Returns and Refunds

In accordance with UK and European law, you have 14 days from receipt of your order to withdraw and make 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.

In the event of a problem with the quality of the product received, it is imperative that the customer notifies customer services within 48 hours of the problem in order to be able to claim compensation (refund/credit note/sending of a new product).

Any request for a return, refund or exchange must be made via our contact form (https://handpan-store.co.uk/contact) or directly by email to our customer service department at [email protected]. Customers must attach to their request the number of the order 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 correctly, they must be intact and, if possible, accompanied by the delivery note 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 organise the return and to pay the shipping costs, which will not be reimbursed unless the customer has received a product with a manufacturing defect or which does not correspond to the initial order.)

Once we have received the return and processed it, 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, refund the order or send you a replacement product of the same value. 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.