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@harp-e.com. 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@harp-e.com 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.

Unlawful Retention of Goods & Disputed Payments

In the event that a payment for goods purchased through Klarna (or any other payment provider) is reversed, cancelled, or refunded via a chargeback or bank dispute, title and legal ownership of the items shall immediately revert to us.

If you receive a refund or chargeback for an order while remaining in possession of the ordered goods:

  1. Obligation to Return: You remain legally obligated to return the items to us in their original, unused condition within 14 calendar days of the payment reversal or refund, unless otherwise agreed by us in writing.
  2. Return Expenses: Unless the chargeback or refund was issued due to a verified error or fault on our part, you are responsible for all return shipping costs and must use a trackable shipping method. Shipping costs may be reimbursed upon providing a proof of shipment.
  3. Failure to Return: Failure to return the goods within the specified timeframe while retaining the refunded funds constitutes unlawful retention of property. We reserve the right to initiate legal recovery proceedings, refer the debt to a collection agency, and recover all associated administrative, legal, and collection fees incurred to regain the goods or their full monetary value.