Return &Refund Policy

At Seriyue · 丝乐, every instrument we offer – whether a guzheng, pipa, dizi, or xiao – is handcrafted with care and undergoes a final quality inspection and professional tuning before it leaves our workshop. We take great pride in the instruments we deliver to musicians around the world.

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✅ If your instrument has a verified manufacturing defect, we will:

• Replace it with a new instrument (we cover all shipping costs), OR

• Issue a full refund (including original shipping charges)

We stand behind our craftsmanship – your satisfaction is our priority.

To keep our prices fair and our instruments accessible to musicians worldwide, we do not accept returns or issue refunds for the following reasons:

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• Change of mind 

Each instrument is hand-selected and professionally tuned for you. We cannot resell a returned instrument as new.

• Buyer's remorse

We encourage you to research and ask questions before purchasing. Our team is here to help you choose the right instrument.

• "Doesn't sound like I expected"

Tone is subjective. We provide high-quality audio and video demos for each instrument. Please listen carefully before ordering.

• Colour / wood grain variation

Natural materials (wood, bamboo) vary in colour, grain, and texture. These are not defects – they are the beauty of handcrafted instruments.

• Wrong size (if not confirmed with us)

Please check our size guide or contact us before ordering if you are unsure about sizing.

• Incompatibility with personal playing style

We recommend consulting with your teacher or an experienced player before making a purchase.

• Damage caused by misuse

This includes but is not limited to: drops, exposure to extreme temperature/humidity, unauthorised repairs, or improper handling during unpacking.

⚠️ Important: By placing an order on our website, you acknowledge that you have read, understood, and agreed to this policy.

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We define a manufacturing defect as a flaw that originated during the production process and affects the instrument's playability, structural integrity, or tonal quality.

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✅ We consider the following as manufacturing defects:

• Cracked soundboard – not caused by humidity changes or physical impact

• Loose or detached bridge – that cannot be fixed with simple adjustment

• Significant tuning peg failure – unable to hold tuning after proper adjustment

• Major finish flaws – large bubbles, peeling, or incomplete lacquer application

• Structural damage – warped neck, loose joint, or other issues affecting playability

• Missing or broken parts – upon arrival (e.g., missing tuning pegs, cracked bridges)

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❌ We do not consider the following as defects:

• Minor scratches or marks – each instrument is inspected, but minor handling marks may occur during shipping

• Natural wood grain or colour variations – wood is a natural material; no two pieces are identical

• Slight string buzz – often resolved by minor bridge adjustment (we include a tuning guide with every order)

• Normal wear and tear – after the instrument has been played

• Differences in tone – tonal preference is subjective and varies from player to player

If you believe your instrument has a manufacturing defect, please follow these steps:

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Step 1 – Email us at support@seriyue.com within 7 days of delivery

Step 2 – Provide your order number and a clear description of the issue

Step 3 – Attach 3–5 high-quality photos or a short video (15–30 seconds) showing the issue clearly

Step 4 – We will respond within 48 hours with our assessment and proposed solution

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📌 Important Notes:

• Claims submitted after 7 days of delivery will not be accepted (unless the issue was clearly documented and reported at the time of delivery).

• We may request additional photos or a video consultation to verify the issue.

• Please do not attempt to repair or modify the instrument before contacting us – doing so may void your claim.

Due to the large size, fragile nature, and high cost of international shipping, we do not require you to ship a large instrument back to us for a quality claim.

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✅ If a manufacturing defect is confirmed, we will:

• Issue a full refund (including original shipping charges), OR

• Send you a replacement instrument (if available) – with us covering all shipping costs

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🛡️ To Prevent Misuse of This Policy:

• Each customer is eligible for one large-instrument quality claim per 12-month period

• We reserve the right to request additional evidence (e.g., a live video call showing the issue)

• If we determine that the claim is not a manufacturing defect, no refund or replacement will be issued

• This policy applies to guzhengs and pipas only (not applicable to small accessories or minor items)

For smaller, lightweight instruments such as the dizi (bamboo flute), xiao (vertical flute), and small accessories, we may request that you return the item for inspection if a quality issue is claimed.

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Return Process:

1. Contact us at support@seriyue.com within 7 days of delivery

2. We will provide a Return Authorisation (RMA) number and our return address

3. Ship the item back using a trackable shipping method (we recommend insured shipping)

4. Once we receive and inspect the item (within 48 hours), we will issue a refund or replacement within 5–7 business days

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Return Shipping Costs:

• If a manufacturing defect is confirmed: we will reimburse your return shipping costs (up to a reasonable amount, with receipt)

• If no defect is found: return shipping costs are borne by the customer, and the item will be shipped back to you (you will be responsible for the return shipping fees)

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⚠️ Important: We strongly recommend using a trackable shipping service for returns. We are not responsible for items lost or damaged during return transit.

Custom-made instruments (including but not limited to: engraved instruments, custom sizes, special tuning requests, or any instrument modified per customer request) are:

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• FINAL SALE 🔒

• NON-RETURNABLE

• NON-REFUNDABLE

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Please confirm all custom specifications with us before placing your order. Once production has begun, no changes can be made, and no refunds will be issued.

We reserve the right to refuse a return or refund in the following circumstances:

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• The customer cannot provide reasonable evidence of the issue (photos/videos)

• The customer has a history of excessive claims or suspicious activity

• The instrument shows signs of misuse, neglect, or unauthorised repair

• The claim is submitted after the 7-day window

• The instrument was purchased from an unauthorised reseller (our policy applies only to direct purchases from our website)