Returns & Refunds

We appreciate the craftsmanship behind each handcrafted instrument. To honor both your satisfaction and the dedication of our artisans, we offer a 14-day free return policy from the date you receive your order. If you're dissatisfied beyond this period, our warranty policy will provide the appropriate solution.

● Inspect Upon Receipt:

Please inspect your order upon receipt. If you notice any defects, damages, or receive the wrong item, don't hesitate to reach out to us immediately. We're here to assess the issue and make it right.

● About Handpan Appearance:

Handpans are unique, handcrafted instruments. Minor scratches and hammer marks that occur during manual tuning, as well as variations in color after nitriding, are normal and should not be considered as a reason for return or refund.

● Exceptions:

1. Handpans damaged due to improper handling, do not qualify for returns. Damages include but are not limited to:

• Scratches not present during manufacturing
• Mishandling-induced dents
• Rust or other corrosion due to lack of maintenance

2. Customized handpans confirmed before dispatch by the customer are eligible for warranty assistance.

● Return Process:

• Email us at service@handpanuni.com to request a return. Include your order info and reason for return.
• If you suspect tuning issues, gently tap the notes with the provided mallet and use the "Linotune" app for testing. Provide a video if needed.
• Upon approval of your return request, we'll provide you with the return shipping address. The cost of the return shipping is covered by you.
• Please pack securely, preferably in the original packaging, with your details clearly indicated. 

● Refund Process:

• Refunds are processed within 5 working days if the return meets criteria.
• You'll receive an email confirming receipt of your return and approval of the refund.
• Refunds are issued to the original payment method. Note that shipping, transfer, and currency conversion fees are non-refundable.

● Cancellation:

Orders can only be canceled before shipment. If you wish to cancel an order, please send a message to service@handpanuni.com to initiate the cancellation process. Please note that custom orders cannot be canceled once they are in the process of making.

An order can be canceled if:

• The customer has ordered the wrong item.
• The customer has placed an order by mistake.

The seller can cancel the order if:

• Payment has not been received.
• The item is out of stock.

We're committed to your satisfaction and are here to assist you every step of the way. Reach out to us anytime with questions.