Returns & Refunds

1. 14-day right of withdrawal (EU consumers)

Under OUG 34/2014 (transposing EU Directive 2011/83/EU on consumer rights), if you are a consumer in the EU you have 14 calendar days from the day you (or a third party you designate) take physical possession of the instrument to withdraw from the purchase, without giving any reason.

To withdraw, send a clear written statement (email is fine) to contact@handpan.ro including:

• Order number
• The phrase "I hereby give notice that I withdraw from my contract for the following goods…" (or equivalent)
• Your name and address
• Date

After we acknowledge, you have 14 more days to send the instrument back. Return shipping cost is yours.

2. Exceptions to the 14-day right

Under Art. 16 of the Directive, the right of withdrawal does not apply to:

• Custom-made or personalized instruments — handpans built to your custom scale specification, custom tuning, or with engraving.
• Goods that have been used in a way going beyond what is necessary to establish their nature, characteristics, and functioning. You may play the instrument briefly to inspect it; sustained playing or visible wear voids the right.

Standard catalog instruments (Amara, Pygmy, Aegean, Paradiso, Sabye, Transilvania, Nordlys, Kurd, Onoleo in their published configurations) are subject to the 14-day right.

3. Refunds

We refund the full price you paid (including outbound shipping if the cheapest standard delivery was used) within 14 days of receiving the returned instrument back and confirming its condition. Refunds go to the same payment method used for the order (your card via Netopia).

If we find evidence of use beyond inspection (wear marks, tuning drift from sustained play, damage), we deduct the corresponding loss in value before refunding.

4. Damaged in transit

If your instrument arrives damaged, contact us within 48 hours at contact@handpan.ro with photos of the damage and the outer packaging. We will arrange replacement or full refund including all shipping costs. Do not throw away the box.

5. Legal conformity warranty (2 years)

Under Romanian Law 449/2003 / EU Directive 2019/771, all instruments carry a 2-year legal warranty. If a manufacturing defect appears within that period we will, at our discretion, repair or replace the instrument at no cost. The warranty does not cover:

• Tuning drift caused by normal playing, environmental humidity, or temperature swings
• Drops, dents, impact damage
• Cosmetic variations inherent to hand-made instruments
• Damage from improper care (water exposure, harsh cleaners, etc.)

Tuning drift outside warranty is fixable — see paid retuning service.

6. Order cancellation before shipping

If your order has not yet shipped, you can request cancellation by email. Cancellation is free if production has not started; otherwise we may deduct any non-recoverable production costs before refunding.

7. How to send the instrument back

Use the original packaging and case. Ship through an insured carrier with tracking; the instrument is your responsibility in transit. Ship to:

Nala Sound Sculptures S.R.L.
Str. Example nr. 1, București, Sector 1, România
Phone: +40 700 000 000

8. Dispute resolution

If you are unhappy with how we have handled a return, you can contact:

• ANPC — anpc.ro (Romanian consumer-protection authority)
• EU SOL platform — ec.europa.eu/consumers/odr

9. Contact

For any return or refund question: contact@handpan.ro · +40 700 000 000.