Return and Refund

Refund Policy

We sell exquisite handmade instruments. To meet customer needs while respecting craftsmanship, we offer a 14-day refund and return policy. This means you have 14 days after receiving your instrument to request a refund and return it. Please carefully inspect your order upon receipt and handle it with care.

If you are dissatisfied with our instruments and wish to request a refund and return them, please contact us within 14 days of receiving them. We only accept returns to our headquarters in China, and return shipping costs are the customer's responsibility. Original shipping costs (if any), transfer fees, and currency exchange fees are non-refundable.

To be eligible for a return, your instrument must be in the same condition as when you received it, with its original packaging. You will also need to provide a receipt or proof of purchase. Please ensure not to accidentally include non-GLADFRESIT items in your return package, as we are not responsible for returning those items.

To initiate a return, you can contact us at 934558031@qq.com. We will send you a return shipping label if your return is accepted. Items returned to us without first requesting a return will not be accepted.

For any questions about returns, you can always contact us at 934558031@qq.com.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can assess the issue and resolve it promptly.

Exceptions / Non-returnable Items

We do not accept returns for damage caused by human factors, such as scratches, bumps, or any other damage after receipt.

We cannot accept refunds for custom scales and logo styles. If issues arise, please get in touch with us for repair.

We do not accept returns on complimentary gifts.

Quality Issues

Please note that minor scratches and hammer marks during manual tuning are expected, and marks and uneven colors after nitriding are also challenging to avoid. Each handcrafted handpan is unique, and these should not be reasons for refund or return.

Although we are confident in our quality control, if you suspect the handpan you received is out of tune, please use the included drumsticks to gently tap the notes and use the professional handpan tuning software "Linotune" (available online) to test the tuning. Take a video so we can confirm the issue. Once confirmed, we will send you a return shipping label, and the refund will be processed within 15 days after we receive and inspect the return.

Refunds

If the refund is approved, we will notify you once we receive and inspect your return. If approved, you will be automatically refunded to your original payment method within 30 days. Please note that it may take some time for your bank or credit card company to process and post the refund.