Warranty Policy

Warranty Policy

Find out everything you all need about what a Kawai Piano Warranty means - what it covers, what it doesn't, and everything in between. 


What is the coverage?

Table of Kawai Piano Warranty:


Acoustic Piano

Digital Piano

Portable Piano


Shigeru Kawai, GX, GL, CR, Anytime X2, Anytime x3, Aures, K Series

CA, CN, Novus Series, ND-21, DG30

ES, MP, 


Years of Basic Coverage

10 years

1 years

1 years

Extended Coverage


2 year

2 years

Total Max Coverage

10 years

3 years

3 years

Type of Warranty





Warranty Coverage for Kawai’s Piano

*This Warranty warrants the Product described overleaf against manufacturing and material defects only and for the warranty duration as printed overleaf only (hereinafter called “the Warranty Duration”) PROVIDED ALWAYS THAT ALL piano tunings and servicing during the Warranty Duration are performed by an authorised Kawai Service Centre only.

*The Warranty Duration shall commence from the Purchase Date stated in your invoice/ receipt and the Warranty Duration may vary for such Product sold during and/or on promotional and/or special offers.

Gentle Reminder:

The 1 + 2 years limited coverage for digital piano & portable piano is ONLY applicable to customers who has self-registered online here.

Difference between Full and Limited warranty

Full Warranty:

A Full Warranty guarantees that the manufacturer will stand behind the product, even to the point of full replacement if a problem cannot be repaired. By definition, a full warranty is transferable from one owner to the next. This means that the warranty remains in effect for the full period, regardless of owner, thereby enhancing the piano’s resale value if transferred to a new owner during the warranty period. 

Kawai’s TEN-YEAR FULL WARRANTY symbolizes our commitment to excellence. 

Limited Warranty:

Limited Warranty places limits on the manufacturer’s legal responsibility to repair defects. Generally, limited warranties are not transferable. 


Warranty Exclusions and Limitations

1. Defects and damages arising from the product being serviced or repaired by any party other than by Authorised Kawai Service Centres.

2. Defects and damages arising from improper installation and/or operation and/or maintenance, alteration, mishandling, abusive treatment, negligence, exposure to extreme temperature and humidity, attack by household pets and pests, abnormal voltage or the use of generators, fire and lightning and any Act of God.

3. Defects or damages due to corrosion, rusting, staining and water damage.

4. Normal wear and tear due to normal operational adjustment, battery replacement or normal maintenance damage.

5. For acoustic pianos, warranty will be rendered null and void if the heater is not switched on continually.

6. Signal reception problems, usage of wrong electrical supply/ voltage, power line surge or related electrical abnormalities, lighting damage or acts of God; RF/EMI (interference/noise) caused by improper grounding or improper use of either certified or uncertified equipment.

7. Any evidence of alteration, erasing or forgery of proof-of purchase documents. 

8. Accessories such as antenna, AC adapters, batteries, cables, connectors, microphones, remote controls, heaters, etc supplied with the product.

9. Products on which the serial number has been detached, altered, obliterated, modified, removed, defaced, or parallel imported. 

This warranty is only valid in Malaysia.

10. It is compulsory to provide the acoustic tuning and services record book for acoustic products which are still under warranty for the purpose of registering for warranty. Kawai Service Centre reserves the right to reject the warranty claim should there be no record book provided to us or any kind of proof of history of the tuning services done for a duration of more than twenty four months (24) months. Under this circumstance, the repair of the products will be chargeable.


The decision of Kawai Malaysia on all issues relating to defects, workmanship or materials with respect to products sold by Kawai Malaysia shall be final and conclusive and the Customer hereby agrees to abide it.


How to claim warranty?

E-warranty Slip MUST be presented by the Customer when requesting for any repair and/or service under this Warranty. In the event that the Customer shall fail to produce the E-warranty Slip, the Customer shall not be entitled to have the product repaired under the terms of the Warranty and the Customer shall be liable for the full costs of the service and repair at the standard charges of the Company prevailing at the time of service and repair.

Terms and Conditions:

1. Warranty claim is valid at Authorised Kawai Service Centres within Malaysia only.

2. Upon discovery of defect, contact our Authorized Kawai Service Centre via our Support Centre { Click Here }.. If the defect is a direct result of defective workmanship or materials, we will repair the defect within a reasonable period of time without any charges. 

3. This Warranty does not include transportation, postage or courier fees for delivering the product to and from the Customer’s premises. For portable digital piano, customer is responsible to bring in their product to the Authorised Kawai Service Centre and to collect them after service or repair. For heavier items like acoustics and digital piano, customer can Support Centre { Click Here } to enquire for Authorized Kawai Technician’s door to door services.

4. Subject to availability, delivery can be arranged by the Authorised Kawai Service Centre but all labour and transportation fees will be quoted based on the Company’s rate prevailing at that time shall be charged and the Customer agrees to and shall pay for all the charges in full upon completion of the service and repair. 

5. Authorised Kawai Service Centres and contractors shall not be liable in any way for any direct or consequential losses, damage or injury, costs or expenses of any kind or any delay in connection with any repairs and services under this Warranty.

6. All products sent in for servicing must be collected within one (1) months of notification by Authorized Kawai Service Centre, falling which Kawai Service Centre reserves the right to sell the product and recover any costs incurred, including but not limited to storage charges.

7. Any provision of this warranty prohibited by applicable law or by court decree will be ineffective to the extent of such prohibition, but such provision will not in any way invalidate or affect the remaining provisions of this warranty.




1. Do I have to register my Piano to claim the warranty?

Yes, registering for e-warranty allows us to retrieve the data and to be aware of the validity of your warranty period. Kindly fill in this form at Kawai Warranty Registration Page { Click Here } to register.


2. Can I claim my warranty overseas?

Your warranty claim is only applicable in the same country of your purchase. The warranty rules and regulation can alter depending on the country itself.


3. How can I buy spare parts and accessories for my piano?

Accessories like piano covers, caster cups and locking keys are available from your local Kawai authorised retailer. 

Due to the level of technical skill required to carry out repairs or replacement of parts, Kawai spare parts are not available to the general public. Should you require a spare part, please contact us via  Support Centre { Click Here } . Kindly prepare the model and serial number of your piano before you make a request for accessories or spare parts.


 4. What will happen if I remove the serial number of my piano?

Your warranty will be FULLY voided as the serial number acts as the proof of your purchase with us. 


5. Will I be able receive a full unit replacement if it is found to be damaged?

Yes, only after our authorized technician has confirmed that your unit can’t be repaired. A full unit replacement is only applicable to pianos that have manufacturing or workmanship defects. 

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