Our Terms and Conditions
Warranty
Our warranty at South West Pianos cover many different elements of the piano, the most important being the structural integrity of the instrument.
We cover all the major parts of an acoustic instrument such as the soundboard, bridges, iron frame and rest plank. If any issues occur with any of these parts within a warranty period, then South West Pianos will offer the following: A full refund or an alternative instrument or, if the issue is more minor, a repair to be carried out in your home or at our workshop.
All our instruments come with a 5-year warranty unless specified on the advert and/or on invoices.
We offer a 5-year Top- Up warranty making a total of 10 years, which must be purchased at the same time as the instrument. The cost of the upgrade is £520.00 inclusive of VAT.
Please note that general wear and tear is not covered by South West Pianos, this includes sun fading and regulation and tuning. These are all elements that are part and parcel of owning an acoustic instrument e.g key bushings, felt components etc.
Sticky keys may occur during the first few weeks of ownership, which is mainly due to humidity changes and fluctuations in room temperature. This is a common occurrence with some acoustic instruments and can be easily rectified by a local piano tuner/ technician and is usually part of their standard tuning service. If you come across any of these issues, then please contact us via hello@southwestpianos.co.uk and we’d be delighted to help put you in touch with a reputable piano tuner who covers your area.
All acoustic pianos, whether new or used, are likely to need tuning after 6 weeks from delivery; this is known as the ‘settling in period’. It is advised that you get your piano tuned by a reputable piano tuner/ technician. If you need any help in finding a piano tuner then, as above, please let us know via hello@southwestpianos.co.uk and we will do our best to assist you.
We also recommend the ‘Pianoforte Tuners Association’. Having your piano tuned by a PTA Member gives you peace of mind that the work is carried out to the highest standard, ensuring an accurate, stable and lasting tuning. Please visit www.pianotuner.org.uk for more information.
All warranties are taken extremely seriously at South West Pianos and we only make these available if proper care of the instrument is taken. It is very important that you keep the piano in an environment that does not vary in temperature and averages between 18°C and 21°C. You will also need to ensure you keep the piano within an environment that is between 40% -70% humidity. If you are uncertain of how to do this then basic humidity devices can be purchased online for between £8.50 - £15.00. If you have any questions or need any advice regarding this, please get in touch via hello@southwestpianos.co.uk.
Avoid underfloor heating at all costs unless you have purchased a special piano heat deflector mat, which can be purchased through South West Pianos .
Returns/Exchange Policy
South West Pianos check all instruments thoroughly before delivery. In the unlikely event that your instrument is faulty we will endeavour to get the issue resolved with one of our piano technicians immediately or offer an alternative instrument. If you simply just change your mind and would rather a different piano all together that is equally fine; we pride ourselves on being here to help, so don’t panic! We’ll do our very best to find you an alternative.
South West Pianos do not accept returns for non-faulty goods after our 30-day money back guarantee period has lapsed, excluding all transport fees and any customisation work that has been completed by external parties.
The 30-day money back guarantee comes into effect from the point the invoice is raised, this is the point you agree to purchase the piano and agree to our terms and conditions.
The Buyer must notify South West Pianos of any breakages, damage or missing parts within 48 hours of delivery.
If the 30 day money back guarantee is executed within the 30 days, an exchange or refund will be issued once the instrument has been delivered back to us and inspected for damages. Any damaged returns that show wear, abuse, or neglect, may be refused and/or could be subject to a restocking fee (typically 20%). We expect each return to be in “In the Same condition as when they left our store”. We reserve the right to allow our insurers to act as intermediaries where necessary. If instrument is returned within this policy the buyer ( purchaser) Agrees to pay for the delivery and return Capped at £250.00 pounds each way. This means the purchaser agrees to pay £500.00 pounds covering collection and delivery.
In some circumstances we may by offer of goodwill extend the 30 days to the point at which we are made aware that you are unhappy with the instrument, In that situation we would apply a 10% re-stocking fee and the capped transport fees too. in the event you wanted to swap for a different instrument we would be happy to do so with only the cost of transport to be paid.
If a piano purchased in store is to be exchanged, then any difference in price must be paid if the price of the exchange piano is higher, but if the exchange piano is cheaper then any surplus can only be credited as store credit, and not refunded.
Damages
If a piano or instrument is returned damaged We will assess the cost of repair and this will be removed from the amount we referred you.
In the event The piano or instrument is subjected to any damp, mold or other Fungus Which has caused any damage or is visible on the inside or on the exterior we will deduct the cost of a professional to come out and treat it.The cost of this treatment is £450.00 Which will also be deducted from any refund due. Damp and funguses cause significant damage if left untreated As they can damage and rot Wood and other components within a piano or instrument.
Non-ground Floor Deliveries
If your address has more than 2 steps leading to the property entrance, or requires 1st floor or higher for delivery, then a surcharge will be applied.
You will be asked to provide us with pictures and measurements of the access/delivery issues for our expert delivery team and a price will be calculated for you and a member of the South West Pianos team will be in touch to let you know the cost.
Please email hello@southwestpianos.co.uk with all pictures and measurements required. If your property has a lift installed and the piano can successfully fit inside, then no additional fee will be applied.
Price Match
Here at South West Pianos we are delighted to try and match any legitimate UK based music retailers quote. Despite being a relatively new piano specialist business, South West Pianos has over a decade worth of experience in the industry and are confident our prices won’t be beaten.
Furthermore, all of our acoustic pianos are meticulously checked before delivery and all of us here at South West Pianos do not believe in cutting any corners. We also offer a bespoke custom voicing and regulation service to suit your pianos new environment to ensure optimum action performance for your instrument, completely free of charge!
Chat with our sales staff today and find out why it is so important that you purchase a piano from a piano specialist and not a general music store.
We will even try and beat other quotes, all whilst refusing to compromise on standards. Please complete the below form to allow us to investigate this for you.
As we pride ourselves on exceptional customer service, we will ensure we get back in touch with you on the same day.
Price matches are always dependent on stock availability and manufacturer price increases.
Terminology
Different suppliers, Factories and technicians will use different terminology for the same product. From refurbished, Certified refurbished, Remanufactured and even remade. All of these terms are used to describe a piano that has been a playable standard by a refurbishment Facility. As a general rule of thumb piano’s all have key bushings replaced, Key rail felt replaced, Hammers refaced and voiced All work which could be deemed as warranty work completed. Some Manufacturers will provide certificates, These can vary in design. Please note, Any warranty is held with us directly And well parts or supporters needed we will seek this directly from the manufacturer directly. In some cases where a specific color or model is required we may Supply you with the piano which has been certified by a factory but has come from a broad rather than in the UK. and example of this could be a Yamaha or Kawai certified refurbished pianoThat has come via China or Japan instead of through the UK network. This does not affect your warranty held with us or the quality of the instrument.
Roots of origin
We work with manufacturers directly, however sometimes we choose to purchase from other dealers and sources both in and outside of the UK. We do this to ensure that we have a fair and varied selection of pianos, This does not affect any warranty Or quality of the instrument. All our instruments are inspected thoroughly before leaving our showroom.