PIANO DELIVERY PROCEDURES DURING COVID-19
In light of the recent advice from the government, we remain committed to prioritising the health and safety of all our staff and customers. That, above all else, is what’s important. We have put a number of additional measures in place to help ensure we’re being as safe as possible when delivering to our customers.
Customers have the responsibility to inform us in advance of our delivery teams entering your home if you or anyone in your household has symptoms of Covid 19.
Please read this page carefully and familiarise yourself with our lockdown delivery procedures so that you know what to expect on the day.
1) We have provided extra gloves, wipes and hand sanitiser to our delivery crews who will be using these before, during and after every visit. Masks will be worn when entering a customer's home.
2) Our delivery crews are provided with infrared thermometers to check their own, and customer's temperature before entering your home. They will not enter your home unless a satisfactory temperature reading is obtained. We appreciate your understanding on this matter.
3)Customers will be asked to wait in another room, or keep a safe distance of at least 2 metres at all times whilst the drivers deliver the product.
4) We will not be asking for customers to sign for their delivery but a photograph will be taken of the product in situ which will be used as proof of delivery.
For customers who are self-isolating or concerned about receiving a delivery, we are happy to deliver safely to your doorstep. You are welcome to postpone your delivery due to self-isolation.
If you have any questions relating to your piano delivery, please contact us on 01323 639335 or firstname.lastname@example.org
General Delivery Information
For accurate delivery information, please call our sales team on 01323 639335. As a guide, despatch times are detailed below.
FREE DELIVERY OPTION
From 10th May 2020, all items have a free delivery option available. Additional charges will be made for delivery of heavy items to some areas, upgrades including (but not limited to) timed deliveries, piano assembly, delivery of large items, and delivery charged when matching deals from otehr retailers. If you are unsure about our delivery charges, please contact us.
Products which are shown as in stock will be sent within 2 working days from when payment is received. This excludes larger items such as acoustic pianos or digital pianos which are being supplied with full installation. Please contact us for delivery information regarding larger items.
Products which are shown as available to order usually take 5-7 working days to despatch, but we will confirm then when the order is received. If an item will not be delivered to you within 5 working days we will contact you to let you know, and ensure that it is shipped the next working day after it has arrived at our premises.
Orders placed using our finance options may take longer than the delivery times quoted above because we cannot despatch goods until the signed finance documents and relevant identification has been returned to us. Where we ship to
Presently, we offer online ordering and shipping to the UK only. Shipping rates may vary between areas and we do not offer online ordering to the Republic of Ireland, the Channel Islands and other International locations. A surcharge may be payable for Isle Of Wight, Northern Ireland, and other off-shore UK addresses.
How We Send Your Packages To You
The shipping method we use is determined by the size & nature of the goods being purchased. Sometimes you will have the choice of different shipping methods. These will be offered to you at the checkout stage of ordering.For most items, someone will need to be present at the delivery address to sign for the goods. For pianos and some larger items, we will contact you prior to delivery to arrange a convenient day. We are not able to be specific about the delivery time. Deliveries are made between 8.30am and 6pm Monday to Friday.
No-one at home?
Our courier will try and deliver your parcel(s) twice. After the second failed attempt, your goods will be returned to our warehouse. If you would like us to try and deliver them again, we will charge the delivery charges associated with your order again. You may also choose to collect your parcels from our retail store.
Digital Piano Deliveries For Self-Assembly
Click here to see our specific information relating to piano deliveries.
If you choose our courier delivery/flat pack delivery method, please be aware that with larger items such as digital pianos, the courier is not contracted to carry them up any steps or stairs. If there are stairs leading to the front door of the delivery address, or you live in an apartment which is not on pavement level, it is your responsibility to arrange transportation from the pavement level to the delivery address. In this instance, the delivery driver may, at their own discretion assist you in carrying the parcels to the delivery address, but they are not contracted nor obliged to do so.
Do you need delivery upstairs, or delivery at a specific time?
For some larger items which need to be delivered upstairs - including pianos, we offer a timed delivery service using our own van and drivers. This service is free on some items and chargeable on others. Call us on 01323 639335 to discuss your specific delivery requirements.
Delivery Surcharges For Larger Items
For some larger items, delivery surcharges may apply to the following areas: Scotland, Wales, Channel Islands, Isle Of wight, Cornwall, Ireland, North Of England above Leeds. Call us on 01323 639335 to check before ordering.
All new products purchased from Bonners are covered by a minimum 12 month return to base (RTB) warranty, unless otherwise stated on your receipt. Some manufacturers stipulate that you need ot register your product with them to activate an extended warranty. Cabinet style digital pianos and acoustic pianos are covered by our on-site warranty. The applicable warranty period appears directly below the item on your receipt. Return to base means that the goods must be returned to us under the terms of the warranty. We do not pay for transport of RTB items to our premises for repair. We can collect your items - see collection charges below.
If there's a fault with the product…
If at any time within this warranty period, the equipment fails, in the first instance call us on 01323 639335 where one of our advisers will try and help you rectify the fault over the telephone.
If your item fails within 30 days of receipt, and is not due to mis-use or other reason excluded from the normal warranty, we'll give you a replacement or, if that's not possible, a refund.
After the 30 day period, we will arrange a suitable repair of the item or, if that's not possible, give you a replacement, or if that's not possible, a refund.
On-site warranties only apply to larger digital pianos and acoustic pianos. It is the buyer's responsibility to return all other items to our store for repair. We charge for collection of faulty items. Charges vary depending upon location and size/weight of the product being collected.
Consumables such as (but not limited to) guitar strings and reeds are not covered by the warranty. Accidental damage or misuse of the item are not covered by the warranty.
If You Made The Purchase From Home…
All home order returns must be authorised in advance by calling 01323 639335. If we decide that your item needs to be returned to us, we will issue you with a returns authorisation number. This number must be displayed clearly on the outside of any returns sent to us.
We charge for collection of items which appear to have a fault - but this charge will be refunded to you once we receive the item and have confirmed that a fault exists.
If You Change Your Mind…
Goods Purchased In-Store
Within 14 days of purchase we are happy to exchange or give you a refund with vouchers for any item you purchase. Just return the item to our store, unused, in its original undamaged packaging, along with the receipt and we'll be happy to exchange the item for something more suitable, or give you a refund in Bonners vouchers. We do not give cash refunds in cases of 'change of mind' for goods purchased in-store.
Goods Purchased From Home
Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input any data on them. Whilst the goods are in your possession you must take reasonable care of them. Enclosed DVDs, CDs, memory cards and software packaging discs must still be sealed. We do not accept return of goods that have ben damaged or mis-handled whlst in your care
There are three ways to refund/cancel your purchase:
- You can return the product to our store with your receipt, bringing the card you paid with so we can credit it. When returning opened products to us, you should do so without undue delay and, in any event, not later than 14 days from the day on which you communicate to us your decision to cancel.
- You can cancel your order via the Contact Us facility on the Customer Services page
- By phoning us on 01323 639335 with your order reference number and delivery details to hand
Once we have received the goods back from you, and after inspection of their condition, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the refund for any loss in value of the goods if the loss is a result of any unnecessary handling by you. If you have requested we begin the performance of any service, such as installation of a product, within the 14 day cancellation period we have the right to retain any charge paid for services which have already begun or been completed. Refunds take 7-10 working days to be credited to your payment card.
We cannot refund/cancel your purchase:
- The goods have been damaged whilst in your care.
- If you return your product to our store without proof of purchase
- The seal has been broken on any included DVDs, CDs, memory cards or software
- The goods were a special order to your specification
In All Cases…
We do not accept returns of software, music books, CD's, DVD's, or consumables, unless found to be faulty in which case a replacement product of the same title will be supplied.
We also do not accept returns of goods which have been made to your specifications or have been personalised. We may also refuse to accept the return of any item which has been mis-used.
Our warranty, returns & refunds policies do not affect your statutory rights.