Last Updated: October 26, 2023
GuitarKit.Shop | Official Support: info@pangomusic.com
1. Order Cancellation Policy
We understand that shopping plans may change, which is why we offer flexible order cancellation options. Whether you've changed your mind or have other reasons for cancelling your order, we are here to help you through the process.
2. Cancellation Timeframes and Options
Cancellation Before Shipment
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You may cancel your order at any time before the items are shipped
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We will process a full refund within 24 hours of receiving your cancellation request
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No cancellation fees will be charged, and the refund will be issued to your original payment method
Cancellation After Shipment
As the items have already entered the shipping process, we offer the following solutions:
Option 1: Package Interception Attempt
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Within 1-3 days after shipment, we will make our best effort to intercept the package with the shipping carrier
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If successful, we will process a full refund for your order
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Due to incurred packaging and labor costs, the following fees will be deducted:
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Packaging materials cost
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Order processing and handling fee
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Option 2: Package Refusal
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If the package can no longer be intercepted, you may choose to refuse delivery upon receipt
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After the package is returned to us, we will process your refund
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The refund amount will be the item price minus:
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Round-trip shipping costs (outbound and return)
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Applicable customs duties and taxes
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Packaging materials cost
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Order processing related fees
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We recommend contacting our customer service as early as possible to secure the best possible solution for your situation.
3. Regional Cancellation Policies
We provide considerate cancellation services for customers in different regions:
Customers in the United States
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May choose to return items to our designated warehouse in the U.S.
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Receive localized return guidance services
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Our customer service team will provide detailed return instructions
Customers Outside the United States
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Please contact our customer service team
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We will provide personalized logistics solutions based on your specific location
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Assist you in selecting the most economical and convenient return method
4. Good Faith Cooperation Statement
We value the trust relationship with every customer. In rare circumstances where we identify:
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Malicious exploitation of cancellation policies
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Unreasonable demands
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Use of inappropriate language or threats toward our customer service staff
To maintain a fair trading environment, we may need to take appropriate measures, including but not limited to:
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Protecting our rights through legal channels
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Notification within relevant industry networks
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Restrictions on future trading privileges
We firmly believe that communication based on mutual respect and understanding can resolve the vast majority of issues.
5. Detailed Cancellation Process
To ensure your cancellation request is processed quickly, please follow these steps:
Step 1: Contact Our Customer Service Team
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Email info@pangomusic.com
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Or use the live chat function on our website homepage
Step 2: Provide Order Information
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Provide us with your order number
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Explain the reason for cancellation
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Share your preferred solution
Step 3: Receive Professional Guidance
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Our customer service staff will assess your order status
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Provide the most suitable cancellation solution
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Explain relevant fees and processes in detail
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Confirm the approved shipping carrier for your return
Step 4: Complete the Cancellation Process
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Follow the guidance to complete subsequent steps
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Use the confirmed shipping carrier for your return
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We will process your refund within 3-6 business days after receiving and inspecting returned items
6. Important Tips and Recommendations
To protect your rights, we recommend:
Increasing Cancellation Success:
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Contact us immediately when you realize you need to cancel an order
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The first 3 days after shipment are the golden window for package interception
Keeping Items in Good Condition:
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If you have received the items, please keep the original packaging intact
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Unused items are easier to process for refunds
Choosing Reliable Shipping:
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Use trackable shipping services when returning items
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Important: You must confirm the shipping carrier with our customer service team before dispatching your return
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Keep your shipping receipt and tracking information safe
Special Reminders:
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Wooden components of DIY guitar kits are sensitive to storage conditions, please store them properly
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All refunds will be issued through the original payment channel
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If your package is lost or damaged:
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Contact the shipping carrier immediately to file a claim
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Simultaneously notify our customer service team with all relevant details (tracking number, photos, etc.)
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We will assist you in resolving the issue with the carrier
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7. Customer Service Commitment
Service Hours:
9:00 AM to 10:00 PM Beijing Time, daily
Multi-channel Support:
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Email: info@pangomusic.com
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Website live chat
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Online customer service center
Our customer service team members are professionally trained, not only familiar with business policies but also skilled at understanding your perspective. Whatever situation you're facing, we will listen carefully and do our utmost to find the best solution for you.
Thank you for choosing Pango Music. We cherish every opportunity to serve you and look forward to earning your long-term trust and support through our professional service and sincere attitude.
