1. Email email@example.com with your order number to receive your return authorization. If the item is defective or damaged in shipping, we will issue a pre-paid return shipping label. In all other cases, the buyer is responsible for return shipping and may ship back the item using the carrier of his/her choice.
2. We only accept you return the product within 30 days of receiving the product.
If the product has not been unpacked and does not affect the secondary sales of the product, you only need to send the product back at your own expense, and we will pay 100% of the product price (excluding freight) ) returned to you. If you have opened the package, we will refund 70% of the item price to you. If the product is returned due to quality problems, we will refund 100% of the product price and shipping cost to you. All refunds will be executed within 5 working days after receiving your return.
3. If you believe your package was damaged in shipping, we require that you contact us within 5 days of delivery and we will work with you to quickly resolve the issue.
4. To cancel an order, please contact Thpensai immediately. If your order has not yet shipped, we will attempt to cancel your order and provide confirmation within 24 business hours. If your order has shipped, we will refund your payment as soon as we have received the item(s) back from you and processed them at our warehouse.
5. All refund recipients will receive an email confirmation for their records.
6. Due to health laws, we are unable to accept harmonica returns – those must be returned directly to the manufacturer.
7. To exchange your purchase, contact Thpensai to place your new order and receive your return authorization number. Your exchange will ship within 1-2 business days. Please note, the customer is responsible for return shipping unless the original item is defective or damaged in shipping.
Used and Open Box Return Policy
Please note that the return policy on open-box products differs from new products. Defective or damaged open-box products must be reported to Thpensai within 2 business days of delivery. If you would like to return a non-defective open box item, you are responsible for return shipping and will be charged a 20% restocking fee.