Warranty and returns

Exchange, repair or return

Under the ‘Distance Selling Act’, when making purchases over the Internet, consumers are entitled to a ‘cooling off period’ of 14 days after delivery of the product.
During this period, the product may only be unpacked or used to the extent necessary to assess whether he wishes to keep the product.
If he exercises his right of withdrawal, he will return the product to the entrepreneur with all delivered accessories and - if reasonably possible - in the original condition and packaging. For returning the order, the return costs are at your expense.

Do you have a question, want to exchange, have doubts about something, want to give us feedback or are you unhappy about something? We would love to hear from you, feel free to contact us: by phone at +31645922966 or by WhatsApp and by email at mail@handpanshop.nl    You can also fill in the contact form on the website www.handpanshop.nl

PelleSound B.V. - HandPanShop.NL & EU & DE will only accept returns of product(s) if:

(Products to be listed here: including hand pans, other musical instruments, bags, stands, care products, books and DVDs, care products and other accessories)

• The product has been purchased via our webshop handpanshop.nl or handpanshop.de or handpanshop.eu
• The product is completely complete, if possible the original packaging and in original condition.
• The product is clean and tidy
• The product is unused
• The associated accessories, parts & manuals as applicable, are all present, and are in the original packaging if possible.

Excluded from exchange or refund are: 

• If the product is used, damaged or incomplete.

HandPanShop reserves the right to refuse returned products that do not comply with the stated conditions. In this case, the product remains your property or we will credit only part of the invoice amount.

PelleSound B.V. - HandPanShop.NL & EU & DE will return your purchase price no later than 14 days after receipt.

Return procedure:

Take the following steps to return a product:

Report the return to us by e-mail at mail@handpanshop.nl and provide all details as completely and accurately as possible so that we can process the return order correctly. We need at least the following details: the invoice number; which product or products you wish to return; your full name; the address details; telephone number and your e-mail address. You are not obliged to indicate the reason however we would appreciate it if you indicate it.

Provide suitable and sturdy packaging that does not damage the original packaging.
Send the return to:

PelleSound B.V. - HandPanShop.NL & EU & DE

Traaij 192
3971 GV Driebergen-Rijsenburg (by appointment only)

The cost and risk of returning the goods are at all times to be borne by the customer. Please keep the dispatch note carefully.

In all cases, the return shipment must be sent to us with sufficient postage paid. Unstamped parcels or parcels sent in cash on delivery will not be accepted by us.

After receiving the return, you will receive a confirmation e-mail.

Warranty

Should your product break down within the warranty period, you can count on us. Even outside the warranty period, we try to think along with the customer and look for a solution. If applicable, the defective item will be repaired or, if necessary, replaced by PelleSound B.V. - HandPanShop.NL & EU & DE.

Regarding handpans specifically, these are sensitive instruments if not handled properly. Properly played, however, a handpan should not simply go and stay “out of tune”. We give a 12-month guarantee on “tuning” under normal use and conditions. Outside this period, it is by mutual agreement according to reasonableness and fairness. Retuning a handpan is part of normal maintenance just as a piano should be tuned once in a while. How often a handpan should be tuned depends on several factors including the type of metal. However, the owner of the handpan has the greatest influence through its maintenance and how and with what frequency it is played. It is important that an instrument is properly maintained. Neither we nor the handpan builder can do anything for improper maintenance.

Excluded from warranty

The following products and/or damages are excluded from warranty:

• Damage due to improper use
• Moisture or water damage;
• Fall damage;
• B-stock handpans and products and customised handpans
• For handpan instruments specifically: never try to re-tune and/or repair the instrument yourself, play the instrument only with fingers/fingernails and possibly subtly with the hands, do not play the handpan with sticks, maintain the handpan with the prescribed maintenance products, transport the handpan carefully preferably in a bag suitable for it, do not drop objects on the instrument. Read our maintenance instructions on the website www.handpanshop.nl

If there is a defect within the warranty period

Please report the defect as soon as possible by e-mail at mail@handpanshop.nl

Payment at PelleSound B.V. - HandPanShop.NL & EU & DE

You can pay at HandPanShop in different ways.

• iDEAL
• Prepayment by bank
• PayPal
• Contact us and we will send you a payment request by bank
• Payment in instalments (only in consultation, not via the webshop)
• Soon it will also be possible to pay with: credit card, Belfius Direct Net, Bancontact/Mister Cash

Our company details:

PelleSound B.V. - HandPanShop.NL & EU & DE

• Postal address: Hoefijzerlaan 11, 3981GK City: Bunnik, the Netherlands
• Visiting address: Traaij 192, 3971 GV Driebergen-Rijsenburg (by appointment only), the Netherlands
• mail@handpanshop.nl
• +31 645922966
• VAT: NL8627 59626 B01
• Chamber of Commerce: 83184481
• Rabobank - IBAN number: NL07RABO0155288199
• SWIFT code or BIC number: RABONL2U

Delivery times

If a product is listed as “in stock” in the web shop, you will generally receive the product within 2 to 3 working days. On rare occasions, the stock status on the web shop may be incorrect and the product is not immediately in stock. In that case, we will contact you immediately to coordinate and deliver as soon as possible.