Shipping Damage & Replacement Policy
At Pango Music, we take shipping damage seriously. While we use military-grade packaging to ensure safe transit, occasionally issues may arise. Please read the following policy carefully before accepting or processing your delivery.
1. The Golden Rule: DO NOT DISCARD
All damaged items (regardless of severity or remaining functionality) MUST be returned to Pango Music. Customers are strictly prohibited from disposing of, modifying, or keeping damaged products.
Reasoning: We require the damaged items for carrier insurance claims and quality control. Failure to return the item will limit our ability to resolve your issue.
2. Return Packaging Requirement
All returned items MUST be shipped back using our original packaging (including the custom foam case and outer carton). If the original packaging is unavailable or unusable, please contact us first for alternative packing instructions. Items damaged during return transit due to improper packaging will void the buyer's right to a replacement or refund.
3. Standard Resolution Options (Damaged Item Must Be Returned)
Once you provide photographic evidence and initiate a claim, we offer the following solutions:
• Option A: Full Replacement. We will ship a brand-new replacement to you. Condition: The damaged item (including all broken parts) must be returned to our designated warehouse using the original packaging. We will cover the return shipping cost.
• Option B: Parts Replacement + Partial Compensation. If only a specific component is damaged (e.g., a cracked neck, scratched body) and is replaceable, we can ship the replacement part. Additionally, we will provide a partial refund to compensate for your waiting and repair time.
4. Special Cases: Unauthorized Disposal or "Discarding"
If a customer unilaterally disposes of (e.g., throws away) a damaged item without our authorization, the standard resolutions above become void. In this case:
* We can ONLY ship the specific replacement parts (not a full new item).
* If the customer wants a completely new unit, they must pay the residual value of the discarded item before we ship the new one.
📌 Case Study (Order #16068):
A customer received a high-end SG-style electric guitar (Model: LRG-007) with a broken neck due to shipping. While the neck was damaged, the body and all hardware were completely intact and usable. However, the customer claimed they "threw it away." Since the residual value of the usable body and hardware was $280, the customer had to pay $280 before we could dispatch a brand-new, complete guitar.
5. How to File a Claim (Within 7 Days)
If your item arrives damaged, please contact us at info@pangomusic.com or support@guitarkit.shop within 7 calendar days of delivery. You must provide:
1. Photos of the outer shipping box (to verify transit damage).
2. Photos of the damaged item from multiple angles.
3. A clear close-up of the specific damage.
We will respond within 24-48 hours with a resolution and return instructions.
(Note: Please do not attempt to repair or assemble a damaged kit. Doing so will waive your right to a replacement.)
