Return conditions
You are welcome to try your handpan to make sure it is right for you.
To qualify for a return, it must be free of damage caused by use or improper handling, including impact damage, dents, significant scratches, corrosion, modifications, or any other deterioration.
The stand, carrying bag, rattan edge protector, cleaning cloth, and all other items originally included must also be returned.
Keep the original box and protective packaging for the first 30 days. They are needed to protect the instrument properly during return shipping.
Requesting a return
Contact us within 30 days of delivery or submit your return request through your account.
Once your request is approved, we will send you the return address and instructions for preparing your package.
Do not ship your handpan until you have received these instructions.
Return shipping costs
The customer is responsible for return shipping costs.
You can choose the carrier and shipping service that work best for you. We recommend using a service with tracking and insurance, as you remain responsible for the instrument until we receive it.
This does not apply if the return is due to an error on our part or damage during the original shipment. In either case, we will cover return shipping.
If your handpan arrived damaged
If you notice damage on delivery, contact us as soon as possible with your order number and a few photos of the package and instrument.
Keep the original packaging until your request has been resolved.
We will then explain how to return the instrument and how we can resolve the issue.
If you received the wrong instrument
Contact us with your order number and, if possible, leave the instrument and its packaging in their original condition.
We will arrange a return at no cost to you and explain the next steps.
If something does not seem right
If a note or resonance sounds unusual, contact us before returning the instrument.
A short video with each note played separately will usually help us understand what you are hearing and advise you on the next steps.
Preparing your return
Place the handpan back in its carrying bag, preferably using the original box and protective packaging from your order.
The instrument must be secured so that it cannot move inside the package. Before sealing the box, gently move it to check that nothing shifts inside.
If you no longer have the original packaging, you will need to purchase a sturdy box of a suitable size that provides equivalent protection, along with the packing materials needed to protect the instrument properly during shipping.
Then ship the package to the address we provided, keeping your shipping receipt and tracking number.
Refunds
We inspect the handpan and all returned items when they arrive.
If your return meets the conditions above, we will issue a refund to the payment method used for your order within 5 business days.
The refund covers the price of the instrument. Return shipping costs are not refunded.
The time it takes for the refund to appear in your account then depends on your bank or payment provider.
If the instrument is returned with missing items or damage, we will contact you before making any decision about your refund.
After 30 days
We cannot accept return requests for a change of mind more than 30 days after delivery.
If you experience a problem with your handpan after this period, it may still be covered by our 2-year warranty described below.
2-year warranty
Every Sonant handpan is covered for 2 years from the date of delivery against manufacturing defects and issues that may arise under normal use.
The warranty covers:
- abnormal detuning of one or more notes;
- manufacturing defects affecting the shell or tone fields;
- structural or finish-related issues caused by manufacturing;
- any defect that prevents the instrument from performing as intended under normal conditions of use.
The warranty does not cover damage caused by impacts, drops, improper handling, moisture, corrosion, improper storage, modifications to the instrument, or normal wear and tear.
If you notice a problem, contact us with your order number and a short video or a few photos showing the issue.
We will review the situation and let you know the next steps.