Return Policy — Kalimba ViaCam

Withdrawal period

You have 14 days from receipt to request a return (or the legal deadline applicable in your country if longer).

Conditions of acceptance

Returns are accepted only if all of the conditions below are met:

Brand new, never played , with no signs of use.
(no tuning marks on the blades, no scratches/shocks on the wood).

Complete and intact original packaging (box, packing) + all accessories
( case, tuning hammer, cleaning cloth, guide ) + unused note stickers .

No customization (engraving, stickers, etc.).

Proof of purchase (confirmation email or receipt).

Return Authorization (RMA) obtained before sending the package.

Any item showing signs of use, missing accessories or damaged packaging may be refused or subject to a discount (depreciation) deducted from the refund.

How to initiate a return

Contact us at contact.viacam@gmail.com within the time indicated, specifying your order number and the reason .
We will send you the procedure and an RMA number . Packages without an RMA will not be accepted.

Return & transport costs

Return costs are your responsibility and non-refundable .

You are responsible for the package until it is received (insurance and tracking recommended).

If we send you a label, its cost will be deducted from the refund.

Refund Process

After receipt, our teams carry out a quality control (5 to 10 working days).

If the return is approved , we will refund the original payment method (banking delays vary).

In the event of non-conformity (use, shortages, damage), the return may be refused or partially refunded (discount).

Exceptions & special cases

Personalized items : not eligible for return (except manufacturing defect).

Stickers already used/stuck , traces of tuning, micro-scratches: return likely to be refused or discounted.

Import taxes/duties (if applicable): not refunded by ViaCam.

The above conditions apply without prejudice to your statutory rights of withdrawal/defect depending on your jurisdiction.

Defective/damaged product upon arrival

If your kalimba arrives damaged or defective , contact us within 48 hours at contact.viacam@gmail.com with supporting photos/video .
We will offer a suitable solution (exchange, repair or refund as appropriate).

Contact

📧 contact.viacam@gmail.com
Mon–Fri, 9am–5pm (GMT). Response time within 24–48 business hours .