Shipping & Insurance
Once your payment has cleared and the instrument is ready to ship, we will book a courier and send you an email confirmation with your tracking number. Please ensure your delivery address and contact details are accurate, as we cannot be held responsible for delays or losses due to incorrect information.
Please notify us once you receive the instrument and let us know if everything is in order. If there are any issues with your order, contact us immediately.
Upon Delivery:
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Before signing off with the courier, inspect the box carefully. If there is any visible damage, take clear photos before opening the package.
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Once opened, examine the instrument and its case thoroughly.
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Do not dispose of the original packaging until you are fully satisfied with the instrument. We also recommend keeping the box for future use (e.g., for tuning or service returns).
Shipping Damage:
If the instrument has been damaged during shipping:
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Notify us immediately upon discovery.
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All damage claims must be reported within 14 days of the delivery date (including the day it arrives).
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The original packaging and the damaged item must be retained at the delivery address for inspection by the courier. Failing to do so may void your claim.
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Photographs of both the packaging and the damaged item(s) will be required.
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The courier will also require a copy of the invoice as proof of the value of your instrument.
We ship all instruments fully insured. Claims cannot be processed without sufficient evidence and compliance with the inspection and notification process.
Returns & Refunds
Each PanStream instrument is handcrafted and tested with care before dispatch. However, if you are not satisfied with your instrument, please contact us within 14 days of receiving your order.
To be eligible for a return:
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The instrument must be unused, in its original condition, and returned in the original packaging.
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Return shipping and insurance costs are the responsibility of the customer, unless the item is faulty or damaged in transit.
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Once we receive and inspect the returned item, we will confirm the status of your refund. Approved refunds will be processed to your original method of payment within 7 days.
Please note: We reserve the right to refuse returns that do not meet these conditions.