Returns & Refunds Policy

Return & Refund Policy

At Nirvanna Jamaica, we want every handcrafted instrument to find its perfect home. If your world musical instrument doesn't meet your expectations, our 30-day return policy makes it easy to sort out a return or exchange.

30-Day Return Window

You can return any instrument within 30 days of delivery. To qualify for a return, the instrument must be unplayed beyond initial testing, free of skin oils or stick marks on drum heads and metal surfaces, and returned in its original protective packaging with all included accessories such as mallets, carrying bags, or tuning tools. Your order confirmation email or packing slip serves as proof of purchase.

Sound Satisfaction Promise

Every instrument has a unique tonal character shaped by the natural materials and handcrafting process. If the tuning, resonance, or tonal quality of your singing bowl, handpan, kalimba, or tongue drum doesn't match the description on our product page, we'll cover return postage and offer a free exchange for a different piece or a full refund — no questions asked.

How to Start a Return

1. Get in touch with our instrument care team via our contact page or by phone at +64 7 839 4217. Have your order number and the instrument name handy.
2. We'll issue a Return Merchandise Authorisation (RMA) number along with detailed packing and shipping instructions tailored to your specific instrument type.
3. Repack the instrument securely using the original packaging materials. For singing bowls and crystal bowls, make sure the foam inserts and cushioning are in place. For drums and handpans, use the original rigid case or padded box. Send it using a trackable, insured method.
4. Write the RMA number clearly on the outer shipping label or pop it inside the package.

Refund Processing

Once we receive and inspect your returned instrument for condition, we'll process your refund within 5–10 working days. Refunds are issued to the original payment method.

• Credit/debit card: Refund appears on your statement within 5–10 working days depending on your bank.
• PayPal: Refund is credited to your PayPal account within 3–5 working days.

Original postage costs are non-refundable unless the return is due to our error, a defective instrument, or a mismatch with the listed tuning or specifications.

Exchanges

Keen to try a different key, scale, or size? We get it — choosing the right handpan tuning or singing bowl frequency is a personal journey. Get in touch within 30 days of delivery and we'll arrange an exchange. If the replacement instrument has a different price, we'll charge or refund the difference accordingly.

Damaged or Defective Instruments

Handcrafted instruments travel long distances from artisan workshops around the world, and we pack each one with care. If your instrument arrives damaged, cracked, dented, or with tonal defects not present in our sound samples, please get in touch within 48 hours of delivery. Include:

• Your order number
• A description of the damage or defect
• Photos showing the issue — and if relevant, a short audio or video clip demonstrating a tonal problem

We'll arrange a free replacement or a full refund including all return postage costs.

Non-Returnable Items

For hygiene and material integrity reasons, the following items can't be returned unless defective:

• Mouthpiece instruments such as ocarinas that have been played
• Instruments with visible signs of extended use — worn drum heads, scratched bowl interiors, or oxidised metal surfaces beyond initial testing
• Gift cards

Opened packaging is accepted as long as the instrument itself remains in as-new condition.

Late or Missing Refunds

If you haven't received your refund within 10 working days of our confirmation email, please check with your bank or payment provider first — processing times vary. If the refund still hasn't appeared, get in touch and we'll look into it promptly.

Contact Us

Nirvanna Jamaica Instrument Care Team
14 Maui St Unit 3, Hamilton, Waikato, 3204, New Zealand
Phone: +64 7 839 4217
Contact Form

Last updated: February 2026