“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 Venables Pianos (us/we) whom your contract of sale is with. Our associates, suppliers and contractors (movers, tuners, technicians, engineers, polishers) 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”.

In this document, we define processes in the order, fulfillment and service in a general purchase of a piano, principally “in store”. Under the distance selling regulations, items purchased online (not in store) for delivery ground floor mainland UK (excluding remote locations) which you have not inspected at our premises, are subject to a returns policy as detailed in the document/page “returns“. Some elements of this terms and conditions document may not therefore apply.

Stock Status

We clearly detail the stock status of our pianos as promptly as is possible. Definitions are “in stock” and “available to order”.

“In stock” signifies item is either at our showrooms or in our warehouse facility. Typically, in stock is “on display” in our showroom. Rarely will there be multiple units of same model immediately in stock, therefore it is possible that a customer order online could occur momentarily before another online order or in-store purchase, or vice-versa. In such case we will notify you and advise of the lead time from order. Any monies paid would be immediately refundable should you choose to cancel your order in this instance.

“Available to Order” signifies item is out of stock but may be ordered and will typically be available to us within 2 weeks from order. We will clarify this at the time or your order or your enquiry.

Order and Payment

Your order is required to allocate stock and request delivery schedules for planning delivery. A 30% deposit is required for items which are “available to order”. Full payment at time of order if item is “in stock”. Exceptions can be made if you would prefer to pay a deposit by card and balance by transfer, provided full payment is cleared before dispatch. We understand that you may require some time to access funds, arrange finance or instruct transfers, hence a deposit being a minimum payment requirement at the time of order. For card payments via phone or online (not in store) we will only accept cards registered to the delivery address – which must be mainland UK. Else, bank transfer or card in store (chip and pin). Cards accepted are Visa, Mastercard, Maestro, Visa Debit. No processing fees are charged by us.

Piano Delivery

The delivery of your piano is carried out by our appointed piano moving specialists (movers). When the item is classed as “dispatched” 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”.

For online orders, we may reserve the right to decline provision of delivery as part of the purchase in case of: remote delivery; non-standard ground floor mainland UK; time constraints; delivery outside of our typical service area; additional means required i.e. hoist, ramp, crane, scaffold, platform, window/door removal. In such case, if “Free Ground Floor Mainland UK Delivery” (standard) is advertised, we will subsidise the supply price by the value of standard delivery and the transport of the goods is to be arranged between yourself and specialist carriers. Such costs are expressly not refundable or reimbursable by Venables Pianos in any case of return or replacement of goods.

Piano Tuning, Servicing or Repairs

Piano tuning, servicing or repairs is carried out by Venables Pianos’ associates 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.

Returns

Please refer to our “Returns” page.

Guarantee

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.

Refunds

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.

Pricing

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.

Insurance

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.

Finance

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.