Customer Support

Returns & Exchange
Information

Returns and Exchange Policy

At Merriam Pianos, we want to ensure you are completely thrilled with your new instrument. While we strive to help customers select the best piano for their needs, sometimes an instrument fails to live up to expectations.

No matter the situation, our customers always have options to ensure they're satisfied, whether purchasing a beginner keyboard or a premium acoustic piano. Sometimes these include the option for refund, store credit, or exchange, and in other cases we may address problems through on-site solutioning depending on the circumstances.

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You have 45 days from the date of your purchase to ensure your instrument or accessory meets your expectations. If for any reason the product isn't the right fit for your musical needs, our team is here to help you find a better solution or facilitate a return.

Keep Your Original Packaging

To qualify for a return or exchange, all items must be sent back to our facility in their original boxes, including all internal structural packaging and foam. We strongly recommend holding onto all crates and cartons for the duration of the 45-day period. Returns sent in non-original packaging or missing internal materials may be refused, or subject to additional restocking fees.

Exchanges

If within 45 days of receiving your product you wish to exchange for another product of equal or greater value, please first contact our team at pianos@merriammusic.com. Once you've decided on the exchange, please package and return the original product to us. We will apply a 100% credit to a new product, and you'll only pay for the return shipping cost and any difference in price. Products can only be exchanged once.

Refunds

If you wish to return the product within 45 days of receiving it, first contact our team at pianos@merriammusic.com to discuss the situation. After receiving instructions and authorization from our team, please carefully repackage your product in the original packaging, complete with all accessories, manuals, and cables, and ship the product at your cost. A 15% restocking fee will apply to all refunds.

Damaged Goods / Defective Units

If a product arrives with obvious damage, or becomes substantially unusable within the first 15 days, we will immediately replace the product with a new one. Please contact us to coordinate the return, and keep/use the original packaging.

Acoustic Pianos

Acoustic pianos are not easily returned, and doing so often incurs substantial costs for all parties. As a result, acoustic pianos are considered non-returnable under most circumstances.

Within the first 45 days of use, if you are unsatisfied with your acoustic purchase, please reach out to us so we can discuss solutions.

Exchanges

If within 45 days of receiving your product you wish to exchange for another product of equal or greater value, please first contact our team at pianos@merriammusic.com. We will apply a 100% credit to a new product, and you'll only pay for the return shipping cost and any difference in price. Acoustic pianos can only be exchanged once.

Voicing & Regulation

In many cases, a piano's character and musical behavior can be influenced by hammer voicing and action regulation, when performed by a qualified technician. If it's determined that an instrument's performance is lacking below an acceptable industry standard, Merriam Pianos will cover the cost of a remedial visit.

Refund

While extremely rare, if Merriam Pianos determines that we are unable to resolve a serious deficiency in your piano's performance through technical work or repair or exchange, a full refund may be offered. If no deficiency exists, and a customer still wishes to return the piano due to a personal preference, Merriam Pianos may, at our sole discretion, decide to issue a refund, with the customer responsible for the return delivery fee as well as a restocking fee of up to 25%.

Common Issues with Acoustic Pianos

Common issues following an initial delivery and setup, regardless of condition (new/used) or age:

Minor Scuffs or Scratches on High-Polish Surfaces
A small amount of fine surface etching is normal, even on new finishes. However, deep scratches, uneven surfaces or bubbling, or scuffing which changes the color or sheen of the piano's finish is not normal and would be resolved by an on-site technician visit.
Stiff or 'Stuck' Keys
It is very common for piano keys to go through an adjustment period when changing environments, which can sometimes create more friction in the balance and contact points with the rest of the piano. These are resolved easily during the first in-home technical visit.
Minor Buzzes or Ringing

On upright and grand pianos, strings can experience slight changes in placement and tension due to transportation and changes in temperature and humidity. These are also resolved during the first in-home technical visit.

First time acoustic buyers: The top two octaves of most acoustic pianos (approx) don't have any dampers, which means these notes will ring freely. This is intentional, but nonetheless surprising to some new owners.