15-Day Return Policy
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.
Arrived Damaged?
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:
Defective Instrument
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:
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.