Order Acceptance and Cancellation

Before placing an order, the customer must check the product description carefully.  By placing an order for a product or service, the customer agrees that they have read, understood and are bound by the Terms and Conditions of Sale and understand all policies made available on https://www.pianogallery.ae/. On cancellation or refund due to any reason. The Piano Gallery has the right to charge 5% on the total amount as a bank fee.  

Order Acceptance 

• After placing an order, the customer will receive an Order Confirmation e-mail from The Piano Gallery acknowledging that the order has been received. Please note that this does not mean that the order has been accepted. 
• The order constitutes an offer to The Piano Gallery to buy a product, products, service or services as advertised. All orders are subject to acceptance by us.    
• The Piano Gallery reserves the right, at its sole discretion, to refuse or cancel any order for any reason whatsoever.
• If The Piano Gallery decides not to accept all or part of the order, The Piano Gallery will not be obliged to supply any (other) product(s)/service(s) which may have been part of the order.
• Additional verification or information may be requested before accepting any order.
• The Piano Gallery will contact the customer if all or any portion of the order is cancelled or if additional information is required to accept the order.
• If the order is cancelled after the credit card has been charged, the said amount will be reversed back in the credit card account. No cash disbursement shall be made under any condition whatsoever.  Please see Product, Pricing and Payment policy for further information. 
• Once the order leaves the warehouse, the customer will be notified by e-mail of the estimated arrival date and tracking number (if applicable). It is the responsibility of the customer to ensure that they are present at time of delivery.  Please see Delivery policy for further information. 
• All orders received before 12pm, will be processed the same day.
• All orders received after 12pm, will be processed the following day. 

Order Cancellation by Customer 

• The Piano Gallery hopes that customers are super excited about the order placed.
• All sales are final, no exchange or return will be offered for a change of heart, incorrect order or if the item is an unwanted gift.
• Log straight into ‘My Account' and click on the order the customer wishes to cancel.
• If the customer is within the cancellation time frame, the customer will see the option to ‘Cancel’ the order. Simply select it, use the drop-down box to say why the customer wishes to cancel and the customer will get a message to confirm if the order cancellation has been successful.
• If the customer does not see the ‘Cancel’ option, it’s too late to use the service.
• All orders have the following cancellation time frame: 

Delivery Type	Cancellation Time Frame
Standard	1 hour
Premium	15 minutes
Standard International	1 hour
Premium International	15 minutes

 

• If a cancellation notice is received within the stated cancellation time frame, The Piano Gallery will cancel the order and refund the amount after deducting bank charges.
• If a cancellation notice is not received within the cancellation time frame, the order can unfortunately not be cancelled.
• The Piano Gallery has the full right to decide whether a cancellation notice has been received within the stipulated cancellation time frame. The customer agrees not to dispute the decision made by The Piano Gallery and accepts The Piano Gallery’s decision regarding the cancellation.  

Return of Payment 

• Depending on which payment method the customer selected at checkout, the time it takes for the money to become available again can vary: 

• Credit or Debit Card - the payment provider will reserve the funds ready for The Piano Gallery to take. The customer may notice the amount on the bank statement with a 'Pending or Reserved status'. 

• Return of payment will be done by bank transfer, minus any bank charges.
• On cancellation or refund due to any reason. The Piano Gallery has the right to charge 5% on the total amount as a bank fee. 
•  The Piano Gallery aims to process all refunds within 14 days .   
• If the funds have not been released after 10 working days, please contact the Customer Care team at info@pianogallery.ae and the team will look into this further.