3. Refund & Return Policy

90-Day Return Policy

We offer a 90-day return window, giving you 90 days after receiving your order to request a return. To qualify for a return, your item must be unused and in the same condition you received it, undamaged, include all original accessories, be in its original packaging, and be accompanied by proof of purchase.

Because PianoFeeder products come into contact with pet food, treats and saliva, items that have already been filled with food, used by a pet, chewed or soiled cannot be returned for hygiene reasons unless the item is faulty, damaged or not as described. This does not affect your statutory rights in respect of defective goods.

How to Start a Return

To request a return, simply contact us at hellopianofeeder@outlook.com. If your request is approved, we'll provide a prepaid return shipping label and complete return instructions. Please note: returns sent without prior authorization cannot be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives. If your product is damaged, defective or incorrect, contact us immediately and include photos of the issue. We will gladly provide either a replacement unit or a full refund, depending on your preference.

Complimentary Replacement Policy

If we provide a complimentary replacement unit as part of our warranty or as a customer service gesture: the replacement is provided solely to resolve an issue with your original order and is not considered a new purchase; accepting a complimentary replacement does not create a new return period or additional replacement rights; complimentary replacement units cannot be returned or refunded except where required by applicable consumer protection laws; unless otherwise agreed in writing, only one complimentary replacement will be issued per order for the same issue. Nothing in this policy limits any mandatory consumer rights that cannot legally be waived.

Package Marked as Delivered but Not Received

If your tracking shows your order as delivered but you haven't received it, please wait up to 48 hours, check with neighbors or household members, verify shared mailrooms or parcel lockers, and contact your local shipping carrier. If the package still cannot be located, contact us and we'll gladly help resolve the situation.

Lost or Delayed Orders

If your shipment is delayed due to the carrier, customs or weather conditions, we'll actively monitor the shipment. If the carrier officially declares the package lost, we'll send a replacement or issue a refund.

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns for perishable goods, customized or personalized products, personal care or hygiene products, hazardous materials, or flammable liquids or gases. Products that have been used by a pet or filled with food or treats are also non-returnable unless faulty. Additionally, sale or discounted items and gift cards are non-refundable.

Exchanges

The quickest way to exchange an item is to request a return, and once approved, place a new order for the desired item.

European Union — 14-Day Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days without providing a reason. Returned items must be unused, in original packaging, and accompanied by proof of purchase. This right applies in addition to, and not instead of, our 90-day return window.

United Kingdom

If your order is delivered in the United Kingdom, you have an equivalent 14-day cancellation right under the Consumer Contracts Regulations, plus your rights under the Consumer Rights Act 2015 in respect of faulty or misdescribed goods.

Refunds

Once your returned item has been received and inspected, we'll notify you of the outcome. If approved, your refund will be issued to your original payment method within 10 business days. If more than 15 business days have passed since your refund was approved, contact us at hellopianofeeder@outlook.com

The PianoFeeder Promise

90-Day Satisfaction Guarantee: if you're not completely satisfied with your PianoFeeder experience, contact us and we'll do our best to make it right. Quality Assurance: every PianoFeeder product is inspected before shipping. Customer Support Guarantee: we answer every customer inquiry within 24–48 business hours.

Holiday Shipping Notice

During the holiday season, shipping carriers experience significantly higher order volumes, so deliveries may occasionally take up to 30 days, although most orders arrive much sooner. Delivery before Christmas cannot be guaranteed, and orders arriving after Christmas are not eligible for refunds solely due to delivery timing.

Need Help?

If you have any questions regarding returns, refunds or your order, we're always happy to help: hellopianofeeder@outlook.com