Returns Policy — Markson Pianos

Last updated: April 2026

At Markson Pianos, we want you to be completely delighted with your purchase or hire. We understand that choosing a piano is a significant decision, and we are committed to making the process as straightforward and transparent as possible. This policy outlines your rights and our procedures for returning products and cancelling services.

This policy is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and any other applicable UK consumer legislation. If any part of this policy conflicts with your statutory rights, your statutory rights prevail.

If you purchase a piano remotely, online or by telephone, without having seen and played it in person at our showroom, you have the right to cancel your order within 14 calendar days from the day after you receive the piano, in accordance with the Consumer Contracts Regulations 2013.

To exercise this right, you must notify us in writing, by email to info@marksonpianos.com or by post to our showroom address, within the 14-day period.

Important conditions for piano returns:

• The piano must be returned in the same condition as delivered. Pianos are large, delicate instruments, and any damage incurred during the return period, including damage from moving, environmental exposure, or misuse, may reduce the refund amount.
• You are responsible for the cost of return transportation. Given the specialist nature of piano transport, we can arrange collection on your behalf at our standard transportation rates, which will be deducted from your refund.
• The piano must be returned in its original packaging, where applicable, and with all accessories, stool, and documentation included with the purchase.
• Once we receive and inspect the returned piano, we will process your refund within 14 days to the original payment method.

If you have viewed and played the piano in our London showroom before purchasing, the 14-day distance-selling cancellation right does not apply, as you have had the opportunity to inspect the instrument in person.

However, we want every customer to be satisfied:

• Within 7 days of delivery: If you are not fully satisfied with your showroom purchase, please contact us. We will work with you to find a solution, whether that is a replacement instrument, an exchange for a different model, or, at our discretion, a refund. Any return shipping costs will be at the customer’s expense.
• Exchange option: We offer an exchange programme. If you wish to swap your piano for another instrument from our stock within the first 30 days, we will credit the full purchase price, minus any damage or depreciation, towards your new selection.

All new and pre-owned pianos purchased from Markson Pianos are covered by our minimum 5-year guarantee. If a defect in materials or workmanship arises within this period, we will repair or replace the piano at no additional cost.

This guarantee does not cover:

• Damage caused by improper maintenance, environmental conditions, including excessive humidity, temperature extremes, or direct sunlight, or accidental damage.
• Normal wear and tear, including tuning drift, felt compression, or string ageing.
• Damage resulting from unauthorised repairs or modifications.
• Issues arising from relocation of the piano by anyone other than Markson Pianos or our approved carriers.

To make a guarantee claim, contact us at info@marksonpianos.com with your proof of purchase and a description of the issue.

Accessories and piano stools purchased online or by phone may be returned within 14 calendar days of delivery, provided they are unused, in their original packaging, and in resaleable condition.

• Notify us by email at info@marksonpianos.com or by phone on 020 7935 8682 within the 14-day period.
• Package the item securely in its original packaging.
• Return shipping costs are the responsibility of the customer unless the item is faulty or not as described.
• We will process your refund within 14 days of receiving the returned item.

If an accessory or stool arrives damaged or develops a fault within the guarantee period, please contact us immediately. We will arrange a replacement or full refund, including covering return postage costs.

• Cancellation before delivery: If you cancel a hire booking more than 14 days before the scheduled delivery date, we will refund any deposit in full, minus an administration fee of £50. Cancellations within 14 days of delivery are subject to a cancellation charge of 50% of the total hire fee.
• Cancellation after delivery: Once a piano has been delivered for short-term hire, the hire fee is non-refundable. Early collection may be arranged, but no refund is available for unused hire periods.

• Minimum hire period: Our long-term hire agreements typically operate with an initial minimum hire period. Please refer to your specific hire agreement for details.
• Early termination: You may terminate a long-term hire agreement by providing 30 days’ written notice. There is no penalty for ending the hire after the minimum hire period. Ending the agreement before the minimum period has elapsed may incur an early termination fee, details of which will be specified in your hire contract.
• Hire-to-buy: If you are on a hire-to-buy scheme and decide not to proceed with purchase, simply return the piano in good condition at the end of your hire period. Hire payments already made are not refundable, but they are credited towards the purchase price only if you choose to buy.

Hire pianos must be returned in the condition in which they were delivered, fair wear and tear excepted. We will inspect the instrument upon return. Charges for damage beyond normal wear will be assessed and communicated to you before any deduction from your deposit.

• Appointments may be cancelled or rescheduled free of charge with at least 48 hours’ notice.
• Cancellations with less than 48 hours’ notice may incur a call-out fee of £50.
• If our tuner attends and is unable to complete the service due to the piano’s condition, which was not disclosed at the time of booking, the call-out fee applies.

• Restoration work is undertaken following a detailed assessment and written quotation. Once you accept the quotation and work begins, cancellation may incur charges for work already completed and materials already purchased.
• If you wish to cancel before work begins, please notify us as soon as possible. A full refund of any deposit will be provided, provided no work has commenced.

• Cancellation of a transportation booking requires at least 72 hours’ notice for a full refund of any deposit. Cancellations within 72 hours may be subject to a charge.

• Storage agreements may be terminated with 30 days’ written notice. We will arrange the return or onward delivery of your piano. Outstanding storage fees up to the date of collection remain payable.

Purchases made through our Take It Away 0% finance scheme, funded by Arts Council England, are subject to the terms of the finance agreement between you and the finance provider. Cancellation and return of a financed piano will also require cancellation of the finance agreement. Please contact us and the finance provider promptly to arrange this. We will assist where possible, but the finance agreement is a separate contract governed by its own terms.

• Refunds will be issued to the original payment method wherever possible.
• We aim to process refunds within 14 days of receiving and inspecting the returned item or instrument.
• For piano returns, the inspection may require our technician to assess the instrument’s condition, which may take up to 7 working days from receipt.
• Refunds for credit or debit card payments will appear on your statement within 5 to 7 working days after processing, depending on your card issuer.

If a piano or product arrives damaged or develops a fault:

1. Contact us immediately at info@marksonpianos.com or call 020 7935 8682.
2. Provide photographs and a description of the issue.
3. We will arrange inspection, repair, replacement, or refund as appropriate.
4. We will cover all reasonable costs associated with returning a faulty or damaged item.

Please report any damage within 48 hours of delivery so we can resolve the matter promptly.

We understand that choosing a piano is a deeply personal decision. If you would like to exchange your piano for a different instrument from our stock:

• Exchanges are available within 30 days of delivery.
• The piano must be in its original condition, subject to reasonable settling-in adjustments.
• Any price difference will be charged or refunded accordingly.
• Transportation costs for the exchange are the customer’s responsibility, unless the exchange is due to a fault with the original instrument.

If the piano or product was purchased as a gift, the recipient may exercise the cancellation and return rights described above, provided they can supply proof of purchase.

The following are not eligible for return:

• Custom-ordered pianos built to bespoke specifications, such as special finishes or custom modifications made at your request.
• Pianos that have been damaged through misuse, negligence, or unauthorised modification after delivery.
• Consumable items such as tuning tools, piano care products, or cleaning supplies once opened or used.

To start a return, cancellation, or exchange:

1. Email us at info@marksonpianos.com with your order reference, name, and reason for return.
2. Call us on 020 7935 8682 during business hours.
3. Visit our showroom at 7–8 Chester Court, Albany St, London NW1 4BU.

We will acknowledge your request within 2 working days and guide you through the next steps.

If you are dissatisfied with how we have handled a return or refund, please contact us in the first instance so we can attempt to resolve the matter. If we are unable to resolve your complaint, you may refer the matter to an alternative dispute resolution body or, for online disputes, the European Commission’s Online Dispute Resolution platform.

Your statutory rights are not affected by this policy.

For all returns, cancellations, and enquiries:

• Email: info@marksonpianos.com
• Phone: 020 7935 8682
• Address: Markson Pianos, 7–8 Chester Court, Albany St, London NW1 4BU
• Website: marksonpianos.com

We are here to help and will always aim to resolve matters fairly and promptly.