Refund policy

At The RPGMA Harmonium International, we understand that choosing the perfect instrument is a meaningful and personal decision. Each of our harmoniums is handcrafted with care and made to order, often based on your unique specifications. Please review our return and refund policy carefully before placing your order.

Unboxing Instructions

  • Customers are kindly requested to notify The RPGMA Harmonium International upon delivery of the package.
  • Customers have the right to open and inspect the package immediately upon receipt but are encouraged to schedule a designated unboxing time.
  • Supervised unboxing via video call with our customer service assistant is encouraged but not mandatory.
  • During supervised unboxing, the product will be carefully inspected to ensure it is in perfect condition.
  • If opting for supervised unboxing, customers should follow the guidelines provided by our customer service assistant to help document the product’s condition accurately.

Major damage definition

Major damage refers to severe issues such as a broken reed board or an instrument that is completely broken. Minor issues like key displacement, buzzing sounds, or coupler misalignment are not considered major damage

Return Policy

Custom-Made Harmoniums

All harmoniums sold by The RPGMA Harmonium International are crafted on a pre-order basis. If your harmonium includes any form of customization (such as tuning, wood type, size, or design features), it qualifies as a custom-made product under EU consumer protection law.

As such:

  • Returns are not accepted for custom-made harmoniums unless the item is damaged (see Major damage definition above )
  • This is in line with EU Directive 2011/83/EU, Article 16(c), which excludes personalized products from the standard 14-day right of withdrawal.

Non-Custom Harmoniums

If your order is a standard model without custom features:

  • You may cancel and return the item within 14 calendar days of delivery.
  • We will issue a full refund

Return Condition

  • Returns must be shipped in secure, protective packaging. Damage during return transit may affect your refund.
  • Unauthorized returns (without contacting us first) may be refused.
  • This policy is governed by the applicable laws of the European Union. Your local statutory rights remain unaffected.

How to Request a Return

To request a return or report a fault, please contact us within the applicable timeframe at:

Please include your order number, a description of the issue, and clear photos of the item if relevant.

Refunds

  • Refunds for approved returns will be processed within 14 days of receiving the returned item.
  • Refunds will be made to your original payment method.
  • Return shipping fees will be deducted from the refund unless the item qualifies as Major Damage as defined in our policy
  • If the item is returned used, damaged, or missing parts due to mishandling, we reserve the right to deduct a fee from your refund.