Disclaimer & Warranty Information

Charcoal Pianos, reserve the right to change, delete, or otherwise modify the information which is represented without any prior notice. Persons receiving this information will make their own determination as to its suitability for their own purposes prior to use.

All weights and measures shown are the best approximations.
Possession of our price list or literature does not constitute an offer to sell.
Some variations between pictures of our barbeques in our catalogue/website and product may occur.

Product Liability

Charcoal Pianos is not responsible for any harm or injury caused due to any person’s use of the equipment (proper, improper, or negligent). The product shall only be operated by someone over the age of 18, of sound mind, and not under the influence of any drugs or alcohol, who has been trained in the correct operation of the barbeques and any heat source used. Any modification to the products voids any warranty and may cause harm to individuals using our barbeques or in the vicinity of the barbeques while in operation.

Product Safety Caution

Customer and/or user of any Charcoal Pianos barbeques shall only use charcoal as a heat source. Adding oil fuel starters such as kerosene can result in injury and/or death.

Any warping of metal on the barbeque will return to normal once cooled down.

Please note, it is the user/owner’s responsibility if damages to a Charcoal Pianos barbeque occur caused by over-firing, blowouts caused by environmental conditions such as strong winds or inadequate ventilation, scratches, dents, corrosion, deterioration of painted and plated finishes, discoloration caused by heat, abrasive or chemical cleaners or UV exposure or damages caused by misuse, accident, hail, grease fires, lack of cleaning and maintenance, hostile environments such as salt or chlorine, alterations, abuse, neglect or parts installed from other manufacturers (with exception of fire bricks).

If you live in a coastal area or have your product located near a pool or hot tub, maintenance includes regular washing and rinsing of the exterior surfaces as outlined in the accompanying owner’s manual, to prevent surface corrosion.

Prices and Product Specifications

Note, prices may also be changed without notice due to unforeseen cost increases of imported products, raw materials, or currency fluctuations.

Order Placement

When placing verbal orders over the telephone, Charcoal Pianos is not responsible for verbal misunderstandings or mistakes. Please contact us immediately if you would like to cancel or modify an order. To maintain accuracy and efficiency in our order process, we are unable to alter any orders after they have been packed and shipped. If the product has been shipped after the change in the order, the customer assumes all costs for shipping and/or transportation when returning the product.

If you would like to add to or modify your order in any way, please contact us to cancel the order so you can reorder exactly what you need within 24 hours.

If we cannot cancel an order because it has already shipped from our warehouse, please see our returns procedures.

Freight

Our freight program depends on the carrier and customs, the ETA was given on transit days is an estimate.

All items shipped are subject to Declared Value. We sell fairly expensive equipment ranging from $30 to over $5000 mostly. We do sell internationally and normally don’t have any problems. However, we do pretty frequently get messages from international Customers asking us to declare less value on the customs form so they do not have to pay so much in duties and taxes.

We always decline such requests and explain that such puts us at risk, if something were to happen to the product in transit or if not received.

Note, shortage or damage in shipment does not excuse the buyer from timely and full payment of the invoice.

Unless we are advised otherwise, backorders will be shipped when the product arrives. If an early shipment is requested, then freight charges become the customer’s responsibility.

Our freight program depends on the carrier and customs, the ETA was given on transit days is an estimate. If there are unforeseen delays, Charcoal Pianos DOES NOT assume any responsibility for lost sale or any other monetary compensation relating to the estimated delivery time.

Our products are required to be shipped on a wood pallet due to weight, size, product type, and packaging constraints. Please keep this in mind when picking up your products from freight carriers or when arranging pick up.

Any unexpected extra or surcharges (such as limited access, inside delivery, residential address, lift gate, etc.) identified by the freight company at the time of delivery, will be added to the customer’s Charcoal Pianos invoice.

Freight Claims

Upon receipt of your shipment, please inspect for external damage. If no damage is evident on the external packaging, open packaging to ensure all ordered items are within the box, and that there is no concealed damage to the product(s). If the package has suffered rough handling, bumps, or damage (visible or concealed), please note it on the bill of lading before accepting the delivery and contact Charcoal Pianos within 24-hours, so we may initiate a claim with the carrier. If the customer exceeds the 24-hour limit, Charcoal Pianos cannot process the claim. A detailed report on the extent of the damage caused to the product(s) must be filled out within three days from the delivery date shown in the shipping documents.

Third-Party Shipping:

Charcoal Pianos has no recourse for damaged products that were shipped collect or third-party. In the event of a shortage, or if the damage is detected on a collect or third-party shipment, notify the delivering carrier at once to request an inspection and file a claim promptly. Any delay may cause you a loss. Shortage or damage in shipment does not excuse the buyer from timely full payment of the invoice. We cannot reimburse claims for shortages or delays caused by the carrier responsible.

By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.

Packaging

Charcoal Pianos reserves the right to package items in any way it deems to be the most suitable, safe, and economic manner. Packaging dimensions may not accurately represent final shipping dimensions.

Taxes

Taxes are charged as required by local or federal law.

Returns

Returns will not be accepted unless approved in writing. Any returned product must be received at our warehouse within 30 days of purchase. To obtain a return authorization, please call our customer service line. All authorised returns must be shipped freight prepaid.

A restocking charge of 35% will apply to unused products in their original packaging. Return of used products is subject to inspection and a restocking charge of 50% or more may apply.

Prices, payment, and GST

All prices displayed on our website are in Australian dollars and include GST. All payments are processed in Australian dollars. We accept payment by various methods, including PayPal, Stripe, and/or other payment options as displayed on the website and during the checkout process.

Prices are subject to change effective immediately upon posting to our website or other forms of notification.

Payment security

We do not permanently store your credit card or bank information, as the payment is processed by third-party companies. We will not be liable for any damages or losses (whether direct or indirect) caused if a member’s card is used fraudulently.

To prevent fraudulent use of credit cards or other payment options, we will undertake reasonable efforts to validate the legitimacy of the order and payment method. This process may include requesting proof of identity and a formal check. However, we do not guarantee that we can prevent the fraudulent use of such information by unauthorised third parties. In instances of high-value orders being placed and/or where we suspect your card may be at risk of fraudulent use, we will follow internal company procedures to confirm the order is bona fide. Orders undertaking a formal check will be placed on hold until we have received confirmation this transaction is legitimate. Where we cannot reasonably rule out fraudulent card use prior to processing your order, we may decide to cancel the order (notifying you via email).

Custom and/or special ordered barbeques are not returnable.

Warranty

Charcoal Pianos provides a 3 years warranty against all defects of material and manufacturing for domestic use and 1 year for commercial use, as well as for defective assembling at factory level with exception of all barbeque fire bricks, which can be purchased at any home supply store.

Conditions of Charcoal Pianos Warranty:

A copy of the Bill of Sale and/or serial number is required for all warranty claims.
The warranty is valid in Australia and New Zealand.
Charcoal Pianos reserves the right to either repair or replace a product at our discretion.
This warranty does not apply to abuse, willful or accidental damage, willful or accidental fire damage to property or customer’s personal items, or to products used for other than their intended purpose.
Any tampering or modifications to any barbeques will automatically cancel the warranty guarantee.
Items not covered by our guarantee include components that are subject to natural wear and tear such as fire bricks. Products subject to abuse, misapplied, misused, subjected to harsh chemical action, or external causes such as injury/damage by fire, damaged by flood, snow, fire, or other acts of God, or altered or missing serial numbers automatically void warranty.
This warranty is not transferable and is limited to any barbeque and equipment sold by Charcoal Pianos for the original user.
This warranty does not apply to any equipment that has not been installed in accordance with the directions published in the appropriate installation and operation manuals.
If the equipment has been changed, altered, modified, or repaired with parts not authorised by Charcoal Pianos (with exception of fire bricks) shall not be responsible for warranty claim.
Regular maintenance, such as cleaning, greasing, shall be the responsibility of the customer.
If required by Charcoal Pianos, the customer shall return to Charcoal Pianos to the warehouse for a full examination of any failed product or part to confirm that the part has failed as a result of material or workmanship.
All parts orders are shipped via ground courier only. Extra rush shipment charges will be the responsibility of the end-user or dealer.

This warranty and the liabilities set forth herein are exclusive and instead of all of their liabilities and warranties, express or implied, including but not limited to, implied warranties of merchantability and fitness for particular warranty purpose and constitutes the only warranty of Charcoal Pianos liability on any claim, including but not limited to negligence, shall not exceed the price of the equipment that gives rise to the claim.

The foregoing warranty is the entire warranty of Charcoal Pianos. Charcoal Pianos neither assumes nor authorises any other person, purporting to act on its behalf, to modify or to change this warranty or any other warranty or liability concerning Charcoal Pianos barbeques and equipment. This warranty provides the exclusive remedy against Charcoal Pianos relating to ALL Charcoal Pianos products, whether in contract or tort or under any other legal theory, and whether arising out of warranties, representations, instructions, or defects from any cause. Charcoal Pianos shall not be liable, under any legal theory, for loss of use, revenue or profit, or for substitute use or performance, or incidental, indirect, or special or consequential damages, or for any other loss of the cost of similar type. The liability of Charcoal Pianos is limited to the repair or replacement of any part found to be defective.

Questions and contact information

If you have any questions or would like more information, please contact us at enquiries@charcoalpianos.com.au.
We are located in Bexley, Sydney NSW, Australia