Refund and Return Policy – MH Percussion Ltd
At MH Percussion Ltd, we take pride in the quality and craftsmanship of our steelpans, accessories, and merchandise. Customer satisfaction is important to us, and we encourage customers to contact us if they experience any issues with their purchase.
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1. Return and Refund Requests
Customers have 14 calendar days from the date of receiving their order to notify MH Percussion Ltd of any dissatisfaction with their purchase and request a return or refund assessment.
Requests must be submitted within this timeframe via phone, email, or WhatsApp. Customers should provide proof of purchase, a description of the issue, and photographs where applicable.
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2. Eligibility for Returns
To be eligible for a return, items must be unused, in their original condition, and returned with their original packaging where applicable. Proof of purchase is required.
All return requests are subject to review and approval by MH Percussion Ltd. Customers should contact us for approval and return instructions before sending any items back.
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3. Non-Returnable Items
Customized and personalized products are non-returnable and non-refundable due to their made-to-order nature. This includes products modified or manufactured according to specific customer requirements, such as personalized steelpans, pansticks, keychains, and other customized merchandise.
Exceptions may be considered where a customized item arrives damaged, defective, or materially different from the agreed specifications.
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4. Damaged, Defective, or Incorrect Orders
If an order arrives damaged, defective, or incorrect, customers should notify MH Percussion Ltd within 14 calendar days of receipt. Please include photographs and relevant order details to assist with assessment.
Where a claim is approved, we will work with the customer to determine an appropriate resolution, which may include repair, replacement, or refund, depending on the circumstances.
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5. Refund Processing
Once a returned item has been received and inspected, customers will be notified of the outcome of their request. Approved refunds will be processed to the original payment method, where possible, within 5–10 business days of approval. The time taken for the refund to appear may vary depending on the payment provider.
Original shipping costs and return shipping costs may be non-refundable, except where otherwise required by applicable law or where the return results from an error on our part.
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6. Order Cancellations
Customers wishing to cancel an order must submit their request within 24 hours of placing the order or before order processing begins, whichever comes first. Cancellation requests must be made via phone, email, or WhatsApp and are subject to confirmation by MH Percussion Ltd.
Once processing or production has commenced, cancellations may no longer be accepted, particularly for customized, personalized, or made-to-order products. Any approved refunds will be processed in accordance with our Refund and Return Policy and applicable consumer protection laws.
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7. Contact Us
For questions, concerns, or assistance with a return or refund request, please contact MH Percussion Ltd via phone, email, or WhatsApp. Our team will be happy to assist.
Thank you for choosing MH Percussion Ltd and supporting our commitment to steelpan craftsmanship and Caribbean culture.