Terms & Conditions

Warranty

Our warranties at Thompson Pianos cover many different elements of the piano, the most important being the structural integrity of the instrument.

We cover all of the major parts of an acoustic instrument such as the soundboard, bridges, iron frame and rest plank. If any issues occur with any of these parts within a warranty period then Thompson Pianos will offer the following:  A full refund or an alternative instrument or, if the issue is more minor, a repair to be carried out in your home. 

All of our instruments under £1,500.00 are guaranteed for at least 1 year.  We offer a 2-year warranty on instruments priced between £1,500.00 - £2,500.00 and a 3-year warranty on instruments priced above £2,500.00. We also offer an extended warranty for all those customers requiring extra peace of mind, this allows you to extend your warranty for an additional 3 years at a cost of £250.00.

Please note that general wear and tear is not covered by Thompson Pianos, this includes sun fading and regulation and tuning. These are all elements that are part and parcel of owning an acoustic instrument.

Sticky keys may occur during the first few weeks of ownership, which is mainly due to humidity changes and fluctuations in room temperature. This is a common occurrence with some acoustic instruments and can be easily rectified by a local piano tuner/ technician and is usually part of their standard tuning service. If you come across any of these issues, then please contact us via info@thompsonpianos.co.uk and we’d be delighted to help put you in touch with a reputable piano tuner who covers your area.

All acoustic pianos, whether new or used, are likely to need tuning after 6 weeks from delivery; this is known as the ‘settling in period’. It is advised that you get your piano tuned by a reputable piano tuner/ technician. If you need any help in finding a piano tuner then, as above, please let us know via info@thompsonpianos.co.uk and we will do our best to assist you.

We also recommend the ‘Pianoforte Tuners Association’. Having your piano tuned by a PTA Member gives you peace of mind that the work is carried out to the highest standard, ensuring an accurate, stable and lasting tuning. Please visit www.pianotuner.org.uk for more information.

All warranties are taken extremely seriously at Thompson Pianos and we only make these available if proper care of the instrument is taken.  It is very important that you keep the piano in an environment that does not vary in temperature and averages between 18°C and 21°C. You will also need to ensure you keep the piano within an environment that is between 40% -70% humidity.  If you are uncertain of how to do this then basic humidity devices can be purchased online for between £8.50 - £15.00.  If you have any questions or need any advice regarding this, please get in touch via info@thompsonpianos.co.uk.

Avoid underfloor heating at all costs unless you have purchased a special piano heat deflector mat, which can be purchased through Thompson Pianos.

Returns/Exchange Policy

Thompson Pianos check all instruments thoroughly before delivery. In the unlikely event that your instrument is faulty we will endeavour to get the issue resolved with one of our piano technicians immediately or offer an alternative instrument. If you simply just change your mind and would rather a different piano all together that is equally fine; we pride ourselves on being here to help, so don’t panic! We’ll do our very best to find you an alternative.

Thompson Pianos do not accept returns for non-faulty goods after our 30-day money back guarantee period has lapsed, excluding transport fees.

Delivery

Our expert piano delivery team carry out all of our customer deliveries.  Every customers address is different, so we may ask you a few questions about access before delivery.  We charge £125.00 within a 50-mile radius of WV15 6NU.

We operate on a tier radius system when calculating deliveries, please find this breakdown below:

These prices are based on simple ground floor deliveries.  If you have any more than 2 steps, obstacles, or tight turns this figure will be re-assessed.

If you have any questions regarding your delivery, please contact us on 07554 381 801 or email us at info@thompsonpianos.co.uk

Non-ground Floor Deliveries

If your address has more than 2 steps leading to the property entrance, or requires 1st floor or higher for delivery, then a surcharge will be applied. 

You will be asked to provide us with pictures and measurements of the access/delivery issues for our expert delivery team and a price will be calculated for you and a member of the Thompson Pianos team will be in touch to let you know the cost.

Please email info@thompsonpianos.co.uk with all pictures and measurements required.  If your property has a lift installed and the piano can successfully fit inside, then no additional fee will be applied.

Price Match

Here at Thompson Pianos we are delighted to try and match any legitimate UK based music retailers quote. Despite being a relatively new piano specialist business, Thompson Pianos has over a decade worth of experience in the industry and are confident our prices won’t be beaten.

Furthermore, all of our acoustic pianos are meticulously checked before delivery and all of us here at Thompson Pianos do not believe in cutting any corners.  We also offer a bespoke custom voicing and regulation service to suit your pianos new environment to ensure optimum action performance for your instrument, completely free of charge! 

Chat with our sales staff today and find out why it is so important that you purchase a piano from a piano specialist and not a general music store.

We will even try and beat other quotes, all whilst refusing to compromise on standards. Please complete the below form to allow us to look into this for you.

As we pride ourselves on exceptional customer service, we will ensure we get back in touch with you on the same day.

Price matches are always dependent on stock availability and manufacturer price increases.