KAWAI PIANO WARRANTY & REPAIR
Acoustic Piano Warranty
Kawai acoustic pianos are supported by one of the strongest warranties in the piano industry, a TEN YEAR FULL WARRANTY.
There are two different types of warranties – full and limited. A Full Warranty guarantees that the manufacturer will stand behind the product, even to the point of full replacement if a problem cannot be corrected. By definition, a full warranty is transferable from one owner to the next. This means that the warranty remains in effect for the full period, regardless of owner, thereby enhancing the piano’s resale value if transferred to a new owner during the warranty period. A Limited Warranty places limits on the manufacturer’s legal responsibility to repair defects. Generally, limited warranties are not transferable. Kawai’s TEN YEAR FULL WARRANTY embodies our commitment to excellence. It is the “seal” of Kawai craftsmanship and the assurance of your satisfaction. Click here to download the Kawai acoustic piano warranty.
The Kawai acoustic piano warranty covers defects of materials and workmanship. If problems occur related to the piano’s original materials or factory assembly, such issues are covered under warranty. Normal wear and external forces beyond the control of the manufacturer are not covered.
Customers should retain their sales receipt or purchase statement as proof of the date of purchase. Please contact Kawai’s Technical Support Division (TSD) if you have any questions or concerns, or to request a copy of your warranty. Please fill out your warranty card and return it to Kawai.
Digital Piano Warranty
Kawai America Corporation and Kawai Canada Music offer the following warranties for Kawai digital pianos purchased from authorized dealers in the US and Canada.
Kawai CA, CN, CP, CS and NV Series products:
5 Years Parts and Labor – Click here to download warranty
Kawai CE, CL, EP, ES, KCP and KDP Series products:
3 Years Parts and Labor – Click here to download warranty
Kawai MP and VPC Series products:
3 Years Parts and 1 Year Labor – Click here to download warranty
Returning Merchandise
As an Authorized Kawai Dealer operating in North America, to return any serialized merchandise to Kawai, you must first obtain a Return Authorization (RA) Number from Kawai America’s Technical Support Department (TSD). An RA number is also required for any non-serialized electronic sub-assemblies sent to Kawai for repair. Non-serialized merchandise such as adaptors, headphones, case parts, or similar items do not require an RA number but still require pre-authorization from TSD.
The below conditions apply to Authorized Kawai Dealers in North America. Kawai Piano Owners may contact the Authorized Kawai Dealer from whom they purchased their instrument for advice.
Piano owners in the United States who purchased their Kawai digital piano through the Kawai Online Store at www.kawaius.com may refer to a set of policies located lower on the page: KAWAI AMERICA’S ONLINE STORE Digital Piano Policies.
NOTE: Acoustic pianos cannot be returned directly to Kawai from a retail customer (piano owner). The return authorization process must be facilitated through an Authorized Kawai Dealer.
- Warranty Defects. KAWAI will, at its option, replace an instrument only if repair is not possible. Contact TSD for approval to return defective units. Defective units may not be returned for credit but will be repaired.
When returning a defective electronic unit, be sure to include a short note describing the issue and what was done to correct the problem prior to your request for the RA. The RA number and serial number must be prominently displayed on the outside of the carton(s), or, for large open items such as a piano, noted on all documentation associated with the unit(s).
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Damage. Contact TSD for approval to return damaged instruments. Since shipping damage is not Kawai’s direct responsibility, we may discuss other options such as (a) filing a claim with the shipper or (b) parts replacement and labor reimbursement to repair damaged units. Damaged units may not be returned for credit but will either be repaired or replaced by TSD.
- Incorrect Product Received. As an Authorized Kawai Dealer operating in North America, should you receive an instrument that you feel was sent in error, please accept the shipment and contact TSD to arrange for the return of merchandise and shipment of the correct product. An RA number will be issued for the return which must be initiated by TSD. Kawai Piano Owners may contact the Kawai Dealer from whom they purchased their instrument for advice.
When returning a defective electronic unit, be sure to include a short note describing the issue and what was done to correct the problem prior to your request for the RA. The RA number and serial number must be prominently displayed on the outside of the carton(s), or, for large open items such as a piano, noted on all documentation associated with the unit(s).
UNITS RETURNED WITHOUT A RETURN AUTHORIZATION WILL BE REFUSED AND RETURNED TO THE SENDER.
Non-Warranty Repairs
All non-warranty repair charges for retail customer repairs must be charged to a valid credit card prior to shipment back to the customer. Completed non-warranty repairs are returned by Federal Express Ground unless special handling is requested. Shipping charges will be added to the invoice. Please do not include credit card information in any documentation enclosed with the returned unit. TSD will call for the credit card information when the work is completed.
Warranty Repairs
Warranty repairs are returned pre-paid via Federal Express Ground. Expedited handling (third day, second day or next day) is available by special request – but the owner will be responsible for any additional expense.
Carry-In Service
Product carried into our facility in Rancho Dominguez, CA for repairs must also have an RA number. Call or email TSD and obtain an RA prior to bringing in the unit. This policy includes Acoustic Pianos and Digital Pianos delivered by local dealers or via independent delivery services and piano movers. You or the movers must also call on or before the day of delivery to let Kawai know the time of arrival.
KAWAI AMERICA’S ONLINE STORE
Digital Piano Policies
Applicable in the USA-ONLY
Thank you for purchasing a Kawai digital piano from the Kawai online piano store. We hope you enjoy your new instrument for years to come. Below are the details of our return policies.
These policies outline the terms, conditions, and procedures for handling customer returns, shipping damage claims, and defective products related to Kawai digital pianos. It is important for you to adhere to these guidelines to ensure a smooth process and resolution.
These policies apply only to instruments purchased in the United States from Kawai America’s online store at kawaius.com. For purchases made from independent brick-and-mortar or Online retailers, please refer to the policies of those independent retailers.
Kawai America’s No-Questions-Asked Customer Return Policy
TERM: Requests for return of instruments purchased directly from Kawai America’s online store are accepted up to 15 days after receipt of the instrument. Accessories may not be returned.
To begin the return process please send us an email: sales@kawaius.com Please include the model, serial number, and the original order number.
CONDITIONS: You are required that the instrument be returned in its original packaging. Instruments must be received in new condition upon return to a Kawai distribution center.
FEES: Shipping charges to your location are not refundable. Return shipping charges are not refundable. Repair and restocking fees may apply to instruments improperly repacked for return.
RECOMMENDATION: You are encouraged, but not required, to insure the piano against return shipping damage.
Kawai America’s Shipping Damage Policy
If your instrument arrives with damage incurred during shipping, here is what to do.
TERM: Reports of shipping damage must be made within 5 days of receipt of the instrument.
CONDITIONS: Report physical/concealed damage to Kawai TSD (Technical Service Department) via email to service@kawaius.com. Attach supporting photos if possible. You may also call Kawai TSD (310-631-1771) ext 6867 during regular business hours, 8am – 5pm Pacific time, Monday through Friday. Please include the model, serial number, and order number when contacting Kawai TSD. Once TSD has been contacted, arrangements will be made to reconcile the shipping damages.
FEES: Return shipping, when deemed necessary by Kawai, is at no charge to you. Replacement instruments or parts will be shipped at no charge to you.
Kawai America’s Defective Product Policy
In the rare occurrence that the instrument does not operate properly or seems to be defective, this is what to do.
TERM: Reports of defects shall be made in a timely manner.
CONDITIONS: Please report suspected operational failures to Kawai Product Support via email to support@kawaius.com or call Kawai Product Support at 310-631-1771 ext. 6868 during regular business hours, 8am – 5pm Pacific time, Monday through Friday. Please include the model, serial number, and order number. A product support specialist will contact you to determine the nature of the problem. If the instrument is found to be defective, Kawai Technical support will be contacted to arrange for repairs or replacement.
FEES: If a repair is not feasible, a replacement instrument will be authorized. Return shipping will be at no charge to you. Replacement instrument shipping will also be at no charge to you.