Warranty Information

1. Warranty Overview

Pianova digital pianos purchased in the United States are covered by a limited 3‑year warranty provided by Vienna International, Inc. dba HAILUN USA to the original purchaser, for products purchased directly from Pianova and used within the fifty states and the District of Columbia.

Standard Warranty Coverage:

• 3 Years parts and labor from the date of original retail purchase
• Defects in materials and workmanship under normal use
• Valid only for original owner purchases from Pianova (authorized U.S. retailer)
• Proof of purchase required for all warranty service

2. What's Covered

This warranty covers defects in materials and workmanship under normal use conditions. Coverage includes:

Hardware Components

• Keyboard: Keys, sensors, graded hammer actions (VPAS‑III/VPAS‑IV)
• Electronics: Circuit boards, control panels, touchscreens, buttons, knobs
• Sound System: Speakers, amplifiers, resonance board elements, tweeters
• Pedals: Sustain, soft, sostenuto pedals and internal cabling
• Connectors: MIDI, USB, audio jacks, and included power adapters/cables

Software & Firmware

• Pre‑installed firmware and system software (when failure is due to a covered hardware defect)
• Bluetooth MIDI/audio connectivity when the cause is a covered hardware defect

Covered Remedies

If a covered defect occurs, the warrantor may, at its option:

• Repair the product or defective part at no charge
• Replace the part with a new or refurbished equivalent
• Replace the unit with a new or refurbished unit of equal performance if repair is not feasible

Labor costs for authorized warranty repairs are covered during the warranty period.

3. What's NOT Covered (Exclusions)

This warranty does not cover:

User‑Caused Damage

• Accidental damage: Drops, impacts, spills, liquid damage
• Misuse/abuse or improper operation: Use not in accordance with the owner's manual
• Improper installation, storage, or environment: Extreme temperatures, humidity, direct sunlight, corrosive atmospheres
• Unauthorized modifications/repairs: Opening the case, non‑authorized service, non‑genuine parts

Normal Wear & Maintenance

• Cosmetic wear that does not affect functionality (scratches, finish wear, discoloration)
• Periodic maintenance, adjustments, or tuning‑like calibrations

Shipping & Transportation Damage

• Damage occurring during shipment or customer transport (file a claim with the carrier promptly; inspection upon delivery is advised)
• Note: Shipment damage is not a manufacturing defect and is not covered by this warranty.

Electrical/Environmental Events

• Power surge, lightning, or acts of God
• RFI/EMI or improper grounding/power supply conditions

Accessories

• Third‑party or aftermarket accessories not included with the product
• Included in‑box power adapters and basic cables are covered under the same 3‑year term; stands/benches are covered for DOA issues via Pianova within 30 days

Software Issues

• Third‑party app compatibility or user settings errors
• Issues resolved by updates/factory reset where no hardware defect exists

4. Warranty Coverage by Model

Warranty period begins on the date of original retail purchase shown on your receipt or invoice.

5. How to File a Warranty Claim

If you believe your Pianova piano has a defect covered by warranty, follow these steps:

Step 1: Contact Pianova Support

• Email support@pianova.com or call 509-946-8078 for initial troubleshooting and claim screening
• Do not ship your product until you receive written return instructions

Step 2: Return Authorization (RA)

If a warranty claim appears valid, HAILUN USA (through Pianova) will:

• Verify eligibility and issue a Return Authorization (RA) with service destination
• Provide packing and documentation requirements for shipment or local service

Step 3: Provide Required Information

• Proof of Purchase: Receipt/order number/invoice
• Product Info: Model and serial number (on rear or underside)
• Description: Detailed explanation of the issue
• Photos/Videos: If applicable

Step 4: Service or Repair

• In‑Home Service (if available): Authorized technician visit
• Authorized Service Center: Drop‑off or ship per RA instructions
• Factory Service: Ship to designated facility per RA instructions

6. Warranty Service & Repairs

Authorized Service Only

Warranty service must be performed by authorized Hailun service centers or a factory facility designated by HAILUN USA to maintain coverage.

Shipping Costs & Declined Claims

• Approved warranty claims: Customer pays inbound; HAILUN USA pays return shipping within the U.S.
• Non‑warranty issues: Customer is responsible for shipping both ways
• Declined claims: If no repair/replacement is authorized, customer pays return shipping

Replacement Parts

Replacement parts may be new or refurbished to factory specifications; replacements and repaired parts are covered by the remaining term of the original warranty.

7. Warranty Registration

Registration is not required for coverage, but it can help expedite service and ensure you receive important product or safety notices.

• Keep your original receipt as proof of purchase
• Provide model and serial number during any service request

8. Warranty Terms & Conditions

Transferability

This warranty is non‑transferable and applies only to the original purchaser; it is void upon resale or transfer.

Warranty Voiding

• Serial number removed, altered, or illegible
• Unauthorized modifications or repairs
• Purchase not made from Pianova (authorized U.S. retailer)
• Failure to provide proof of purchase

Limitation of Liability

• This warranty provides your exclusive remedy for covered defects
• The warrantor is not liable for indirect, incidental, or consequential damages
• Some states do not allow limitations on implied warranties or incidental/consequential damages, so these limits may not apply to you

Implied Warranties

Any implied warranties, including merchantability or fitness for a particular purpose, are limited to the duration of this express warranty to the extent permitted by law.

Legal Rights

You may have other rights which vary from state to state.

United States Only

This warranty applies only to products purchased from Pianova and used within the United States (50 states and D.C.). For purchases or use outside this area, contact your local authorized Hailun distributor or retailer.