when you place a re-order with a return, we typically issue a FULL refund on the return (since we appreciate that you are making a second purchase).
Never hesitate to call us or write us before you order if you have any doubts as to which product(s) will suit your intended use. We are glad to help you find the best product for your needs before you purchase.
Items That Are Not Returnable
Unfortunately, due to the nature of certain items, we are unable to accept returns on the following unless the return is due to our error:
|Custom-made piano bench pads||This refers only to those items for which you have provided custom dimensions. Note that standard size piano bench pads are returnable, but may be subject to a restocking fee of 15%. This is dictated by the piano bench pad manufacturer, not us.|
|Custom-made piano covers||This refers only to those items for which you have provided custom dimensions. Note that standard size piano covers are returnable, but may be subject to a restocking fee of 15%. This is dictated by the piano cover manufacturer, not us.|
|Items with custom embroidery||This refers to piano covers where you have chosen custom embroidery|
|Universal Bass Strings||Only returnable if unused, unbroken, uncut, etc. Must be re-sellable to be returnable.|
|Custom-made Bass Strings||Custom bass strings are custom to the piano for which they were ordered. We are unable to accept returns on custom bass strings.|
|Custom-produced Parts||This refers to piano hammers, brass rails, and other custom-produced items.|
|Books and Media Items||This refers to software, books, DVDs, CDs, etc. Note that these may be returned unopened for a full refund. Once opened, these items are tricky to re-shelve, so once opened, these are not returnable.|
|Liquids||This refers to polishes, cleaners, lubricants, etc. We make good on our satisfaction promise oftentimes by providing a refund without requiring return of the product.|
|Jansen Piano Benches||Refers only those benches made with burgundy, white, or ivory leather or vinyl.|
|Earplugs||Returnable only if unopened.|