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.
Strings, string winders, picks, cleaning cloths, straps, books, software, and items considered as personal items by Kalena Instruments will not be accepted for returns. Other items such as ukuleles, cases, amps, etc. are all returnable items where daily rental charges apply.
- To complete your return, we require a receipt or proof of purchase. Damaged items will not qualify for return.
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. A daily rental fee will be charged for any instrument returned unless it is returned for factory defects.
Instruments, amps and cases
up to $100 = $10/per day
$100.01-$300 = $15/per day
$300.01-$600 = $20/per day
over $600 = Non-returnable
- To complete your return, we require a receipt or proof of purchase.
- Include original packaging and return product in new condition -
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 of $30-$100; 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:
Please fill out the return form
After reviewing your return form, we will email you a return authorization code. Print this code on the return label and securely attach it to a suitable shipping carton.
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)
Please fill out the return form
After reviewing your return form, we will email you a return address and further instructions. "Product Return" must be clearly written on the label.
Choose your preferred shipping carrier
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. We are only able to credit the original credit card used to make the purchase. Please allow up to 8 business days for this process.
If you have any questions or concerns about making a return, feel free to contact our support team at email@example.com or call 1-808-UKE-OAHU
Item with obvious signs of use
Accessory bag that has been opened
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 14 days after delivery is not eligible for a refund.
Once your return has been approved
Send returns to:
92-1309 Hauone St.
Kapolei, Hi 96707
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items are non-returnable.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged in shipment. If you need to exchange it for the same item, send us an email at email@example.com and send your item to:
92-1309 Hauone Street
Kapolei HI 96707, United States.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Thank you for shopping Kalena Instruments
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