Warranty

Return, Refund & Warranty Policy
Effective Date: January 1, 2023

At Terence, we are committed to delivering high-quality musical instruments and a reliable customer experience. We stand behind our products with a 30-day return & exchange policy and a comprehensive warranty and after-sales support system, ensuring a worry-free purchase.

Warranty Coverage

Warranty Period

  • Main Unit (Digital Pianos / Keyboards / Metronomes): 12 Months
  • Accessories (Power Adapter, Sustain Pedal, Headphones, Music Stand, etc.): 180 Days

What We Provide

  • Free repair or replacement for non-human-caused defects
  • Free replacement parts within warranty
  • Technical support and troubleshooting guidance

Important Notes

  • The warranty period starts from the delivery date or order completion date (whichever comes first)
  • For replacement units, the warranty continues from the original order date; if the remaining period is less than 6 months, a minimum of 6 months will be provided
  • Warranty does not cover damage caused by drops, impact, liquid exposure, improper use, or unauthorized modification
  • Replacement parts provided outside warranty include a 90-day limited warranty

Return Policy (30 Days)

You may request a return or exchange within 30 days of receiving your order.

Eligibility

  • Product must be unused and in original condition
  • All packaging, accessories, and manuals must be included

Returns for Quality Issues

  • Products with confirmed non-human defects are eligible for refund or replacement

Return Shipping Costs

  • Non-defective returns: Customer is responsible for shipping
  • Defective products: Terence covers shipping

Exchange Policy

Free Exchange for Quality Issues

  • Available within 30 days of delivery
  • Product must have functional defects and no visible damage
  • Issue must be confirmed as non-human damage

Exchange Process

  • Contact our support team
  • Provide order number and issue details
  • Follow instructions to complete the exchange

Repair & After-Sales Support

Remote Troubleshooting

  • Email or video guidance for quick issue resolution

Free Parts Replacement (Within 180 Days)

  • Applies to natural defects (non-human damage)
  • Includes: sustain pedal, power adapter, headphones, music stand
  • Human-caused damage is not covered

Local Repair Reimbursement

  • Customers may visit local repair shops or service platforms
  • Terence provides technical guidance
  • Partial or full reimbursement may be offered based on the case

Return-to-Warehouse Repair

  • For major issues, products can be returned for repair or replacement

How to Request Support

  1. Email us at support@terenceofficial.com
  2. Provide:
    • Order number
    • Description of the issue
    • Photos or videos (if applicable)

Important Notes

  • Returned items must include all accessories and original packaging
  • Free gifts must also be returned or may be deducted from the refund
  • Do not send returns without authorization
  • Report damaged items within 24 hours of delivery
  • Terence is not responsible for unauthorized returns

Non-Covered Situations

  • Damage caused by misuse, accidents, or improper handling
  • Missing or damaged serial numbers
  • Products beyond warranty period
  • Force majeure (fire, lightning, etc.)
  • Unauthorized repairs or modifications

Need Help?

If you have any questions, feel free to contact us:

📧 support@terenceofficial.com