Terms and Conditions

“We will always be fair and reasonable in our conduct and not be neglectful, but be upholding in our goodwill and sustain our positive reputation.”

The supplier is Chris Venables Pianos / Venables Pianos (us/we) whom your contract of sale is with. Our associates, suppliers and contractors (movers, tuners, technicians, engineers, polishers) are not employed but are instructed by us to carry out service as necessary in line with their own terms and liability. Details of which are available on request. The goods/item/product may be defined as the “piano”.

Piano Delivery

The delivery of your piano is carried out by our appointed piano moving specialists (movers) and not by Venables Pianos. When the piano “despatched” the movers have collected from our premises and will contact you to arrange a delivery date which is subject to change and in line with their schedules as a part load unless a paid-for (exclusive) special delivery has been agreed. The movers may often provide an approximate time. Ground floor, easy access is assumed and means no tight turns, stairs, groups of more than 4 consecutive steps, parking restrictions, soft ground/gravel, steep slopes, vehicle restrictions. A surcharge will be payable and notice is required for any of the above. Reasonable access and flexibility in terms of delivery dates and timings is necessary owing to the specialist nature of piano moving and scheduled runs. We accept no liability or responsibility for delays, damage, injury or consequential loss because of piano delivery service provided by the movers. A charge will be made for re-arranging delivery if loaded delivery is aborted or failed due to an oversight on your part, such as not being in for movers or there being an undisclosed restriction of delivery such as not being the assumed “ground floor easy access”.

Piano Tuning, Servicing or Repairs

Any piano tuning, servicing or repairs is not carried out by Venables Pianos unless expressly stated. Tuning, servicing or repairs is by default carried out by associates of Venables Pianos on our instruction. Missed appointments will mean forfeiting any free tuning/post-delivery tuning service and a charge being made for reappointing. This will be chargeable by the tuner directly at their discretion. Reasonable access must be made for tuning such as 2 hours of undisturbed time with no noise. A fair degree of flexibility is politely requested in accommodating the tuner’s appointment date and time, owing to the varied timings of a piano tuning.


Pianos are typically prepared by Venables Pianos before despatch. Our pianos are available to try before you buy at our piano showrooms – hence us being a bricks and mortar piano shop and not a warehouse operation. If you chose to order without visiting for approving, you accept that you are not expecting a trial period for trying or approving the instrument in your premises. If the piano is from our physical stock (not to order, customised, bespoke-prepared or a clearance model) ordered remotely (not in person) and a model we routinely stock, under the distance selling regulations, we will allow a return should you chose not to accept the piano – being returned to us in exactly the same condition supplied full and complete – subject to a 20% restocking fee and the actual transport costs for the delivery and collection being deducted from refund, strictly subject to your notice to us within 14 days of delivery and allowing fair and reasonable access to the movers for the collection promptly.


Any guarantee provided is as per accompanying guarantee terms and conditions for the specified duration from date of delivery and would be parts and labour (mainland UK only); excluding wear and tear; excluding strings and felts; excluding tuning and maintenance; excluded from neglect or misuse or unsuitable location/environment; subject to proper maintenance (regular tunings: at least 6 monthly; and servicing: at least every 3 years); not for commercial or institutional use unless expressly stated; claims authorised by us or our appointed technicians at our discretion and not retrospectively.


Absolutely full payment before despatch. At point of order, a 30% deposit is required by cleared funds to secure stock availability and provisionally schedule preparation where possible. Balance payable by cleared funds before despatch once piano is prepared for despatch and then delivery forecast scheduled. Cards accepted remotely (card not present) subject to card being registered to recipient at delivery address only – otherwise must be in store or by bank transfer. Cash/cheque not accepted. Transfers to be cleared in our account at least 3 working days before delivery. Unless otherwise agreed, credit cards (not debit cards) will incur a 1.25% processing fee solely to cover the actual charge made by the card processing agent to us from your payments. We do not charge for the credit card processing when making your 30% deposit, but the charge may apply to the remaining 70% balance is using credit card. At the time of writing these terms, we accept (mainland UK) Visa, Mastercard and American Express credit cards and Visa Debit and Maestro Debit cards. Bank Transfer is accepted to our bank account as detailed on our invoice document to you at the time of order. Full ownership rights remain with Chris Venables Pianos until goods are paid for in full.


All refunds must be made to the payee and in the same method as paid – if possible. In the unlikely event that your piano is significantly delayed beyond our reasonable control (supplier delay or mover’s delay) and you chose to cancel your order before delivery – we will refund all monies paid. If the piano is damaged or faulty, and beyond repair within a reasonable time, we will offer a refund or exchange at our discretion. Where a refund is an option, your right to a refund or exchange diminishes also in line with time from initial supply. This does not affect your statutory rights. We reserve the right to collect and refund if we feel that a repair is not possible or economical at our discretion, and an exchange is either not accepted by yourself or is not possible or economical.

Cancellation of Order

We reserve the right to cancel your order at our discretion. If we are unable to provide the correct item, of the agreed specification, at the agreed price, within the agreed terms or quoted timeframe – before delivery – you are entitled to cancel your order and receive a full and immediate refund.


Advertised and quoted prices are assumed and intended to be correct at the time of writing however in the case of an error being made, we reserve the right to advise and correct the error before delivery – with your consent, unless you chose to cancel your order and receive a full and immediate refund. In the case of a supply being made from our supplier’s stock (manufacturer/distributor) – and not from our own stock – and there is an unexpected increase in wholesale cost to us, we reserve the right to cancel your order and issue a full and immediate refund without obligation to supply.


Venables Pianos, our appointed movers, have public liability and goods in transit insurance. Details on request.

Special offers and Promotions

All special offer and promotions are assumed to be independent of each and not available in conjunction with each. All subject to change, withdrawal without notice, at our discretion. Geographic restrictions may apply. May apply strictly to select products only and from stock whilst stocks last. Not available or claimable retrospectively. Not in conjunction with finance offers.


Any offer of finance is strictly subject to status, terms and conditions and will require a credit check to be performed by the finance company or appointed agent. Finance is provided by the lender through a retail finance arranger and not by Venables Pianos. Venables Pianos do not receive a financial reward or commission for the finance. Finance may not be available in conjunction with any other offer or promotion. Strictly mainland UK only and finance taken out by the recipient registered to the delivery address. Typically, 30% deposit required. Details on request. Subject to change and withdrawal without notice. At our discretion and at the discretion of the lender and/or the finance company and/or their appointed agent.

Errors and omissions excepted.