Shipping and Returns Policy

Last updated: November 2026

1. Shipping and Delivery

We aim to ensure that all pianos and products are delivered safely and securely.

  • Delivery arrangements will be agreed with the customer at the point of purchase.

  • Delivery costs will be confirmed before an order is completed.

  • Smaller items will be dispatched using an appropriate delivery service, with tracking provided where available.

  • Larger items, including pianos, will be delivered by specialist piano movers or an agreed transport provider.

  • Delivery times are estimates and will be confirmed with the customer wherever possible.

  • Customers will be contacted to arrange a suitable delivery date and time.

We currently deliver within the United Kingdom. Please contact us for delivery enquiries outside this area.

2. Returns and Refunds

If you change your mind about a purchase, please contact us as soon as possible.

For eligible online purchases, consumers have the right to cancel their order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, please contact us in writing at:

Email: info@thepianorestorer.co.uk

Following notification of cancellation, goods should be returned within 14 days. Refunds will be issued using the original payment method, subject to applicable legal requirements.

Unless the goods are faulty or incorrectly supplied, the customer is responsible for the direct cost of returning the goods.

3. Faulty or Damaged Goods

If your order arrives damaged, faulty or not as described, please contact us as soon as possible.

We will work with you to resolve the issue in accordance with your statutory consumer rights.

Customers are not expected to accept goods that are faulty or damaged.

4. Bespoke and Commissioned Work

Items made to a customer’s specifications or clearly personalised may be exempt from the standard 14-day cancellation right, where the relevant legal conditions are met.

This may include certain bespoke restoration, refinishing or commissioned work.

5. Contact

For any questions regarding shipping, delivery, returns or refunds, please contact:

The Piano Restorer Limited

Email: info@thepianorestorer.co.uk

Website: www.thepianorestorer.co.uk