Refund policy

PianoCherry Refund and Return Policy

At PianoCherry, we are committed to providing high-quality home and kitchen essentials. We understand that issues may occasionally arise, and we strive to ensure a smooth, transparent, and fair return and refund process for all our customers. Please carefully review our policy below.

1. Returns and Refunds for Customers

We want you to be fully satisfied with your PianoCherry purchase. Our return and refund process is designed to handle specific situations with efficiency.

Return Request Period

48-Hour Notification: To ensure we can properly assess any issues, you must notify us within 48 hours of receiving your product.
Requests submitted after this 48-hour window may not be accepted.

Return Eligibility

Damaged or Defective Products: If a product is damaged or defective upon arrival, the customer must provide an unboxing video clearly showing the damage. This video is mandatory for us to assess the situation. Complaints must be submitted within 48 hours of delivery.
Missing Items: If any items are missing from your order, an unboxing video must be provided showing the contents of the package clearly. Notify us within 48 hours so we can investigate. If confirmed, we will issue a refund for the missing item(s).

Refund Approval Criteria

Refunds will be processed based on the following:

Damaged or Defective Products: Upon confirmation via the unboxing video, a full or partial refund will be processed based on our approval. Note: No returns or refunds can be processed for electronic items.
Missing Items: If we are unable to fulfill the missing item(s), a refund for those specific items will be issued.

Return Shipping

Customer’s Responsibility: The customer is responsible for the cost of return shipping. We recommend using a reliable shipping service with tracking to ensure the safe return of the product to PianoCherry.

Rejection or Denial of Parcel

If a customer rejects or denies acceptance of a parcel after it has been dispatched, the following deductions will apply:

Shipping Charge: Two times (2x) the original shipping charge will be deducted. This covers both the forward and reverse shipping costs incurred by the brand.
These deductions will be made from the total amount before any refund is issued.

Refund Process

Once your return is received and inspected, PianoCherry will notify you regarding the approval or rejection of your refund.

Approved Refunds: Payment will be applied to the original method of payment within 7 days of approval.
Condition: Refunds are only issued if the product is unused, undamaged, and in its original condition with the original packaging.

2. Non-Returnable Items

Certain items are not eligible for return or refund, including:

Products that have been used, opened, or damaged by the customer.
Products explicitly marked as "Non-Returnable" in the product description.
Electronic Products.

3. How to Process a Return/Refund

Contact the PianoCherry support team within 48 hours of receiving your order.
Submit the unboxing video and any relevant supporting documentation (photos, order ID) for assessment.
Once the return is approved, follow the provided instructions to ship the item back to our facility.
After we receive and verify the product, we will issue the refund or replacement as previously communicated.

4. Shipping Costs

Shipping charges are non-refundable under all circumstances, regardless of the reason for the return. This includes both the initial shipping fees and any costs incurred for returning the product to us.