Online Store

This policy applies to purchases made online at https://www.pianogallery.ae/ only.  If a product or instrument is not returned according to the Returns, Exchange and Refund policy, The Piano Gallery is under no obligation to accept the return, exchange or refund of any product or instrument.  The Piano Gallery reserves the right to final decision and approval of all returns, exchanges and refunds. 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. 

Faulty or Damaged Product/Instrument 

• The Piano Gallery hopes that the customer is happy with every purchase. All products/instruments go through careful quality checks before leaving the warehouse however sometimes products may have underlying manufacturer faults or maybe be damaged in the delivery process. 
• Faulty products/ instruments are classified as:
• The product/instrument is defective upon testing the product/instrument
• The product/instrument was damaged in transit
• A manufacturer advice requests that a product/ instrument be returned
• The customer must complete the Online Return Form and return the product/ instrument within 7 days of delivery with the original invoice and/or receipt. Returns will be delayed if the original invoice is not included with the return.
• If the return is not initiated and the Online Return Form is not completed and received within 7 days of delivery, the product/ instrument can unfortunately not be returned or exchanged and the product/ instrument will be subject to the manufacturer or The Piano Gallery warranty if any.
• All returned products/instruments are subject to a quality check to ensure the product/ instrument is returned in its original condition, assessment and repair, if applicable. Original condition is defined as no visible scratches, no visible use and no visible damage.   
• If the product/instrument is deemed to be faulty, by the The Piano Gallery Service Technician, due to the misuse or mishandling of the product/instrument, the customer will be liable to pay any repair costs including the pick-up and re-delivery (if applicable).
• In the unlikely event that The Piano Gallery cannot provide a replacement product/instrument of the same brand and model, The Piano Gallery will provide the customer with alternative options, of a similar product, for exchange.
• In the case of an exchange, the total cost of the new product/instrument must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new product/instrument is greater than the value of the exchange, the customer must pay the balance.
• Subject to this Returns, Exchange and Refund Policy, upon approval of the faulty product/instrument by the The Piano Gallery Service Technician and if there are no alternative options, The Piano Gallery will process a refund by bank transfer for the total amount of the faulty product/ instrument.
• The Piano Gallery aims to process all refunds within 14 days. Please note that the bank may need additional time to post the money to the account.     
 

Incorrect or Unwanted Product 

• The Piano Gallery hopes that the customer is happy with every purchase however The Piano Gallery understands that sometimes customers may want to exchange for a different product/instrument.
• The customer must complete the Online Return Form and return the product/instrument to the branch of purchase, within 7 days of purchase with the original invoice and/or receipt.
• For products/instruments delivered by the The Piano Gallery Delivery Team, the customer must complete the Online Return Form within 7 days of delivery.
• If the return is not initiated and the Online Return Form is not completed and received within 7 days of purchase or delivery, the product/instrument can unfortunately not be returned or exchanged.
• All returned products/instruments are subject to a quality check to ensure the product/ instrument is returned in its original condition, assessment and repair, if applicable. Original condition is defined as no visible scratches, no visible use and no visible damage.   
• If the product/ instrument is deemed to be faulty, by the The Piano Gallery Service Technician, due to the misuse or mishandling of the product/instrument, the customer will be liable to pay any repair costs including the pick-up and re-delivery (if applicable).
• In the unlikely event that The Piano Gallery cannot provide a replacement product/instrument of the same brand and model, The Piano Gallery will provide the customer with alternative options, of a similar product, for exchange.
• In the case of an exchange, the total cost of the new product/instrument must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new product/instrument is greater than the value of the exchange, the customer must pay the balance.
• For incorrect items sent by The Piano Gallery , the cost of the pick-up and re-delivery will be free of charge. For incorrect or unwanted items ordered by the customer, the customer will be liable to pay any pick-up and re-delivery costs (if applicable).  
• In case of refund, all refunds (minus any bank charges and any pick-up or re-delivery fees, if applicable) will be credited to the customer's The Piano Gallery Online Store account, to be used at https://www.pianogallery.ae/ for future online purchases. Credit cannot be used in-store. 
• If the product/instrument was delivered to the customer by the The Piano Gallery  Delivery Team, for example, an acoustic drum set, the cost of the delivery, pick-up and re-delivery (if applicable) will be charged to the customer.
• The Piano Gallery aims to process all refunds within 14 days of receiving the returned product/instrument.

New Pianos 

This policy applies to purchases of new Piano’s only.  The Piano Gallery only accepts returns through the returns process set out below.  If a piano is not returned according to the Returns, Exchange and Refund policy, The Piano Gallery is under no obligation to accept the return, exchange or refund of any piano.  The Piano Gallery reserves the right for final decision and approval of all returns, exchanges and refunds.

Faulty Piano 

• The Piano Gallery hopes that the customer is happy with every purchase. All piano’s go through careful quality checks before leaving the warehouse and upon delivery however sometimes new piano’s may have underlying manufacturer faults.
• Faulty pianos are classified as:
• The piano is defective upon the customer testing the piano at home
• A manufacturer advice requests that a piano be returned
• The customer must complete the Piano Return Form within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by the The Piano Gallery delivery team.
• If the return is not initiated and the Piano Return Form is not completed and received within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by the The Piano Gallery delivery team, the piano can unfortunately not be returned or exchanged and the piano will be subject to the manufacturer or The Piano Gallery warranty, if any.
• Upon receipt of the Piano Return Form, the Customer Care team will either send the The Piano Gallery Service Technician to the customer’s home to assess and repair the fault; or the piano will be collected from the customer for assessment and repair.
• The piano must be returned in original condition. Original condition is defined as no visible scratches, no visible use and no visible damage.
• Before collection or upon receipt of the piano, a quality check will be conducted by the The Piano Gallery Service Technician to ensure the piano is returned in its original condition.
• If the piano is deemed to be faulty, by the The Piano Gallery Service Technician, due to a manufacturers fault and can be repaired by the The Piano Gallery Service Technician, the piano will be repaired. If the piano was delivered to the customer by the The Piano Gallery Delivery Team, the cost of the pick-up and re-delivery will be free of charge.
• If the piano is deemed to be faulty, by the The Piano Gallery Service Technician, due to the misuse or mishandling of the piano by the customer, the customer will be liable to pay any repair costs including the delivery, pick-up and re-delivery cost (if applicable).
• If the piano is deemed to be faulty, by the The Piano Gallery Service Technician, due to a manufacturers fault and cannot be repaired by the The Piano Gallery Service Technician, a replacement piano will be provided. If the piano was delivered to the customer by The Piano Gallery Delivery Team, the cost of the pick-up and re-delivery will be free of charge.
• In the unlikely event that The Piano Gallery cannot provide a replacement piano of the same brand and model, The Piano Gallery will provide the customer with alternative options, of a similar piano, for exchange.
• In case of exchange, the total cost of the replacement piano must equal the value of the exchange. Partial refunds will not be given.  If the cost of the replacement piano is greater than the value of the exchange, the customer must pay the balance. 
• Subject to this Returns, Exchange and Refund Policy, upon assessment and approval of the faulty piano by The Piano Gallery Service Technician and if there are no alternative options, The Piano Gallery will process a refund by bank transfer for the total amount of the faulty piano (minus any delivery charges, if applicable).
• The Piano Gallery aims to process all refunds within 14 days of receiving the returned piano. Please note that the bank may need additional time to post the money to the account. 
 

Incorrect or Unwanted Piano 

• The customer must complete the Piano Return Form within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by The Piano Gallery delivery team.
• If the return is not initiated and the Piano Return Form is not completed and received within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by The Piano Gallery delivery team, the piano can unfortunately not be returned or exchanged.
• Upon receipt of the Piano Return Form, The Piano Gallery Service Technician will review the information provided and call the customer to discuss options, next steps and pick-up of the piano if required.
• The piano must be returned in original condition so that The Piano Gallery can resell. Original condition is defined as no visible scratches, no visible use and no visible damage.
• Before collection or upon receipt of the piano, a quality check will be conducted by The Piano Gallery Service Technician to ensure the piano is returned in its original condition.
• In case of exchange, the total cost of the new piano must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new piano is greater than the value of the exchange, the customer must pay the balance.
• If the piano was delivered to the customer by The Piano Gallery Delivery Team, the cost of the delivery, pick-up and re-delivery (if applicable) will be charged to the customer.
• The Piano Gallery aims to process all refunds within 14 days of receiving the returned piano.

Used Pianos  

This policy applies to purchases of used Piano’s only.  The Piano Gallery only accepts returns through the returns process set out below.  If a piano is not returned according to the Returns, Exchange and Refund policy, The Piano Gallery is under no obligation to accept the return or refund of any piano.  The Piano Gallery reserves the right for final decision and approval of all returns, exchanges and refunds.  

Faulty Piano 

• The Piano Gallery hopes that the customer is happy with every purchase. All used piano’s go through careful quality checks before leaving the warehouse and upon delivery however as they are not brand new piano’s, some parts may falter over time.
• Faulty used pianos are classified as:
• The piano is defective upon the customer testing the piano at home
• The customer must complete the Piano Return Form within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by The Piano Gallery delivery team.
• If the return is not initiated and the Piano Return Form is not completed and received within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by The Piano Gallery delivery team, the piano can unfortunately not be returned or exchanged and the piano will be subject to the manufacturer or The Piano Gallery warranty, if any.
• Upon receipt of the Piano Return Form, the Customer Care team will either send the The Piano Gallery Service Technician to the customer’s home to assess and repair the fault; or the piano will be collected from the customer for assessment and repair.
• The piano must be returned in original condition. Original condition is defined as no visible scratches, no visible use and no visible damage.
• Before collection or upon receipt of the piano, a quality check will be conducted by The Piano Gallery Service Technician to ensure the piano is returned in its original condition.
• If the piano is deemed to be faulty, by The Piano Gallery/Used Piano Service Technician, due to a manufacturers fault and can be repaired by The Piano Gallery /Used Piano Service Technician, the piano will be repaired. If the piano was delivered to the customer by The Piano Gallery /Used Piano Delivery Team, the cost of the pick-up and re-delivery will be free of charge.  
• If the piano is deemed to be faulty, by The Piano Gallery /Used Piano Service Technician, due to the misuse or mishandling of the piano by the customer, the customer will be liable to pay any repair costs including the delivery, pick-up and re-delivery cost (if applicable).
• If the piano is deemed to be faulty, by the The Piano Gallery /Used Piano Dubai Service Technician, due to a manufacturers fault and cannot be repaired by The Piano Gallery Service Technician, a replacement piano will be provided. If the piano was delivered to the customer by the The Piano Gallery Delivery Team, the cost of the pick-up and re-delivery will be free of charge.
• In the unlikely event that The Piano Gallery /Used Piano Dubai cannot provide a replacement piano of the same brand and model, The Piano Gallery /Used Piano Dubai will provide the customer with alternative options, of a similar piano, for exchange.
• In case of exchange, the total cost of the new piano must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new piano is greater than the value of the exchange, the customer must pay the balance.    
• In case of refund, all refunds (minus any delivery charges) will be credited to the student’s account or given as store credit.
• The Piano Gallery aims to process all refunds within 14 days of receiving the returned piano. Please note that the bank may need additional time to post the money to the account. 
 

Incorrect or Unwanted Piano 

• The customer must complete the Piano Return Form within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by the The Piano Gallery delivery team.
• If the return is not initiated and the Piano Return Form is not completed and received within 7 days of purchase for piano’s taken directly from the branch or within 7 days of delivery for piano’s delivered by the The Piano Gallery delivery team, the piano can unfortunately not be returned or exchanged.
• Upon receipt of the Piano Return Form, The Piano Gallery Service Technician will review the information provided and call the customer to discuss options, next steps and pick-up of the piano if required.
• The piano must be returned in original condition so that The Piano Gallery can resell. Original condition is defined as no visible scratches, no visible use and no visible damage.
• Before collection or upon receipt of the piano, a quality check will be conducted by The Piano Gallery Service Technician to ensure the piano is returned in its original condition.
• In case of exchange, the total cost of the new piano must equal the value of the exchange. Partial refunds will not be given.  If the cost of the new piano is greater than the value of the exchange, the customer must pay the balance.    
• If the piano was delivered to the customer by The Piano Gallery Delivery Team, the cost of the delivery, pick-up and re-delivery (if applicable) will be charged to the customer.
• The Piano Gallery aims to process all refunds within 14 days of receiving the returned piano.