Consult the product use manuals at the following link:

Piano User Manual


The following policy applies to purchases made through the website and the commercial establishments of ORTIZO SAS. When making a warranty request, the consumer must inform the means through which the product was acquired. . The request must be sent to any of the following channels:


Line or chat (Whatsapp): +57 323 2311808.

Purchases made in large stores or through other web platforms, and for which a request for effectiveness of the guarantee is to be initiated, can only be returned by directly contacting the channel through which the product was purchased.


The term of the products purchased through the website and the commercial establishments of ORTIZO SAS will be six (6) months from the date of purchase. Without prejudice to the above, the warranty period for the accessories will be one (1) month from the date of purchase. NOT all accessories have a warranty. Click to find out which accessories have a warranty or Click to see which ones don't.


The request for effectiveness of the guarantee or refund can be made in two ways:

  1. Completing the request form for effectiveness of the guarantee at the chapinero store located at Carrera 7° No. 56A- 54 Bogotá DC, from Monday to Friday, from 10 am to 2.00 pm and from 3:00 pm to 5.00 pm Saturdays from 10.00 am to 1.00. p.m
  2. Through
  3. Through the line or chat (Whatsapp): +57 323 2311808.
In the request for effectiveness of the guarantee, the consumer must report the damage to the product. Then, you must make it available to ORTIZO SAS in the place where it was acquired. For greater flexibility, it is recommended to go to Carrera 7° No. 56A- 54 Bogotá DC. If you have purchased through the website, you must inform it in the request in order to coordinate the receipt of the product.
The consumer in the request must indicate the date of purchase of the product. You must present the payment invoice. If you do not have it, you can request proof with a copy of the identity document that the purchase was made.

After filing the request for effectiveness of the guarantee with compliance with the requirements, ORTIZO SAS will have a period of fifteen (15) business days to respond. This term will be counted from the day following receipt of the product by ORTIZO SAS. The response will be issued to the email or address that the consumer informs in the request for effectiveness of the guarantee.

The guarantee of any product will be subject to a technical diagnosis by ORTIZO SAS. The technician's statement will be recorded in the response to the consumer's request.

If the product warranty is applicable, the defects of the product will be repaired completely free of charge and spare parts will be supplied if necessary. The terms will be in accordance with Decree 735 of 2013 and Law 1480 of 2011.

When the property cannot be repaired according to the technical diagnosis carried out by ORTIZO SAS personnel, the company will have a period of fifteen (30) days to refund the money once the requested documents have been filed. The consumer must provide the necessary data for said return. In any case, ORTIZO SAS may generate a balance in favor (Advance) of the consumer applied to a future purchase. This Advance Payment will be valid for twelve (12) months from its issuance.

The novelty of the product must be related or associated with manufacturing defects, technical failure or irregularity that affects quality or suitability.

Once the warranty period has expired, the responsibility of ORTIZO SAS ceases.


ORTIZO SAS will be exonerated from the resulting liability in the following cases:

  • Due to force majeure or fortuitous event.
  • Due to the act or intervention of a third party.
  • Due to improper use or manipulation by the client.
  • Due to improper maintenance or use of the instrument.
  • Because the customer did not follow the installation, use or maintenance instructions indicated in the product manual and/or in the warranty.
  • Due to discoloration or color changes caused by external factors.
  • Due to scratches, humidity, heat, peeling, rust, fungus, or decalibration, which have not been verified and accepted at the time of delivery of the instrument.
  • Accidents, transportation, bad treatment.
  • Voltage fluctuations of the network where the equipment is connected.
  • Short circuit or connection of an extension other than that indicated for the instrument or equipment.
  • The warranty does not cover parts and accessories or normal wear and tear such as; accordion heads, reeds, strings, reeds, mouthpieces, cables, speakers, optical drives, rubber bands, cartridges, disk drives, knobs, volume controls, rubber contacts, buttons, antennas, plastic parts and instrument shoes of wind.


    Money refunds only apply when exercising the right of withdrawal according to the events and conditions provided for in article 47 of Law 1480 of 2011.


    The term for exercising the right of withdrawal is five (5) business days from the delivery of the goods or the execution of the contract for the provision of services.

    The consumer must return the product to ORTIZO SAS by the same means and in the same conditions that they received it. The transportation costs and other costs involved in returning the good will be covered by the consumer.

    The product must be in conditions suitable for sale. Unused, in the original packaging, catalogs, manuals and all its parts.

    The consumer must present the purchase invoice; if they do not have it, they may request proof of purchase.

    The request for a refund of money has been made in exercise of the right of withdrawal within 5 business days following the delivery of the goods or the conclusion of the contract for the provision of services. ORTIZO SAS will evaluate the request and the returned good within fifteen (15) business days following receipt. Within said term, a response of approval or non-approval will be given to the consumer. Once verified that it complies with the characteristics described in this Policy and Law 1480 of 2011, ORTIZO SAS will make a full refund of the money paid for the product, within thirty (30) calendar days. This term will begin to be counted from the moment the right was exercised. In cases where there is ignorance of the purchase on the part of the credit card franchise and therefore the money did not enter ORTIZO SAS, no refund will be made.


    ORTIZO SAS will inform the consumer if the product has any of the conditions described in this title. If so, regarding the imperfections, deteriorations and/or special condition accepted by the consumer in the sales invoice, no claim for effectiveness of the guarantee will be enforceable.


    The products sold by ORTIZO SAS do not have exchange. The foregoing, without prejudice to requests made for issues of effectiveness of the guarantee or for exercise of the right of withdrawal.