Our refund policy, inline with UK and European law, allows 14 days from receipt of your instrument to request a refund and return your handpan.
To be eligible for a refund, your item must be in it’s original condition. It must also be in the original packaging.
In the event of a problem with the instrument, it is imperative that the customer notifies us within 48 hours of the problem in order to be able to claim compensation.
To complete your refund, we require a receipt or proof of purchase.
We do not offer partial refunds.
We do not offer exchanges for other instruments – each instrument is custom made to order.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected]
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
To return your product, email us and we will provide the details of where to send it.
You will be responsible for paying for your own shipping costs for returning your item. Original shipping costs are non-refundable.
You must use a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.
Contact us at [email protected] for questions related to refunds and returns.