Hluru 21 Keys Sandalwood C Major Kalimba - Rounded Edge

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!

1.Order Processing Time

- Processing Time: Orders are processed within 1-3 business days, which includes order verification, quality checks, and packaging.

Note: 3-7 Business Days For Handpan Drums.

- Business Days: Our processing and shipping operations are conducted Monday through Friday, excluding weekends and public holidays.

2.Shipping Fees

For orders over $59, we offer free shipping. For orders under $59, the shipping cost will be automatically calculated at checkout based on the weight of your order.

3.Shipping Destinations and Delivery Times

We proudly ship our products to various countries worldwide. Below is a detailed breakdown of our shipping destinations and estimated delivery times:

North America:
United States (excluding APO/FPO military addresses):

• Free shipping: 15-20 business days.
• -Expedited shipping (additional cost): 5-12 business days.

Canada:

• Free shipping: 15-20 business days.
• Expedited shipping (additional cost): 5-15 business days.

South America:
Brazil:

• Free shipping: 15-25 business days.
• Expedited shipping (additional cost): 5-12 business days.

Europe:

• Free shipping: 15-20 business days.
• Expedited shipping (additional cost): 5-12 business days.

Note: We do not ship to the UK’s overseas territories and offshore islands, including the British Indian Ocean Territory, British Virgin Islands, Guernsey, and Jersey.

Asia:
Japan, Korea, Singapore, Philippines, Thailand, Vietnam, Indonesia, Russia, Cyprus,Malaysia, Taiwan China, Hong Kong SAR, Macao SAR:

• Free shipping: 15-20 business days.

Oceania:
Australia:

• Free shipping: 15-20 business days.
• Expedited shipping (additional cost): 5-12 business days.

4.Customs, Duties, and Taxes

For different countries and regions, we offer DDP (Delivered Duty Paid) shipping, which means no customs duties or taxes will be charged to the buyer. These fees are covered by HLURU. However, if you are located in a remote area, you will not be eligible for DDP shipping and must use express courier shipping, which will incur customs duties and taxes. Each country has different regulations regarding customs fees, so we recommend checking with your local customs or tax authority for the specific rules and charges.

Customs authorities are government agencies responsible for regulating goods entering or leaving a country or region. All shipments must go through customs clearance before they are delivered.
Please note: Customs clearance and payment of associated duties are always the responsibility of the buyer.

Import Duties and Taxes:
In most countries, imported goods are subject to taxes or duties. Some items may be exempt from these fees, usually based on their value or category.

• Important: As customs regulations and tax policies vary by country, we are unable to provide advice on specific rules, regulations, or potential exemptions in your area.
• It is the buyer’s responsibility to research and understand the applicable customs and tax rules in their country before placing an order.

Payment of Duties & Taxes:
If import taxes, customs duties, or sales taxes are required, they will be collected by the courier service at the time of delivery.

• These fees must be paid directly to the courier when you receive your package. We are unable to pre-calculate or collect these fees on your behalf.
• If you are sending a gift or shipping to someone else, please ensure that they are aware that customs duties may be payable upon delivery.

Return Policy for Unpaid Duties/Taxes:
If a package is returned due to unpaid customs duties or taxes, HLURU will not be responsible for issuing a refund.
Please ensure you understand the potential for these fees before placing an order.

If you have any questions or concerns regarding customs or taxes, we strongly recommend you contact your local customs or tax authority.

5.Tracking Your Order

Once your order has been shipped, you will receive a shipping confirmation email with a tracking number. This number can be used to monitor your order's status through the carrier's website. Please allow up to 48 hours for tracking information to update.

6.Address Accuracy

Please ensure your shipping address is accurate and complete at the time of purchase. We are not responsible for orders delivered to incorrect addresses due to customer error. If you need to change your shipping address after placing an order, please contact us immediately. While we will do our best to accommodate your request, we cannot guarantee changes once the order has been processed.

7.Lost or Damaged Packages

- Lost Packages: If your package is lost in transit, please contact us as soon as possible. We will work with the carrier to locate your package or file a claim if necessary.

- Damaged Packages: If your package arrives damaged, please retain all packaging materials and take photographs of the damage. Contact us within 7 days of receiving the package to initiate a claim.

8.Returns and Exchanges

For information on returns and exchanges, please refer to our Return&Refund Policy. Shipping fees for returns and exchanges are the responsibility of the customer unless the item was damaged or defective upon arrival.

9.Contact Us

If you have any questions or concerns about our shipping policy, please do not hesitate to contact us at support@hluru.net or through our inbox. We are committed to ensuring a smooth and satisfactory shopping experience.

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 15 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.

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.

- 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.