Kawai Warranty and Repair

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

To return any serialized merchandise to Kawai, you must first obtain a Return Authorization (RA) Number from Technical Support. An RA number is also required for any PCBs or 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.

NOTE: Acoustic pianos cannot be returned directly to Kawai from a retail customer (piano owner). The return authorization must be processed through an authorized Kawai dealer.

  1. 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.
  2. 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.
  3. Incorrect Product Received. Should you receive an instrument that you feel was sent in error, please accept the shipment and contact TSD to arrange for return of merchandise and shipment of the correct product. An RA number will be issued for the return which must be initiated by TSD.

When returning a defective electronic unit, be sure to include a short note stating the complaint 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.

Call Tags

Kawai will, upon request, issue a pickup (call) tag for in-warranty merchandise. Call tags should be requested at the time the RA is issued. You still must display the RA number and serial number on the outside of the carton. Kawai America is not responsible for the timely delivery of items to or from Kawai as there can often be substantial delays in the delivery schedule of Federal Express.

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.