Section 1 – Scope

(1) These General Terms and Conditions apply to contracts between Reinert GmbH & Co. KG (hereinafter “Reinert”) and its customers concerning the sale of goods, custom-made products, work contracts and services outside the WooCommerce online shop.

(2) They apply in particular to new and used upright and grand pianos, digital pianos, keyboards, accessories, RR Janko® products, custom-made items, piano tuning, repairs, restoration, maintenance and technical modifications.

(3) They apply to contracts concluded at Reinert’s business premises, at the customer’s location, by telephone, email or other individually agreed means.

(4) Orders placed through the WooCommerce online shop are governed exclusively by the terms provided there.

(5) These terms apply to consumers and business customers. Individual agreements and mandatory statutory provisions take precedence.

Section 2 – Offers and Contract Formation

(1) Offers are non-binding unless expressly designated as binding or subject to a specified acceptance period.

(2) Contracts are concluded by corresponding declarations of intent, in particular by acceptance of an offer or order confirmation.

(3) The agreed scope of delivery or services is determined by the offer, order confirmation and any supplementary technical specifications.

(4) Changes or extensions require an agreement. Additional costs and changes to completion dates shall be agreed before implementation.

(5) For custom-made products, the agreed technical features, dimensions and specifications are decisive.

Section 3 – Prices and Payment

(1) Prices quoted to consumers include applicable VAT. Additional delivery, transport, travel or installation costs are disclosed or agreed in accordance with statutory information requirements.

(2) Prices quoted to business customers may be stated excluding VAT, where applicable.

(3) Unless otherwise agreed, invoices are payable immediately upon receipt without deduction.

(4) Reasonable deposits or instalment payments may be agreed for extensive repairs, restoration work and custom-made products.

(5) Deposits are credited against the total amount payable. Deposits do not automatically become non-refundable.

(6) In the event of late payment, the applicable statutory provisions, including Section 288 of the German Civil Code (BGB), shall apply.

Section 4 – Custom-Made Products and Modifications

(1) Reinert manufactures and sells individually configured RR Janko® key systems and modified keyboards.

(2) Individual requirements regarding key geometry, layout, materials, colors, mechanical construction and compatibility must be agreed before production.

(3) Reinert may request additional information, dimensions or photographs to assess technical compatibility.

(4) The customer shall provide the information required for the agreed configuration to the best of their knowledge. Reinert remains responsible for its own contractual inspection, advice and performance obligations.

(5) Minor unavoidable technical or material variations are permissible only insofar as they do not impair the agreed characteristics or intended use.

(6) Subsequent changes require a separate agreement.

(7) Statutory withdrawal rights and exceptions remain unaffected. Manufacturing a product only after an order is placed does not automatically exclude withdrawal rights.

(8) Rights to protected designs, technical drawings, models and other protected work products remain with their respective rights holders unless otherwise agreed.

Section 5 – Piano Tuning, Maintenance and On-Site Services

(1) Reinert provides piano tuning, voicing, regulation, maintenance and minor repair services for upright pianos, grand pianos and other keyboard instruments.

(2) The scope of work is determined by the appointment, offer or individual agreement.

(3) Standard piano tuning includes professional adjustment of pitch and intervals, taking into account the technical condition of the instrument.

(4) Additional work, including extensive pitch correction, repairs or regulation, shall be agreed separately.

(5) The customer shall ensure safe and unobstructed access to the instrument and suitable working conditions.

(6) Tuning stability depends on factors including temperature, humidity, use and the condition of the instrument. A specific period of tuning stability is owed only where expressly agreed.

(7) Additional chargeable work shall generally be carried out only after the customer’s authorization.

Section 6 – Appointments, Cancellations and Travel Costs

(1) Appointments may be arranged by telephone, email, in person or through an online scheduling system provided by Reinert.

(2) Agreed appointments are generally binding. Changes or cancellations should be communicated as early as possible.

(3) Where an appointment cannot be performed for reasons attributable to the customer, Reinert may claim compensation for actual losses or expenses recoverable under applicable law.

(4) These terms do not establish a fixed cancellation fee. Statutory withdrawal rights remain unaffected.

(5) Travel expenses, travel time and ancillary costs are charged as agreed before conclusion of the contract.

(6) Additional travel, accommodation and transport costs may be agreed for assignments abroad.

(7) If Reinert must reschedule an appointment, the customer will be informed as early as reasonably possible. Statutory rights remain unaffected.

Section 7 – Repairs, Restoration and Technical Modifications

(1) Reinert performs repairs, restoration, regulation, technical modifications and related work on keyboard instruments.

(2) The scope of work is determined by the individual contract.

(3) Before work begins, the technical and visual condition of the instrument may be documented by photographs, measurements or condition reports.

(4) Older and historical instruments may exhibit age-related changes, material fatigue, previous repairs or concealed defects.

(5) If previously unidentified defects are discovered, Reinert will inform the customer of the necessary measures and expected additional costs.

(6) Chargeable extensions of the work generally require the customer’s consent.

(7) Restoration may involve historically appropriate materials, traditional craftsmanship or modern replacement materials, as agreed.

(8) Restoration to an as-new condition is owed only if expressly agreed.

(9) Statutory provisions and validly agreed liability terms apply to the performance of the work.

Section 8 – Cost Estimates and Additional Work

(1) Reinert will prepare a cost estimate upon request.

(2) A cost estimate is binding only if expressly designated as such. Any agreed period of validity will be specified.

(3) Preparation of an estimate may be charged for if agreed in advance.

(4) Necessary preliminary work, including disassembly, measurements, investigations or technical drawings, may be charged separately where agreed.

(5) If a non-binding estimate is likely to be substantially exceeded, Reinert will notify the customer without undue delay. Statutory provisions, including Section 650 BGB, remain unaffected.

(6) Additional services and their remuneration shall be agreed before performance.

Section 9 – Silent Systems and Technical Accessories

(1) Reinert offers installation and adjustment of silent piano systems, stop rails, sensors and comparable technical equipment.

(2) Technical suitability is assessed taking into account the instrument and available manufacturer information.

(3) The customer will be informed of material technical limitations that are identifiable.

(4) Necessary changes to components and adjustments are carried out within the agreed scope of work.

(5) Agreed functions are checked following installation.

(6) Statutory defect rights apply to supplied components and installation work.

(7) Compatibility with third-party equipment or software not covered by the contract is owed only if expressly agreed.

Section 10 – Customer Cooperation and Instrument Condition

(1) The customer shall inform Reinert of known previous damage, modifications and technical characteristics.

(2) For on-site work, the customer shall ensure suitable and safe access to the instrument.

(3) Fluctuations in temperature and humidity may affect tuning, regulation and the condition of acoustic instruments.

(4) Proper placement, care and regular maintenance are recommended. Exclusive servicing by Reinert is not required.

(5) Responsibility for damage caused by improper handling, natural aging, unsuitable environmental conditions or third-party interventions is governed by applicable law.

(6) Existing defects outside the agreed scope of work need not be remedied without an additional order. Statutory duties to provide information remain unaffected.

Section 11 – Delivery, Shipping and Transport

(1) Goods shall be delivered to the agreed address or collected from Reinert’s business premises.

(2) Delivery dates are determined by the individual agreement. Statutory rights in the event of delay remain unaffected.

(3) For custom-made products, the agreed production period generally begins when all necessary information has been provided and any transparently agreed prerequisites have been fulfilled.

(4) Reasonable partial deliveries are permitted. Consumers incur additional shipping costs only where agreed.

(5) For consumers, the risk of accidental loss or damage generally passes upon delivery. Statutory exceptions remain unaffected.

(6) For business customers, statutory provisions on the transfer of risk, including Section 447 BGB, apply unless otherwise agreed.

(7) Customers are requested to document and report visible transport damage. Failure to do so does not restrict statutory consumer rights.

(8) Where agreed, upright and grand pianos are transported by suitable specialist carriers.

Section 12 – International Deliveries and Services

(1) Reinert supplies goods and provides agreed services to customers outside Germany. These terms apply to international contracts unless individual agreements or mandatory statutory provisions provide otherwise.

(2) For deliveries to countries outside the European Union, the customer shall, unless expressly agreed otherwise, bear all additional import and customs clearance costs arising in the destination country. These include import duties, import VAT, customs clearance fees, other import-related taxes and official charges. Reinert’s mandatory statutory obligations remain unaffected.

(3) Different arrangements concerning transport, customs and import costs may be individually agreed. Mandatory legal provisions and expressly agreed international delivery terms take precedence.

(4) For deliveries to business customers, internationally recognized delivery terms, including Incoterms® 2020, may be agreed. The applicable rule, named place and version shall be specified in the offer or order confirmation.

(5) In international consumer contracts, all legally required information regarding prices, delivery costs and additional charges shall be provided before the contract is concluded. Mandatory consumer protection provisions remain unaffected.

(6) The customer shall provide the information and documents necessary for customs clearance insofar as these fall within the customer’s responsibility. Reinert remains responsible for its own statutory export, customs and documentation obligations.

(7) Delays caused by customs inspections, official measures or other circumstances beyond Reinert’s control shall be communicated to the customer when known. Statutory rights relating to delayed delivery remain unaffected.

(8) For services performed abroad, separate agreements may be made concerning travel time, transportation, accommodation, material transport and other necessary expenses. The scope and remuneration shall be specified in the individual agreement.

Section 13 – Statutory Rights in the Event of Defects

(1) Statutory rights in the event of defects apply to goods sold and work performed by Reinert, unless legally permissible alternative arrangements have been agreed.

(2) For consumers purchasing new goods, the statutory limitation periods for defect claims apply.

(3) For used goods, any legally permissible reduction of the limitation period for consumer defect claims requires compliance with the applicable special information and agreement requirements. No such reduction is agreed through these terms alone.

(4) Legally permissible alternative limitation periods may be agreed with business customers.

(5) For repairs, restoration and other work contracts, the statutory defect rights applicable to the respective type of contract apply.

(6) Normal wear and tear, environmental changes and third-party interventions do not automatically constitute defects or result in the loss of statutory defect rights.

(7) Statutory rights to subsequent performance, price reduction, withdrawal from the contract and damages remain available to the extent provided by law.

(8) Statutory inspection and notification obligations applicable to merchants, including Section 377 of the German Commercial Code (HGB), remain unaffected.

Section 14 – Voluntary Five-Year Guarantee

(1) Reinert provides a voluntary five-year guarantee for new and used acoustic upright and grand pianos sold by Reinert, subject to the conditions set out in the separate guarantee statement. The guarantee period begins upon delivery of the instrument.

(2) The voluntary guarantee applies exclusively to instruments whose agreed installation location is in Germany and in accordance with the separate guarantee statement.

(3) The guarantee covers the entire instrument, including defects in materials and workmanship within the scope of the guarantee statement. No individual component is excluded as a matter of principle.

(4) Regular tuning, routine maintenance and normal wear and tear are not covered by the voluntary guarantee.

(5) Damage caused by unsuitable environmental conditions, substantial fluctuations in temperature or humidity, external force, natural events or improperly performed work is excluded only to the extent that the relevant circumstance caused or contributed to the damage.

(6) Professional tuning at least once per year by an appropriately qualified piano technician is recommended as part of proper instrument care. The details are set out in the separate guarantee statement.

(7) In the event of a valid guarantee claim, Reinert shall bear all costs necessary to remedy the covered defect, including inspection, repair, replacement parts, technician travel and necessary transportation.

(8) The complete guarantee conditions are set out in the separate five-year guarantee statement. Statutory rights in the event of defects remain unaffected and may be exercised free of charge.

Section 15 – Liability

(1) Reinert shall be liable without limitation for damage caused intentionally or through gross negligence.

(2) Reinert shall be liable without limitation for injury to life, body or health caused by a culpable breach of duty by Reinert, its legal representatives or persons engaged to perform its obligations.

(3) In cases of slight negligence involving a material contractual obligation, liability shall be limited to the foreseeable damage typical for the contract at the time of its conclusion. Material contractual obligations are obligations whose performance is essential for the proper execution of the contract and on whose fulfillment the other party may ordinarily rely.

(4) Liability for slight negligence involving non-material contractual obligations is excluded to the extent permitted by law.

(5) These limitations do not apply in cases of fraudulent concealment of a defect, liability arising from an applicable guarantee or claims under the German Product Liability Act.

(6) Mandatory statutory liability provisions remain unaffected.

Section 16 – Retention of Title

(1) Goods supplied by Reinert remain the property of Reinert GmbH & Co. KG until the respective purchase price has been paid in full.

(2) In business-to-business transactions, Reinert retains title to delivered goods until all outstanding claims arising from the ongoing business relationship have been settled, insofar as legally permissible.

(3) Until ownership has passed to the purchaser, the goods subject to retention of title may not be pledged or transferred as security.

(4) The purchaser shall notify Reinert without undue delay of any seizure or other third-party interference affecting goods subject to retention of title, insofar as reasonably possible.

(5) The purchaser’s statutory rights remain unaffected.

Section 17 – Contractor’s Lien and Storage

(1) Reinert shall have the statutory contractor’s lien pursuant to Section 647 BGB for claims arising from a contract for work, provided the statutory requirements are met.

(2) Such a lien may apply in particular to instruments or components taken into Reinert’s possession for repairs, restoration or other work.

(3) Upon completion of the agreed work, the customer shall be informed that the instrument is ready for collection, where collection has been agreed.

(4) If the customer fails to collect the instrument within a reasonable period despite being requested to do so, necessary storage costs may arise in accordance with applicable law and valid agreements.

(5) Any enforcement or realization of a lien shall take place exclusively in accordance with the applicable statutory requirements and procedures.

Section 18 – Gift Vouchers

(1) Reinert offers gift vouchers that may be redeemed for goods and services according to their stated value and the agreed conditions.

(2) Unless expressly restricted, gift vouchers may be used for piano tuning, repairs, maintenance, accessories and other goods or services offered by Reinert.

(3) Redemption through the WooCommerce online shop is subject to the applicable online shop conditions and available technical functionality.

(4) If the voucher value is insufficient to cover the full amount payable, the remaining balance may be paid using another accepted payment method.

(5) Any unused voucher balance remains available for future redemption, subject to legally permissible agreements.

(6) Statutory limitation periods apply.

(7) Cash redemption is generally excluded unless a statutory entitlement to payment exists.

(8) Statutory withdrawal rights remain unaffected.

Section 19 – Right of Withdrawal

(1) Consumers may have a statutory right of withdrawal in the case of distance contracts and contracts concluded away from Reinert’s business premises.

(2) Where a statutory right of withdrawal exists, the consumer shall receive the legally required withdrawal instructions and the model withdrawal form.

(3) For individually manufactured goods, the right of withdrawal may be excluded where the requirements of Section 312g(2)(1) BGB are satisfied.

(4) The mere fact that a product is manufactured after an order has been placed does not automatically exclude the statutory right of withdrawal.

(5) Where a service is to begin before the expiry of an applicable withdrawal period, the declarations required by law shall be obtained from the consumer.

(6) The right of withdrawal may expire following full performance of a service only where the statutory requirements have been met.

(7) Statutory exceptions, including those relating to certain urgent repairs and maintenance services, remain unaffected.

(8) Contracts concluded at Reinert’s business premises do not generally give rise to a statutory right of withdrawal solely because the contract has been concluded.

Section 20 – Data Protection

(1) Reinert processes personal data in accordance with applicable data protection laws, in particular the General Data Protection Regulation (GDPR).

(2) Personal data is processed in particular for the preparation, performance and administration of contracts and for compliance with statutory obligations.

(3) Where necessary and legally permissible, personal data may be disclosed to transport providers, payment service providers or specialist contractors involved in fulfilling an order.

(4) Further information is available in Reinert’s current privacy policy.

Section 21 – Applicable Law and Final Provisions

(1) Contracts shall be governed by the laws of the Federal Republic of Germany, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG), insofar as legally permissible.

(2) For consumers, this choice of law shall not deprive them of the protection afforded by mandatory provisions of the law of the country in which they habitually reside, insofar as such provisions apply under the relevant rules of private international law.

(3) Where the customer is a merchant, a legal entity under public law or a special fund under public law, Reinert’s registered place of business shall be the place of jurisdiction to the extent permitted by law.

(4) Statutory rules on jurisdiction apply to consumers.

(5) Individual contractual agreements take precedence over these General Terms and Conditions.

(6) If any provision of these terms is or becomes invalid, the legal consequences shall be governed by the applicable statutory provisions. The remaining provisions shall remain effective to the extent provided by law.

Reinert GmbH & Co. KG · General Terms and Conditions for Direct Sales and Piano Services · October 2026