Returns

We want customer satisfaction with our Handpans. Any problems please let us know and we'll do as much as we to find a solution. We'll be in communication throughout the sales / delivery process and the immediate aftersales.

Manufacturing

We build our handpans made to order and are specifically tuned thereafter. They are not shipped to warehouses where they sit for months and months on end. They are hand-crafted on order from you, with the assistance of modern technology. Then hand-tuned and delivered straight to your door. So are brand new, and are at peak tuning status.

 

Delivery

We will be in contact throughout the delivery process and update you of its movement. This will be handled by us, so you don't need to deal with customs, taxes or tracking delivery. Just be around to accept the package at your front door.

TERMS OF SERVICE

1. About Us

Handpan Sounds is a maker of hand-crafted, made-to-order handpans. We operate from the United Kingdom and sell internationally. By placing an order with us, you agree to these Terms of Service.

2. Order Acceptance

All orders are subject to acceptance by Handpan Sounds. We reserve the right to decline or cancel any order at our discretion, for example if a product is unavailable, if payment cannot be processed, or if we suspect fraudulent activity. You will be notified promptly in such cases.

3. Made-to-Order Nature of Products

Every handpan we sell is built specifically to your order — hand-crafted and hand-tuned after your purchase is confirmed. Because each instrument is made to your individual specification, it is not a stock or shelf item. Please review your order details carefully before completing purchase.

4. Payment

Full payment is required at the time of order unless otherwise agreed in writing. We accept payment via the methods listed at checkout. Prices are shown in your local currency where possible; final charges are in GBP. You are responsible for any currency conversion fees applied by your bank or card provider.

5. Manufacturing & Lead Times

Lead times vary depending on current demand and the specification of your instrument. We will communicate an estimated lead time at or shortly after order confirmation. While we make every effort to meet these timescales, they are estimates and not guarantees. We will keep you updated throughout the manufacturing process.

6. Changes to Your Order

If you wish to change your order specification (e.g. scale, number of notes, finish), please contact us as soon as possible. Changes may not be possible once manufacturing has begun, and may affect your lead time or price. We will confirm in writing whether a change can be accommodated.

8. Limitation of Liability 

To the fullest extent permitted by law, Handpan Sounds' liability for any claim arising from a purchase is limited to the amount paid for the relevant order. We are not liable for indirect or consequential losses.

9. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact

For any questions regarding these Terms, please contact us.

Cancellation Policy

CANCELLATION POLICY

1. Made-to-Order Instruments

Because every handpan is made specifically to your order, your instrument enters production shortly after payment is confirmed. This means our ability to accept cancellations is limited once manufacturing has begun.

2. Cancellation Before Manufacturing Begins

If you wish to cancel your order before we have started manufacturing your instrument, please contact us immediately. We will do our best to accommodate the request. If a cancellation is agreed at this stage, a refund will be issued minus any reasonable costs already incurred (e.g. materials ordered to your specification).

3. Cancellation After Manufacturing Has Begun

Once manufacturing has started, we are generally unable to accept cancellations or offer refunds, as the instrument is being built to your unique specification and cannot easily be resold.

4. Faulty or Damaged Instruments

If your handpan arrives damaged or with a manufacturing defect, please contact us.

5. Refunds

Where a refund is agreed, it will be processed to your original payment method.

6. How to Contact Us

To request a cancellation or discuss a concern, please get in touch as early as possible.