I. Introduction

Terrence electronic keyboards and digital pianos strictly follow the national Three Guarantees Law, adhere to industry guidelines, and fully respect consumer rights, providing comprehensive service protection for consumers. For products that are guaranteed for return within 7 days, exchange within 15 days, and repair within one year as stipulated by the state or agreed with consumers, Terrence will provide corresponding after-sales services in accordance with national regulations.

1. Terminology Conventions

2. Product Warranty Period

Under circumstances that comply with legal regulations and mutual agreements, Terrence Company promises that products can be returned within seven days, replaced with new ones within 15 days if there are quality issues, and provides a one-year free warranty service.

Notes:

1. For Terence electronic keyboards and digital pianos, the main reference for the start of the warranty period shall be the date of order delivery receipt or the date of order completion on the e-commerce platform (if the two dates are different, the earlier date shall be used);

2. Products that meet the legal replacement conditions and are replaced within the replacement period will have their warranty period recalculated for the entire unit. If only the bare unit is replaced, the warranty period for the bare unit will be recalculated, while other accessories will follow the original warranty period;

3. If the last day of the warranty period falls on a statutory holiday, the last day of the warranty period shall be the next working day;

4. Electronic keyboards and digital pianos support replacement for quality issues within 15 days (replacement process approximately 7 days);

5. Damage caused by impacts, breakage, liquid ingress, etc., due to the user's operation after use of electronic keyboards and digital pianos is not covered by the warranty;

6. Parts or accessories replaced under out-of-warranty repair enjoy a limited 90-day warranty period (excluding maintenance, calibration, and other non-material services).

II. Return policy

1. Online authorized store channel purchase

1) 7 days no reason to return

Terrance promises you that within 7 days from the day after the product is delivered, the product is intact, undamaged, and the packaging accessories are complete, and you can choose to return it without reason.

2) 7 days for quality problem return

Terence promises you that within 7 days from the day after the product is delivered, if the product has a functional failure or quality problem, it will be tested by Terence and confirmed to be a non-human product quality problem, and you can choose to return the product within 7 days.

2. Offline authorization and agency channel purchase

1) 7 days no reason to return

Terrance promises you that within 7 days from the day after the purchase of the product, the product will be in good condition, without damage, and the whole machine packaging will be unopened, and you can choose to return it without reason.

Note: Each offline authorized store only accepts the request for unreasonable returns of products sold in their own stores.

2) 7 days for quality problem return

Terrance promises you that within 7 days from the day after the product is delivered, if the product has a functional failure or quality problem, it will be tested by Terrance and confirmed to be a non-human product quality problem, and you can choose to return the product within 7 days.

Note: Each offline authorized store accepts the return request for quality problems of the products sold in its own stores.

3. Logistics costs

1) 7 days no reason to return, the freight cost is borne by you;

2) 7-day quality problem return, after testing to meet the return standard, the freight will be borne by Terrance Company, if it does not meet the return standard, Terrance will send the product back to the original address, and the freight cost will be borne by you.

III. Exchange policy and process

1. Online authorized store channel purchase

1) 15 days quality problem exchange:

Terrance promises you that within 15 days from the day after the order logistics signing time or the order completion time of the e-commerce platform, if the product has a functional failure or quality problem and the appearance is intact (no bumps or damage), it will be tested by Terrance and confirmed to be a non-human product quality problem, we will replace the machine for you free of charge.

2) After-sales exchange process:

If you need to apply for exchange for electronic piano and electric piano products purchased from authorized stores online, please apply for exchange service in the corresponding e-commerce platform system.

2. Offline authorization and agency channel purchase

Contact the seller of the corresponding offline authorization and agency channel for consultation.

3. Logistics costs

15 days of quality problem exchange, after testing to meet the exchange standards, the freight will be borne by Terrance Company, if it does not meet the exchange standards, Terrance will send the product back to the original address, and the freight will be borne by you.

IV. Maintenance policies and procedures

1. Maintenance policy

Terrance promises to you: within 1 year from the day after the order logistics signing time or the order completion time of the e-commerce platform (if the two dates are inconsistent, the earlier date shall prevail), if the product has functional failures or quality problems, it will be tested by Terrance Company and confirmed to be non-human product quality problems, we will repair it for you free of charge; Man-made damage cannot be repaired free of charge, and you will be charged accordingly.

2. Maintenance process

You can contact the store for repair service or call 4008-550-560 to request after-sales service.

V. Precautions

1. When returning the product, the consumer should return the product itself, accessories (including packaging, accessories, etc.) and gifts; Gifts include physical items, APP redemption cards (redemption codes), etc. If the gift cannot be returned together, the operator may require the consumer to pay the gift price according to the pre-indicated gift price, and Terence has the right to directly deduct the price from the return payment;

2. Consumers should ensure that the returned products and related accessories (attachments) (such as manuals, three-pack cards, etc.) are complete, and maintain the original quality and function, without damage, contamination, scratching and anti-counterfeiting, activation (authorization) of lifetime members, etc., and there are no traces of appearance or unreasonable personal use that are difficult to restore to their original state；

3. The outer packaging of the product is an inseparable part of the product, and it should be complete and not seriously damaged or contaminated when returned. "Outer packaging" refers to: the original packaging of the manufacturer (minimum sales unit), excluding the packaging of the seller or logistics service provider re-packaged;

4. The following situations are not within the scope of free refund, replacement and warranty:

1) The product has exceeded the return and exchange period, and the repaired product has exceeded the warranty period;

2) The appearance and function of the product do not meet the return and exchange standards;

3) Damage caused by transportation, loading and unloading during return, exchange or repair;

4) There are traces of appearance that are difficult to restore to their original state, and unreasonable traces of personal use will not be able to enjoy 7 days of unreasonable return; The outer packaging, accessories, gifts, instructions, and SN barcodes of the returned product are inconsistent or incomplete;

5) Damage caused by disassembly, repair and modification (including hardware or system software modification) without the authorization and permission of Terrance Company;

6) Failure to install, use, maintain, and store products in accordance with the requirements of the instruction manual leads to product failure or damage.

7) The product is damaged due to unexpected factors or human actions. Such as: liquid inlet, falling, input inappropriate voltage, excessive extrusion, long-term exposure, etc. For power adapters, if there are obvious hard object damage, cracks, broken feet, serious deformation, power cord damage, broken wires, bare cores, etc.

8) The waterproof label attached to the host is discolored, the product nameplate, SN barcode, and tamper-evident label are torn off or damaged, and are blurred and unrecognizable;

9) Product failure or damage caused by force majeure (such as earthquake, fire, lightning strike, voltage instability, etc.);

10) any products not sold by Terence;

11) The information of the three-guarantee voucher is inconsistent with the product model or the warranty voucher is altered;

12) Other situations that should not be returned or exchanged in accordance with the law.

13) The non-guarantee situation described in the "Non-guarantee Judgment Guidelines" in the Terrance Judgment Policy occurs.

5. Before applying for after-sales service, it is recommended to contact in advance to inquire about the vouchers and acceptance time that need to be provided.

VI. Special statement

1. The above terms and conditions only apply to Terrance electronic keyboards and electric piano products sold in Chinese mainland (except Hong Kong, Macau and Taiwan).

2. Terence does not assume any responsibility for other commitments made to you by sellers such as offline authorization and agency channels that are not guaranteed by Terence.

3. If there is any conflict between this service policy and national laws and regulations, all national laws and regulations shall prevail.

4. To the extent permitted by law, Terence may adjust the relevant service policies, please consult the Terence Consumer Service Hotline at 4008-550-560.

Note、Non-warranty judgment guidance for Terrance electric piano & electronic keyboard products, click to view >