Warranty Terms & Conditions
Every Alexandra Luther piano includes a 2-year manufacturer's warranty, effective from the date of delivery. This warranty covers manufacturing defects and faults in materials or workmanship that occur under normal use.
This manufacturer's warranty is provided in addition to, and does not limit or replace, any mandatory consumer rights available under applicable consumer protection laws.
For extended peace of mind, eligible products may also qualify for our Extended Protection Plan, providing additional warranty coverage as described at the time of purchase.
Warranty Exclusions
The manufacturer's warranty does not cover damage or defects resulting from:
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Misuse, improper installation, or modifications made by the customer
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Unauthorized repairs, servicing, or alterations
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Normal wear and tear or natural aging of components
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Accidental damage, neglect, or improper handling
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Damage caused by external events such as fire, flooding, or power surges
If the issue is determined to be outside the scope of the warranty, repair services may still be available at the customer's expense. In such cases, the customer is responsible for all applicable repair, labor, and transportation costs.
Any warranty claim should be submitted in writing within a reasonable time after the defect has been discovered.
Right to Repair
Alexandra Luther is committed to supporting the repair and responsible maintenance of our products in accordance with applicable laws and regulations.
For safety reasons, we strongly advise customers not to perform electrical repairs or internal modifications themselves. Unauthorized repairs or alterations may void the manufacturer's warranty and could create safety risks.
Purchasing a Pre-Owned Alexandra Luther Piano
If you purchase a pre-owned Alexandra Luther piano, any remaining manufacturer's warranty may continue for the balance of the original warranty period, calculated from the original purchaser's delivery date, provided the warranty is transferable under the applicable warranty terms and proof of the original purchase is available.
Standard Warranty
All Alexandra Luther piano series include a 2-year manufacturer's warranty, covering defects in materials and workmanship under normal use.
Pre-Owned Products
If a pre-owned Alexandra Luther product develops a manufacturing defect within the first 90 days of ownership, we will arrange complimentary collection, repair, and return of the product, subject to our warranty terms.
Product Collection
If a product develops a covered warranty issue within the first 30 days of ownership, we will arrange collection directly from the address you specify whenever possible.
For eligible pre-owned products that develop a covered defect after the first 30 days but within the first 6 months of ownership, collection services may also be available in accordance with our warranty policy.
Repair Time
We aim to complete all repairs as quickly as possible.
If we are unable to repair your product within 30 days after receiving it, we may, at our discretion, provide a replacement product of the same or equivalent model, subject to product availability.
Guide to Purchasing a Pre-Owned Piano
When considering the purchase of a pre-owned Alexandra Luther piano, it's important to verify the instrument's history to ensure you're making a confident and informed decision.
To help us provide accurate information, please have the piano's serial number and, if available, the original purchase receipt or invoice number when contacting our customer support team. This allows us to verify warranty status, model information, and service history where applicable.
If you have any questions before purchasing a pre-owned piano, we're happy to help. Our customer support team can provide guidance tailored to your specific situation and answer any questions you may have.
You can reach us through the live chat on our website.
Extended Warranty
The Alexandra Luther Extended Protection Plan is designed to provide a higher level of protection and additional benefits beyond our standard manufacturer's warranty.
To qualify for this coverage, the 5-Year Extended Protection Plan must be purchased at the time of ordering or within the eligible purchase period.
Extended Warranty Benefits
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Extends warranty coverage for up to 5 years from the original delivery date
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Standard pickup and return shipping for covered warranty repairs is included during the first 2 years
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Warranty coverage is transferable if the piano is sold to a new owner, subject to our warranty terms
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A loaner instrument may be provided if a covered repair cannot be completed within 30 days (subject to availability)
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A replacement product may be offered if a covered repair cannot be completed within 60 days, at Alexandra Luther's discretion and subject to product availability
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If the Extended Protection Plan has not been used, it may be cancelled within 30 days for a full refund. After 30 days, eligible cancellations may receive a pro-rated refund in accordance with our cancellation policy.
Repair & Warranty Service
To make a warranty claim, please contact our customer support team by email before returning your product. We'll guide you through the quickest and most convenient repair process.
Service Process
Our product support specialists will assess the issue and, when necessary, arrange service through an authorized technician. Depending on the nature of the repair and your location, service may be performed on-site or the product may be sent to one of our authorized service centers.
Repair times may vary depending on parts availability and service demand. Once the repair has been completed, your product will be returned to you as quickly as possible.
Packaging for Shipment
If your product needs to be shipped for repair, we strongly recommend packaging it securely to protect it during transit.
Products that arrive with shipping damage due to inadequate packaging may require additional inspection or repair, which could significantly delay the service process.
Power Cord & Warranty Information
Unless specifically requested by our support team, please do not include the power cord when returning your product for service.
If we ask you to include the power cord, please wrap it in approximately 30 mm (1.2 inches) of protective padding before packing. This helps prevent damage to both the power connector and the product during transit.
Do not place the power cord between the product and the outer shipping carton. Instead, wrap it securely and place it on top of the product inside the package to avoid causing damage during transportation.
Replacement Products
If your product is replaced under warranty, the original warranty period will continue from the initial purchase date, not from the date the replacement product is supplied.
Warranty Exclusions
The Alexandra Luther manufacturer's warranty does not cover damage or defects resulting from any of the following:
(a) Cosmetic or structural damage caused by extreme changes in temperature or humidity, prolonged exposure to direct sunlight, fire, moisture, or improper storage. Detailed instructions for the safe use and storage of your instrument can be found in the user manual.
(b) Damage, corrosion, or rust affecting hardware components caused by excessive humidity, extreme temperatures, moisture, or battery leakage.
(c) Damage resulting from accidents, misuse, improper operation, liquid spills, fire, moisture, perspiration, body salts, acids, or any other external cause.
(d) Normal wear and tear, including cosmetic deterioration or discoloration of keys, pedals, controls, switches, or other components through regular use.
(e) Damage caused directly or indirectly by another product, including the use of incompatible third-party power supplies, accessories, or improper connections.
(f) Damage resulting from unauthorized modifications or alterations.
(g) Damage caused by unauthorized servicing or handling by persons not approved by Alexandra Luther.
(h) Any attempt to disassemble, repair, or modify the product by an unauthorized person.
(i) Products with missing, altered, defaced, or removed serial numbers.
(j) Products whose software or firmware has been modified, altered, or tampered with in any way.
(k) Any use of the product outside the operating instructions provided in the user manual. Improper use may result in data loss, product malfunction, and the voiding of the manufacturer's warranty.