Refund policy

This returns and refund policy informs customers of the website about the conditions, deadlines and procedures for returns, exchanges and refunds.

1. Scope

This policy applies to products ordered via resonance-handpan.com. Mandatory statutory provisions in the customer's country remain unaffected.

2. Return period

The customer may request a return within 30 calendar days of receiving the order.

This period is offered in the interest of transparency and customer satisfaction. Any further statutory rights of the customer remain unaffected.

3. General conditions for a return

To be returned, the product must:

• be sent back in a resaleable condition; the handling necessary to establish the nature, characteristics and functioning of the product, as permitted under the statutory right of withdrawal, remains allowed;
• be complete, including any accessories, instructions, protective materials and packaging components;
• be adequately protected for the return transport;
• where possible, be accompanied by the order number or other details allowing clear identification.

The seller may refuse a return or apply a reasonable deduction in value if the product shows clear signs of excessive use, damage, alterations, knocks, breakage or other impairments that make normal restocking impossible. Mandatory statutory rights remain unaffected.

4. Products excluded from or with restricted returns

To the extent permitted by law, the following products may be excluded from returns or subject to special conditions:

• personalised products or products made to the customer's specifications;
• products whose packaging has been opened and which are not suitable for return for reasons of health protection or hygiene, where relevant;
• products damaged by the customer after delivery;
• products returned incomplete, not resaleable or insufficiently protected.

Special rules for individual product categories are indicated on the respective product page or during the ordering process.

5. Requesting a return

Before sending anything back, the customer must contact customer service at support@resonance-handpan.com.

Where possible, the request should include the following details:

• order number;
• full name;
• email address used when ordering;
• products concerned;
• reason for the return;
• in the case of defects or damage, meaningful photos or videos.

After reviewing the request, the seller informs the customer of the applicable procedure, the return address and, where relevant, further logistical instructions.

A return should not be sent without prior confirmation from customer service. The direct exercise of a statutory right that does not require approval remains unaffected; in that case the product must be returned to the competent address communicated.

6. Return costs

Unless there is an error by the seller, a lack of conformity, a product defect or a statutory provision to the contrary, the customer bears the return costs.

If the return is due to an error by the seller or a proven product defect, the seller may, depending on the case:

• provide a return label;
• refund reasonable return costs in full or in part;
• offer another suitable logistical solution.

7. Inspection of returned products

On receipt, the return is checked for condition, completeness and consistency with the request.

Before a full or partial refund or an exchange, the seller may request additional information or evidence.

8. Refund

If the return is accepted, the refund is generally made using the same payment method used for the order, unless expressly agreed otherwise or technically impossible.

The refund is made within a maximum of 14 days from:

• the actual receipt of the returned product;
• the receipt of sufficient proof of dispatch;
• another legally relevant date, where the law so requires.

The seller may withhold the refund until the product has been received or until reliable proof of dispatch has been received, to the extent permitted by law.

9. Partial refund

To the extent permitted by law, a deduction in value may be applied if a loss in value results from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product.

10. Exchange

Subject to availability and review of the case, the seller may offer an exchange instead of a refund. Unless a mandatory statutory provision provides otherwise, this option is at the seller's discretion.

11. Refused, uncollected or returned-to-sender parcels

If a parcel is refused, not collected in time or returned to sender because of an incorrect, incomplete or inaccessible address for which the customer is responsible, the seller may:

• deduct the logistics costs actually incurred;
• offer a new dispatch at the customer's expense;
• refund the order minus the costs incurred, where the circumstances and applicable law allow.

12. Damaged or non-conforming products

The customer must report damaged, incomplete, wrong or clearly non-conforming products as quickly as possible and attach suitable evidence. After review, the seller offers an appropriate solution depending on the case, such as a replacement, refund, credit or another measure in accordance with the law.