Return & Refund Policy

At Terence, we want every customer to feel confident when choosing a digital piano for home practice. If there is a problem with your order, please contact us first so we can review your case and provide the most suitable solution.

For all return, refund, replacement, or warranty requests, please contact:

support@terenceofficial.com

Please include your order number, the email used for the order, and clear photos or videos if the issue is related to product damage, missing parts, or a product defect.

1. Return Window

We accept return requests within 30 days of delivery.

To be eligible for a return, the item must be in its original condition, with all original accessories, manuals, packaging materials, and the original box included.

Returned items must be packed safely to prevent damage during return shipping.

Please contact us before sending any item back. Returns sent without prior approval may not be accepted.

2. Quality Issues or Product Defects

If your Terence product arrives defective, does not work properly, or has a confirmed quality issue, please contact us as soon as possible.

Examples of product quality issues may include:

  • The product cannot power on
  • Keys, pedals, ports, speakers, or major functions do not work properly
  • The product is significantly different from the description
  • Essential accessories are missing
  • The product arrives with functional damage caused during shipping

After verification, Terence may provide one of the following solutions:

  • Troubleshooting support
  • Replacement parts or accessories
  • Repair support
  • Product replacement
  • Partial refund
  • Full refund, where appropriate

For confirmed product quality issues, Terence will cover the necessary return, repair, or replacement shipping costs where required.

3. Shipping Damage

Please inspect your package and product as soon as possible after delivery.

If your order arrives damaged, please contact us within 48 hours of delivery and provide:

  • Photos of the outer shipping box
  • Photos of the shipping label
  • Photos or videos of the damaged product
  • Photos of the inner packaging materials
  • Your order number

This helps us verify the issue with the carrier and provide a faster solution.

Depending on the damage, Terence may offer replacement parts, partial compensation, product replacement, or a refund.

4. Returns Due to Personal Preference

If you would like to return the product for reasons not related to product quality, such as:

  • You changed your mind
  • You ordered the wrong model
  • You do not like the feel, size, weight, or sound
  • The product does not fit your space
  • You no longer need the product

You may request a return within 30 days of delivery, provided that the product is in original condition and includes all accessories and packaging.

For non-quality-related returns, the customer is responsible for return shipping costs.

Original shipping costs, remote area surcharges, expedited shipping fees, and other non-standard shipping charges are non-refundable where permitted by law.

5. Return Address

Please do not return the product to the address on the shipping label without contacting us first.

Because Terence products may be shipped from different warehouses or fulfillment partners, the correct return address depends on your order region and product model.

After your return request is approved, our support team will provide the correct return instructions and return address.

Returns sent to the wrong address may result in delays or may not be eligible for a refund.

6. Condition of Returned Products

Returned products must include:

  • The piano or product itself
  • All original accessories
  • Power adapter
  • Pedal or pedals, if included
  • Music stand, bag, cables, or other bundled items, if included
  • Manuals and documents
  • Original packaging and protective materials

We may refuse a return or deduct a reasonable amount from the refund if the product is:

  • Damaged due to misuse
  • Missing accessories
  • Missing original packaging
  • Returned in unsafe packaging
  • Heavily used beyond normal inspection
  • Altered, modified, or repaired without authorization

7. Refund Processing

Once we receive and inspect the returned item, we will notify you whether the refund is approved.

If approved, the refund will be issued to your original payment method.

Refund processing time depends on your payment provider, bank, or credit card company.

Please note that it may take several business days for the refund to appear in your account after it has been processed.

8. Exchanges and Replacements

For confirmed product issues, Terence may offer a replacement product or replacement parts instead of a refund.

If you ordered the wrong model and would like to exchange it for another model, please contact us. The customer may be responsible for return shipping and any price difference between models.

9. Order Cancellation

If you need to cancel your order, please contact us as soon as possible.

If the order has not yet been shipped, we will do our best to cancel it and issue a refund.

If the order has already been shipped, it may need to be processed as a return after delivery.

10. Non-Returnable Situations

Returns may not be accepted in the following situations:

  • The return request is made after the allowed return window
  • The product was damaged by misuse, accident, improper storage, or unauthorized repair
  • The product is missing major accessories or original packaging
  • The product was purchased from a third-party seller or marketplace not operated by Terence Official
  • The item was clearly marked as final sale, open-box, refurbished, or clearance, unless it has a confirmed quality issue

This does not affect any statutory rights that may apply under local consumer protection laws.

11. Regional Consumer Rights

This policy is designed to provide a clear return and refund process for Terence Official customers.

Customers in certain regions, including the United Kingdom and the European Union, may have additional statutory rights under local consumer protection laws. Nothing in this policy is intended to limit or exclude rights that cannot be limited or excluded by law.

12. Contact Us

For all return, refund, exchange, or warranty questions, please contact:

support@terenceofficial.com

Please include:

  • Your order number
  • The email address used for the order
  • A clear description of the issue
  • Photos or videos, if the issue involves damage, missing parts, or product defects