Cancellation & Return Policy

At Harp·E, we want every customer to feel confident and satisfied with their purchase. If you have any concerns or issues with your instrument, please contact our support team first at support@harpeharp.zohodesk.eu. We are happy to assist and troubleshoot to ensure your harp meets your expectations, and our Warranty Policy may apply.

If after discussing with our team you still wish to proceed with a cancellation or return, the following policies apply:

Cancellation policy

Orders canceled before shipment are subject to a 10% cancellation fee to cover processing and administrative costs. No cancellations can be made once an order is shipped. Contact our support email with your order number to cancel your order.

Return Policy

We offer refunds for up to full price of the product. Please note that original shipping costs are non-refundable. The following terms apply:

  • Return Window: Customers have 14 days from the delivery date to request a return by contacting our support team.

  • Shipping Damages: If your harp arrives damaged in transit, you must notify us within 5 days of delivery with clear photos of the damage to the packaging and internal contents.

Condition Requirements:

  • Original Condition: Harps are only eligible for return in their original condition. Any sign of use, assembly, or alteration may disqualify a harp from receiving a full refund. Determinations of condition is at our discretion.

  • Packaging: All returns must be shipped using the original packaging to ensure safe transit. If the original packaging was severely damaged during shipment and will require new packaging, share with our support team clear photos of the damage to approve an exception.

  • Final Sale Items: Custom-coated harps and discount products are final sale and not eligible for return.

  • Return Authorization: Customers must contact us before shipping a return to receive approval and instructions. Unauthorized returns may be rejected.

Shipping & Fees

Return Shipping: Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or damage in transit. The customer must send us the tracking information as soon as it is available to be eligible for a refund.

Restocking Fee: Returns will be subject to a 10% restocking fee, which will be subtracted from the refund.

Shipping Insurance: We recommend that customers insure their return shipment for the full amount if they want maximum security in getting their refund. We are not responsible for lost or damaged return shipments.

Refund Processing: Refunds are issued to the original payment method once the harp is received, thoroughly inspected, and confirmed to meet return conditions. Harps not returned in original condition may be subject to a partial refund.

International returns

For international returns (outside EU), customers should consult their courier for proper shipping procedures and materials, including any required pouches or protective packaging, to ensure the harp arrives safely at our studio. We are happy to provide guidance, but customers must coordinate directly with their shipping provider.

how to initiate a return

Contact our support email at support@harpeharp.zohodesk.eu with the following information:

• Your order number.
• Package bought.
• Reason for return.
• Pictures or video clearly showing condition of the harp.

If your request complies with the above policy, we will initiate the return and send detailed instructions.