Terms & Conditions

Terms and Conditions:

Welcome to our website. By using our website, you agree to be bound by the following terms and conditions. Please read these carefully before placing an order with us. If you do not agree to these terms and conditions, you may not use this website.

Our company manufactures piano covers and sells them to customers via our website. We reserve the right to modify, alter, or update these terms and conditions at any time without prior notice. Your continued use of our website following any changes to these terms and conditions constitutes your acceptance of the revised terms and conditions.

Fair Use, Returns & Cancellations Policy:
We stand by our products – period. We have thousands of customers all over the world who have already testified to our commitment to providing outstanding equipment protection at an affordable price and with excellent before- and after-sales service.

As a result of the misuse of our good nature by a tiny minority of customers however, we are now having to take a view as to what will and will not be considered for free replacement as a result of use (this excludes items returned for other reasons – see our returns policy section further down the page).
Whilst our covers are built to last, nothing is indestructible and we do not think it unreasonable to expect customers to assume a level of responsibility in the welfare of their purchase(s).

Where it is patently obvious an item has been subjected to neglect, abuse or vandalism, we reserve the right to refuse to repair or replace it. This decision is at our sole discretion and will be based on evidence we again reserve the right to request by means of photographs or the return of the item(s) in question for inspection – at the owner’s expense. We are not unreasonable but we also refuse to have our good nature abused.

Returns Policy:
Where an item has been ordered incorrectly – i.e. the make and/or model incorrectly purchased and we have manufactured as ordered, there will be a re-stocking fee of 50% of the original price of each item returned plus vat, and return postage will be payable by the purchaser. Where a refund is requested, the re-stocking fee will be deducted from the refund which will only be processed once the unwanted item is received back.

Where we have commenced manufacture ie. the cover has already been cut, notification of cancellation at that point irrespective of the reason, will mean a re-stocking fee of 50% of the cost of each item plus vat will be deducted from the refund. As manufacture has commenced and we have therefore already committed materials and manpower to the order, it is not unreasonable for us to recover the costs incurred up to that point.

Where there is a clear manufacturing error of whatever nature, no re-stocking fee is payable and we will refund the return postage costs provided they are reasonable.

Reasonable postage cost is defined as follows:
We will NOT refund guaranteed next day return postage costs in full unless agreed to in advance. Where this is used without prior agreement we will refund what we consider a reasonable proportion – at our sole discretion.

We will NOT refund disproportionate courier or postage costs of whatever nature in full unless agreed in advance. Where this is used without prior agreement we will refund what we consider a reasonable proportion – at our sole discretion.

Where a re-stocking fee has been paid or a clear manufacturing error is identified we will replace the item free of charge, or issue a full refund depending on the circumstances / customer preference.

To place an order, please select the product you wish to purchase and add it to your cart. You will then be directed to a secure checkout page where you can enter your personal and payment information. Once your order has been placed, you will receive an email confirmation.

We accept payment by debit / credit card and PayPal. Payment must be made in full before your order will go into manufacture.

We ship our products worldwide. Shipping costs will be calculated at checkout based on your location and the size and weight of your order. Orders are typically shipped up 20 business days after payment has been received and we make every effort to get them out as soon as possible. During busy periods there may be a few days in addition to the 20 working days quoted, to give us time to complete the order. 

If you are not completely satisfied with your purchase, you may return it for a full refund within 30 days of receipt. The product must be in its original condition and packaging, and you will be responsible for the cost of return shipping.

Limitation of Liability:
Our liability is limited to the purchase price of the product. We will not be liable for any damages, including but not limited to, direct or indirect, special, incidental, or consequential damages, arising from the use or inability to use our products.

Intellectual Property:
All content on our website, including text, images, and logos, is our intellectual property and may not be used or reproduced without our permission.

Governing Law:
These terms and conditions are governed by the laws of the UK, and any legal action must be taken in that jurisdiction.

Contact Us:
If you have any questions or concerns about these terms and conditions or our products, please contact us at roqsolid@roqsolid.co.uk .

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