JansenPianoBench has an exchange-only policy within 7 days of purchase except silent systems or items that are on clearance, provided the item is not used and new in it’s original box. We do not offer refunds on our product. If you are not happy with the quality then we can offer an upgrade. In order to proceed with an exchange we do require you to send us an email with pictures and the reason for your request to firstname.lastname@example.org to receive a return authorization. We will send you a prepaid UPS return label to ship the product back. We guarantee the items to be delivered in good condition to you. If there is a damage during transit we do ask you to contact us within 48 hours of receiving the product otherwise your claim will not be honored. If for any reason you are not happy with the color or design, you can exchange the product. Please email us within 7 days of receiving the product and we will gladly exchange it for you. You will need to have all original parts and packaging as well. There will be a 25% restocking fee applied. You are also responsible to cover the return fee and original shipping costs unless approved to be waived by management. If your product or accessory has a defect that was caused by the Manufacturer please contact us immediate via email: email@example.com, please make sure you send pictures showing the issue as well, date of purchase and or receipt if available. We offer a 1 year parts warranty on all piano benches, accessories, lamps and cushions. We do not cover labor for any of our products. It’s fairly easy to change part on all of our products. Silent systems are also covered for parts 1 year from the date of installation by an authorized technician. You will need to hire a technician to replace the parts if needed.