Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, all items must be in the same condition that you received them in, with the original packaging box.
Returns Costs
Discounted Items Over 40% OFF
Items purchased at a discount of 40% or more are eligible for returns within 30 days. However, customers are responsible for:
- Return Shipping: The cost of sending the item back to us.
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Original Shipping Cost: Since we originally offered free shipping on your order, the cost we incurred to deliver it to you will be deducted as well.
Both of these costs will be deducted from your full refund amount once we have received the product and the refund has been approved.
Non-Discounted Items and Discounted Items Below 40% OFF
Returns for Orders with Free Gifts
If your order included a free gift, the same terms apply: return shipping costs and the original shipping fee will be deducted from your refund.
Damaged Items: If you receive an item that is damaged, the cost of return will be covered by us.
Change of Heart: If you decide to return your instrument due to a change of heart within 30 days of purchase, we will be happy to accept it. However, return shipping costs and the original shipping fee will be deducted from your refund.
All deductible costs will be deducted from your full refund amount once we have received the product and the refund has been approved.
Order Cancellations
Customers may request order cancellations within 48 hours of placing their order. If a cancellation request is made after this period, we may not be able to halt the shipping process. In such cases, the customer will need to wait until they receive the instrument and then initiate a return request.
How to Start a Return?
To start a return, you can contact us at support@goldstonehandpan.com. Your request should contain the order number, a detailed explanation for the return, and a sound or video recording of the instrument.
We cannot accept returns without a sound/video recording - this step serves as a record of the instrument's condition before it leaves your possession. In the unfortunate event that the instrument is damaged during return shipping, the video will help us determine when and where the damage occurred.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at support@goldstonehandpan.com
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Goldstone Handpans LLC
30 N Gould St #3528
Sheridan, WY 82801
support@goldstonehandpan.com