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At PanStream, we put great care into ensuring that your HandPan arrives safe, secure, and ready to play. Below you’ll find all the important details about our shipping process, insurance coverage, and returns policy.

Free Shipping to UK Mainland & EU

We are happy to offer free shipping across the UK Mainland and the EU.

For customers outside these regions, please contact us for a custom shipping quote.

Please note: Customers outside UK may be required to pay local customs charges. These fees are the responsibility of the customer, and we recommend checking with your local customs office before placing your order.

How We Pack Your HandPan

Each PanStream instrument is carefully suspended in a double cardboard box, providing maximum protection during transit.

• All shipments are fully tracked and insured.

• We only issue legit invoices to ensure smooth customs clearance and valid insurance coverage.

We do not stock HandPan cases at the moment, but you are welcome to:

• Send us your own case, or

• Order a case (we recommend Hardcase Technologies – Evatek Medium) and have it delivered directly to us before shipping.

Shipping Process

1. Once your payment has cleared and your instrument is ready to ship, we will book a courier and email you with your tracking number.

2. Please double-check your delivery address and contact details, as PanStream cannot be held responsible for delays or losses due to incorrect information.

3. Upon delivery:

   • Inspect the box carefully before signing for it. If you see damage, take photos immediately.

   • Open the box and examine the instrument thoroughly.

   • Do not dispose of the box until you are completely satisfied. We recommend keeping the box for future use (e.g., tuning or service returns).

Shipping Damage

If your instrument arrives damaged:

• Notify us immediately.

• All claims must be reported within 14 days of delivery (including the delivery date).

• Keep the original packaging and the damaged instrument at the delivery address for courier inspection.

• Provide us with clear photographs of the packaging and the damaged item(s).

• Couriers also require a copy of our invoice as proof of value to process claims.

Please note: Claims cannot be processed without sufficient evidence or compliance with these requirements.

Returns & Refunds

Each PanStream HandPan is handcrafted and carefully tested before dispatch. However, if you are not satisfied with your order, you may request a return within 14 days of receiving it.

To qualify for a return:

• The instrument must be unused, in its original condition, and returned in the original packaging.

• Return shipping and insurance costs are the responsibility of the customer (unless the item is faulty or damaged in transit).

• Once we receive and inspect the instrument, we will confirm your refund status. Approved refunds will be processed to your original payment method within 7 days.

Please note: We reserve the right to refuse returns that do not meet these conditions.

Full article here.