How can I contact Kawai's Technical Support Division (TSD)?
Contact TSD by email at service@kawaius.com, by phone at (310) 631-1771 ext. 6867, or visit at 2055 E. University Drive, Rancho Dominguez, CA 90220.
Read full answerFrequently Asked Questions
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How do I report a defective product purchased from Kawai's online store?
Report operational failures to support@kawaius.com or call (310) 631-1771 ext. 6868. A product support specialist will contact you to assess the issue.
Read full answerHow do I report shipping damage on an instrument from Kawai's online store?
Report shipping damage within 5 days of receipt by emailing service@kawaius.com or calling TSD at (310) 631-1771 ext. 6867. Attach photos if possible.
Read full answerWhat are the conditions for returning an instrument purchased from Kawai's online store?
The instrument must be returned in its original packaging and received in new condition. Shipping charges are not refundable. Repair and restocking fees may apply if improperly packed.
Read full answerWhat is Kawai's online store return policy?
Kawai's online store has a No-Questions-Asked return policy for instruments within 15 days of receipt. Accessories are not returnable. Email sales@kawaius.com to start the process.
Read full answerWhat is required for carry-in service at Kawai's facility in Rancho Dominguez, CA?
Product brought to Kawai's Rancho Dominguez facility must have an RA number. Call TSD before arriving and notify Kawai of the delivery time.
Read full answerHow are warranty repairs shipped back to customers?
Warranty repairs are returned pre-paid via Federal Express Ground. Expedited shipping is available by request at the owner's expense.
Read full answerHow are completed non-warranty repairs returned to customers?
Completed non-warranty repairs are returned by Federal Express Ground unless special handling is requested. Shipping charges will be added to the invoice.
Read full answerWhat are the payment terms for non-warranty repairs at Kawai?
All non-warranty repair charges must be charged to a valid credit card prior to shipment back to the customer. Do not include credit card info in documentation with the returned unit.
Read full answerWhat happens if I return a unit to Kawai without a Return Authorization number?
Units returned without a Return Authorization number will be refused and returned to the sender.
Read full answerWhat should I do if I receive an incorrect product from Kawai?
Accept the shipment and contact TSD to arrange return of the incorrect unit and shipment of the correct product. An RA number will be issued.
Read full answerHow should I handle returning a damaged instrument to Kawai?
Contact TSD for approval. Since shipping damage is not Kawai's direct responsibility, options include filing a claim with the shipper or parts replacement and labor reimbursement.
Read full answerWhat happens to defective units that are returned to Kawai?
Kawai will repair or replace defective units at its option. Units may not be returned for credit. Include a description of the issue and the RA number must be on the carton.
Read full answerCan acoustic pianos be returned directly to Kawai by retail customers?
No — acoustic pianos cannot be returned directly to Kawai by piano owners. The return process must go through an Authorized Kawai Dealer.
Read full answerDo non-serialized items like adapters and headphones require an RA number?
Non-serialized items do not require an RA number but still require pre-authorization from TSD before return.
Read full answerDo I need a Return Authorization (RA) number to return merchandise to Kawai?
Yes — all authorized Kawai dealers must obtain an RA number from TSD before returning any serialized merchandise or electronic sub-assemblies.
Read full answerWhat warranty coverage is available for Kawai digital pianos?
Kawai digital piano warranties vary by series: CN/CA/DG/NV Series — 5 years parts and labor; KDP/ES/CX Series — 3 years parts and labor; MP/VPC Series — 3 years parts, 1 year labor.
Read full answerWhat documentation do I need to maintain my Kawai warranty coverage?
Retain your original sales receipt as proof of purchase date and fill out and return your warranty card to Kawai.
Read full answerWhat does the Kawai acoustic piano warranty cover?
The warranty covers defects in materials and workmanship. Normal wear and external forces beyond the manufacturer's control are not covered.
Read full answerIs Kawai's acoustic piano warranty transferable to a new owner?
Yes — Kawai's 10-Year Full Warranty is fully transferable, enhancing the resale value of the instrument for the full warranty period.
Read full answerWhat is the difference between a full warranty and a limited warranty?
A full warranty guarantees repair or replacement and is transferable to new owners. A limited warranty places restrictions on the manufacturer's liability and is generally not transferable.
Read full answerWhat warranty coverage does Kawai offer on acoustic pianos?
Kawai acoustic pianos are covered by a 10-Year Full Warranty — one of the strongest in the piano industry, including full replacement if a problem cannot be corrected.
Read full answerThere are scratches on the display of my brand new Kawai piano — what should I do?
Check for protective film first. If the scratches are on the actual display, document them and contact your dealer.
Read full answerIs my piano's warranty transferrable?
No — the Kawai manufacturer's warranty is available to the original retail purchaser only.
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