Refund Policy

Order Cancellation

Most JINLEI instruments are made to order, customized, or require production to be scheduled in advance.

If you need to change or cancel an order, please contact us as soon as possible and before production begins. Once production, material preparation, or customization has started, the order generally cannot be cancelled. Payment processing fees, material costs, customization costs, and other non-recoverable expenses already incurred may be deducted from any approved refund.

No Returns

Due to the size and nature of our products, the high cost of international transportation, and customs and import restrictions on goods returned to China, all orders are considered final sale. JINLEI does not accept physical returns unless required by applicable law or specifically arranged by JINLEI in writing.

Returns or refunds are not available for the following reasons:

  • The customer changes their mind after ordering.
  • The customer selects the wrong model, size, color, finish, or configuration.
  • The customer is dissatisfied with reasonable variations in sound, wood grain, color, or handcrafted details.
  • The customer did not confirm venue, storage, transportation, or performance requirements before ordering.
  • The customer refuses delivery, fails to complete customs clearance, or does not pay duties, taxes, or other destination charges.
  • The customer sends an item back without prior written authorization from JINLEI.

Natural wood, cowhide, and handcrafted instruments may show reasonable differences in grain, color, texture, and sound. These natural characteristics are not considered defects.

Shipping Damage, Manufacturing Defects, or Incorrect Items

If an item arrives with visible shipping damage, or if you receive an item that does not match your order, please contact us within 7 calendar days of delivery. If you believe an item has a manufacturing defect, please contact us as soon as possible after discovering the issue.

Please provide:

  • Your order number.
  • Clear photographs of the outer packaging and shipping label.
  • Clear photographs of the complete item and the affected area.
  • A video that clearly demonstrates the issue.
  • Any other information reasonably requested by JINLEI.

Please keep the product and all original packaging until the matter has been resolved. Do not repair, disassemble, alter, discard, or return the product without written authorization from JINLEI.

Available After-Sales Solutions

After reviewing the evidence, if JINLEI confirms that the issue was caused by shipping damage, a manufacturing defect, or an incorrect shipment, we may provide one or more of the following solutions, depending on the circumstances:

  • Repair instructions or technical assistance.
  • Replacement parts or components.
  • Reimbursement of reasonable repair costs agreed upon in advance.
  • A replacement product or reshipment.
  • A partial refund.
  • A full refund.

Because returned goods may not be accepted by customs in China, customers are normally not required to send products back. Unauthorized returns will not be accepted.

Refunds

If a refund is approved, it will be issued to the original payment method. JINLEI normally initiates approved refunds within 5 to 10 business days. The time required for the funds to appear in your account depends on your bank or payment provider.

Original shipping charges, customs duties, import taxes, bank charges, payment processing fees, and other third-party costs are non-refundable, except where the issue is confirmed to have been caused by JINLEI or where applicable law requires otherwise.

Legal Rights

This policy does not limit any mandatory consumer rights that apply under the laws of the customer’s location. Where mandatory law provides different requirements, those requirements will apply.

Contact

For shipping damage, manufacturing defects, incorrect items, cancellations, or refund questions, please contact us at shop@jinlei-music.com.

Thank you for your understanding and support.

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