Sales Policy

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 the capture of the best sound and finish that the raw material can offer. After ordering and approving payment, the flute will enter the production cycle. You will receive an email at each step of the process and you can also 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 may extend up to 180 days in some cases, due to the nature of the artisanal process, where we appreciate the maximum quality in each step, from the choice of material, tuning, testing and finishing. If the chosen item is marked with a prompt delivery stamp, the shipping period is 7 days.

Payment

We accept payments with credit cards, PagSeguro, PayPal, Mercado Pago or direct bank transfer, in this case, you will receive bank details after making the purchase. The instrument's production cycle starts after payment is approved.

Delivery and Packaging

Our deliveries are made throughout Brazil via Correios (Sedex), by the carriers JadLog, DHL or FeDex. If there is availability at the destination. The freight charge will be calculated on the order checkout page. After informing the destination zip code, the options and values for choosing the transport service will be shown. We always post with insurance, in case of loss or theft we take out the insurance and make a new instrument once again the deadline for production and shipping as described in the “Order”. The shipping packaging is well protected. Take the utmost care and care to remove the instrument from its packaging.

International purchase

We are located with a physical address at Brazil and we currently ship to Germany, Belgium, Canada, Chile, Singapore, Denmark, Spain, France, Netherlands, Italy, Japan, Mexico, Norway, New Zealand, United Kingdom (UK), Portugal, Switzerland, Sweden, Turkey, Uruguay and USA . Soon we will be shipping to other countries, if your country is not listed here, contact us so we can check availability.

Payment on our website can be made via credit card with PayPal, 2Checkout or direct bank transfer by Transferwise.

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 responsibility of each buyer to pay import duties and taxes on international purchases. Ashar Native Flute is not responsible for import duties and taxes applicable to the destination country. 

International shipments are made by DHL or FeDex with Courier service that streamlines the entire customs clearance process for our customer and delivers to your door. 

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.