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EMAIL: shacklefordpianos@gmail.com   PHONE: 0800 032 9919
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Terms and Conditions

Terms and Conditions

1. As pianos are mechanical musical instruments and are susceptible to changes due to variations in heat and humidity, stresses of stringing tension, and degradation contributed to by regular usage, the purchaser is expected to follow our warranty guide to how to care for your piano. (See item 4)

2. When purchasing the piano via e-commerce or by phone order where the description of the product is reliant on pictures of the item(s) viewed on our website or sent to the customer via email, accompanied by written or verbal description. If the item arrives not as described or not as you expect it to be you will receive a full refund of any payments, this refund is only available upon arrival and refusal of the item. Refund will be by company check addressed to the original purchaser or BACS payment into the original customers preferred bank account. Any deposits made reserving an item enter the purchaser into a legal obligation for purchase of that product. The deposit for the item is only refundable for up to 24 hours after the payment has been processed. Any deposit refund outside of the 24 hour period is non refundable.

Card payments made when not present - All card details are destroyed when the transaction is complete.

3. Returns & Damaged Goods

All piano orders are prepared to play to the highest possible standard prior to dispatch. With new items the appearance is carefully checked prior to dispatch and again upon delivery by our specialists trained expert delivery service. At this time the recipient will be asked to inspect the item and sign a declaration stating that the order has arrived in acceptable condition. Goods damaged in transit and not in acceptable condition may be returned to be expertly repaired or replaced with the same type of product.

When goods are delivered by post or not by our own expert delivery service the customer has 24hours to report damage to their received goods. We will require photographic evidence of the damage sent to us via email. All items damaged in transit will be expertly repaired or replaced with the same type of product. Shackleford Pianos cannot be held responsible for damage reported after the initial 24 hour reception period.

4. Our warranty and how to look after your piano

At Shackleford pianos, we offer a guarantee on all of the pianos that we sell.

The length of this warranty will vary dependant on the piano, but the minimum will be five years. You will be advised of the length of your warranty. Our guarantee covers any technical fault that you may encounter with your piano however, any fault due to misuse, problems encountered from not having the piano serviced regularly and any problems caused due to excess or inconsistent heat, cold or moisture will not be covered by our warranty.

To ensure that your piano is covered by our warranty it must be serviced by a representative of Shackleford Pianos, along with this, please follow our tips on how to take care of your piano:

Even if your piano is not used it will go out of tune. Make sure you have your piano tuned every six months.

Avoid humidity. The best humidity level to keep a piano at is around 60%

Avoid placing your piano near a radiator or against an outside wall, near open fireplaces or log burners.

Avoid water damage. Keep vases, pot plants, cups of tea etc away from the piano.

When you clean your piano use a micro fibre cloth. Do not use furniture polish.

The best temperature to keep your piano at is between 21 - 24c The worst thing you can expose a piano to is extremes of heat and humidity. For example, if you go away for a few days and let your house freeze, then come home and put your heating on high, expect piano problems. Instead, slowly introduce heat into the room.

Our beginner's pianos are all at A440 concert pitch, respond to a grade 5 playing standard, and are guaranteed for three years against any technical problems. These are ideal pianos to get started on. If you then decide within the first three years that you love the piano so much you want to upgrade to a better model, we will give you what you paid for your beginner piano (less transport costs) as a trade in value on your upgraded piano. All we ask is that you follow the guidelines above and this will maintain the warranty.

5. Billing conditions

We use Sage Pay to collect/process transaction information. Please see their security policy http://www.sagepay.co.uk/policies/security-policy. Sage Pay is a secure online payment system fully integrated with our Bigcommerce website. All payment processes are fully PCI compliant and are made to us within 2 days through Sage Pay. We rigorously monitor all payments made online through Sage Pay. Should we need to refund you for your item, we can make a full refund within 5 days of the agreement.

Card payments made when not present - All card details are destroyed when the transaction is complete.

Customers details will not be passed onto any third party.

6. Advertising Features and Cookies

This website uses Google Analytics remarketing features and cookies to provide users with information more specifically related to their interests. All users may opt-out of these features if they prefer not to see personalised ads. Please refer to the following information from Google, should you wish to change your ads settings. Google is also a member of the NAI (Network Advertising Initiative) which provides a consumer opt-out service

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Terms of Service   |   Warranty   |   Delivery   |   Installation Tune   |   3 Year Buy Back Plan

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Shackleford Pianos Limited is a company registered in England and Wales with company number 06426390, VAT no. 925 945 295.