At ppeq.com, we strive to ensure every musician receives instruments that meet their expectations. Backed by over 20 years of industry experience through our parent company Pango Music, we’ve refined our return and refund processes to address issues efficiently. Below is a clear outline of our policies to guide you.
1. General Guidelines
• Our quality inspection team rigorously checks all products before shipment to ensure they meet standards.
• For any concerns, contact our support team promptly—we commit to resolving issues within 7 business days.
2. Order Cancellations (Non-Quality Reasons)
If you wish to cancel an order before receiving the item (shipped directly from our China warehouse), here’s how we handle it:
• If the product has not been shipped: We’ll process a full refund within 24 hours of your cancellation request.
• If the product has been shipped for 1–3 days (and you’ve received tracking details via email): We’ll attempt to intercept the shipment. If successful, a full refund will be issued.
• If the product has been shipped for more than 3 days (from the time tracking details were provided): Interception is rarely possible.
U.S. customers: You may return the item to our U.S. warehouse or designated agent (return shipping costs are your responsibility).
Customers in other countries: Contact our support team—our specialized team will assist with return logistics.
3. Returns for Quality Issues
If you receive a defective or damaged product (due to manufacturing errors or shipping damage), follow these steps:
1. Stay calm—we’re here to resolve it.
2. Keep the original packaging (critical for processing claims).
3. Take clear photos:
Exterior packaging (to document shipping damage, if applicable).
Full product photos (front, back, and sides) showing the issue.
4. Email our team within 7 calendar days of receiving the item (include your order number, details of the issue, and photos) at ppeq-world@outlook.com.
We’ll review your request promptly and propose a solution within 7 business days (e.g., full refund, replacement, or repair—whichever best fits your needs).
4. Returns for Non-Quality Reasons (After Delivery)
If you’re unsatisfied with your order for reasons unrelated to quality (e.g., change of mind), you may request a return under these conditions:
• You must contact our support team within 7 calendar days of receiving the item.
• The product must be unused, in its original packaging (no signs of wear, damage, or modification).
• You are responsible for return shipping costs.
• Deductions will apply to your refund, including:
Original shipping fees (the cost to deliver the item to you).
mport duties/taxes (if applicable).
Labor and packaging costs.
Contact us for the exact deduction amount before initiating the return.
5. Return Process
1. Contact our customer service at ppeq-world@outlook.com with your order number and return reason—we’ll respond promptly to approve or guide your request.
2. Once approved, we’ll send a return confirmation email with shipping instructions (including our warehouse/agent address).
3. Ship the item via a trackable service and retain the shipping receipt.
4. Share the return tracking number and receipt with our team.
We’ll process your replacement or refund within 3–6 business days of receiving the returned item (subject to inspection).
6. Refund Timelines
Refunds are processed through your original payment method:
• PayPal: Up to 48 business hours.
• Credit Card: 7–14 business days (varies by card issuer).
Note: Original shipping fees and shipping insurance are non-refundable for non-quality-related returns.
7. Contact Us
For assistance with returns, cancellations, or questions:
• Email: ppeq-world@outlook.com
• 7×24 online chat support (available on our website)
• Return Address: We will offer you by emails.
We value your trust and are committed to making your shopping experience seamless. Thank you for choosing ppeq.com.