Return & Exchange Policy

At SHINE , we are committed to your complete satisfaction with our handcrafted instruments. We understand that purchasing a handpan is an important investment in your musical journey. This Return & Exchange Policy outlines the terms and conditions for returns, exchanges, and refunds of our products.

1. Return & Exchange Time Frame

7-Day Return Window: You have seven (7) days from the date you receive your handpan to initiate a return or exchange request. This period begins when you or a designated recipient takes possession of the instrument.

Important: Return requests must be submitted within the 7-day window. Requests submitted after this period will not be eligible for return or exchange, except in cases of manufacturing defects covered under our warranty.

2. Eligible Items for Return

Standard Handpans

All standard handpans from our regular collection
Instruments in original, unplayed condition
Items with all original packaging, accessories, and documentation

Conditions for Eligibility

The handpan must be in its original condition with no signs of use, damage, or wear
All original packaging materials must be intact and undamaged
The instrument must not show any tuning alterations or modifications
All included accessories (care instructions, protective cloth, case if applicable) must be returned

3. Non-Returnable Items

Custom and Bespoke Handpans

Custom-built handpans and bespoke designs are final sales and cannot be returned or exchanged. This includes:

Custom scale configurations
Personalized tunings
Special material requests (specific steel types, finishes)
Custom engravings or aesthetic modifications
One-of-a-kind designs created to customer specifications

Damaged or Modified Items

Handpans that show signs of use, damage, or alteration
Instruments with tuning changes made by the customer
Items with missing accessories or incomplete packaging
Handpans damaged due to customer negligence or misuse

4. Return Process

Step 1: Contact Us

Before returning any item, you must contact our customer service team:

Email: admin@handpanfactory.com
Phone: +8613173444932
Subject Line: “Return Request – Order #[Your Order Number]”

Step 2: Provide Required Information

Include the following details in your return request:

Order number and purchase date
Handpan model and specifications
Reason for return
Photos of the instrument and packaging (if damaged)
Your preferred resolution (refund or exchange)

Step 3: Receive Return Authorization

Our team will review your request and provide:

Return Merchandise Authorization (RMA) number
Detailed return shipping instructions
Prepaid return shipping label (for eligible returns)
Packaging guidelines to ensure safe transport

Step 4: Ship the Item

Package the handpan securely using original packaging
Include the RMA number prominently on the package
Use the provided return shipping label
Obtain tracking information and retain your receipt

5. Return Shipping

Who Pays for Return Shipping?

We Pay:

Manufacturing defects or quality issues
Shipping damage (must be reported within 48 hours of delivery)
Incorrect item sent by us

Customer Pays:

Change of mind or buyer’s remorse
Ordering the wrong scale or specifications
All other non-defect related returns

International Returns

International customers are responsible for return shipping costs in most cases
Customs duties and taxes are the customer’s responsibility
We recommend using insured, trackable shipping methods
Additional processing time may apply for international returns

6. Inspection and Processing

Upon Receipt

We inspect all returned handpans within 2-3 business days
Items must pass our quality and condition assessment
Digital photos may be taken for documentation
You will be notified of the inspection results

Processing Timeline

Approved Returns: 3-5 business days for refund processing
Rejected Returns: Item will be returned to customer at their expense
Exchanges: Additional 5-10 business days for new item preparation

7. Refunds

Refund Methods

Refunds will be issued to the original payment method
Credit card refunds may take 5-10 business days to appear
PayPal refunds typically process within 24-48 hours
Bank transfer refunds may take 3-7 business days

Refund Amounts

Full Refund: Original purchase price minus return shipping (if applicable)
Partial Refund: May apply if item condition doesn’t meet return standards
No Refund: Items that fail inspection or are outside return window

Non-Refundable Costs

Original shipping charges (unless we were at fault)
Return shipping costs (unless we were at fault)
Customs duties and international fees
Payment processing fees (for certain payment methods)

8. Exchanges

Exchange Options

Same model, different scale or tuning (subject to availability)
Upgrade to higher-value model (customer pays difference)
Equivalent model from our current collection

Exchange Process

Follow the same return process outlined above
Specify your desired replacement in your return request
Exchanges are subject to current inventory availability
Additional charges may apply for upgrades

Exchange Shipping

We cover shipping for defective item exchanges
Customer covers shipping for preference-based exchanges
New item ships after we receive and approve the returned item

9. Manufacturing Defects & Warranty

Covered Defects

Tuning instability within normal playing conditions
Structural defects in steel or construction
Finish irregularities that affect playability
Premature wear under normal use conditions

Warranty Period

Standard Warranty: 1 year from purchase date
Extended Support: Ongoing guidance on care and maintenance
Repair Services: Available for out-of-warranty items at customer expense

Warranty Claims

Report issues immediately upon discovery
Provide detailed description and photos
Include order information and purchase date
Professional assessment may be required

10. Damaged in Shipping

Immediate Action Required

Inspect your handpan immediately upon delivery
Report shipping damage within 48 hours of delivery
Take photos of damaged packaging and instrument
Contact us before the delivery carrier leaves

Documentation Needed

Photos of external package damage
Photos of internal packaging and instrument
Delivery confirmation and tracking information
Description of the damage and your concerns

11. Special Circumstances

Holiday and Sale Items

Sale items follow standard return policy unless otherwise stated
Holiday orders may have extended return windows (will be communicated)
Limited edition items may have modified return terms

B-Stock or Discounted Items

B-stock handpans may have modified return terms
Discounted items due to minor cosmetic flaws are final sale
Clearance items may be non-returnable (clearly marked)

12. Customer Responsibilities

Care During Return Period

Handle the instrument with appropriate care
Store in protective case or soft surface
Avoid exposure to extreme temperatures or humidity
Do not attempt repairs or modifications

Honest Assessment

Accurately describe any issues or concerns
Do not attempt to hide damage or modifications
Provide truthful reasons for return requests

13. Contact Information

For all return and exchange inquiries, please contact us:

Return Department
Email: admin@handpanfactory.com
Phone: +86 13173444932

Urgent Issues:
For shipping damage or urgent concerns, call: [Insert Emergency Phone Number]

14. Policy Updates

We reserve the right to update this Return & Exchange Policy at any time. Changes will be effective immediately upon posting on our website. Continued use of our services after changes constitutes acceptance of the updated policy.

At SHINE, your satisfaction is our priority. We stand behind the quality of our handcrafted instruments and are committed to resolving any concerns you may have. Our goal is to ensure that every customer finds their perfect musical companion.