Return & Refund Policy

 

At Guzheng World, we want you to enjoy the musical instrument you buy from us. If you need to change your order – or cancel it – please follow the guidelines below.

Cancellation Policy 

You may receive a total refund if you cancel the sale within 24 hours of date of purchase prior to delivery. If you cancel the sale when an order has been processed after 24 hours and within 48 hours prior to delivery, only 85% of the purchase price will be refunded. Orders can’t be cancelled after delivery. 

Damages

We always reinforce each package professionally to prevent this as best as we can. We have very rarely seen any damage so far on all of our orders delivered worldwide.

In the unlikely event that your order arrives damaged in any way, please email us as soon as possible at qing@guzheng-world.com with your order number and photos / videos of the item’s condition. Please note we can't process any request if this is sent after 48 hours of delivery. 

We address these on a case-by-case basis. While we would not be liable for damages resulted from delivery that is beyond our control, we will try our best to work towards a satisfactory solution.

Return Policy 

We accept returns up to 7 days after delivery on full-price products. If 7 days have gone by, we can’t offer you a refund unfortunately. To be eligible for a return, your item must be unused and in the original conditional and packaging with tags on. 

We will refund the full order amount minus the shipping costs for the return. A 15% restocking fee will be charged for all returned products and buyers will be responsible for paying return costs on your item. If you receive a refund, the restocking fee will be deducted from your refund.

Only fully priced items may be refunded, unfortunately sale items cannot be refunded.

Shipping

If you decide to return your product, please contact us to confirm shipping address prior to taking any action. We suggest considering using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Force Majeure

While we strive to ensure every order reaches you in a timely manner, please understand that we shall not be held liable for delays or failures caused by events beyond our control, including but not limited to customs inspections, government actions, public holidays, natural disasters, strikes, or other unforeseen circumstances.

In the rare event that a shipment is held for extended customs inspection or other force majeure reasons, we will keep you informed of the situation to the best of our ability. However, please note that in such cases:

1. We are unable to guarantee any specific delivery timeline, and the shipment will remain in the custody of the relevant authorities or carriers until released;
2. Processed orders under hold cannot be cancelled or refunded while the delay persists;
3. Refunds/returns will only be considered after delivery, subject to our standard return policy above.

We will make every effort to monitor the situation and keep you promptly informed. Your patience and understanding in these uncommon situations are greatly appreciated.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will be automatically applied to your original method of payment, within a certain amount of days.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account and contact your credit card company, it may take some time before your refund is officially posted. If you’ve done all of this and you still have not received your refund yet, please contact us at qing@guzheng-world.com.

If you have any further questions, please don't hesitate to contact us at qing@guzheng-world.com