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REFUND POLICY

RETURN & EXCHANGE POLICY

Last Updated October 1, 2023

 

JB Piano Company is committed to providing the best in customer satisfaction and stands by its products. Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us at the Com[any at info@jbpiano.com.

 

This policy applies to customers who:

  • walk-in,

  • call-in,

  • online,

  • and

  • third party. 

Who are we?

Founded in 1954 in San Rafael California by expert piano technicians Leonard Jared and Stephen Binion, The J-B Piano Company is the oldest piano restoration shop on the West Coast. Glenn Woodruff started working with Leonard and Stephen in 1976. He became a partner four years later and in 1986, the owner. Glenn taught his two sons the craft and Cameron Woodruff is now part owner.

Our restoration department has always been integral to our business and has been what sets us apart from many other Piano showrooms. We are technicians and enthusiasts that truly know pianos and can provide services on a level that many other piano showrooms cannot. We are excited about the collection of pianos we have, encompassing world class and high-end product, ranging from very affordable to top of the line. Every piano we offer is special. We care about matching our clients with the right one; whether they are a seasoned artist or a family just starting out with their first piano. 

 

Processing

Preparation of your order will begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the company or third party.


Third Party Delivery (not JB Piano Deliveries)

For third party delivery issues, please contact the delivery company directly. You can contact their order-issue line or visit their website. Every piano is shipped with the utmost care. It should follow the same handling process:

1. First we take pictures of the piano from all angles.
2. Close the lid and lock it if possible.
3. Cover the keys (if there's no lid) and pedals in moving blankets. 
4. Cover the entire piano in moving blankets. 
5. Hoist the piano onto a four-wheeled dolly.
6. Never place a piano on its back to move it. This increases the likelihood of damage to the internal components.
7. Allot at least 2 hours to move a piano, on top of the time you’ll need to load. Preparation is key here.
8. Measure all doorways and hallways the piano will be traveling through to ensure it will fit easily, and so you can make alternative plans if required.
9. A piano needs at least 3-5 people; to prevent the piano from tipping or falling.
10. Load piano first, and unload it last.
11. Once the piano is securely mounted on a four-wheeled dolly, gently roll it by tilting the front edge upwards to clear any thresholds, bumps, or other raised segments.
12. When rolling a piano down a ramp, position two movers at the front end of the piano to bear its weight. Position a third helper at the back end of the piano to control its movement.
13. When rolling a piano up a ramp, position two movers at the back of the piano so they can push it, and one helper at the front of the piano to guide its movement. Have a fourth helper at the side of the piano to stabilize it in case it starts to tip over.
14. Be sure to firmly secure the piano inside the moving truck. Roll it up against the back wall of the truck, right up against the cabin, with the keyboard side facing the wall so that the backside is exposed. Remove the four-wheeled dolly, which might break loose and roll around in transit, and position the piano on a piece of plywood to add stability and help cushion it from bumps and vibrations. Fasten the piano lengthwise to the support bars or railings using moving straps. 
15. For the safest ride, double or triple fasten a piano. It should not be able to shift more than 1 inch in any direction.

If you feel that your piano was not shipped properly, please contact the handler directly.


Order Errors

If you receive an item that is different from your receipt, we sincerely apologize. Please call us or your third-party delivery company as soon as you notice that there was an error in your order.

• For credit card payments, we will issue a cancel payment on the order with an error and recharge the corrected amount.

• For cash or check payments, you will be asked to pay the difference of the balance if the new order has a greater value than the order received in error. In the same way, you will receive the difference of the balance back as credit for the new item if less than the item received in error. In some cases, we may offer you a credit in the form of a gift card. In all cases, please return the order in the original condition use correct handling procedures. 

We will not accept returned items that have not been handled correctly.


Order Incomplete

In the rare occasion that you do not receive your complete order that is on your receipt, we will make it up to you. Please call us as soon as you notice that any items were not received in your order. You may cancel the missed item before we process it without any question, and we will refund the amount to a credit card or we will refund you with a credit in the form of a gift card for future services.


Dissatisfaction

We build our items to order with only the best materials in mind for our customers. We take great care and pride in all of the items we sell. Refunds, replacement, and/or trde-up items are available upon request for orders in which the item is wrong, omitted and other similar circumstances. Refunds are not typically provided for items that a customer simply does not like.

If 25% or more of the item has been modified or damaged, we cannot issue any discount, refund or credit. If any item has been discarded, tampered with or handled incorrectly, then we cannot verify its origin or issue and cannot issue any discount, refund or credit.

 
Cancel Order

Sorry, we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is processed. We cannot provide any refund or store credit for items once processed.


Cancelling Delivery

We cannot cancel if an order is already in progress and on the delivery route. If the driver made a reasonable effort to contact you after arriving at your requested location, you will not be eligible for a delivery refund.
 

Pick Up Orders

We strive to prepare and package our pick up items to preserve the high quality of the item. To help ensure this, please arrive at the scheduled time confirmed by the company to ensure your order is picked up and prepared according to our handling requirements, if relevant. If you are going to arrive after the confirmed pick-up time, please provide notification 15 minutes prior to the pick up time. If the customer arrives after the pick up time, without notifications, no refund will be issued.

For More Information

Please feel free to contact us at: 540 Irwin Street, San Rafael, CA 94901. Tel: 415.456.9280

Changes to this Statement

J-B Piano Company will occasionally update this Refund Policy to reflect company and customer feedback. J-B Piano Company encourages you to periodically review this statement to be informed of how J-B Piano Company is operating. 

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