Return Policy | Kawai Pianos

These policies apply exclusively to instruments purchased directly from Kawai America at kawaius.com. For instruments purchased through an authorized dealer, please contact that dealer directly regarding their return and exchange policies.

15-Day Return Policy

15 Days from Delivery

Changed your mind? No problem. We accept returns on instruments within 15 days of delivery — no questions asked. To be eligible, the instrument must be returned in its original packaging and in new, unplayed condition.

Instrument must be in new, unplayed condition

Original packaging and all included materials must be included

Accessories (bench, headphones, cables, etc.) are not eligible for return

Original shipping charges are non-refundable

Return shipping costs are the responsibility of the customer

Arrived Damaged?

Report Within 5 Days

If your instrument arrives with visible or concealed damage from shipping, please report it within 5 days of delivery. When shipping damage is confirmed, return shipping and replacement are on us.

To report shipping damage, contact our support team with:

Your model and serial number

Your original order number

Photos of the damage — both the instrument and packaging

Defective Instrument

Report Promptly

In the rare event your instrument doesn't perform as expected, reach out to us as soon as possible. A product specialist will assess the issue and, if a defect is confirmed, we'll arrange repair or replacement at no cost to you — including shipping both ways.

Reach our product specialists:

Visit our Technical Support page →

Please have your model, serial number, and order number ready when you contact us.

How to Return

Contact Support

Visit our Technical Support page and submit a request with your model, serial number, and original order number. Our team will review your request and send return instructions within 1–2 business days.

Pack Your Piano

Repack the instrument securely in its original box and all original packaging materials. Proper repackaging is required — instruments that arrive damaged due to inadequate packaging may not be eligible for a full refund.

Ship It Back

Once you've shipped the instrument back to us using a trackable carrier, email us the tracking number. We'll send a confirmation as soon as we receive and inspect the return.

Receive Your Refund

Once the instrument passes inspection, your refund will be issued to your original payment method within 5–10 business days. Your refund will reflect the full purchase price minus original and return shipping costs.

Refunds

Refund method

Original payment method only

Processing time

5–10 business days after inspection

Shipping deducted

Original and return shipping costs are non-refundable

Inspection required

Instrument must pass condition inspection before refund is issued

Exclusions

The following are not eligible for return or exchange:

Accessories — benches, headphones, cables, and other add-ons

Instruments not purchased directly from kawaius.com

Instruments returned after 15 days from delivery (unless damaged or defective)

Instruments returned in played, damaged, or altered condition

Instruments missing original packaging or materials

Contact Us

Questions about a return or need to start the process?

Get help from our support team →

You can also reach us by mail: Kawai America Corporation, Attn: Returns, 2055 East University Drive, Rancho Dominguez, CA 90220

This policy applies to instruments purchased directly from kawaius.com only. For warranty information, visit our warranty registration page. For dealer purchases, contact your dealer directly.