Return and Refund Policy
Return and Refund Policy
RETURN, REFUND, AND CLASS CANCELLATION POLICY
Reach out to us anytime, and we’ll get back to you within 24 hours.
Our refund policies differentiate explicitly between custom musical instruments and digital learning platforms in strict alignment with the Malaysian Consumer Protection Act 1999.
| Offering Type | Return Window | Strict Conditions for Approval |
|---|---|---|
| Physical Items (Guqins, Accessories, Strings) |
Within [14 or 30] days from courier tracking receipt date. | Item must be entirely unplayed, pristine, in original wooden/molded casing, with all structural seals intact. Open or broken Guqin strings are strictly non-returnable. |
| Digital Products (Pre-recorded Online Classes) |
Non-Refundable / 48-Hour Limited Grace Window. | Once any video lesson has been streamed, unlocked, or accompanying digital PDF sheets downloaded, the purchase becomes 100% non-refundable. |
| Live Cohorts / Online Workshops | Up to 7 days before course launch date. | Eligible for 100% refund or studio credit. Cancellations made within 7 days of launch will attract a 25% administrative fee. No refunds after the live cohort begins. |
1. Operational Protocol for Damaged-in-Transit Claims
Given the delicate composition of the instrument’s soundboard, you must thoroughly evaluate your physical package immediately upon receipt. If a Guqin arrives with critical structural cracks, broken bridge pegs, or catastrophic transit damage, you must submit a claim within 48 hours of delivery to [Insert Support Email]. You must provide clear unboxing video footage and high-definition photographs of the exterior carton box and the damaged structural areas.
2. Return Freight Financial Responsibility
- Change of Mind / Tonal Preference: If you return an instrument because you simply dislike the aesthetic character
or natural resonance curve, you must clear 100% of the return tracked courier fees. We highly insist on professional wooden crates and comprehensive insurance for return legs; if the instrument arrives damaged back at our facility, the return will be nullified. - Defects/Wrong Shipping: If the Studio ships an incorrect instrument model or an item with documented factory
defects, we will fully subsidize the tracking transport expenses.