Refund and Returns Policy

At SoloPlay (“SOLO”), an online musical instrument store, operated by Specialized Piano Store FZE (“SPS”), we always strive to ensure our customers are satisfied with their purchases. If your product arrives damaged or faulty, please contact our team immediately. We will provide you with the necessary assistance to replace your product and resolve any issues.

Return Eligibility: We accept returns under the following conditions:

• You have ordered a new musical instrument.
• You have received a wrong order.
• The musical instrument is defective or damaged.
• The manufacturer requests the return of the instrument(s).

Notification Period: You must inform SOLO within 2 days after receiving the order to be eligible for a return. Please contact us promptly to initiate the return process.

Exceptions: Please note that customers are not entitled to a replacement if they change their mind about the purchased musical instrument or if they find the instrument available elsewhere at a lower price. We encourage customers to carefully consider their purchase decisions before placing an order.

Cancellation Policy: If you wish to cancel an order that has not been processed or approved by us, please send us a cancellation notice. In such cases, we will cancel the order and refund the amount after deducting any bank charges. Please note that we cannot cancel orders that have already been processed, cleared, and are ready to be shipped or delivered by us. SOLO reserves the right to determine whether an order has been processed or not. By purchasing from us, the customer agrees not to dispute the decision made by SOLO regarding the cancellation and accepts our final decision.

Refund Process: Once we receive the returned musical instrument and verify its eligibility for return, we will initiate the refund process. Please note that refunds will be issued using the original payment method used during the purchase. The refund amount will exclude any shipping charges or deductions as specified in our policies.

SOLO, is committed to providing excellent customer service and ensuring a smooth return and refund process. If you have any further questions or require clarification on our policies, please do not hesitate to contact our customer service team.

SoloPlay by Specialized Piano Store FZE


United Arab Emirates