RETURNS, REFUNDS, & WARRANTY POLICIES

Warranty

All Aura instruments have a lifetime free retuning, hydrophobic coating reapplication, and adhesive repair warranty so long as Aura Handpan is still providing these services. This warranty does not include the cost of shipping the instrument, which must be incurred by the customer. The warranty is valid for the following situations:

  • the instruments' shells separate for an unknown reason;

  • the instrument drifts out of tune due to normal play;

  • the instrument is bumped out of tune during shipping;

  • the instrument requires a new microceramic coating; or

  • there is a reasonable need for minor repairs that does not require the instrument to be opened.

 

Repairs and services may be subject to reasonable delay. 

Returns

If you are not satisfied with your instrument, you have to submit the return request within 14 days after the order is delivered to you. Instruments returned past this time would be subject to a $250 restocking fee. Shipping costs will not be refunded. Instruments are not eligible for return if they are damaged by the customer. Damage would include, but is not limited to:

  • Scratches that were not present when the instrument was manufactured.

  • Dents from mishandling.

  • Rust or other corrosion due to lack of maintenance on the part of the customer.

 

 Steps to submit the return request:

  • Request a return by emailing contact@aurahandpan.com. Please provide any information about your order and why you wish to return the instrument. 

  • Upon approval of the return request, we will provide you with a return shipping address.

  • Ship us the instrument. To ensure the safe return of the instrument, please package the instrument carefully, preferably in the box that it came in. Provide your Name, Surname, and Address on the package. Also, put a note in the package with your Order ID. 

  • Inform us about the return shipping. When you get your tracking number, please email it to contact@aurahandpan.com. Sending the return via a tracking delivery method protects you in the event we don’t receive your instrument. The buyer covers the cost of the return shipping.

  • We receive your item back and refund you. We will refund you within 5 business days of receiving the returned instrument if after inspecting the quality of the item, he/she determines it qualifies for a refund. Once your return is received and inspected, we will send you an email to notify you that we have received your returned instrument. 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. 

 

Shipping charges are not refundable. Only the products' costs are refundable.

 

Replacements and Exchanges

If you are looking to exchange an instrument within 6 months of its purchase date with a new instrument, email us at contact@aurahandpan.com. Exchanges will be handled on a case by case basis. It is at the discretion of Aura Handpan whether or not an instrument is eligible for exchange.

Cancellation

  • The order can only be cancelled before shipment. The customer should write a message to contact@aurahandpan.com to initiate cancellation.

  • The order can be cancelled, if:

    • the customer orders the wrong item;

    • the customer places the order by mistake.

    • shipping costs are incorrectly calculated by the store app.

  • The seller can cancel the order if:

    • the payment was not received;

    • the item is out of stock.

  • If the order is shipped, it cannot be cancelled. It can be only returned.

  • Custom orders for which the deposit has been paid are not cancellable.
     

Shipping

  • Each customer will receive a tracking number associated with their order.

  • Customers are responsible for any customs fees or other charges incurred by shipping the instrument internationally or otherwise.

Denville, New Jersey

contact@aurahandpan.com

© 2021 by Aura Handpan, LLC.