Return & Exchange Policy

BeatRise Music provides you with the following after-sales service: Return & Exchange Services and Warranty Services. For more information, please contact the after-sales service center of BeatRise Music.

The standard terms and conditions related to all transactions conducted on the BeatRise Music official website are as follows. By making a purchase on the BeatRise Music website, you accept and agree to the following policies as well as the official BeatRise Music Privacy Policy and Terms of Use. 

 

You can apply to return your order only if the following conditions have been fully met:

  1. Within 14 days of receiving the product, it must have no manufacturing defects, the product packaging, accessories, gifts, manuals are complete, and there is no damage caused by the user, the product has not been used, and has no damage that affects resale.
  2. Within 14 days of receiving the product, the customer finds that the product has defects not caused by the user.

 

You can apply to return your order only if the following conditions have been fully met:

  1. Within 14 days after receiving the product, the customer finds that the product has been damaged during transportation and can provide the cargo damage certificate provided by the transportation company.
  2. Within 14 days of receiving the product, the customer finds that the product is seriously inconsistent with the original product description in one or more major aspects.

 

Please note:

  • Please note that minor scratches and hammer marks are normal phenomenon during manual tuning, and the problem of marks and uneven is also difficult to avoid. Each handcrafted handpan is unique, these should not be the reason or condition for a refund and return.
  • If there is no quality issue, but a return or exchange agreement is reached through amicable negotiations, the buyer shall bear the responsibility for the shipping costs, taxes, and any other associated expenses related to the return or exchange. In the case of returns or exchanges due to quality issues, BeatRise Music will bear the responsibility for the shipping costs, taxes, and any other associated expenses.

 

We have the right to reject the customer's return request in the following situations:

  1. Products not purchased on the BeatRise Music official website.
  2. All products that are regarded as accessories on the BeatRise Music website. Including the drum sticks, drum stick holder, finger pick, note stickers, drum bag, cloth etc.
  3. The request for return is made more than 14 days from the date of receipt.
  4. The returned goods are incomplete, the outer packaging, accessories, gifts, manuals are incomplete, or the appearance has been physically damaged by the user (such as human-caused marks, scratches, bumps or any other damage).
  5. Unable to provide legal receipts and proofs of purchase when returning goods, or forged or altered receipts.
  6. Product quality problems caused by collisions and burns caused by non-product quality problems, as well as unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect use and operation not in accordance with the instructions of the manual.
  7. Tearing or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.
  8. Products that are damaged due to force majeure such as fire, flood, lightning, traffic accidents, etc.
  9. After contacting BeatRise Music to confirm the return service, the corresponding item was not sent within 14 days.
  10. Other circumstances mentioned in the policy.

 

We have the right to reject the customer's exchange request in the following situations:

  1. Products not purchased on the BeatRise Music official website.
  2. All products that are regarded as accessories on the BeatRise Music website. Including the drum sticks, drum stick holder, finger pick, note stickers, drum bag, cloth etc. (Accessories can be replaced separately.)
  3. The request for exchange is made more than 14 days from the date of receipt.
  4. Unable to provide legal receipts and proofs of purchase when returning goods, or forged or altered receipts.
  5. The exchanged product is incomplete, or the appearance has been physically damaged by the user (such as human-caused marks, scratches, bumps or any other damage).
  6. Tested by the BeatRise Music technical support department, there is no quality problem in itself.
  7. Product quality problems caused by collisions and burns not caused by the product's own quality defects, as well as unauthorized modification, foreign objects (water, oil, sand, etc.), incorrect use and operation not in accordance with the instructions of the manual.
  8. Tearing or altering labels, machine serial numbers, waterproof marks, anti-counterfeiting marks, etc.
  9. Product damage due to force majeure such as fire, flood, lightning, traffic accidents, etc.
  10. After contacting the BeatRise Music after-sales team to confirm the exchange service, the corresponding item was not sent within 14 days.
  11. Request for replacement due to cargo damage during transportation but failed to provide the cargo damage certificate issued by the transportation company.
  12. Other circumstances mentioned in the policy.

 

Guidelines for Returns & Exchanges

Return: If the goods you receive need to be returned, please contact the after-sales team within 14 days after receiving the goods.

Contact: service@beatrisemusic.com

Please provide the following information:

  1. Your order number.
  2. Item name.
  3. Photos and videos demonstrating the product malfunction.
  4. Shipping information, including logistics carrier and tracking number.
  5. For returns or exchanges due to quality issues, BeatRise Music will provide the logistics label.

 

Refund Amount

The refund amount provided by BeatRise Music depends on the delivery status of the product at the time of return and whether our refund and return policy standards have been met.