I. General Provisions

This guideline applies to all instrumental products from Terence (hereinafter referred to as "Products") and is used to determine whether a user's repair issue falls within the warranty coverage.

If the Product meets any of the following non-warranty conditions, free warranty service will not be provided. Users can choose paid repair or handle the issue on their own.

II. Non-Warranty Determination Criteria

1. Human Damage or Improper Operation

Determination Scenarios:

1) Damage to appearance or internal structure caused by external forces such as dropping, impact, or compression (e.g., broken keys, cracked body, deformed circuit board);

2) Liquid spills, moisture, or liquid ingress (e.g., circuit short circuit, board corrosion);

3) User disassembly, modification, or replacement of non-original parts (e.g., replacing strings independently, disassembling circuits);

4) Failure to operate according to the manual (e.g., overloading power supply, incorrect device connections).

Determination Basis:

1) Obvious signs of human damage on the appearance (scratches, dents, etc.);

2) Internal inspection reveals evidence of unauthorized repair or modification;

3) The fault is directly related to the user-described operation.

2. Abnormal Usage Environment

Determination Scenarios:

1) Long-term exposure to high temperature, high humidity, strong light, or dusty environments (e.g., material deformation, electronic component corrosion);

2) Storage or usage environments with pest infestation or pet damage (e.g., chewed keys, gnawed internal circuits);

3) Damage during transport due to not following packaging requirements (e.g., shipping without original packaging).

Determination Basis:

1) Evidence of environmental corrosion or pest damage on the surface or inside the product;

2) Photos of the storage environment or logistics records provided by the user showing abnormal conditions.

3. Force Majeure or Accidental Events

Determination Scenarios:

1) Damage caused by natural disasters (e.g., floods, earthquakes, fires);

2) Third-party liability accidents (e.g., rough transport by logistics, third-party repair errors).

Determination Basis:

1) Proof of disaster from local meteorological authorities or other credible agencies;

2) Damage liability report issued by the logistics company.

4. Exceeded Warranty Period or No Valid Proof

Determination Scenarios:

1) The Product exceeds the warranty period promised by the brand or platform;

2) The user cannot provide any valid purchase proof (e.g., compliant order screenshot, invoice).

Determination Basis:

1) System order records or invoice dates exceed the warranty period;

2) Cannot provide proof of purchase through authorized offline channels.

5. Non-Quality Issues or Normal Wear and Tear

Determination Scenarios:

1) Subjective differences in sound (e.g., touch, tone preference);

2) Wear caused by normal use (e.g., worn keys or pedals, decreased key sensitivity);

3) Compatibility issues due to unupdated smart digital piano software/firmware (users should be guided to update first).

Determination Basis:

1) Terence technical inspection report confirms no hardware faults;

2) Wear corresponds to the product's years of use.

6. Other Non-Warranty Situations

1) Products used for commercial performances, rentals, or other non-personal use;

2) Resold second-hand products (based on proof and actual user information).

III. Dispute Resolution

If a user disputes a non-warranty determination, they may apply for reinspection by a third-party testing agency, with inspection fees borne by the responsible party.

Terence reserves the right to adjust the determination criteria based on actual circumstances.

IV. Supplementary Provisions

This guideline is effective from the date of publication. Final interpretation rights belong to the e-commerce platform and the brand.

By purchasing, users are deemed to have read and agreed to these rules.