Sales Policy

General Conditions of the Online Store

If you don't find your questions in the list below, contact us here !


All flutes for sale on the site 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 , cad instrument is made one by one manually and produced for you . 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.

Cad instrument is unique and the creation process 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 the order and approval of payment, the flute will enter the production cycle. You will receive an email at cad stage of the process and you will also be able to follow up by logging into your account on the site.

For cad flute model, there is a forecast period for production and shipping, this forecast is informed on the product page. In order to make the purchase, it is mandatory to accept the term of “Time” of preparation of the referred model.

We accept payments with Pix, bank slip, credit cards, PayPal, or Bitcoin. The instrument production cycle starts after approval of payment.

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, JPY , TRY and other currencies. When changing the currency, the conversion is based on our website's reference currency ( BRL ). At the top of the page is the menu with the option to change currency.

Checkout is carried out in the currency chosen for purchase and payment options will be made available according to the currency and country chosen in your cad astro.

Shipments for purchases within Brazil are made by Correios (Sedex) or Transportadora Total Express. If there is availability at the destination. Shipping costs can be calculated on the product page or on the checkout page. After informing the Postal Code of destination, the options and values ​​for choosing the transport service will be shown. We always post with insurance, in case of loss we enter with the insurance and make a new instrument, again counting the deadline for production and shipment as described in the “Order”. The shipping package is well protected. Take the utmost care and attention to remove the instrument from its packaging.

We are located with a physical address in 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), Réunion, 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.

Cad country has its tax policy and customs fees related to certain imported products, which are not included in the purchase on our website . It is the buyer's responsibility to pay the import fees and taxes for international purchases. Flauta Nativa Ashar is not responsible for import duties and taxes applicable to the destination country.

International shipments are carried out by DHL or FedEx, as a Courier service, they speed up the processes of payment of import taxes and customs clearance and charge an administrative fee together 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.  

Flauta Nativa Ashar has no participation or responsibility for fees and taxes charged in the destination country. If the buyer does not pay the tax, the order will be returned to the sender, generating a new import freight cost for the sender. To generate a new freight for the buyer, he must pay two new freights. When you receive the email with the tracking link for your order, be aware of the carrier's contacts, as they will contact you by email and telephone to expedite the payment of customs fees.  

We work with handmade instruments and even so, we accept exchange or return of your order within 30 days after receipt.

This request can be made through our service channels: E-mail: [email protected] , via our Chat on the website or via our WhatsApp: +55-21-4063-3547.

For Returns , the form of refund will be arranged with the buyer within 3 to 5 business days after receiving the return of the purchased item.

The exchange and return freight is paid by the buyer, which may be deducted from the amount to be refunded.

For Exchange , the buyer must choose the new product and wait for the period of preparation and shipment of the same, if there is a difference in the amount to be paid by the buyer, he must settle this difference for the new product to be sent.

The buyer has up to 30 days after receiving their purchase to request a return and refund. This request can be made through our service channels: E-mail: [email protected] , via our Chat on the website or via our WhatsApp: +55-21-2018-1970.

The form of refund will be arranged with the buyer within 3-5 business days after receipt of the return of the purchased item.

Return shipping is paid by the buyer, which may be deducted from the amount to be refunded.

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

If the purchase is canceled before receiving it, contact us through our service channels and communicate your withdrawal so that we can start the refund process as described above in the Returns and Refunds section. The delivery of the order will be canceled and the amount paid will be refunded.

If the order is already on its way to delivery, receive the product and contact us to request the return shipping label. In this case, the freight cost will be deducted from the total amount to be refunded.