Refund policy

The key points

  • 30-day free returns, no reason needed, even if you simply do not like the instrument. We cover the cost of the return shipment (section 1).
  • If it arrives damaged, faulty, incomplete or not as ordered, we pay for the return (section 2). If a parcel is lost, you receive a new instrument or a full refund.
  • We refund to the original payment method as soon as the instrument is back with us. For a statutory cancellation, proof that you have sent it back is enough.
  • From the 31st day after delivery, returns for a refund are no longer possible. Your statutory rights for defects remain.
  • 2-year tuning guarantee on every handpan: if it goes out of tune with normal use, we retune it free of charge (section 5).

1. 30-day free returns

Up to 30 days after delivery, you can return an instrument without giving any reason, even if you simply do not like it. An email to support@resonance-handpan.com is enough; you do not need photos or any other proof.

The return is free for you: we cover the cost of the return shipment. You are only liable for a loss in value if it results from handling that was not necessary to examine the instrument. We refund the purchase price to the original payment method as soon as the instrument is back with us.

We offer this return right voluntarily, in addition to your statutory 14-day right to cancel, for which you need neither a reason nor any proof (cancellation information below).

2. Damage, defect or wrong delivery

If the instrument arrives damaged, has a defect (for example a clearly out-of-tune note, a rattle or a buzz), or the delivery is incomplete or does not match your order, we pay for the return. Here is how:

  • Contact us by email within 30 days of delivery, before you send anything back.
  • Describe exactly what is wrong and send photos of the instrument and the packaging. For sound issues, we also need a video in which each note is played separately.
  • Send the instrument back complete and well protected to the address we give you.

Without this description and these proofs, a return under this section is not possible. We refund to the original payment method once the instrument has arrived and we have confirmed the reason you reported.

This section does not cover matters of taste (tone, scale, size or look), a slightly later delivery, or damage caused by a fall, impact, incorrect storage, moisture or improper use. In these cases, the 30-day return under section 1 applies.

3. Loss and transport damage

If your parcel is lost or stolen in transit, email us with your order number. We will send you a new instrument or refund the full purchase price. We bear the shipping risk.

Please check your parcel shortly after delivery and report visible transport damage within 48 hours if possible, with photos of the instrument, the packaging and the shipping label. Your statutory rights do not depend on this.

4. Statutory warranty and returns after 30 days

The statutory warranty for defects always applies. If a defect appears, email us your order number, a description, photos and, for sound issues, a video. You can first ask us to repair the defect or to deliver a defect-free instrument. We bear the costs of this. Your other statutory rights remain unaffected.

From the 31st day after delivery, we no longer accept returns for a refund.

5. 2-year tuning guarantee

In addition to the statutory warranty, every handpan comes with a 2-year tuning guarantee from delivery. If a note goes out of tune with normal use, or a rattle or buzz appears, we retune the instrument free of charge. If that is not possible, we replace it with an equivalent instrument.

How to make a claim: email support@resonance-handpan.com with your order number and a video in which each note is played separately. We reply within 24 hours with the next steps. The guarantee service is free of charge for you.

The guarantee does not cover damage caused by a fall, impact, dents, heat, moisture or improper storage, rust due to lack of care, modifications to the instrument, or normal signs of use.

The guarantor is Resonance; you will find the contact details in our Legal notice. The guarantee applies worldwide to every handpan bought from us. It does not limit your statutory rights, which continue to apply in full and free of charge.

6. Orders in transit, refused or uncollected parcels

If your order has already shipped, we refund once the goods are back with us or, for a statutory cancellation, once you have shown us proof of return. A somewhat longer delivery time is not in itself a reason for a refund while the parcel is on its way.

If you refuse delivery or do not collect a parcel and it is returned to us, we refund the purchase price once it arrives. We deduct the cost of the return shipment where this is legally permitted.

7. How a return works

  1. Tell us you are cancelling by email, by post or online using the "Cancel your order" link at the bottom of every page of our website. For a return under section 1 or section 2, an email to support@resonance-handpan.com is enough.
  2. We confirm receipt and email you a free, prepaid return label to print.
  3. Pack the instrument well, ideally in its original box, and send us the tracking number. A photo taken before packing helps document its condition.
  4. We refund as described above.

This policy does not limit your statutory rights as a consumer. Contact: support@resonance-handpan.com

Cancellation information

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order and they are delivered separately, the cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us (Resonance Handpan, email: support@resonance-handpan.com) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or an email). You may use the model cancellation form below, but it is not obligatory. You can also cancel online using the "Cancel your order" link at the bottom of every page of our website. If you use this option, we will send you an acknowledgement of receipt by email without delay.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).

We will make the reimbursement without undue delay, and not later than 14 days after the day we receive back from you any goods supplied or, if earlier, 14 days after the day you provide evidence that you have returned the goods.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

Please send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. We will give you the return address once we have received your cancellation.

We will bear the cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model cancellation form

(Complete and return this form only if you wish to cancel the contract.)

To Resonance Handpan, email: support@resonance-handpan.com:

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)

Ordered on (*)/received on (*)

Name of consumer(s)

Address of consumer(s)

Signature of consumer(s) (only if this form is notified on paper)

Date

(*) Delete as appropriate.