Refund policy
Returns, Refunds & Exchanges Policy
All items purchased from Kawai Harmony are final sale and are non-returnable and non-refundable. This includes all products that have been engraved, customized, personalized, or made to order.
Because many of our items are custom-made specifically for each customer, we do not accept cancellations, returns, refunds, or exchanges once an order has been placed and processed.
If you have any questions before purchasing, please contact us at kawaiharmony.info@gmail.com and we will be happy to assist you.
Damaged or Incorrect Items
Please inspect your order immediately upon delivery. If your item arrives damaged or if you receive the wrong item, you must contact us within 7 days of delivery at kawaiharmony.info@gmail.com. After 7 days, we will unfortunately be unable to assist with claims related to damage or incorrect items.
To process a damage claim, you must provide:
A clear video showing the damaged item
Your name and order details visible in the video
Clear footage/photos of the packaging and the damage to the item
Once we receive and inspect the evidence provided, we will review the claim and determine the appropriate solution. If approved, we will provide a free replacement for the damaged item.
Please note that damaged items may need to be returned to an address we provide before a replacement can be issued. Customers must not send items back without first contacting us and receiving instructions.
Non-Returnable Items
The following items are strictly non-returnable and non-refundable:
Customized or engraved products
Personalized items
Final sale items
Used or damaged items caused by misuse
Gift cards (if applicable)
By placing an order with Kawai Harmony, you acknowledge and agree to this policy.
Chargebacks, Fraud & Legal Notice
We strongly encourage all customers to contact us first at kawaiharmony.info@gmail.com before opening a chargeback or payment dispute. We are committed to resolving genuine issues fairly and professionally.
However, filing a false, misleading, or fraudulent chargeback after receiving goods or agreeing to our store policies may constitute fraud, theft, or financial abuse under applicable laws. We reserve the right to dispute all invalid chargebacks using evidence including tracking information, delivery confirmation, customer communications, IP/device data, and proof of purchase.
Fraudulent or abusive chargebacks may result in:
Permanent bans from our website and services
Reporting to payment processors, fraud prevention databases, and financial institutions where legally permitted
Debt recovery or collections action
Civil legal proceedings and recovery of associated losses, fees, and damages
United Kingdom (UK)
Under the Fraud Act 2006, the following provisions may apply to fraudulent chargebacks and false payment disputes:
Section 2 – Fraud by False Representation: A person commits an offence if they dishonestly make a false representation intending to make a gain for themselves or cause loss to another party.
Section 11 – Obtaining Services Dishonestly: Applies where a person obtains goods or services without proper payment through dishonest conduct.
Fraud offences under the Fraud Act 2006 can carry criminal penalties including fines and imprisonment.
In addition, knowingly keeping goods while reversing payment through a false chargeback may also constitute civil fraud and unlawful enrichment under UK civil law.
United States (USA)
Fraudulent chargebacks may violate federal and state laws, including but not limited to:
18 U.S. Code § 1343 – Wire Fraud: Prohibits schemes to defraud using electronic communications or financial systems.
18 U.S. Code § 1029 – Fraud and Related Activity in Connection with Access Devices: Covers fraudulent misuse of payment cards and electronic payment systems.
Applicable state theft, fraud, and unjust enrichment laws may also apply depending on the customer’s jurisdiction.
Submitting knowingly false claims to a bank or payment processor may also expose customers to civil liability, account restrictions, and investigations by financial institutions.
International Customers
Customers outside the UK and USA remain subject to applicable anti-fraud, financial crime, and consumer laws within their own jurisdiction. We reserve the right to cooperate with payment processors, fraud prevention organizations, banks, debt recovery agencies, and lawful authorities where legally permitted or required.
By placing an order on our website, you acknowledge and agree to our store policies, including our final sale policy and our right to challenge invalid or fraudulent disputes with all available evidence.
Refunds
In a rare scenario, we will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at kawaiharmony.info@gmail.com.