[mk_page_section bg_position=”center center” bg_repeat=”no-repeat” min_height=”0″ js_vertical_centered=”true” padding_top=”100″ padding_bottom=”100″ sidebar=”sidebar-1″][vc_column width=”1/6″][/vc_column][vc_column width=”2/3″][mk_fancy_title color=”#4d4d4d” size=”52″ font_weight=”400″ txt_transform=”capitalize” font_family=”none” align=”center”]Termes and conditions[/mk_fancy_title][mk_padding_divider size=”20″][/vc_column][vc_column width=”1/6″][/vc_column][vc_column][vc_row_inner][vc_column_inner width=”1/6″][/vc_column_inner][vc_column_inner width=”2/3″][mk_fancy_title tag_name=”span” color=”#4d4d4d” size=”16″ line_height=”170″ font_weight=”500″ txt_transform=”none” font_family=”Lato” font_type=”google” responsive_align=”left”]Thank you for your interest in Lionheart Sound!

Below are the terms and conditions that apply when you visit our website and when you shop with us!

They are here to explain your rights and if you have any questions you are always welcome to contact us and we will be happy to explain how this works.

We hope that you will enjoy your visit!

We are completely dedicated to your total satisfaction as a customer. If you have any suggestions or comments please email us at contact@lionheart-sound.com.


These general terms and conditions (the “Terms”) apply when you (“Buyer” or “you”) access https:// or https://lionheart-sound.com (the “Website”) and / or place an order from Lionheart Sound (“Company”, “us” or “we”).

By accessing the Website, you are agreeing to be bound by these Terms, all applicable laws and regulations, and agree that you are responsible for compliance with any applicable local laws. If you do not agree with any of these Terms, you are prohibited from using or accessing this Website.

The materials contained in this Website are protected by applicable copyright and trademark law.

By accepting these Terms, you confirm that you are at least 18 years old or have your legal guardian’s permission and that you will comply with the Terms. You also confirm that you have read the information on personal data and cookies and approve the use of such data in accordance with our Privacy Policy (which you find on the Website).

Please note, these Terms can potentially change at any time, and it is your responsibility to check these Terms regularly before ordering products in case there are any changes. If you do not agree with the Terms set out below, you should not use or access this Website.

Terms of Sales

The following Terms and Conditions will apply between you, the Buyer, and The Company when you purchase one or more items from us.

You warrant that all details you provide to the Company for the purpose of ordering or purchasing goods are true,  accurate, current and complete in all respects; and that the credit or debit card you are using is your own and that there are sufficient funds in your account to cover payment of the product(s) ordered.

You agree that email can be used as means of communication.

The Company or its representatives do not warrant the suitability of goods for a particular purpose, therefore, it is imperative that you should check the product specifications before ordering.

Goods are not sold on a trial basis.


Published prices, specifications and services are subject to change without notice, and do not include shipping (where applicable) unless explicitly stated.

All prices listed on our Website are correct at the time of entering the information, however, in the event that a product is listed at an incorrect price, we shall have the right to refuse or cancel any products/services ordered, and we reserve the right to change prices of any product at any time.

Discounts: By prior written agreement on an individual basis, for specific product categories, or combinations of items.

Buying process

The product display in the online store is merely an online catalogue of the range of products available from makers and artisans.

The buying process is as follows:

  1. The buyer adds to the cart the products they have the intention to purchase
  2. By clicking ‘Place an order’ during checkout , the Buyer makes commitment to purchase the goods in the shopping cart
  3. The buyer shall receive an order confirmation immediately after the order has been submitted. This confirmation email will be sent to the email address given in your order form.
  4. Once your order is processed by Lionheart and the makers/artisans, you will receive a separate order confirmation which will detail products ordered, payment method, individual and total cost (including P&P) and estimated time for delivery. You must check all the details on this confirmation email are correct and contact us as soon as possible if any details are incorrect.
  5. The sales contract shall only enter into effect upon receipt of full payment (including P&P).
  6. The order is placed with the makers and artisans, and they will send the products directly to the buyer to the delivery address informed. An email will be sent to the buyer with the shipping information when this is completed.

All orders are subject to our acceptance and product availability. The Company reserves the right to refuse to perform the service promised if it becomes apparent after concluding the Contract that the goods are not available although a corresponding contractual transaction has been concluded. In such a case, the Buyer shall be notified immediately. Any considerations which have already been provided shall be reimbursed without delay. Further claims against Lionheart Sound are excluded.

If your order has not been accepted, you will receive an explanatory email from us detailing the reasons why.


Unless specifically agreed, all invoices are payable immediately.

We accept all major credit and debit cards (Visa, Visa Electron, Mastercard).

The security of processing Internet payments is guaranteed by Stripe.

Stripe is secure online payment system with a user-friendly checkout. This allows you to safely pay for your order and all your confidential payment information won’t be stored in our website.

Delivery of your goods

Any dates specified by the Company for delivery of the Goods are intended to be an estimate only.

Unless otherwise agreed in writing, the Place of Delivery shall be the address registered with the payment card, given by you in your order.

If you are ordering more than one item, your goods may be sent to you separately, as they may be dispatched from different makers and artisans.

The cost of delivery will be included in the total price.

Subject to the other provisions of these Terms, the Company shall not be liable for any loss, whether direct or consequential, economic or loss of profits or otherwise, arising directly or indirectly out of any delay in the delivery of the Goods nor will any delay entitle the Buyer to terminate or rescind the Contract.

Deliveries outside the European Economic Area (EEA)

To comply with certain manufacturers agreements and government regulations, the Company reserves the right to refuse to export certain products to some countries.

If your delivery address is outside the EEA, you may be subject to import duties and taxes, which are levied once a shipment reaches your country. You must meet any additional charges for customs clearance. Please note, customs policies vary widely from country to country. We recommend you contact your local customs office for further information.

Please note international shipments may be subject to cross-border inspections by customs authorities, which could potentially delay the delivery of your order.


Despite the sturdy packaging materials and the great deal of care our makers and artisans puts into sending your order, it is still unfortunately possible that your order will not arrive in the condition that you have come to expect from us.

To ensure proper and expedient handling, we ask you to follow these steps:

Receiving your order – what to do DURING delivery

When you receive a delivery in good condition, where no damage to the delivery has been established, please take the following steps:

  1. Count the number of delivered packages.
    Note the number of delivered packages when you sign the consignment note or when you sign digitally.
  2. Sign for receipt, including the date and hour of receipt

If you determine that the package delivered has been damaged, please take the following steps. (Possible damage may include: box is dented, torn, has damp spots, …)

  1. Accepting the goods:
    Clearly note the damage found on the transport company’s consignment note or when you sign digitally. 
  2. Refusal of goods:
    Clearly note the damage found on the transport company’s consignment note or when you sign digitally.

    Signing for refusal

    • Write your name every time
    • Signature
    • Number of packages refused
    • Date and hour of refusal

Receiving your order – what to do AFTER delivery

If you have determined that the delivery is damaged, please send us a transport damage report within 48 hours of package delivery to contact@lionheart-sound.com.

Attach the photos described in the list below to substantiate the transport damage claim:

  1. Digital photo of closed box
  2. Digital photo of open box
  3. Digital photo of damaged product (if applicable)

Important: save all of the packaging materials!

Keep all of the packaging materials for possible returns. Describe how the product was packaged.

The client is responsible for the handling of any damaged goods that are not returned in their original packaging.

Proper adherence to these instructions will ensure that our customer service department has all of the necessary information to process your complaint as quickly as possible.


Risk in the Goods shall pass to the Buyer on delivery, when not informed to the shipping company on delivery.

Returns & Cancellation Policy

Please never send any items back without prior authorization from Lionheart Sound and return address agreed, as this may vary according to the supplier, maker or artisan.

Return products must be shipped in its original packaging.

Cancellation of order

A refund will be offered only when an order is cancelled prior to any custom work being undertaken by Lionheart Sound suppliers, makers and artisans. A fee may be charged to cover the charges made by Stripe to process payment and refunds.

If an order has been placed by the buyer and subsequently produced by Lionheart Sound suppliers, makers and artisans, a refund will not be offered on cancellation of goods that are custom-made to clients specifications, only on other products (not custom made) that have not yet been shipped to the buyer.

If you need to cancel an order you should contact customer services by email on contact@lionheart-sound.com as soon as possible. Please include:

  • Order number
  • Your name and surname
  • The product you want to cancel

Lionheart Sound Customer Service will assess the order cancellation according to the terms explained above, and contact you within 2 business days.  

Return of custom made instruments & products

As each handpan sold in Lionheart Sound website is custom made according to the buyer’s specifications, we cannot offer a return unless:

a) the product does not match the order, or

  1. b) the product is faulty

If the product(s) delivered does not match your order please contact us within 48 hours of package delivery via email to contact@lionheart-sound.com outlining the problem and we will arrange the return of the said goods.  Please remember to include your original order number and the name your order was placed under.  
If the goods have a problem relating to the quality of the product such as tuning, then a video, as well as description of the problem should be emailed within 48 hours of package delivery to contact@lionheart-sound.com for our customer services team to assess it.

We cannot take any action on an order until all of the goods are returned for inspection.

 Following the return of the goods a thorough assessment will take place following which Lionheart Sound will deem whether the return is valid or not.

Return of other products (excludes custom made instruments & products)

If you purchase a product that is not custom made and need to return it, simply contact us at contact@lionheart-sound.com with your request within 5 days of receiving the item to inform us that you would like to return it. You will then receive an email with an authorization code and postal address for return of the goods.

Once we receive the item and verify that it is still in new condition, we will process your refund promptly.  Our original shipping cost and payment process fees are non refundable. Return shipment cost is the responsibility of the buyer.

Please get tracking on the item and provide us with this information after it has shipped.  

We are not responsible for any items lost during return shipping or items damaged during return shipping. The item must be in new condition and undamaged when we receive it in order to be granted a refund.  Refunds will be processed promptly after the item is received and the condition verified.

All approved refunds will be sent via Stripe to your original method of payment.

Limitation of Liability

We have taken every measure to provide accurate product images for each product for sale on the site. However, due to a number of mitigating factors such as Internet browsers, monitor colour contrasts etc, we cannot be held responsible or liable for any colour discrepancies between the image and the actual product.

We do not accept liability for any indirect loss, consequential loss, loss of data, loss of income or profit, loss of damage to property and/or loss from claims of third parties arising out of the use of the website or for any products or services purchased from Lionheart Sound.

We have taken every measure to prevent Internet fraud and ensure any data collected from you is stored as securely and safely as possible. However, we cannot be held liable in the extremely unlikely event of a breach in our secure computer servers.

We shall have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to acts of God, war, flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

We make no warranty that the Website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website.

The Company’s liability in contract, tort or otherwise arising out of the subject matter of the Contract shall not exceed the value of the Contract and the Company shall under no circumstances be liable to the Buyer for any consequential, indirect or economic loss or damages.


You agree fully to indemnify, defend and hold us, and our employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this Website, or the use by any other person accessing the Website using your Personal Information.


These Terms shall be governed by and interpreted according to Spanish Law and the parties submit to the exclusive jurisdiction of the Spanish Courts in Catalunya, Spain.[/mk_fancy_title][/vc_column_inner][vc_column_inner width=”1/6″][/vc_column_inner][/vc_row_inner][/vc_column][/mk_page_section]