Return & Refund Policy


Effective Date: 2025/10/20

This Policy applies to direct-to-consumer (DTC) orders placed on Baboomin’s official website or official sales channels worldwide. It does not apply to purchases from unauthorized resellers or second-hand marketplaces. This Policy does not affect your statutory rights.

0) Scope & Definitions

  • Production Models: STD / PRO / SUPER (non-custom, mass-production models).

  • Custom Shop: Made-to-order or limited, individually configured instruments (including any personalization such as engraving, special finishes, etc.).

  • RMA: Return Merchandise Authorization issued by Baboomin Support.

1) Inspection Window (All Orders)

Please inspect your delivery within 48 hours of receipt. If you discover shipping damage or missing items, contact Support within 48 hours with clear photo/video evidence and the shipping label. If Seel Shipping Protection was purchased, follow Seel’s claim flow within its required timeframe.

2) Production Models — Returns & Refunds

  • Return window: 7 calendar days from delivery.

  • Condition: Item must be new and unplayed, with original packaging and all accessories (tags, certificate, tools, case, etc.).

  • Non-returnable Production orders: any Production order with personalization (e.g., engraving/special paint), items showing signs of use/modification, missing accessories, or purchases from non-authorized channels.

  • Exchanges: subject to inventory; typically processed as “return + new order.”

Costs for non-defect returns

  • Return shipping: paid by customer in all regions.

  • Outbound shipping deduction (depends on shipping tier, see §4):

    • Tier A (Free Shipping Included) orders: Baboomin may deduct the actual outbound shipping cost from the refund (typically US$60–120).

    • Tier B/C orders where you paid shipping separately at checkout: no outbound deduction applies.

  • If the returned item is not in resalable condition, a 12% restocking fee will be deducted to cover inspection/reconditioning.

  • Duties/VAT and payment processor currency/FX fees are non-refundable unless required by applicable law.

3) Custom Shop — Final Sale (No Returns/Exchanges)

  • Final Sale once production begins: no returns or exchanges and no change-of-mind refunds after the build moves into production.

  • Deposit: 70% deposit is charged at order; once production starts, the deposit is non-refundable.

  • Cancellation: within 48 hours of order placement, you may cancel for a full refund. After 48 hours (i.e., once queued for production), the 70% deposit is non-refundable.

  • After delivery: only confirmed workmanship defects are covered via warranty repair/correction (see Warranty Policy). Preferences (setup/feel/tone), natural wood grain/finish variations, minor handmade traces are not defects.

  • Transit risk: if Seel was not purchased, transit delay/loss/damage risk is borne by the buyer; we will assist with carrier claims but do not guarantee refund/rebuild for Custom Shop.

4) Shipping, Transit Risk & Seel (Regional Model)

4.1 Regional Shipping Policy

Baboomin uses a three-tier shipping model. The applicable tier and charge are displayed at checkout and may be updated from time to time.

  • Tier A — Free Shipping Included
    Destinations with mature logistics lanes. Free standard express shipping is included in the listed price.
    Coverage (indicative): US, UK, major EU countries, Japan (JP), South Korea (KR), Singapore (SG), Malaysia (MY), Thailand (TH), Philippines (PH), Vietnam (VN), Australia (AU), New Zealand (NZ), Hong Kong (HK), Taiwan (TW).

  • Tier B — Subsidised Flat Rate
    Supported markets with stable lanes but higher variability. Checkout shows a flat rate (typically US$39–99).

  • Tier C — At-Cost / Quote
    Remote/limited-service/customs-sensitive regions. Shipping is quoted at cost prior to dispatch. A remote-area surcharge may apply.

4.2 Duties & Taxes

Import duties and VAT are the customer’s responsibility unless otherwise stated by local law.

4.3 Transit Risk & Optional Insurance

Standard shipping does not include insurance. Once the parcel is handed to the carrier, transit risks (delay/loss/damage) pass to the buyer unless Seel Shipping Protection is purchased at checkout (subject to Seel’s terms). This does not limit any non-waivable consumer rights. Please report visible damage or shortage within 48 hours of delivery with clear photos/videos and the shipping label.

5) Return Process & Refund Timeline

  1. Request RMA: Contact service@baboomin.com within the applicable window to obtain an RMA and return instructions. Unauthorized returns or “freight collect” parcels will be refused.

  2. Repack & ship: Use original packaging and pack securely. We recommend insured, trackable service. Risk of loss on return shipments remains with you until received by Baboomin.

  3. Inspection: Upon arrival, allow 2–5 business days for QC inspection.

  4. Refund: If approved, refunds are issued to the original payment method within 7–10 business days.

  5. Deductions (if applicable): return shipping (customer-paid), outbound shipping cost for Tier A orders (US$60–120 typical), 12% restocking fee if not in resalable condition, plus any non-refundable duties/taxes/processor fees as allowed by law.

6) Warranty (Both Lines)

Baboomin provides a limited warranty covering materials and workmanship defects within the warranty period (see the separate Warranty Policy for scope and procedures). The warranty does not cover: subjective preferences (feel/action/tone), normal wear, humidity/temperature/storage issues, unauthorized modifications/repairs, or transit incidents (handled via Seel/carrier).

7) Regional Compliance

  • EU/UK: For distance sales of Production Models, customers have a statutory right of withdrawal (typically 14 days) subject to local law. Baboomin may deduct for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

  • Custom/Personalized goods: statutory withdrawal does not apply to Custom Shop or other personalized items where allowed by law.

  • Where any clause conflicts with mandatory consumer protection law, mandatory law prevails.

8) Contact

Support: service@baboomin.com
(Please include your Order #, RMA request, and clear photos/videos if reporting damage or issues.)