WARRANTY & RETURNS POLICY
Last updated 2023/09/01
All Lumen Handpan instruments come with a 6-month (180 days) manufacturing, materials, and workmanship warranty that starts from the date of delivery.
We take immense pride in the quality of our products, and we understand that occasionally issues can arise, whether due to manufacturing or shipping.
Our warranty and returns policy is designed to give you peace of mind and confidence in your purchase. We strive to ensure that each product reaches you in perfect condition, but in the rare event of an issue, we have a clear process and Returns Policy in place.
Initiating a Return:
If you experience an issue with your Lumen Handpan within the warranty period, please contact our support team by email at [email protected].
Our team will attempt to troubleshoot the issue with you by means of email, Whatsapp, and telephone.
If the issue cannot be resolved remotely, our support team will provide you with a Return Authorisation Form (RAF).
The RAF is used to capture the relevant supporting information associated with your return and includes the Return Merchandise Authorisation (RMA) number which is associated with your return.
Once the RAF has been completed by you, we will initiate the return and help arrange the collection of your unit via local courier company (Express Shipping).
Once your Lumen Handpan is received at our warehouse for inspection, our technical team will determine the cause of the issue.
If the cause is identified as a Manufacturing Defect, and your return falls within the warranty period:
We will repair or replace the unit at no additional cost to you.
We will also cover all shipping costs associated with the return and re-delivery of the unit.
If the cause is identified as Physical/User-related Damage:
We will provide a quote for the repair, and you will be responsible for the repair costs as well as shipping costs to and from the warehouse. At your instruction, and after your payment, we will carry out the repairs and return the product to you.
If you are returning your product for a refund, for any reason and within the warranty period, our standard policy for a refund is the full purchase price less the associated shipping and administration fees.
The costs associated with shipping, including shipping fees and customs duties are unfortunately unavoidable and non-recoverable.
Due to the complexities of international logistics, we utilize express shipping through couriers for both delivery and return. The associated fee for this service is $200 each way.
The total fees can be illustrated as:
Full purchase price $1,590
Less the cost of shipping to the delivery address ($200)
Less cost of shipping from the returning address ($200)
Administration fee ($100)
Total Refund $1,090
In all cases, we will do our best to support you and resolve your query towards making sure you have a fully functional Lumen Handpan.
For the same reason, we ask our customers to please keep all the original packaging for the duration of your warranty period, as the packaging is specifically designed to protect the Lumen Handpan during the shipping process should it be required.