Who to contact if I encounter issues with my order?
Kindly contact Kawai Malaysia Service Centre. Our customer service officer will assist you as soon as possible. We have in-house digital piano specialists and acoustics piano technicians that are capable to provide door to door inspection service when required
However due to current covid-19 pandemic and EMCO measures, deployment to certain areas is subject to availability and latest government restrictions.
Whatsapp: +60 11 7228 6142
What if I receive a defective product? How to return defective product within the 3 calender days upon received/purchased?
If the troubleshooting was unsuccessful and you wish to return the goods, we shall advise the next steps accordingly. Please contact Kawai Malaysia Service Centre via email@example.com, send us a video regarding your piano and give us as much information as possible about the condition of it. This will help us to resolve your case much effectively. You may refer to warranty & services terms and conditions for more details.
You can also send the portable faulty items to:
Kawai Malaysia Service Centre
No. 3A-1, Petaling Utama Avenue, Jalan PJS 1/50, Petaling Utama, 46150 Petaling Jaya, Selangor
Warranty & Services
You will be given a Service Order Reference Number which you should mention whenever enquiring us about your product status. Depending on the nature of the product faulty, your item will be inspected in-house at Kawai Service Centre or at your place and, if necessary, return back to the manufacturer or send for repair. Once your item is ready for collection, we will contact you & make the delivery arrangements. Otherwise, you can also opt for a Self-Collection option (for portable light weight product).
Typically, all other repairs take a few weeks. If your item is still within the warranty period***, we will repair it without charge. If the item can’t be repaired or replaced by the manufacturer, we will seek a refund from the manufacturer or offer an alternative replacement model based on the customer’s choice (subject to stock availability).
If your item is outside the warranty period, charges for parts, labour and delivery will apply. We will advise you of any charges before proceeding with the repair.
***Warranty period & its terms & conditions varied according to the brand manufacturers & models.
There are certain items that cannot be returned for very specific reasons. These items include:
- Special Orders
- Discontinued models
Refunds or exchange are only possible in situations where the product is found to be faulty & situations where the manufacturer is not able to provide a fair repair solution or exchange to a new unit.
Refund/ Exchange Time Frame
Time-Frame to Return/ Exchange Item(s)
- Items can be exchanged for a similar value item within 3 calendar days from the date of installation/received**
- **Provided that the item is returned undamaged and in a condition that indicates you have subjected it to normal use only. Items should be returned as they were originally packaged as far as is possible.
Terms and Condition
- Within 3 calendar days from the date of purchase or received, items can be returned for a full refund only if the item is found to be faulty & situations where the manufacturer is not able to provide a fair repair solution or exchange to a new unit.
- Items can be exchanged for a similar item within 3 days of receiving your item** ** Provided that the item is returned undamaged and in a condition that indicates you have subjected it to normal use only. Items should be returned as they were originally packaged as far as is possible.
- Items where there may be a hygiene concern if the product is used (e.g. headphones/bench) may only be returned/exchanged if the packaging is factory sealed and unopened.
- Similarly, software and other licensed items may only be returned/exchanged if the product packaging has not been opened or tampered with in any way.
- We reserve the right to offer only a partial refund if the goods you are returning have been damaged, devalued or used otherwise in accordance to what would be deemed reasonable, normal use.
- Refunds and exchanges will be processed within 14 calendar days or earlier of us receiving your returned item/s.
- Delivery charges for returns and exchanges, you will be liable for any delivery costs associated with your return/exchange.
- For other terms and conditions regarding warranty & services, kindly refer to our official website for further details.