General Terms and Conditions

1. The customer confirms that he/she accepts this agreement and the following provisions.
2. In the following terms, "the Company" refers to "Studio Cantabile".
3. The information, photographs, images, products, services and other materials contained and/or displayed herein are for information purposes only and do not constitute part of any offer, contract, representation or warranty, whether expressly or impliedly.

Price and Order

1. The Company reserves the right to change the prices of goods without prior notice. All orders are subject to the Company's sole discretion and are accepted based on stock availability.
2. The prices of products on this website may differ from those in our stores.
3. The prices on this website are in Hong Kong dollars.
4. The prices of goods are based on the prices shown on the day of ordering.
5. Under no circumstances will the Company entertain any request to change items already ordered.
6. The Company may cancel an order and refund the relevant payment to the customer through the original payment platform (if applicable) without providing compensation due to the following circumstances:
   1. The product information displayed on our website is obviously wrong or out of stock;
   2. Price errors;
   3. Website technical issues;
   4. The order information is obviously wrong or the order quantity exceeds the company's inventory;
   5. The Company may cancel the order at its sole discretion due to force majeure, transmission delays, failure of the Company's website or system, third-party attacks, or other circumstances beyond the Company's control;
   6. The customer fails to complete the payment procedure within the specified time;
   7. The Company reserves the right to take all necessary legal measures to protect its legitimate rights and interests in the event of any customer using robots, scripts, plug-ins, or other technical means to invade the Internet and make purchases, thereby affecting the normal consumption behavior or related legal rights of other users and disrupting the Company's normal product sales.
7. All orders are subject to final confirmation, subject to availability. If the Company is unable to provide any ordered product or service, the Company reserves the right to refuse the order. If the Company is unable to provide any ordered product or service, the Company will notify the customer by phone or email prior to delivery.
8. If the order transaction is illegal, such as credit card theft, etc., the customer should report the loss and record it with the card issuer. The responsibility for the relevant transaction shall be based on the decision of the card issuer. The Company shall not bear any legal responsibility to the customer.

Shipping Policy

1. Hong Kong online shopping offers free shipping to designated residential addresses for single orders of HK$300 or more. For Hong Kong online orders under HK$300, customers can add a designated shipping fee to their designated residential address. The designated shipping fee will be automatically calculated during checkout.
2. Macau online shopping orders of HK$5,000 or more can enjoy free shipping to designated residential addresses. For Macau online orders under HK$5,000, customers can pick up the goods at the Macau Tong Li Music Store.
3. After completing the online payment process, customers will receive a confirmation email from our company. Regarding delivery arrangements, our company will contact customers within three business days of receiving the order confirmation to schedule a delivery time. If there is a delay in credit card bank approval, the delivery date will be adjusted accordingly.
4. Hong Kong delivery service is local only; no international delivery is available. Delivery covers Hong Kong Island, Kowloon, the New Territories, and designated outlying islands: Discovery Bay*, Ma Wan, and Tung Chung. Delivery does not cover the following outlying islands: Cheung Chau, Lantau Island, Mui Wo, Pui O, Cheung Sha, Tong Fuk, Shui Hau, Shek Pik, Po Lin Monastery, Tai O, or any areas where trucks are prohibited from entering. (Delivery to Discovery Bay will incur an additional $300 surcharge.) Delivery to logistics centers, smart lockers, and consolidation warehouses is not within our delivery area. Tom Lee Music Limited reserves the right to cancel any orders and charge a 10% administration fee without prior notice.
5. Our Macau delivery service is limited to Macau (including Macau Island and Taipa). We do not deliver to overseas or other regions. Macau orders (including pickup or delivery) should arrive at Tong Lee Music Store in Macau within 1 to 3 weeks of ordering. Orders containing items restricted by the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES) may require 3 to 5 weeks to process. Upon receiving an order, we will contact the customer to confirm the order details. Once the order is ready, we will contact the customer again to arrange delivery.
6. The delivery address cannot be a PO box number. Please provide a detailed delivery address and contact number.
7. Delivery service is not available for deliveries where the truck cannot reach directly.
8. If the delivery address is not accessible by lift or the goods are too large to be transported by lift, the company reserves the right to charge additional delivery fees, which must be paid immediately in cash to the company's logistics department.
9. The following terms apply to all products (but excluding pianos, digital pianos, electronic keyboards, etc.):
   1. The delivery date refers to the date the customer places the order or the date the goods arrive and can be delivered, whichever is later.
   2. Once the goods are delivered, the risk of the goods shall be borne by the customer and the customer must collect the goods within 30 days after the delivery date.
   3. If the customer fails to take delivery of the goods within 30 days of the above-mentioned delivery date, the customer may request to store the goods for a maximum period of 6 months after the customer has paid the full amount. All relevant storage fees must be paid in advance.
   4. The monthly storage fee is 5% of the purchase price or HK$1,000 per item, whichever is greater.
   5. After purchase, the transaction cannot be cancelled. Any cancellation due to exceptional circumstances must be approved by the Company. Failure to do so will result in a fine of 10% of the purchase price or forfeiture of the deposit paid (whichever is greater). Any cancellation request must be made within 30 days of the purchase date.
   6. If the customer fails to collect the goods within the 6-month storage period, the customer will be deemed to have abandoned the goods. The Company may dispose of the goods without prior notice and will not be liable to the customer. All payments made by the customer will not be refunded.
   7. The company reserves the right to adjust storage fees without prior notice.
   The following terms refer to all products including pianos, digital pianos, and electronic keyboards:
   1. The delivery date refers to the date the customer places the order or the date the goods arrive and can be delivered, whichever is later.
   2. When purchasing a piano, customers must pay a deposit. The amount of the deposit will be determined by our company.
   3. Once the goods are delivered, the risk of the goods shall be borne by the customer and the customer must collect the goods within 30 days after the delivery date.
   4. If the customer fails to take delivery of the goods within 30 days of the above-mentioned delivery date, the customer may request to store the goods for a maximum period of 12 months after the customer has paid the full amount. All relevant storage fees must be paid in advance.
   5. The monthly storage fee is 5% of the price of the goods per item.
   6. If the customer fails to collect the goods within the 12-month storage period, the customer will be deemed to have abandoned the goods. The Company may dispose of the goods without prior notice and will not be liable to the customer. All payments made by the customer will not be refunded.
   7. After purchase, the transaction cannot be cancelled. Any cancellation due to exceptional circumstances must be approved by the Company. Failure to do so will result in a fine of 10% of the purchase price or forfeiture of the deposit paid (whichever is greater). Any cancellation request must be made within 30 days of the purchase date.
   8. The company reserves the right to adjust storage fees without prior notice.
10. If no one answers the door at the delivery address on the day of delivery, the delivery fee will not be refunded. If you need to arrange delivery again, we will charge you for the delivery fee again.
11. The Company will use reasonable efforts to deliver the goods to customers. Under this premise, except for the Company's gross negligence, the Company will not bear any legal liability for any loss or damage suffered by customers due to delivery failure, delivery delay or other causes during the delivery process.
12. If there is bad weather, road congestion or closure on the delivery day, the delivery service may be delayed or suspended. We will contact the customer within 48 hours to make further arrangements. The replacement delivery service will be completed within 10 days.
13. Studio Cantabile reserves the right to determine the final delivery scope without prior notice.

Store Pickup

1. Customer When shopping at Studio Cantabile's online store, you can choose to pick up your order at a designated store.
2. Once the customer completes the payment process, the company does not accept requests to change the pickup location.
3. Please collect your order at the address and date indicated on your order confirmation. Due to unforeseen circumstances such as inclement weather, road congestion, or closures, store hours may be subject to change. Please call the store to confirm hours before collecting your order.
4. If the store where you want to collect the product is closed due to weather or other factors, customers can go to the store to collect the product the next day.
5. When picking up your order, please provide a valid order confirmation letter. Expired order confirmations will be invalid. Order confirmation letters cannot be exchanged for cash or other goods.
6. For in-store pickup orders, a store associate will send an instant confirmation SMS to the phone number listed on the order. Customers will then need to repeat the code to the associate to complete the authentication process and present the credit card used for online purchases for verification.
7. Customers who choose to collect their orders at designated Hong Kong stores can collect their orders at the designated location 7 working days after completing payment and please complete the collection process within 14 working days.
8. Customers who choose to collect their orders at our Macau store can collect their orders at the designated location as early as 14 working days after completing payment, and please complete the collection process within 21 working days.
9. If the customer fails to collect the goods at the branch within the specified date, Studio Cantabile reserves the right to charge customers a storage fee.
10. If you are unable to collect the goods in person, you may authorize a third party to collect them on your behalf.
    The person collecting the goods on your behalf must present the following documents* (Please click here to download the authorization letter template )
    1. Authorization for collection of goods (the name, first four digits of the ID card and phone number of the person collecting the goods must be listed on the authorization letter)
    2. Please present the credit card used for online purchase for verification. (A copy is also acceptable)
    3. The ID card of the person collecting the documents for verification.
       If the representative fails to provide all the above documents, Tong Li Music Co., Ltd. reserves the right not to return the goods.

Exchanges and Refunds

1. Once an online order is confirmed, it cannot be cancelled or changed, and no refunds are available.
2. If a customer discovers a manufacturing defect in a product within 10 days of purchase or delivery, whichever is later, customers who choose delivery service may contact the designated store to request a replacement; if they choose in-store pickup, please contact the store where they picked up the product. Both conditions must be met:
   1. All returned items must be unopened or unused
   2. All parts, accessories, manuals, warranty cards (if not filled in), gifts and redemption gifts must be intact and returned with the product.
   3. The original invoice and credit card used for purchase must be presented. Otherwise, the Company reserves the right to refuse the exchange. If the customer fails to provide and return the required documents or goods, the Company reserves the right to refuse the application.
3. After investigation, the company may arrange a replacement or exchange for another product of equal value. If a higher-priced product is required, the difference in value will be refunded. If the exchanged product is worth less than the returned product, the difference will not be refunded. Customers must ensure that the product is in good condition and in working order. Late requests will not be accepted.
4. The logistics and related costs of returning the goods must be borne and arranged by the customer. The company does not bear any legal responsibility to the customer during the process.
5. Under normal circumstances, paid purchases are non-refundable. However, under special circumstances, with our approval, and if the product has not been delivered, a 10% administrative fee will be charged to the customer. Refunds will be made to your card-issuing bank within 14 business days. Please contact your card-issuing bank to inquire about the refund's deposit into your account.
6. If the product you return is not defective, we reserve the right not to replace or refund it. We may require you to pay all reasonable shipping and repair costs and charge the registered credit or debit card or payment method you provided to us when placing your order. To the extent permitted by law, we will not be liable for any resulting losses, liabilities, costs, damages, and charges.

Studio Cantabile reserves the right to make any changes to the above terms without prior notice and reserves the right of final decision on all transactions.