Guarantee & Returns Policy

Two Year Shamanic Drum Guarantee

We offer a comprehensive two-year guarantee for all of our Shamanic Drums and Shamanic Rattles, both those purchased on our online shop and those made for bespoke orders. We take pride in the quality of the medicine tools that we craft and are confident that you will derive many years of enjoyment from them. In the unlikely event that any of your items are found to be faulty, we urge you to contact us immediately by phone on 01227 532223 or by emailing hello@herondrums.co.uk, so that we can address the issue as quickly and effectively as possible.

For Shamanic Drums that feature a naturally formed Spirit Hole in the drumhead, we offer an extended guarantee of three years for any matters relating to that hole. This means that in addition to the standard two-year guarantee provided for all of our Shamanic Drums, these specific drums are covered for an additional year for any issues that may arise in connection with the spirit hole.

Please note that this guarantee does not extend to any accidental damage, misuse of the drum, or problems associated with improper storage or transportation. Our aim is to ensure your complete satisfaction with every purchase from us, and so we kindly ask that you examine your Shamanic Drum carefully upon receipt, and notify us immediately of any faults or defects detected. In such cases, we ask that you return the item in suitable packaging, and we will then arrange to repair, replace, or refund it, as necessary.

Once we have agreed to a return, please send the item(s) to the following address: Heron Drums, Unit 32, Sparrows Way, Hersden, Canterbury, Kent, CT3 4AL. Upon receipt of the item(s), we will contact you via email to confirm and proceed with the agreed course of action.

Delivery Times

We make every effort to dispatch orders as quickly as possible. Delivery times will vary based on the weight of the order and the destination country. Orders are shipped via Royal Mail, Parcelforce, or a courier service.

Please note that delivery times are estimates and may be impacted by factors outside of our control, such as customs procedures and carrier delays. We are not responsible for any delays caused by these factors.

If you require your order to be delivered by a specific date, please contact us as soon as possible to ensure that we can meet your requirements.

Packaging

At Heron Drums, we are committed to reducing the environmental impact of our products and their packaging. We are proud to announce that we have been plastic-free in our packaging since 2022, as part of our efforts to fight the global plastic waste issue.

We use non-toxic ink in our printing, and our seeded compliments slips are plantable, growing into wildflowers that support bee and pollinator populations. We have already begun to phase out plastics from our packaging, and we only use plastics that are recycled, recyclable, or biodegradable.

However, please note that some orders from our website may be dispatched directly from other locations, and may include plastic packaging. We are actively working with our partners to find alternative packaging solutions, and we appreciate your patience and understanding as we continue to make progress in this area.

If you have any suggestions or ideas for how we can further reduce our environmental impact, we would love to hear from you. Please contact us to share your thoughts and feedback.

Delivery Costs

We offer FREE UK delivery on any Shamanic Drums. For orders of drum making supplies and accessories, shipping costs will apply.

For international orders, shipping costs will apply on all orders. Please note that some items may be subject to import taxes and duties in certain countries. If you are unsure about the relevant import taxes for your location, we advise that you enquire locally for more information.

Please note that we are not responsible for any import duties or taxes that you may incur. We are unable to advise on the specific import charges that may apply in your country.Cancellations

Whole and part orders can be cancelled by telephone, text message or email anytime right up to the time of dispatch, unless your items have been specially ordered (including commissions, customisations and unusual quantities).

Returns, Refunds and Exchange Policy

We understand that choosing the right Shamanic Drum can be a personal and intuitive experience, and that it may not be until you actual hold and feel the drum that you can determine if it's the right fit for you.

At Heron Drums, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with the drum or other item you have received, please contact us by phone or email within 14 days of receiving your order to arrange a return.

Please return the item to us within 14 days, in an unmarked and resalable condition. Once the item has been dispatched, it is your responsibility to return the item to us. Return postage charges cannot be refunded unless the product is faulty or not as described.

Returns received outside of the 14-day period can only be exchanged, not refunded. Please note that the credit will only apply to the actual cost of the goods, and not any shipping charges. Return postage charges cannot be refunded unless the product is faulty or not as described.

Please note that this return policy does not apply to bespoke or custom-made orders. However, these orders are still covered by our guarantee, should there be any fault.

If you receive a faulty or damaged item, please contact us as soon as possible to arrange a return and refund or exchange.

RETURN ADDRESS: Heron Drums, Unit 32, Sparrows Way, Hersden, Canterbury, Kent, CT3 4AL, UK.

Non Delivery

In the case of non-delivery or missing goods, please contact us by phone or email as soon as possible. If a sufficient amount of time has passed for the goods to be delivered by the original postage or courier method, we will contact them to report the non-delivery.

If an order is missing, we will contact you to arrange an exchange or refund. For replacement deliveries, we may choose to upgrade the delivery service to a more secure one that requires your signature.

Please note that Heron Drums is not responsible for non-delivery resulting from incorrect address details provided by the customer, or non-delivery due to non-payment of import charges or duties.

Pricing Errors

While we strive to ensure that all product prices displayed on our website are accurate, errors may occasionally occur. If we discover a pricing error after you have placed an order but before it has been confirmed by us, we will inform you as soon as possible. In such cases, we reserve the right to cancel any orders placed for products listed at an incorrect price. If your order is canceled, you will be notified, and any payments you have made will be refunded in full. Please note that an order confirmation does not constitute acceptance of your offer to purchase. The contract for sale is only formed once we have sent a dispatch confirmation. If a pricing error is obvious and could reasonably have been recognised by you as a mistake, we are not obligated to provide the product to you at the incorrect (lower) price.