Returns & Exchanges

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At CARVED CULTURE, we take the same care in crafting our return policy as our artisans do in creating each handcrafted musical instrument. We want you to be completely satisfied with your purchase and honor the traditions of quality and craftsmanship that define our collection.

Return & Exchange Eligibility

We accept returns and exchanges within 15 days of your receipt of items. To be eligible for a return:

• Item must be unused and in the same condition as received
• Item must be in the original packaging with all tags and protective materials intact
• You must provide the original receipt or proof of purchase

Return Process – Step by Step

Step 1: Submit Return Request

Email our customer service team at [email protected] with the following information. You can use the template below:

Step 2: Receive Return Authorization

Within 1-2 business days, we’ll email you a Return Authorization Number and detailed shipping instructions. Do not ship items without this authorization as we cannot process unauthorized returns.

Step 3: Package and Ship

Carefully package the item in its original box with all protective materials. Include a copy of your receipt or order confirmation. Ship to:

Note: Return shipping costs are the customer’s responsibility unless the return is due to our error or a defective product.

Step 4: Refund Processing

Once we receive and inspect your return (typically 3-5 business days after arrival), we’ll process your refund or exchange.

Refund Information

Timeline: Refunds are processed within 5-7 business days after we approve your return. The time it takes for the refund to appear in your account depends on your payment method and financial institution:

• Credit Cards (Visa, MasterCard, JCB): 5-10 business days
• PayPal: 3-5 business days

Important: Original shipping fees are non-refundable. For exchanges, we’ll cover the shipping costs for the replacement item.

Exchanges

We happily exchange items for a different size or color, subject to availability. The process is the same as returns – simply indicate your preference for exchange in your return request.

Damaged or Defective Items

If your instrument arrives damaged or defective, contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange a free return and expedited replacement at no cost to you.

International Returns

For our global customers (excluding some Asian countries and remote regions), return shipping costs and any applicable customs duties are the customer’s responsibility. Please indicate “RETURNED GOODS” on the customs form to avoid additional charges.