Returns & Refund Policy

Returns

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at [email protected] If your return is accepted, we will send you instructions on how and where to send your package. 

Goods which prove unsuitable may be returned for refund, credit or exchange if they are notified within 14 days of receipt, subject to the following conditions:

• Returns may be subject to a 20% handling fee
• Items are returned carriage paid.
• Items are received in a resalable condition.
• Items should be returned unused in their original condition in order to secure a refund.
• Items are returned complete with all packaging in good condition. (We reserve the right to levy a charge to replace product packaging which is damaged or defaced).
• We cannot accept any items which have been specially ordered for you or manufactured to your specification for return.
• All returns are to be accompanied by the senders name and address, account number, order reference number (these are found on the invoice), invoice number and reason for return. Please help us to help you.
• We cannot accept responsibility for returned parcels which are undelivered, please retain your proof of postage etc., you may require it on the event of a claim with your carrier.
• Items returned after 14 days from receipt will be considered on a case by case basis and may be subject to an additional charge of not less than 10%.

PianoMaestro is not responsible for any labour charges incurred during fitment or removal of allegedly faulty (or incorrectly supplied) parts.
Please advise our Customer Service Department of any problems with shortages or carrier damage within 14 days of receipt. We regret that beyond this time, due to circumstances beyond our control we may be unable to process your claim.
*Fees are not applicable for refund due to out-of-stock order cancellation. (See Out of Stock / Backorders)

You can always contact us for any return question at [email protected].

GUARANTEES / WARRANTY

PianoMaestro warrants its product for a period of one year from the date of purchase. PianoMaestro will carry out, free of cost, any repairs to our products that are reasonably necessary to correct any fault in the operation of your PianoMaestro product provided that such a fault is directly attributable to a defect in the workmanship or materials used in the manufacture of the part(s). This warranty is void if the product is misused, altered, tampered with, or is installed or used in a manner that is inconsistent with PianoMaestro’s written recommendations and/or installation instructions. Labour and consequential costs are excluded.

TITLE

Ownership or Title to the product shall not pass to the buyer until the company has received payment in full. In the event that sums owing in respect of other items ordered remain due, apportionment by this company shall take place without prejudice to the right to retain title or ownership in respect of all goods ordered.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exchanges 
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected]

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll automatically refund your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

All returns must be shipped at:

135 Bamfield Road, Warehouse LG20, Heidelberg West, VIC, 3081, AUSTRALIA 

You can always contact us for any return or refund questions at [email protected]

Shipping

To return your product, you should mail your product, with RMA number and copy of the receipt, to: 

135 Bamfield Road, Warehouse LG20, Heidelberg West, VIC, 3081, AUSTRALIA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

You can always contact us for any return or refund question at [email protected]

Call us: +61 (03) 8669 1461