Refund policy

Return and Refund Policy

Last updated: June 22, 2026

Thank you for shopping with Doyon Logistique – Piano Expert.

Because pianos are large, heavy, delicate, and often used, pre-owned, restored, refurbished, or reconditioned instruments, our return policy is different from a standard retail product return policy.

Please read this policy carefully before purchasing.

All Sales Are Final

All piano sales are final unless there is a confirmed issue with the piano, an error on our part, damage caused during delivery by our team, or where otherwise required by applicable law.

We do not accept returns or refunds for reasons such as:

  • Change of mind

  • Buyer’s remorse

  • Sound preference after purchase

  • Style, color, size, or finish preference

  • Space or measurement issues

  • The piano not fitting through a doorway, hallway, staircase, elevator, or room

  • Preference for a different piano after delivery

  • Normal signs of age or use on a used piano

  • Minor cosmetic imperfections that were visible, disclosed, or consistent with a used piano

  • A piano being moved, handled, stored, modified, tuned, repaired, or altered by someone else after delivery

Customers are encouraged to inspect the piano, ask questions, request photos or videos, confirm measurements, and verify access conditions before purchasing.

Used, Pre-Owned, Restored, and Reconditioned Pianos

Most of our pianos are used, pre-owned, restored, refurbished, reconditioned, or previously owned instruments.

Because of this, they may show normal signs of age and use, including but not limited to:

  • Small scratches

  • Finish marks

  • Minor cosmetic wear

  • Cabinet imperfections

  • Small dents or chips

  • Slight variations in color or finish

  • Signs of previous repairs or restoration

  • Age-related wear that does not prevent normal use

These are not considered defects unless they were specifically misrepresented before purchase.

We do our best to describe every piano accurately and provide available details, photos, videos, and condition information before sale.

Inspection Before Purchase

Before purchasing, customers are responsible for reviewing all available information about the piano, including:

  • Photos

  • Videos

  • Description

  • Brand

  • Model, when available

  • Size

  • General condition

  • Delivery requirements

  • Stair access

  • Doorway and hallway clearance

  • Room placement

  • Any questions related to tone, touch, finish, or size

If you are unsure whether a piano is right for you, please contact us before purchasing.

Delivery, Moving, and Access Requirements

Piano delivery and moving require proper access and professional handling.

Customers are responsible for providing accurate delivery information, including:

  • Full delivery address

  • Number of stairs

  • Stair type and layout

  • Elevator access, if applicable

  • Doorway, hallway, and room measurements

  • Parking access

  • Any difficult access conditions

  • Any unusual obstacles or restrictions

If the piano cannot be delivered because of inaccurate or incomplete information provided by the customer, additional moving, delivery, storage, or return fees may apply.

Delivery fees, moving fees, stair fees, long-distance charges, and completed service fees are non-refundable once the service has been completed.

Damage During Delivery

Please inspect your piano immediately upon delivery.

If your piano is damaged during delivery by our team, you must contact us as soon as possible at franky.king.tm@gmail.com.

Please include:

  • Your name

  • Order details

  • Delivery address

  • Photos of the damage

  • Videos, if applicable

  • A clear description of the issue

We will review the situation and determine the appropriate solution. Depending on the situation, this may include repair, adjustment, exchange, partial refund, or refund.

Damage must be reported before the piano is moved, altered, repaired, tuned, or handled by another party.

Defects or Not-as-Described Items

If you believe the piano is defective or not as described, please contact us immediately at franky.king.tm@gmail.com.

Please include detailed photos, videos, and a description of the issue.

We will evaluate the situation and may require an inspection before approving any repair, exchange, return, or refund.

A piano will not be considered defective simply because of normal used condition, age-related wear, cosmetic imperfections, tuning changes after delivery, humidity changes, or personal preference regarding tone or touch.

Tuning and Environmental Changes

Pianos are sensitive to temperature, humidity, transportation, and changes in environment.

After delivery, a piano may require tuning once it has adjusted to its new location. This is normal and is not considered a defect.

The customer is responsible for maintaining proper indoor conditions, including stable humidity and temperature.

Damage or tuning instability caused by improper storage, extreme humidity, dryness, temperature changes, garages, basements, unheated spaces, or other environmental conditions is not covered by this policy.

Returns

Returns are not accepted unless approved by us in writing.

Because pianos require professional moving, customers must not attempt to return, ship, move, or transport a piano without our written approval.

Any approved return must be coordinated directly with us.

Pianos moved by another company, moved by the customer, modified, tuned, repaired, damaged, or altered after delivery may not be eligible for return, exchange, or refund.

If a return is approved, the piano must be in the same condition as when it was delivered or picked up.

Return moving fees, stair fees, transportation fees, storage fees, and related handling costs are the responsibility of the customer unless the return is due to an error on our part or damage caused during delivery by our team.

Exchanges

Exchanges may be considered on a case-by-case basis and depend on available inventory.

If an exchange is approved, the customer is responsible for:

  • Any price difference

  • Additional delivery fees

  • Moving fees

  • Stair fees

  • Long-distance fees

  • Storage fees

  • Handling costs

Exchanges are not guaranteed.

Deposits and Reservations

Deposits or reservation payments may be non-refundable unless otherwise agreed in writing.

A deposit may be used to reserve a piano, schedule delivery, hold inventory, or cover administrative and scheduling costs.

If the customer cancels after reserving a piano, refusing delivery, changing their mind, or providing inaccurate delivery information, the deposit may not be refunded.

Completed Services

Completed services are non-refundable, including:

  • Piano moving

  • Piano delivery

  • Piano pickup

  • Stair charges

  • Long-distance transportation

  • Tuning services

  • Inspection services

  • Setup services

  • Special handling services

Once a service has been completed, it cannot be returned.

Cancellations Before Delivery

If you need to cancel an order before delivery, please contact us as soon as possible at franky.king.tm@gmail.com.

Cancellation requests are reviewed on a case-by-case basis.

If delivery, moving, scheduling, reservation, preparation, or administrative work has already been completed or started, cancellation fees may apply.

Refunds

If a refund is approved, we will notify you by email.

Approved refunds will be processed to the original payment method when possible.

Please allow up to 10 business days for the refund to be processed after approval. Your bank or credit card company may require additional time to post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at franky.king.tm@gmail.com.

No Unauthorized Returns

Items sent back, moved, delivered, shipped, or returned without first contacting us and receiving written approval will not be accepted.

We do not accept unauthorized returns at any address.

All approved returns must be scheduled and coordinated directly with us.

Contact Us

For any questions about this policy, your order, delivery, piano condition, or a return request, please contact us at:

Doyon Logistique – Piano Expert
Email: franky.king.tm@gmail.com
Phone: 873-655-1464

Nothing in this policy limits any rights you may have under applicable consumer protection laws.