Refund policy

Returns

We want you to be fully satisfied with your Burning27 instrument. We offer a 30-day return policy, which means you have 30 days from the delivery of the last item in your order to request a return.

To request a return or cancellation, you can use your Burning27 customer account at https://account.burning27.com or contact us at hello@burning27.com.

Under our standard 30-day return policy, returned items should be in the same condition in which they were received, with all included accessories and original packaging where reasonably possible. You’ll also need the receipt or proof of purchase.

Return Shipping

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without first requesting a return may not be accepted.

If the return is due to a change of mind, the customer is responsible for the direct cost of return shipping. If the item is defective, damaged, or incorrect, Burning27 will cover the return shipping cost.

Damages and Issues

Please inspect your order upon delivery and contact us as soon as possible if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

You can contact us for any return question at hello@burning27.com.

Refunds

Once we receive the returned item and confirm its condition, we will notify you and process the applicable refund within 3 business days. Refunds will be issued to the original payment method.

Please remember that it can take additional time for your bank or credit card company to process and post the refund.

Exceptions / Non-returnable Items

Certain goods made to the customer’s specifications or clearly personalized may not be eligible for return or withdrawal. Please contact us if you have questions about whether this applies to your specific order.

Exchanges

The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

European Union Right of Withdrawal

If you are a consumer in the European Union, you have the statutory right to withdraw from an eligible online purchase without giving a reason within 14 days from the day the last item in your order is delivered.

You can exercise this right electronically through your Burning27 customer account at https://account.burning27.com. You may also contact us at hello@burning27.com.

After notifying us of your withdrawal, you must send the goods back without undue delay and no later than 14 days after notifying us. You are responsible for the direct cost of returning the goods unless the product is defective, damaged, incorrect, or we have agreed otherwise.

You may inspect the goods to establish their nature, characteristics, and functioning. You may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose.

Where the statutory right of withdrawal applies, we will reimburse the amounts required by applicable law, including the cost of the least expensive standard delivery option originally offered. We may withhold reimbursement until we have received the goods back or you provide evidence that they have been sent back, whichever occurs first.

The statutory right of withdrawal does not apply to certain exempt goods, including goods made to the consumer’s specifications or clearly personalized.

Nothing in this policy limits any mandatory consumer rights that apply under the laws of your country.