Return & Refund policy
RETURNS & REFUNDS
Satisfaction is guaranteed on all Heaven of Sound products and we really want you to love your new sound healing instrument! Please review all the information we provide before ordering. We are happy to answer all of your questions before you buy to be sure you are getting just what you want, so please just contact us.
Return period
To return an item you must call, write, or email within 15 days of receipt of merchandise to receive an RMA (return of merchandise) number. Please be sure to clearly write that RMA number on the outside of the original packaging. If 30 days have gone by since receipt of your purchase, unfortunately we cannot offer you a refund or exchange.
We carefully pack our singing bowls, gongs or other sound instruments and we ship insured and with signature required. If the packaging shows any sign of damage please have the carrier note it right then and contact us right away! Any shipping damage discovered after opening the package must be reported immediately to us. Please read also our Shipping Policy for more details.
Eligibility
To be eligible for a return, your item must be unused and in the same condition that you received it.
Eligible are all regular priced and permanent (not time limited) sales items.We maintain recordings and (healing) frequency charts of all certified singing bowls, gongs and other healing instruments sold and we will retest the frequency of all returned singing bowls, gongs or other sound instruments plus their Original condition upon receipt. We can only offer refund or exchange on undamaged bowls, gongs and other sound instruments with exact matching frequencies and in the same condition as sent out. Items must also be in the Original packaging, except when damaged. In that case, please use a new appropriate packaging with sufficient cushioning and without any logos or signs, which can allude to the content of the package.
Restocking fees
Eligible certified singing bowls, gongs and other sound instruments are subject to a 20% restocking fee as they must be retested and re-certified. Other simpler, not certified sound instruments (like tingsha for example) and accessories are subject to a 10% restocking fee.
Singing bowl sets (chakra, healing), custom orders and custom made sound instruments, closeouts/clearance items, discontinued products, time-limited sales offers (but not long-term sales items) and special deals are sold "as is", and all sales are final. More details see under "Non-returnable items".
Non-returnable items
- Custom built instruments and custom orders
- Chakra and Healer singing bowl sets
- Instruments built in an instrument making workshop
- Closeout/Clearance, Special Deals, time-limited sales offers or discontinued items
- Gifts, Gift certificates
- Oils
- Items shipped outside the contiguous U.S. are not returnable except by special arrangement
- All items shipped international (outside the U.S.)
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable)
As noted above, any eligible bowls, gongs, other sound instruments or accessories returned are subject to a restocking fee.
- Book with obvious signs of use
- CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
- Any item not in its original condition, or does not exactly match the recorded (healing) frequencies before sent anymore, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
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 the approval or rejection of your exchange or refund.
Original shipping costs are non-refundable!
If you receive a refund, the Original shipping fees will be deducted from your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
- If you’ve done all of this and you still have not received your refund yet, please contact us.
Closeout/Clearance, Special Deals, Time-limited sales, Discontinued items (if applicable)
Only regular priced or long-term sales items without a limited time expiration may be refunded or exchanged. Unfortunately close-out/clearance items, special deals, time-limited sales offers and discontinued items cannot be refunded or exchanged.
Exchanges (if applicable)
We only replace items if they have arrived at your destination defective or damaged due to our error and the same item is available in our store at the time of your return. For an exchange please contact us first and then send your item to: Heaven of Sound LLC; PO Box 1112; Sagle Idaho US 83860.
Items shipped outside the continental U.S. are not exchangeable except by special arrangement!
Because so many of our instruments are one of a kind we cannot offer exchange on them, but instead we will offer a refund or a store credit. If we do not have a same item in store for exchange of an eligible item at the time of your return, you will receive a full refund of your returned item inclusive of original and return shipping costs.
In case of an eligible exchange we will replace your item with free shipping and will also cover your return shipping costs. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
Shipping
To return your product, you should mail your product to: Heaven of Sound LLC; PO Box 1112; Sagle Idaho US 83860. Please clearly write the RMA number on the outside of the package.
You will be responsible for paying for your own shipping costs for returning your item. Any item returned should be properly packed, insured and shipped prepaid. We accept no COD shipments. A shipping insurance (for loss and damage) is highly advised, as we can’t guarantee that we will receive your returned item(-s) and we cannot refund or exchange items either not returned to us or damaged during the return.
Updated: August, 2020
