Refund & Return Policy

1. 30-Day Return Window

You may return eligible products within 30 calendar days from the date of delivery. The return period begins on the day you (or a third party you designate) receive the product.

Important: Returns requested after 30 days from delivery will not be accepted, except as required by law. Manufacturing defects are handled under the warranty process, not this returns policy. See our Warranty Information page.

2. Return Eligibility & Conditions

Returnable Items

To qualify for a return, your Pianova digital piano must meet ALL of the following conditions:

• Unopened and unused: Original, unopened packaging with all seals intact
• Original condition: No signs of use, wear, damage, or modification
• Complete package: All original accessories, manuals, cables, pedals, and documentation included
• Original packaging: Manufacturer’s box intact (not damaged or tampered with)
• Proof of purchase: Original order number and receipt provided

Non-Returnable Items

The following items cannot be returned:

• Opened or used pianos: Unboxed, assembled, or played items
• Damaged packaging: Torn, crushed, or water-damaged packaging
• Missing accessories: Returns missing cables, pedals, manuals, or other included items
• Custom or special orders
• Clearance or final sale items

3. Return Shipping Costs

Customer responsibility: For standard returns (buyer’s remorse/unopened), you are responsible for return shipping costs.

• Standard returns: Customer pays return shipping (cost varies by location and carrier)
• Our error (wrong item): We provide a prepaid return label at no cost (see Section 8)
• Manufacturer defects: Do not initiate a return. Follow the warranty process (Section 7) for service authorization
• Insurance required: Use trackable, insured shipping for the full product value
• Shipping risk: You assume risk of loss or damage during return shipping

4. How to Initiate a Return

Important: Returns shipped without an RMA will be refused and returned at your expense.

5. Refund Process

Inspection & Approval

Once we receive your return:

• Inspection within 3–5 business days to verify return conditions
• If approved, refund processed within 5–10 business days
• If rejected, you may:
  • Have the product shipped back to you (at your cost), or
  • Authorize disposal (no refund)

Refund Amount

Your refund will be calculated as follows:

• Product price: Full purchase price
• Minus restocking fee: 15% of product price
• Minus return shipping: You pay return shipping (non-refundable)
• Original shipping cost: Not refunded (unless we made an error)

Example calculation:

• Product price: $1,500
• Restocking fee (15%): -$225
• Refund issued: $1,275

Refund Method

Refunds are issued to your original payment method:

• Credit/debit card: 5–10 business days (bank dependent)
• PayPal: 3–5 business days
• Other payment methods: 7–14 business days

Note: Refunds cannot be issued to a different payment method or person than the original purchaser.

6. Exchanges

We do not offer direct exchanges. To get a different model:

1. Return your original purchase using the process above
2. Wait for your refund to be processed
3. Place a new order for the desired model

7. Damaged or Defective Products

Damaged During Shipping

If your piano arrives damaged in transit:

• Do not refuse delivery: Accept the package and note visible damage on the carrier’s receipt
• Document damage: Photograph the box, packaging, and product immediately
• Contact us within 48 hours: Email support@pianova.com with photos and your order number
• Carrier claim: We’ll assist you in filing a claim with the carrier. Resolution (replacement/refund) depends on carrier approval

Manufacturer Defects

For manufacturing defects (e.g., hardware failure):

• Contact Pianova Support first: support@pianova.com or +1 509-946-8078
• Do not ship until you receive written Return Authorization (RA) and instructions
• Service path: Authorized technician visit (if available), authorized service center, or factory service per RA
• Shipping costs (warranty): Customer pays inbound; warrantor covers return shipping in the U.S. for approved claims
• See our Warranty Information page for full details

8. Wrong Item Shipped

If the wrong product was sent:

• Contact us immediately at support@pianova.com
• We will provide a prepaid return label at no cost to you
• We will ship the correct product at no additional charge
• No restocking fee applies to our shipping errors

9. Cancellations

Before Shipment

You may cancel your order for a full refund if:

• Your order has not yet shipped
• You contact us within 24 hours of placing the order

After Shipment

Once your order has shipped, cancellation is not possible. Please follow the standard return process after delivery.

10. Restocking & Processing

Returned products undergo inspection and restocking procedures:

• Inspection for completeness, damage, and functionality
• Repackaging for resale if in perfect condition
• Inventory update and restocking

The 15% restocking fee covers these costs and helps maintain competitive pricing.

11. Exceptions & Special Circumstances

In rare cases, we may make exceptions at our discretion for extenuating circumstances such as:

• Medical emergencies
• Military deployment
• Natural disasters affecting delivery

We will review on a case-by-case basis; approval is not guaranteed.

12. Legal Rights

This policy does not affect your statutory rights under applicable consumer protection laws. Some jurisdictions may provide additional return rights beyond what is stated here.