Return & Refund Policy

Gusan Instruments

1. Right of withdrawal

In accordance with applicable consumer regulations, customers benefit from a 14-day right of withdrawal starting from the date of receipt of the order.

During this period, you may request a return or an exchange without having to justify your decision, provided that the instrument is returned in its original condition.

2. Conditions for returns

To be eligible for a return or exchange, the following conditions must be met:

• The instrument must be unused, undamaged, and returned in its original condition

• All accessories, documentation and packaging must be included

• The instrument must not show signs of misuse, improper handling, or modification

As traditional handcrafted instruments, Qanun and other instruments may be sensitive to handling, climate and tuning. Any deterioration caused after delivery may affect eligibility for return.

3. How to initiate a return

To initiate a return or exchange, please contact our customer service before sending any item back.

Our team will review your request and guide you through the procedure in order to find the most appropriate solution, whether it is a return, an exchange, or personalized assistance.

Returns sent without prior contact may not be accepted.

4. Refunds

Once the returned instrument has been received and inspected:

• If the return is approved, a refund will be issued using the original payment method

• Refunds are processed within a reasonable timeframe after validation

• Initial shipping costs are non-refundable, unless otherwise required by law

5. Return shipping

• Return shipping costs are generally borne by the customer, unless the return is due to an error on our part or a defective product upon arrival

• We strongly recommend using a tracked and insured shipping service, as Gusan Instruments cannot be held responsible for loss or damage during return transit

6. Exchanges

Exchanges are subject to product availability.
If the requested replacement is not available, a refund or alternative solution may be proposed.

7. Handcrafted instruments disclaimer

All instruments sold by Gusan Instruments are handcrafted traditional instruments. Natural variations in wood, ornamentation, finish and sound are part of their artisanal character and do not constitute defects.

Improper storage, humidity exposure, tuning negligence or transport damage are not covered by return or refund eligibility.

8. Customer support

If you have any questions regarding returns or refunds, our team remains available to assist you and ensure a smooth and transparent experience.