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.

General Guidelines

We begin every order with quality and stand behind it with clear guarantees.

• All instruments undergo rigorous quality inspection before shipment.

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

Order Cancellations (Before Receipt)

For orders you wish to cancel before receiving the item:

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

• 1-3 Days After Shipment (tracking provided): We will attempt to intercept the shipment.

  • Successful Interception: Full refund issued.

  • Beyond 3 Days: Interception is generally not possible.

• If interception fails and you wish to proceed with a return:

  • 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.

Returns for Quality Issues

For defective or shipping-damaged items, we take full responsibility.

To Initiate a Quality Claim:

1. Preserve All Packaging: The original packaging is essential for claim processing.

2. Document the Issue: Take clear photos of:

   • The external packaging condition.

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

3. Contact Us Promptly: Email us within 7 calendar days of delivery at support@ppeq.com. Include your order number, a detailed description, and all photos.

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

Returns for Non-Quality Reasons

We accept returns for non-quality related reasons under the following conditions:

• Contact us within 7 calendar days of delivery.

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

• Customer is responsible for return shipping costs.

• The refund amount will be subject to deductions for:

  • Original outbound shipping fees.

  • Import duties/taxes (if applicable).

  • Labor and packaging costs.

• Please contact us for specific deduction amounts before initiating your return.

Return Process

To ensure a smooth return, please follow these steps:

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

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

3. Confirm Shipping Method: Important – You must confirm the approved shipping carrier with us before dispatching your return.

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

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

Refunds or replacements will be processed within 3–6 business days of us receiving and inspecting the returned item.

Refund Timelines

Refunds are processed through your original payment method:

• PayPal: 1-2 business days.

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

Contact Information

For any return assistance, please contact us:

• Email: support@ppeq.com

• Live Chat: Available on our website.

• Return Address: Provided via email upon request approval.

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