Return & Refund Policy

Return & Refund Policy
Last Updated: October 26, 2023
GuitarKit.Shop | Official Support: info@pangomusic.com

---

1. Policy Overview

At Pango Music, your satisfaction is our priority. With over 30 years of manufacturing expertise since 1987, we maintain strict quality control standards. All instruments undergo comprehensive inspection before shipment. Should any issues arise, our dedicated support team guarantees resolution within 7 business days.

---

2. Order Cancellation (Before Receipt)

For orders cancelled prior to delivery:

• Before Shipment: Full refund processed within 24 hours

• 1-3 Days After Shipment: We attempt package interception

  • Successful: Full refund issued

  • Unsuccessful: Proceed to return options below

• Beyond 3 Days: Interception typically unavailable

Return Options for Non-Quality Issues:

• United States: Return to our designated U.S. warehouse or agent (customer covers return shipping costs)

• Other Countries/Regions: Contact our support team for personalized return logistics guidance and solutions

---

3. Quality-Related Returns

For defective/damaged items:

• Preserve all original packaging materials

• Do not make any modifications or repairs to the items

• Document issues comprehensively:

  • Photograph external packaging condition

  • Capture product defects from multiple angles

• Submit claim within 7 calendar days of delivery to info@pangomusic.com

• Include order number, detailed description, and supporting evidence

We provide resolution options (refund/replacement/repair) within 7 business days of claim submission.

---

4. Non-Quality Returns

Requirements:

• Initiate request within 7 calendar days of delivery

• Items must be unused in original packaging

• Do not make any modifications to returned items

• Customer responsible for return shipping costs

• Important Notes:

  • Original shipping costs are non-refundable for non-quality returns

  • International transaction fees will be deducted where applicable

• Refund deductions may include:

  • Original shipping fees (non-refundable)

  • Applicable import duties/taxes

  • Restocking and packaging costs

  • International payment processing fees (where applicable)

Contact us for specific deduction calculations before returning items

---

5. Special DIY Kit Considerations

Wood is a natural material that responds to environmental conditions. To maintain optimal condition, wooden components (body, neck, fingerboard) require storage in an environment with stable temperature (18-24°C/64-75°F) and humidity (40-50% RH).

Important Notice:

• Wood warping or dimensional changes resulting from exposure to extreme or fluctuating temperature/humidity conditions are considered environmental damage, not manufacturing defects

• Such cases are not covered under our quality warranty

For quality claims submitted after 7 days of delivery, please provide:

1. Detailed defect documentation with timestamps and clear photographs;

2. Records of storage environment conditions (temperature and humidity logs);

3. Comprehensive photos showing the product and original packaging from all angles;

4. Description of usage conditions and handling procedures if damage appears to be user-related.

Note: Professional humidity monitoring devices are recommended for accurate environmental tracking.

---

6. Return Process

Follow these steps for seamless returns:

1. Notification
   Contact info@pangomusic.com with order details and return reason

2. Authorization
   Wait for approval and specific shipping instructions

3. Carrier Confirmation
   Verify approved shipping method with our team

4. Documentation
   Retain tracking number and shipping receipt

5. Completion
   Refunds/Replacements processed within 3-6 business days after inspection

---

7. Refund Processing

• All refunds will be issued through the original payment method

• PayPal: 1-2 business days

• Credit/Debit Cards: 10-20 business days (varies by issuer)

---

8. Dispute Resolution

We are committed to providing sincere service to every customer. However, in exceptional circumstances where we are unable to reach a mutually satisfactory resolution, or when customers engage in inappropriate behavior including but not limited to:

• Making unreasonable demands

• Issuing threats to our company or staff

• Using malicious insults or defamation

We reserve the right to address such matters through public channels to present facts and clarify situations. This may include posts, statements, or videos on:

• Our official website's "Truths" portal

• Facebook public page

• TikTok public page

• YouTube official channel

Important Privacy Note: We strictly protect customer privacy and will never disclose any personal identifiable information. All public communications will focus solely on addressing the factual circumstances while maintaining complete confidentiality of customer data.

---

9. Customer Support

Service Hours: 9:00 AM - 10:00 PM Beijing Time
Email: info@pangomusic.com
Live Chat: Available via website homepage
Returns Address: Provided upon request authorization

We appreciate your trust in Pango Music and remain committed to ensuring your complete satisfaction.