Courier and post within New Zealand.
Our courier calls in for pick-ups at 4.00pm Monday to Friday. There are no weekend pick-ups. Due to the large amount of orders we often get in the afternoon, please email us by 2pm or phone by 3pm to ensure your order gets away the same day. We cannot deliver by courier to PO Box addresses, so please supply a physical delivery address. Couriers deliver to most urban areas within New Zealand overnight. Rural delivery time frames vary but are usually 2-3 business days.
Shipping large items
All items over 25kgs are deemed large items and will require a more in depth shipping approach. Please feel free to contact us prior to your purchase to discuss these shipping options.
Items not in stock
Feel free to get in touch with us to place an order for any item that is not in stock. Typically, we can obtain most print music titles within 2-3 weeks from our overseas suppliers. Orders for instruments and accessories can be obtained overnight from local suppliers if in stock.
See the CONTACT US link at the bottom of the page. Fill in the online form, or click on the email link, or phone us on the toll-free number 0800 505 003 within New Zealand.
Returns & Refunds Policy
At Piano Traders, we want you to be happy with your purchase and will do everything we can to deliver the best experience
Faulty or Damaged Items
If your item is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund under the CGA. Please contact us as soon as possible within 30 days, along with your proof of purchase.
Warranties vary from product to product; feel free to get in touch if you would like to find the specific warranty on a particular product.
If a fault shows itself with an instrument or accessory, please contact us, and if the purchase was within the standard warranty period, we will either repair or replace the item.
Larger instruments, such as digital pianos or keyboards, we can give you the repairer’s address to send the item to, if we cannot fix it ourselves.
Pianos, there is a very easy procedure to go through, which can be arranged through [email protected]
Change of Mind
We are not legally required to accept returns if you simply change your mind. However, at our discretion, we may offer an exchange.
Any such return must be:
- Made within 7 days of purchase for change of mind
- In original condition, unused and with packaging intact
- Accompanied by proof of purchase
Special Orders & Personalised Items
Custom orders, special orders, or personalised items cannot be cancelled or returned unless faulty.
Exclusions
For hygiene, copyright, or licensing reasons, certain products (e.g., sheet music, CDs, headphones, or custom orders) cannot be returned unless faulty.
How to Return an Item
- Contact us at [email protected] with your order details.
- We will advise next steps and whether you should return the item in person or by courier.
- Once approved, refunds will be processed via your original payment method.
Shipping Costs
- If the item is faulty or incorrect, we will cover return shipping.
- If returning due to change of mind (where accepted), you are responsible for all shipping costs
Our returns policy complies with the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986 (FTA).
Warranties
Warranties vary from product to product; feel free to get in touch if you would like to find the specific warranty on a particular product. If a fault shows itself with an instrument or accessory, please contact us and if the purchase was within the standard warranty period we will either repair or replace the item. For larger instruments such as digital pianos or keyboards, we can give you the repairer’s address to send the item to. For pianos under guarantee, there is a procedure to go through which can be arranged with Robert.
If the fault develops with any product due to lack of care, or because the item was being used in a way for which it was not designed, that would fall outside the warranty terms. We can, however, organise a repair at your cost. There is an inspection fee if the repair does not go ahead once you receive a quote. If you decide not to go ahead with a repair, your goods will be available for collection on payment of the inspection fee AND any delivery costs we have incurred.
If you have any questions relating to these issues, please feel free to contact us.