Refund Policy
Last updated October 2026
Reservation deposit — $100
Your $100 reservation deposit is fully refundable at any time before Angelino's release (when it becomes available for purchase). Once release begins, deposits are no longer refundable. To request a refund of your deposit before release, contact us at raphael@franceskinjatelier.com. We'll process your refund promptly, back to your original payment method.
Completing your purchase — 50%
At release, your deposit is applied toward a payment of 50% of your edition's price, which completes your purchase. This 50% payment remains refundable until your edition's release closes. Shortly after closing, we send confirmed quantities to our atelier and commit production capacity, materials and tooling against them (a binding commitment made at that point, before individual measurements are collected). Once made, this payment becomes final and non-refundable.
Optional upgrades
If your edition reaches one or more milestones (see The Journey), you may select optional upgrades during the planning phase that follows. Optional upgrades are charged in full at the time you select them and are final and non-refundable, as that work is customized to your Angelino from that point forward.
Remaining balance
The remaining 50% balance of your Angelino's purchase price is collected before shipment. That payment is final and non-refundable. Each Angelino is custom-built to order, and your payments commit materials and labor toward your specific unit at each stage. This applies regardless of production stage at the time of any cancellation request.
Made-to-specification goods
Angelino is built to the specific dimensions of your piano and is therefore made-to-specification, personalized goods. Laws such as the EU Consumer Rights Directive 2011/83/EU generally exempt goods made to a consumer's specifications or clearly personalized (Article 16(c)) from the standard statutory right of withdrawal that otherwise applies to online purchases. We intend Angelino to fall within that exemption; the exact scope depends on the law of your jurisdiction.
Your statutory rights
Nothing in this policy (including the "non-refundable" and "final" language used above) limits or excludes any statutory right you may have under the law of your jurisdiction that cannot be waived or limited by agreement.
Damaged or defective units
If your Angelino arrives damaged or does not function as described, please contact us within 14 days of delivery so we can resolve it quickly. This is a request for prompt notice, not a cutoff on any rights you may have. We will repair, replace, or otherwise make it right. Every Angelino also carries a 12-month warranty on parts and workmanship, separate from and in addition to any statutory consumer remedies. See our Terms for full coverage.