In accordance with British and European law, you have 14 days after receiving your order to retract and request a return.

To be eligible for a return, your item must be unused and in the same condition as when you received it. It must also be in its original packaging.

Digital products cannot be returned or refunded under any circumstances.

In the event of a concern regarding the quality of the product received, the customer also has 14 days in which to notify the customer service department of the problem in order to be able to claim compensation ( refund/credit note/sending of a new product).

All requests for returns, refunds or exchanges must be made using our contact form (https://handpan-store.co.uk/contact) or directly by email to our customer service department at [email protected]. The customer must attach to his/her request the order number concerned by the return, the description of the product(s) concerned by the return, and specify whether the request is for an exchange or a refund. If the return has not been announced by the customer, a gift card or credit note will automatically be created and sent to the customer.

In order to return goods properly, they must be intact and, if possible, accompanied by the delivery slip received with the order. If you fail to comply with these obligations, we may deduct an amount up to the full value of the item, depending on the devaluation caused by your handling of the product.

For each return, it is the customer’s responsibility to arrange the return and to pay the shipping costs, except in the case where the customer has received a product with a manufacturing defect or which does not correspond to the initial order.

Once we have received and processed the return, we will create a credit note in the form of a gift card, valid for 1 year, for an amount equal to the value of the items returned and the delivery costs if the order is returned in full. You will then be able to place a new order for all our products.

No refund, exchange or credit note will be issued until the returned products have been received.

We advise you to choose a method of transport with a tracking number. Without a tracking number, we will not accept any claims. Furthermore, parcels for which it is not possible to identify the customer (surname, first name, address, order number) will be refused.

Your credit note or refund will be processed within 15 days of receipt of your items and automatically credited to the account associated with the credit card used for payment.