Refund policy

Returns & Refund

We accept return of products. we offer a 30 calendar days return policy after you received the item (which is shown by the delivery information). 

Please inform us your order number, describe the issue of the product and provide us pictures that can display the problem.
Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
Please do not return your products directly to the address on the package that you have received. The return address(if we have our local warehouse) that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. Returns must be sent no longer than 7  days from the date you receive return instructions. Late returns will not be accepted.

Shipping Fee: The specific fee should be based on the express company you choose. Shipping costs are non-refundable. you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
* Note: Consumer shall bear both shipping fee and taxes if return is caused by unaccepted physical nature of the products, e.g. the sound produced by the end keys on both sides may be less perfect than others(Kalimba or Drum's short key), bubbles and traces of handmade works, Normal nitriding marks, spots and hammer marks during manufacturing(Handpan), original spot or slight color variances derived from the materials rather than damage caused by shipping.

If the return is caused by the customer, customer should be responsible for the shipping fee and respective taxes. When returning, the product should be kept in good condition with complete accessories! We will deduct the fee and taxes if the cost is borne on our end when proceeding refund.
If due to our reasons, the goods received are damaged or incorrect, and the consumer is not required to bear the shipping fee and taxes for this reason.(If you receive a damaged product, please notify us by email within 48 hours. And attach product photos and outer package photos.)
No restocking fee to be charged to the consumers for the return of a product.

Please inform us the return tracking number after you returned your items.
Please use Postal service to return package back, do not choose Fedex or DHL!!
In case you have any other questions, please do not hesitate to get in touch with our customer service: support@puresmusic.com

Order Cancellation Request

Cancellation requests after 24 hours of the placed order will be not accepted, whether or not your desired item(s) has been shipped. If you order has been shipped, you (the buyer) will also be responsible for actual return shipping charges. 

About Cancel/Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. In additional. Deduct 2% Paypal transaction fee if use paypal payment (PayPal keep the 4% fees. non refundable.)

Exchange/Return (if applicable)

If you need to exchange/return it for the same item, Send your item to: 7th Floor, Gongxin Building, Changma Road, Changping Town, Dongguan, 523000 Guangdong, China.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@puresmusic.com

Thank you for your understanding and we deeply appreciate your cooperation. (This policy does not apply to customized or wholesale orders. For wholesale orders(QTY>5(<4kg product), QTY>2(>4kg product)), please take samples first! )