Refund and Return Policy
BeatRise Music
BeatRise Music is committed to delivering high-quality musical instruments to customers worldwide.
Due to the international nature of our shipping and the handcrafted characteristics of our products, the following policies apply to all purchases made on the BeatRise Music official website.
By placing an order, you acknowledge and agree to the terms below.
1. Quality Issues & Shipping Damage (Free Replacement)
We offer free replacement for products that have manufacturing defects or shipping damage, under the following conditions:
(1) You must contact us within 48 hours of delivery.
(2) Clear photos or videos must be provided for verification.
(3) The product must not have been modified or disassembled.
(4) Once confirmed, BeatRise Music will arrange a replacement at no additional cost, including shipping.
This policy exists to fairly identify issues caused during production or transportation before usage may affect the product condition.
2. Returns for Non-Quality Reasons
If the product has no manufacturing defects or shipping damage, and the return is requested due to personal reasons (e.g. sound preference, touch, aesthetics), the following conditions apply:
(1) The request must be made within 14 days of delivery.
(2) The product must be unused, in original condition.
(3) All original packaging, accessories, manuals, and gifts must be complete.
(4) The product must be suitable for resale.
In such cases:
(1) Return shipping costs are the customer’s responsibility.
(2) The return address will be our warehouse.
(3) Refunds will be processed after inspection and approval.
3. Custom & Made-to-Order Products (Important)
3. Some of our products are custom-made or made-to-order, including but not limited to:
(1) Custom handpan scales.
(2) Customized steel tongue drums.
(3) Any product manufactured according to customer-specific requests.
Please note:
(1) Custom products are not eligible for returns or refunds once production has started.
(2) This is because custom instruments cannot be resold and involve higher production costs.
(3) Customers are responsible for confirming all specifications before placing the order.
(4) If a confirmed manufacturing defect or shipping damage is found, the policy in Section 1 still applies.
4. Exchanges
Exchanges are accepted only under the following circumstances:
(1) Manufacturing defects.
(2) Shipping damage (with proof from the carrier).
(3) BeatRise Music covers round-trip shipping costs for approved exchanges caused by quality issues.
5. Non-Returnable Items
(1) The following items are not eligible for return or exchange:
Accessories (e.g. mallets, drum bags, finger picks, note stickers, cloths).
(2) Products not purchased from the BeatRise Music official website.
(3) Products with missing parts, damaged packaging, or signs of use.
(4) Requests made beyond the stated time limits.
6. Contact Us
For any return, exchange, or quality-related inquiries, please contact us:
📧 service@beatrisemusic.com