At De Pianoque, we take pride in delivering high-quality digital pianos that meet your expectations. However, if you receive a defective or damaged product, we are happy to assist you with a refund request.

1. No Refunds for Change of Mind

We do not offer refunds or exchanges if you change your mind after making a purchase. Please review all product details carefully before placing your order.

2. Refund Eligibility (Defective or Damaged Items Only)

A refund request will only be accepted under the following conditions:

• The item received is damaged, defective, or not functioning properly.
• You report the issue to our Customer Service within 24 hours of receiving the item.

Returns will not be accepted in the following cases:

• Minor cosmetic imperfections that do not affect functionality.
• Items showing signs of use, damage, or wear due to customer handling.
• Items returned without original packaging, manuals, accessories, or warranty cards (if applicable).
• Items that have been modified, repaired, or altered by third parties.

3. How to Request a Refund

Step 1: Contact Us

• Email depianoque.my@gmail.com within 24 hours of receiving the product.
• Include your order number, a description of the issue, and clear photos/videos of the defect or damage.

Step 2: Return Authorization & Packing Requirements

• If your request is approved, we’ll issue a Return Authorization (RA) number and return instructions.
• Items must be returned in their original packaging with all accessories.
• Take photos of the item inside its original packaging and the outer box before shipping.

Step 3: Shipping the Item Back

• The defective item must be returned to us within 7 days once the refund request is accepted.
• De Pianoque is not responsible for any lost return shipments.

Step 4: Refund Processing

• After receiving and inspecting the returned item, we’ll process your refund within 5-7 business days.
• Refunds will be issued via the original payment method or exchanged for an item of equal value, based on availability.
• Depending on your bank, refunds may take 8-15 business days to reflect in your account.

4. Important Notes

• Do not return items to the sender’s address on the package — this may delay processing.
• Items must be unused and returned with all original packaging and contents.
• If we don’t receive your return, we cannot process a refund.
• Exchanges/replacements are subject to product availability.

For questions, please WhatsApp us at +6011-5783 8250.