From manufacturing to delivery, we do everything we can to ensure you are happy with your purchase, but we know that sometimes a product may not fulfill a buyer's expectations. We’ve made our return policy as easy as possible. Please see the return agreement below. A valid receipt must be presented by the customer to begin a return or exchange. No exceptions.
Wind instruments such as melodicas, harmonicas and recorders are non-returnable for sanitary reasons. Books, software, and digital media will not be accepted for returns. Accessories such as strings, straps, capos, etc. must be unopened in order to process a return. All returns are considered exchanges either for other items in the Kalena store or a Gift Card for the amount of the original purchase. Other items such as ukuleles, cases, amps, etc. are all returnable for a full refund within 14 days when factory defects are significantly present. Exchanges can be made within 14 days of purchase only when a valid receipt is presented and the item is still in new condition. All sales are final. Refunds granted by Kalena instruments are issued on Kalena Gift Cards for store credit unless the item is defective. Refunds for defective items will be issued back to the original method of payment.
- To complete your return/exchange, we require a receipt or proof of purchase. Damaged items will not qualify for return unless damaged in shipping and photo evidence of damage (including box) is provided.
Within 14 Days - You must return your product within 14 days of the product being purchased in-store or received by shipment. The amount of the original purchase (minus shipping charges, rental fees, restocking and cleaning fees) even if shipping wasn't billed to the customer) will be reimbursed to the buyer upon a passed inspection of returned goods or a new item will be sent as a replacement. Only items with factory defects will be accepted for a full refund.
All returned product(s) must be returned with all of their original packaging, and in like-new condition. Kalena Instruments may reject the returned product if there is damage to the product and/or product packaging.
If a product is deemed unfit for return, Kalena Instruments will notify the customer that the return has been rejected and no refund will be issued to the customer. The customer can choose one of the following options. The product will be shipped back to the customer at a shipping cost, or the product will be recycled. If you do not select one of the above options within 14 days of Kalena Instruments informing you that your return has been rejected, the product will be recycled.
Due to the nature of physical gift cards we are unable to offer any returns/refunds on gift card orders.
As long as your return adheres to the requirements described above, follow these steps to return your product:
After reviewing your return request, we will email you a return label.
Drop the package off at the shipping carrier’s closest location or call for pickup. (return shipping charges are incurred by the buyer)
Instructions for Items where shipping rates apply (All continental US and international shipments)
We will receive and review the products you’ve returned. If the returned products have met all of our return policy requirements, we will process the refund and send you a confirmation email.
If you have any questions or concerns about making a return, feel free to contact our support team at firstname.lastname@example.org or call 1-808-UKE-OAHU
Once your return has been approved
Send returns to:
98-1005 Moanalua Rd SPC 807
Aiea, Hi 96701
Refunds (if applicable)
Refunds are issued in the form of gift cards or "store credit" on exchanges of lesser value than the original purchase amount.
Sale items are non-returnable.
Only regular priced items may be exchanged, all sales are final.
Exchanges (if applicable)
We can replace items if they are defective. If you need to exchange an item, send us an email at email@example.com and send your item to:
98-1005 Moanalua Rd SPC 807
Aiea HI 96701, United States.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Thank you for shopping Kalena Instruments