OnLine Store General Conditions

If you do not find your doubts in the list below, please contact contact here!

Order

All flutes for sale on the website are models created by us and serve as a reference for you to order your flute. We do not work with stock. It is not a mechanized process, each instrument is made one by one manually. When choosing a model to order your flute, we provide tuning and finishing options on the instrument page. If it is not possible to reproduce exactly the chosen model, we will present alternatives. Each instrument is unique and the process of creation and energy transferred to its materialization is a ritual in search of the state of the art and capturing the best sound and finish that the raw material can offer. After ordering and approval of payment, the flute will enter the production cycle. You will receive an email at each step of the process and will also be able to follow up by logging into your account on the website. Currently, the average period of our production, finishing and shipping cycle is 90 days, which can be extended to 180 days in some cases, due to the nature of the handcrafted process, where we appreciate the maximum quality at every stage, from the choice of material, tuning, testing and finishing. If the chosen item is marked with a prompt delivery stamp, the delivery period is 15 days.

Payment

We accept payments by credit card, PayPal, Bitcoin or direct bank transfer, in which case you will receive your bank details after making the purchase. The instrument's production cycle starts after payment approval.

For international orders you have the option to choose the currency of your region or the currency you want to make the payment, we accept USD, EUR, GBP, CAD, AUD, AED, ARS, CHF, ILS, SGD, JPY, MXN, UYU , BTC, and other currencies. When changing the currency, the conversion is based on our website's reference currency (BRL). At the top of the page there is a menu with the option to change currency. Checkout is carried out in the currency chosen to purchase and payment options will be made available according to the currency and country chosen in your registration.

Delivery and Packaging

Our deliveries are made throughout Brazil via Post Office (Sedex), by JadLog, DHL or FedEx carriers. There is availability at the destination. The shipping cost will be calculated on the order checkout page. After informing the postal code of destination, the options and values for choosing the transport service will be shown. In case of loss, we will make a new instrument again as long as the deadline for production and shipment. Take the utmost care and attention to remove the instrument from its packaging.

International purchase

We are located with a physical address at Brazil and currently ship to Australia, Germany, Belgium, Canada, Chile, Singapore, Denmark, Spain, France, Guadeloupe, Netherlands, Hungary, Italy, Israel, Japan, Malta, Mexico, Norway, New Zealand, United Kingdom (UK), Reunion , Portugal, Switzerland, Sweden, Thailand, Uruguay, USA and others. If your country is not listed on our checkout page, please contact us so we can check availability.

Each country has a policy of taxes and customs fees related to certain imported products, that are not included in the purchase on our website. It is the buyer's responsibility to pay import fees and taxes related to international purchases. The Ashar Native Flute is not responsible for import duties and taxes applicable to the country of destination. 

International shipments are carried out by DHL or FedEx, as a Courier service, they streamline the processes of payment of import taxes and customs clearance and charge an administrative fee along with the tax that varies by country and state. The buyer must pay the tax directly to the carrier responsible for its delivery in order to receive the order. 

Ashar Native Flute has no share or responsibility for fees and taxes levied in the destination country. If the buyer does not pay the tax, the order will be returned to the shipper generating a new import freight cost for the shipper. To generate a new freight for the buyer, he must pay two new freights. When you receive the E-mail with the tracking link for your order, pay attention to the carrier's contacts, as they will contact you by email and telephone to expedite the payment of customs fees. 

Exchange and Return

We work with handmade instruments and even so, we accept exchange or return of your order within 7 days after receipt at no additional cost. Just contact us by email: contato@flautanativa.com or WhatsApp: 21-991179232 and inform within the deadline. We only accept returns within the above period that are in perfect condition, and we do not accept cracked or broken products, unless it has been damaged in transit. We will provide the solution for your maximum satisfaction.

Return and Refund

The customer can request a refund of the amounts paid within 7 (seven) days after receiving the order. The refund will only be made after analyzing the instrument. Characterized damage to the instrument by the customer, the refund will not be made. The costs associated with returning the order will be the responsibility of the customer. After the period of 7 (seven) days of delivery, a return request will no longer be accepted. The refund will be made by deposit in a current account indicated by the customer (amounts proven to have already been paid by bank slip or bank transfer or credit card installments already debited) or by chargeback (credit card installments still to be debited). For credit cards, credit can be made in up to 02 (two) invoices subsequent to the date of requesting the refund. We remind you that this procedure is the responsibility of the card administrator. If the payment was made on the Credit Card, the request for a refund with the operator will be made within 10 (ten) business days. The protocol confirming the cancellation will be sent to your email.

Warranty

Guarantee of finishes, such as painting and varnish or natural wear is restricted to the legal term of 90 days. As for the instrument structure, we offer a 2-year warranty. Within this period, we accept sending the instrument for repairs, care and maintenance, as long as the customer pays the cost of transportation to our workshop. After the 2 year period, a maintenance fee will be charged for the instrument.>

Withdrawal

If, even before receiving your order, you regret your purchase, please contact WhatsApp: 21-99117-9232 or by Email: contato@flautanativa.com and communicate your withdrawal. The delivery of the order will be canceled and the amount paid will be refunded. If the order is already on the way to delivery, receive and resend it without opening the package and contact us to start the process of reversing the amount paid and reverse logistics.