Hluru® • Mini Handpan Series | 9 Notes 14'' Tongue Drum | Portable Handpan Alternative

We aim to provide a seamless and secure payment experience for our customers. At present, our website supports the following payment methods:

1. PayPal

PayPal is a widely recognized and trusted payment platform that offers secure transactions for online purchases. You can use your PayPal account to pay for your order directly. If you do not have a PayPal account, you can still make a payment using your credit or debit card through PayPal.

2. Credit Card Payments via PayPal

Even if you don’t have a PayPal account, you can use your credit or debit card to complete your purchase through PayPal. PayPal supports a variety of credit cards, including Visa, MasterCard, American Express, and Discover.

How to Pay with Credit Card via PayPal

1. Select PayPal at Checkout:

- When you’re ready to check out, select the PayPal option as your payment method.

2. Redirect to PayPal:

- You will be redirected to the PayPal login page. If you don’t have a PayPal account, look for the option that says “Pay with Debit or Credit Card” or “Checkout as Guest.”

3. Enter Your Credit Card Details:

- You’ll be taken to a secure page where you can enter your credit or debit card information, including card number, expiration date, CVV, and billing address.

4. Review and Confirm Your Payment:

- After entering your details, review your payment information to ensure everything is correct. Once satisfied, click “Pay Now” to complete your purchase.

5. Payment Confirmation:

- You will receive a confirmation of your payment via email, and you will be redirected back to our website to see your order confirmation.

Security Assurance

Your payment information is processed securely through PayPal’s encrypted payment gateway, ensuring that your personal and financial details are protected. We do not store any credit card information on our website.

If you have any questions or need assistance with your payment, please feel free to contact our customer support team at support@hluru.net. We are here to help you with any concerns.

Thank you for choosing to shop with us!

Thank you for choosing HLURU. We are committed to providing a transparent and worry-free global shopping experience.

1. Delivery Timeline

Total Delivery Time = Processing Time + Shipping Time

• Processing Time:
  • Handpans: Due to the intricate tuning and quality inspection process, handpans require 3-7 business days before shipping.
  • Standard Products: Most orders are processed within 1-3 business days (includes order verification, quality checks, and packaging).
• Shipping Estimates:

We provide DDP (Delivered Duty Paid) services for most major regions, meaning no hidden fees upon arrival.

2. Customs, Duties & Taxes (Our Guarantee)

DDP Service (Hassle-Free):

For most shipping destinations, we offer Delivered Duty Paid (DDP) service. This means HLURU handles all customs clearance and prepays all import duties and taxes. The price you see at checkout is the final price you pay—no surprise fees at your door.

Remote Areas & Special Exceptions:

If your delivery address is in a remote region where DDP service is unavailable, standard express shipping (which incurs customs duties) must be used.

• Pre-Shipment Consultation: In these rare cases, we will contact you via email or site message before shipping to explain the situation and potential costs.
• Customer Responsibility: We will only proceed with the shipment after receiving your explicit confirmation. Please note that once you have confirmed and the package is sent, HLURU is not responsible for any refund or loss if the package is returned, detained, or destroyed due to the recipient's inability to handle local customs clearance or refusal to pay duties.

3. Shipping Costs

• FREE SHIPPING on all orders over $59 USD.
• For orders under $59 USD, shipping fees are automatically calculated at checkout based on the weight of your items.

4. Logistics Security & Support

• Order Tracking: Within 48 hours of shipment, you will receive a tracking number via email.
• Address Accuracy: Please ensure your shipping address is complete and correct. HLURU is not responsible for misdelivery due to customer errors. Address changes can only be attempted before processing is complete.
• Lost or Damaged Packages:
  • Lost: If tracking stops updating for an extended period, contact us and we will work with the carrier to resolve the claim.
  • Damaged: If your package arrives damaged, please take photos of the packaging and product and contact us within 7 days of receipt.

5. Sincere Note on Delays

While we strive for 100% on-time delivery, "Estimated Time" is based on normal conditions. Occasional delays may occur due to:

• Random Customs Inspections (typically adds 2-4 days).
• Peak Seasons (e.g., Black Friday, Christmas).
• Extreme Weather affecting flight schedules.

We promise to monitor your package's journey and keep you informed. For any questions, please contact us at support@hluru.net.

We value your satisfaction and strive to ensure you are delighted with your purchase. If you are not entirely satisfied, we're here to help. Below is our comprehensive Return & Refund Policy:

1. Return Eligibility

- Time Frame: You have 30 calendar days from the date you received your item to initiate a return.

- Condition: To be eligible for a return, the item must be unused, in the same condition that you received it, and in its original packaging. Items that are damaged, altered, or show signs of wear will not be accepted.

- Non-Returnable Items: We don't support returns and exchanges for customized products.

-If you do not provide sufficient information, we have the right to reject your request for return. Thank you for your understanding and we deeply appreciate your cooperation.

- About color difference:

Please notice that there might be a slight color difference between the product picture on our website and the actual product due to different monitors’ settings. We are committed to presenting the true appearance of the product, including its color.

But sometimes the color difference is inevitable. We are grateful if you can understand and accept the slight color difference.

If there was a large color gap between the actual product and the color displayed on our website. You can return the item. When you provide picture evidences, please take pictures of the product under natural daylight. Be noticed that not to take any pictures under nighttime lighting or under intense sunlight. These extreme conditions can cause unrealistic appear of the picture.

Note：Please notice that any item that has been used does not qualify for a return. Please return it with the original packing. We do not accept a returned item that's worn, damaged, washed or altered in any way, and the label should be attached.

- About the shipping fee:

If it is our responsibility to generate a return, such as zipper malfunction, ripped or torn, obvious color difference, mis-shipped products, and major difference between the photographed product and the product that you have received, shipping fee might be refunded depending on the severity of the problem. But sorry that if you return because of personal reasons such as customer just dislikes the item or other subjective reasons, the shipping fee is non-refundable. 

1. No exchange or return on promotional items.
2. You can exchange your item if the color is not your favorite or the other personal reasons. But the shipping fee of this exchange including your delivery and our delivery is your responsibility. In view of your cost, we suggest you to return your item and place a new order. 

2. Return Process

1. Please inform us your order number, describe the issue of the product and provide us pictures or video that can display the problem.
2. Our customer service department will reply you within 24 hours in business day and 48 hours in non-business days after receiving the emails.
3. Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.
4. If you do not provide sufficient information, we have the right to reject your request for return. Thank you for your understanding and we deeply appreciate your cooperation.

3. Refunds

-Refund Process: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days.

- Partial Refunds: In certain situations, only partial refunds may be granted, such as for items that are not in their original condition, are damaged, or are missing parts for reasons not due to our error.

- Shipping Costs: Original shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the item was defective or damaged upon arrival.

- Special Notes on Handpan Return and Exchange Policy

1. Custom Handpans

• Custom-made Handpans are considered specialized goods. Once production is confirmed, we do not accept returns or exchanges in any form. We appreciate your understanding.

2. Confirmation and Tuning Issues for Standard Handpans

To ensure your satisfaction:

• Pre-Shipment Confirmation: Before shipping any Standard Handpan, we will send a detailed test-play video for your review and confirmation of the sound. We will only arrange shipment after receiving your confirmation.
• Tuning Issues (Pitch Drift): The tuning of a Handpan is highly sensitive. If pitch drift occurs NOT due to our Hluru production or quality control reasons (e.g., resulting from customer misuse, accidental dropping, or extreme changes in temperature/humidity, etc.), and you request a return or exchange, the resulting round-trip shipping fees must be borne by you (the customer).

- About 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 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 at support@hluru.net .

4. Exchanges

- Defective or Damaged Items: If you received a defective or damaged item, please contact us immediately at support@hluru.net. We will arrange for a replacement or exchange at no additional cost to you.

- Product Exchanges: If you wish to exchange an item for a different size, color, or model, please follow the return process outlined above. Once your return is processed, a new order can be placed for the desired item. Shipping fees for exchanged items are the responsibility of the customer unless the exchange is due to a defect or damage.

5. Cancellations

-Order Cancellation: If you need to cancel your order, please contact us as soon as possible. Orders that have already been processed or shipped cannot be canceled. In such cases, you may need to initiate a return once the item has been delivered.

6. International Returns

- Customs, Duties, and Taxes: For international returns, you are responsible for any customs duties, taxes, or fees associated with returning the item. These charges are non-refundable.

- Shipping Costs: You are responsible for all return shipping costs for international orders, except in cases of defective or damaged items.

7. Return Address

Please do not return your products directly to the address on the package that you have received. The return address that provided by our customer service is valid only! Any return or exchange will be valid only if our customer service department accepted. And you are responsible for the loss due to the wrong address.

8. Contact Us

If you have any questions or need further assistance with your return or refund, please do not hesitate to contact our customer service team at support@hluru.net or through our inbox. We are here to help and ensure your shopping experience with us is smooth and satisfying.