Warranty, Returns & Order Claims Policy
At The Bamboo Grove (orientalmusic.org), we take immense pride in setting up and delivering fine traditional Oriental instruments. Every instrument is thoroughly inspected by our experienced luthiers prior to dispatch to guarantee uncompromised acoustic quality and playability.
1. One-Year Limited Instrument Warranty
All musical instruments purchased directly from The Bamboo Grove include a 1-Year Limited Warranty covering structural and manufacturing defects under normal playing conditions.
- What is Covered:
- Structural separation or dislodging of factory-joined wood components.
- Structural body cracks resulting from manufacturing defects.
- Internal soundboard, neck joint, or structural seam failures.
- What is Not Covered:
- Wear and tear of consumable components (strings, bridges, tuning pegs, bow hair, drum/instrument skins, and pads).
- Cosmetic micro-variations inherent to natural raw materials (wood grain texture, natural bamboo tones, or skin patterns).
- Physical damage caused by drops, accidents, improper humidity/climate exposure, or unauthorized modifications.
- Warranty Servicing: Approved warranty repairs will be serviced at our designated luthier facilities in the United States or China, depending on your geographical location.
2. Standard Returns & Out-of-Box Issues
Due to the specialized nature of handcrafted acoustic instruments, sales are final except in cases of verified transit damage, missing items, or major manufacturing non-conformity upon arrival.
- Reporting Window: Any claims regarding shipping damage, defects, or missing accessories must be reported in writing within 7 calendar days of delivered tracking confirmation.
- Item Condition: Items authorized for return must be sent back in their original condition, unaltered, and with all original packaging materials, accessories, and documentation intact.
3. Claims & Resolution Process
To ensure fair and objective evaluation of all order issues, claims are assessed using standard commercial protection guidelines:
- Item Not Received (INR) Claims:
- Orders are tracked via carrier proof of delivery.
- If official carrier tracking indicates successful delivery to the shipping address provided at checkout, the order is fulfilled. Claims for missing parcels post-delivery require official documentation or carrier verification.
- Significantly Not as Described (SNAD) & Defect Claims:
- Claims regarding physical damage or significant discrepancy from listed specifications require clear photographic or video evidence submitted during initial reporting.
- Subjective dissatisfaction—such as slight tonal preferences, minor surface finishing variations natural to hand-finished wood/bamboo, or buyer’s remorse—does not qualify as an item defect or non-conformity.
- Claim Resolution & Return Shipping:
- If an authorized return or replacement is approved, the buyer is required to return the item to our designated workshop address (in the US or China) using a trackable shipping service.
- Refunds or replacement shipments are processed upon full physical receipt, inspection, and verification of the returned item by our technical team.
4. Submitting a Claim
To initiate a warranty assessment or report an issue with your order:
- Send an email to ask@orientalmusic.org with your full name and order number.
- Provide a detailed description of the issue along with high-resolution photos or a video showing the item in full and the specific area of concern.
- Our team will review the claim and provide instructions for repair, return authorization, or replacement processing within 2 business days.