Return & Refund Policy

At PPEQ, we are committed to ensuring your complete satisfaction with every instrument purchase. Leveraging over 20 years of industry expertise from our heritage brand Pango Music, we have established clear and efficient return and refund procedures. Please review the following policies to understand your options and our processes.

1. General Guidelines

• All instruments undergo rigorous quality inspection before shipment

• Contact our support team promptly with any concerns—we guarantee resolution within 7 business days

2. Order Cancellations (Non-Quality Related)
For orders cancelled before receipt (shipped from our China warehouse):

• Before Shipment: Full refund processed within 24 hours of cancellation request

• 1-3 Days After Shipment (with tracking provided): We attempt shipment interception

  • Successful interception: Full refund issued

• Beyond 3 Days After Shipment: Interception generally not possible

  • U.S. Customers: May return to our U.S. warehouse or designated agent (customer bears return shipping costs)

  • Customers Outside the U.S.: Contact our support team for personalized return logistics assistance

3. Returns for Quality Issues
For defective or damaged items (manufacturing or shipping-related), please ensure you meet the following requirements:

• Preserve the original packaging (essential for claim processing)

• Document the issue with clear photos of:

  • The external packaging condition

  • The product itself, showing the defect or damage from multiple angles

• Email us within 7 calendar days of delivery at ppeq-world@outlook.com
  Please include your order number, a detailed description of the issue, and all supporting photos.

We will review your request and propose a solution (full refund, replacement, or repair) within 7 business days.

4. Returns for Non-Quality Reasons
For returns unrelated to product quality:

• Contact us within 7 calendar days of delivery

• Item must be unused in original packaging (no wear, damage, or modifications)

• Customer responsible for return shipping costs

• Refund deductions include:

  • Original outbound shipping fees

  • Import duties/taxes (if applicable)

  • Labor and packaging costs

Contact us for specific deduction amounts before initiating return

5. Return Process
To ensure a smooth return, please follow these steps:

1. Notify Us: Email your order number and return reason to ppeq-world@outlook.com

2. Get Approval & Instructions: Wait for our reply containing approval and the correct shipping address for our warehouse or agent

3. Confirm Shipping Carrier: Important – You must contact us to confirm the approved shipping carrier before dispatching your return

4. Ship the Item: Use a trackable service and be sure to retain the shipping receipt

5. Share Tracking: Provide us with the return tracking number and receipt

Refunds or replacements will be processed within 3–6 business days of us receiving the returned item (after inspection).

6. Refund Timelines
Processed through original payment method:

• PayPal: 1-2 business days

• Credit/Debit Cards: 10-20 business days (varies by issuer and country)

7. Contact Information
For return assistance:

• Email: ppeq-world@outlook.com

• 24/7 Live Chat: Available on our website

• Return Address: Provided via email upon approval

We value your trust and strive to ensure a transparent, satisfactory experience. Thank you for choosing PPEQ.