Terms of sale

Winston Winder – General Terms and Conditions of Sale

1. Purpose

These General Terms and Conditions of Sale govern all sales made through the Winston Winder website.

By placing an Order, the Customer accepts these Terms and Conditions in full and without reservation.

2. Products

The Products offered by Winston Winder include musical instruments and related accessories, including handpans, tongue drums and accessories.

Each Product is described as accurately as possible.

Product photographs are provided for illustrative purposes and may not exactly represent the actual Product.

3. Prices

Prices are displayed in U.S. dollars (USD) and, where applicable, include all applicable taxes.

Winston Winder reserves the right to modify its prices at any time. Any price change will not affect Orders that have already been confirmed.

4. Orders

An Order is considered valid once:

  • Payment has been successfully completed; and

  • The Customer has received an Order confirmation email.

Winston Winder reserves the right to cancel or refuse an Order in the event of a dispute, suspected fraud or any other legitimate reason permitted by applicable law.

5. Payment

Payment is due immediately when the Order is placed.

Accepted payment methods are displayed during the checkout process and are processed through secure payment providers.

6. Shipping

Delivery Times

Orders are generally processed and shipped within:

  • Processing: 2 to 4 business days

  • Shipping: 5 to 8 business days

  • Estimated total delivery time: 7 to 12 business days

Delivery times may vary depending on:

  • Order volume;

  • Exceptional periods such as holidays or promotional events;

  • Shipping carriers;

  • Unforeseen logistical circumstances.

Shipping Costs

Shipping is free within the United States, unless otherwise stated at checkout.

Liability

Winston Winder shall not be held responsible for delays caused by shipping carriers, transportation disruptions or circumstances beyond its reasonable control, subject to applicable law.

7. Right of Withdrawal and Returns

Return Period

The Customer has 30 days from the date of receipt of the Order to request a return, subject to applicable law.

Return Conditions

The Product must:

  • Be unused;

  • Be in its original condition;

  • Be returned with all original accessories and included items.

Any return that does not comply with these conditions may be refused, subject to applicable law.

Return Procedure

The Customer must contact Winston Winder Customer Service before returning any Product in order to receive the applicable return instructions and return address.

Return Shipping Costs

Return shipping costs are the responsibility of the Customer, except in the case of a defective Product, an incorrect Product being shipped, or an error attributable to Winston Winder.

8. Defective Products

If the Customer receives a Product that is:

  • Damaged;

  • Defective; or

  • Not the Product ordered,

the Customer should contact Winston Winder Customer Service within 48 hours of delivery, including photographs of the Product and its packaging.

After reviewing the claim, Winston Winder may offer a replacement or refund, as applicable.

9. Refunds

After the returned Product has been received and inspected:

  • The refund will generally be processed within 14 calendar days;

  • The refund will be made using the original payment method.

Non-Refundable Items

Certain Products may not be eligible for a refund, including:

  • Personalized or customized Products;

  • Final-sale or clearance items;

  • Products returned incomplete or damaged.

These exclusions are subject to any mandatory rights provided by applicable law.

10. Warranty

All Winston Winder handpans are covered by a lifetime warranty against manufacturing defects, subject to the applicable warranty terms and exclusions.

The warranty does not cover damage resulting from misuse, accidents, unauthorized modifications or repairs, improper maintenance, normal wear and tear, or use contrary to the instructions provided.

This commercial warranty does not limit or replace any statutory warranties or rights that may apply under applicable law.

11. Liability

Winston Winder shall not be held responsible for damage resulting from improper, abnormal or unauthorized use of the Product.

The Customer is responsible for using the Product in accordance with its intended purpose and any instructions provided.

Nothing in these Terms shall exclude or limit any liability or statutory rights that cannot legally be excluded or limited under applicable law.

12. Customer Service

For any questions regarding an Order, Product, return, refund or warranty, please contact support@winstonwinder.com through the contact details provided on the Winston Winder Website or in your Order confirmation.

We are committed to responding to customer requests as quickly as possible.

13. Applicable Law

These General Terms and Conditions of Sale shall be governed by the laws applicable in the country where Winston Winder is legally established, subject to any mandatory consumer protection laws applicable to the Customer.

In the event of a dispute, the parties will seek to reach an amicable resolution before initiating legal proceedings, where applicable.