Terms & Conditions

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A limited parts & labor guarantee is offered on most pianos that we sell. This includes parts with mechanical defects, in addition to the labor to replace any such mechanically defective parts, providing your  coverage includes any labor within a specified time frame of 6-months, 1-year, 2-years, 3-years, or 5-years.

Parts included within our guarantee include the following mechanical action parts: hammers,  shanks, strings, wippens,  action flanges, repetition levers, dampers, damper heads, damper wires, damper felt, keytops, back checks, and action bushings.

If your piano is sold with a parts guarantee and a part with a mechanical  defect is identified within the specified time frame of coverage, from  the date of sale, the buyer must take two actions to file a claim:

1) Notify us via e-mail at pianocare  [at] hotmail [dot] com.
AND
2) Call us direct at (877) 742-6610 (PIANO-10) or (949) 350-5550 to inform us of the issue with the part in question.

The buyer will work with a local RPT (Registered Piano Technician)  or other local, qualified piano technician whom Royal Piano Works designates, who will (1a) identify the defective part in question and  (1b) provide pictures and a video to us, (2) locate a replacement part, and to (3)  install that part.
 

This warranty is ONLY VALID, FIRST, (1) AFTER YOU CONTACT US CONCERNING THE  ISSUE, and SECOND (2) AFTER WE DESIGNATE and ASSIGN A LOCAL RPT or QUALIFIED PIANO TECHNICIAN to WORK WITH YOU. 

The buyer is responsible to (a) pay the piano technician and (b) to provide us a copy of the paid invoice.

THE  PIANO TECHNICIAN WHOM WE DESIGNATE MUST SUBMIT A VIDEO TO US, TO  IDENTIFY THE DEFECTIVE PART IN QUESTION (Video #1) AND TO CONFIRM THE  COMPLETION OF ANY WARRANTY LABOR WORK, FOR YOUR CLAIM TO BE VALID (Video  #2).

VIDEOS MUST BE SUBMITTED TO US via e-mail (above) with a link to YouTube, DropBox, or other video enabled hosting service. 

ABSOLUTELY  NO CLAIMS SHALL BE PAID IN WHICH A VIDEO IS NOT SUBMITTED TO US, FIRST, TO CLEARLY and ACCURATELY SHOW (1) THE DEFECTIVE PART IN QUESTION, AND  SECOND, (2) THE SUCCESSFUL COMPLETION OF ANY PART(S) INSTALLED BY THE  PIANO TECHNICIAN WHOM WE DESIGNATE TO REPAIR THE PIANO. NO EXCEPTIONS SHALL BE GRANTED UNDER THESE CLAIM GUIDELINES.

This  guarantee does not cover any and all parts considered to receive normal  use, wear, and tear, does not include maintenance tasks such as tuning, voicing, and action regulation. 

The structural components of the piano are not included within this guarantee. 

These components include but are not limited to the cast iron plate; entire soundboard; soundboard ribs; bass bridge;  bass apron; tenor and treble bridges; pinblock; the piano's inner and outer cabinet; the inner or outer rim of the piano; or any other supporting or non-supporting structural component, in whole or in part, is not be included within this guarantee.

This warranty only covers mechanically defective part(s) in question, whereas any neighboring parts are not covered. 

Example #1: If a string were to break, the warranty covers the part(s) cost of the  repair or replacement of the one (1) broken string, but does not cover  replacing any unbroken neighbor strings, or all 220+ strings.  

Example #2: If a hammer shank were to break, and the hammers are found to have a  flat surface and string grooves on its crown, due to use and wear, the  guarantee will not cover the broken hammer shank, due to any alleged  "hard use" of the piano. This is considered "wear and tear". 

Example #3:  If string keeps slipping out of tune, and the piano technician finds  the tuning pin to be loose, a new tuning pin of a larger size shall be exchanged. If more than 70% of tuning pins are found to be of a low  torque, disabling the piano to stay in tune for any longer than a few  months, tuning pin(s) shall be replaced with a pin of a larger size. If  over 85% of tuning pins are loose, a new set of larger pins shall be  provided to the customer. Labor costs shall be paid by the customer.

This coverage does not apply to certain pianos for sale in 'as is'  condition, which may be a piano listed for sale on behalf of a consignor,  such as a family selling their piano through our company, or an  unrestored piano offered at a reduced or a discounted price, or pianos that we are selling directly without a parts guarantee.

The client agrees to release from any liability, to indemnify and to hold harmless Royal Piano Works and any of its contractors, employees, suppliers, affiliates, or anyone  connected to or working on behalf of the Company in anyway, from any  alleged liability, injury, or loss - direct or indirect, tangible  or intangible - resulting from the use of any piano sold, traded, or  picked up on behalf of the Client, before, during, and/or after the  Company has picked up and/or delivered the piano to and/or from the  Client's address. 

RETURNS:  

All returns are subject to a 15% restocking fee. The client must pay the return shipping cost of any piano returned to Royal Piano Works, including any piano refused upon its delivery, or any piano returned under any warranty or guarantee claim(s) whatsoever, and/or any return back to the client. Absolutely No Exceptions. 

The Client agrees to pay for any and all legal costs associated with any disputes over this agreement, including but not limited to any attorney fees, court costs, and filing fees. This agreement shall be governed by the laws of California in Santa Ana, CA USA.