All we sell are delicate handmade instruments. To satisfy customers while respecting the craftsmanship, we have a 7-day refund and return policy, which means you have 7 days after receiving your instrument to request a refund and return. Please inspect your order upon reception and handle it with extra cares.
If you are dissatisfied with our instruments and ask for a refund and return, please contact us within 7 days after receiving the instruments. We only accept returns to our HQ in China. Return shipment is the responsibility of the customer. Original shipping cost (if any), transfer fees, and currency exchange fees are not refundable.
To be eligible for a return, your instrument must be in the same condition that you received it, with its original packaging. You also need the receipt or proof of purchase. Please make sure you don't include non-starpan items by accident in your return package. We will not be responsible for sending back those items to you.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
We cannot accept refunds for human-caused marks, scratches, bumps or any other damage after receipt.
We cannot accept refunds for custom logo styles, if problems occur, please contact us for repair.
We cannot accept returns on gifts provided.
Please note that minor scratches and hammer marks are normal phenomenon during manual tuning, and the problem of marks and uneven color after nitriding is also difficult to avoid. Each handcrafted handpan is unique, these should not be the reason for a refund and return.
If you suspect the handpan you received is out-of-tune although we are confident with our quality control, please use the included drumsticks to tap the notes gently and use the professional handpan tuning software "Linotune" (available online) to test the tune, and take a video for us to confirm. Once it’s confirmed, we will send you a return shipping label and proceed the refund within 15 days after we receive and inspect the return.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30 days. Please remember it can take some time for your bank or credit card company to process and post the refund too.