Our Returns and Exchanges Policy
We want you to be happy with your purchase. If you are not, you may be able to return the purchase(s) for an exchange item or a refund BUT ONLY IN ACCORDANCE WITH THE TERMS STATED IN OUR RETURNS POLICY HERE.
If you are sent the WRONG PRODUCT by mistake or if the products do not match with what quoted in the transport documents and/or invoice both for quantity and/or type you must contact us within 15 calendar days from the receipt of the Product to discuss a RETURN AND EXCHANGE operation.
This Returns section is not for products that are faulty when received or develop a fault during their warranty period, instead see Warranty sections below.
Online customers who have taken delivery of Products can request an exchange, or return and refund, as long as they EMAIL US WITHIN 15 WORKING DAYS FROM RECEIVING OF THE PURCHASE. Please take into account all the seasonal closures of our distribution center.
We do not process Returns for products bought from a store or another website.
How to Request a Return for Exchange or Refund
Returned items must be in perfect condition without showing signs of use, in their original packaging and ensuring that the labels have not been removed, within 10 days from the date of sending the notice of withdrawal.
To exercise the right of return, follow these simple steps:
– connect to the site usa.pianegonda.com and log in with the login credentials;
– in the section ‘My returns’, select the order or enter the order id of which you want to request the return, indicate the products to be returned and click on “REQUEST NEW RETURN”
– file the mandatory information requested marked with * and indicate if you want a product change (you receive a discount code of the reimbursement value) or reimbursement of the amount spent;
– prepare the articles to be returned in a well sealed and protected package, possibly in the original packaging;
– send the package to the following address: “Returns Dept: BROS USA CORPORATION LTD: Dupont Building, Flagler Street 169E, 33131 Miami United States, Florida, USA.”.
The return shipment is charged to the customer.
In case of return, the customer shall specify whether he wants a full refund or a change. In the event that the customer wants the refund, it will take place on the same account from which the payment was received.
If the customer wants a Product change, the Company will send to the customer a voucher, by mail, equal to the value of the returned Product and the customer can send an order to the Company with this voucher.