Refund policy

OHR | One Human Rhythm — Return & Refund Policy

Last updated: 11/01/2026

At One Human Rhythm (OHR), each handpan is handcrafted, tuned, and inspected prior to shipping. Because all instruments are custom-made and produced to order, we do not offer returns or refunds for change of mind or personal preference.

However, in the rare event that your handpan arrives with a tuning issue or significant damage, we will work with you to resolve it. Below is our official policy.

1. No Change-of-Mind Returns or Refunds

Due to the handmade and custom nature of our instruments, we do not accept:

  • Change-of-mind returns

  • Refund requests

  • Exchanges based on sound preference or scale selection

  • Returns due to minor cosmetic marks, colour variations, or natural handcrafting differences

These variations are normal and part of the instrument-making process.

2. If Your Handpan Arrives Out of Tune or With a Fault

If your instrument arrives significantly out of tune or with a clear manufacturing defect, you must notify us within 15 days of receiving your order.

To lodge a claim, email:

📩 hello@onehumanrhythm.com

Include:

  1. Your order number

  2. Clear photos and/or videos demonstrating the issue

  3. Photos of the packaging if damage occurred during shipping

Once verified, you may choose one of the following solutions for CORE series hardpans only:

Option 1 — Local Retuning (Recommended)

You may take the handpan to a reputable local tuner.

  • You receive a quote for the re-tuning cost

  • We cover the full retuning fee

  • You keep your instrument

This is the fastest and most eco-friendly solution.

Option 2 — Retuning or Replacement Handpan

For professional series handpans:

  • Where local retuning is not viable or the associated costs are considered unreasonable (as assessed and confirmed by OHR), a replacement of the same instrument and model may be issued. 

Important:

  • The customer pays the shipping cost for the replacement.

  • The customer can keep the original handpan

  • A replacement will be produced and shipped once the replacement shipping fee is paid.

Replacement shipping cost (full carrier rate):

Because we subsidise shipping at checkout, replacement shipments are charged at the actual carrier rate (estimates shown below for one-way delivery).

  • USA: approx USD $280–$350

  • Canada: approx USD $280
  • Australia: approx USD $280
  • NZ: approx USD $270
  • EU: approx USD $260

We will confirm the exact replacement shipping amount based on your delivery address and send a payment link/invoice. Once paid, we begin production and arrange shipment.

For Elite Series handpans:

  • Elite Series handpans include complimentary lifetime retuning by the original manufacturer.

    To remain eligible, the instrument’s exterior must remain intact and free from defects. This service covers the cost of retuning only. Customers are responsible for all shipping costs to and from the manufacturer’s workshop, including any applicable insurance, customs duties, or import/export charges.

  • Transit Damage

    If an Elite Series handpan is damaged during transit before delivery, One Human Rhythm will arrange for the instrument to be repaired or replaced at no additional cost to the customer. Any claims relating to transit damage will be managed by One Human Rhythm with the manufacturer and/or shipping carrier.

 

3. No Full Refunds

Because each instrument is handcrafted to order and materials cannot be recovered, we do not offer full refunds under any circumstance, including:

  • Tuning issues

  • Cosmetic imperfections

  • Shipping delays

  • Change of mind

  • Incorrect scale or model selection

We will always offer either retuning or replacement as outlined above.

4. Reporting Timeframe

Any claims relating to transit damage, manufacturing defects, or tuning issues present upon delivery must be submitted within 15 days of delivery. Claims submitted after this timeframe may not be eligible for support.

This reporting timeframe does not apply to the complimentary lifetime retuning service offered with Elite Series handpans. Eligible Elite Series instruments may be submitted for complimentary retuning at any time, provided the instrument’s exterior remains intact and free from defects. Customers are responsible for all shipping costs to and from the manufacturer’s workshop.

5. Warranty Exclusions

The following are not considered defects and are not eligible for warranty support:

  • Normal handcrafted variations and cosmetic marks.
  • Minor cosmetic variations between instruments.
  • Rust, corrosion, or patina resulting from improper care or storage.
  • Damage caused by drops, impacts, misuse, excessive heat, moisture, or improper storage.
  • Personal sound or tonal preferences.
  • Damage occurring after delivery that is not the result of a manufacturing defect or covered transit damage.

6. Cancellations

Once an order has been placed and production has begun, it cannot be cancelled.

If you need to update your address or details, please contact us immediately.

Need Help?

If you have any questions about this policy, reach out to us:

📧 hello@onehumanrhythm.com

We’re here to help.