Refund policy

We want you to be fully informed before placing your order. This policy clearly explains your return options, who covers shipping costs, and which items can or cannot be returned. Please read carefully — by placing an order, you acknowledge the terms below.

⚠️ Important: Our 60-day return & exchange guarantee applies only to purchases made directly on beatello.com. Orders placed through third-party marketplaces, authorized resellers, or any other channel are subject to that seller's own return policy and are not covered by this 60-day window.

Last Updated: November 11, 2026

1. Return Window — 60 Days (Official Website Purchases Only)

We accept returns and exchanges within 60 days of the confirmed delivery date, for orders placed on beatello.com only. Items must be:

  • Unused and unassembled
  • In original packaging with all original accessories, hardware, and tags included
  • Free of any signs of assembly, modification, or wear
  • Accompanied by proof of purchase (order number or confirmation email)

Requests submitted after 60 days from the delivery date cannot be accepted. Purchases made outside beatello.com are not eligible under this policy and must be directed to the seller from whom you bought the item.

2. Reporting Damage, Defects, or Incorrect Items on Arrival

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, contact us as soon as possible, and no later than 72 hours after delivery. Please include clear photos of:

  • The damaged, defective, or incorrect area of the product
  • The original packaging, both outside and inside, showing any signs of transit damage
  • The shipping label on the outer box

Reporting within this window allows us to file carrier claims and arrange the fastest resolution. Reports submitted significantly after delivery, or without supporting photos, may not qualify for full replacement or refund.

3. How to Start a Return — Request an RMA First

Please do not ship any item back without first contacting us. All returns require a Return Merchandise Authorization (RMA) number issued by our support team. Unauthorized returns cannot be identified and will not be processed or refunded, and may be refused at the receiving facility.

To request an RMA, please email support@beatello.com with the following information:

  • Your order number
  • The item(s) you wish to return
  • The reason for the return
  • Photos of the item and packaging (required for damage or defect claims — see Section 2)

Our team will respond within 1 business day with your RMA number and the specific return address that applies to your order.

4. Return Shipping Costs — Who Pays?

Who pays for return shipping depends entirely on the reason for the return.

Return Reason Who Covers Return Shipping? Refund Outcome
Item arrived damaged or defective (reported within 72 hours per Section 2) Beatello — we provide a prepaid return label or send free replacement parts Replacement, repair, partial or full refund — determined case-by-case
Wrong item sent Beatello — we cover all return shipping costs Replacement or full product refund
Customer preference (change of mind, wrong size, doesn't fit, etc.) Customer — you are responsible for arranging and paying return shipping Product refund upon receipt and inspection, no restocking fee. Original shipping fees and any expedited shipping fees are non-refundable.

Please read before purchasing:

Many of our drum kits and oversized items ship from our China facility. For preference-based returns of these items, you are responsible for international return shipping costs, which can be significant depending on item size and weight. For oversized drum kits, return shipping may exceed the value of the item itself.

If you have any concerns about size, configuration, finish, or compatibility, please contact us at support@beatello.com before placing your order. Our team can provide dimensions, additional photos, and configuration guidance free of charge.

For custom, made-to-order, or personalized items, please see Section 5 — these items are Final Sale and are not eligible for preference-based returns.

5. Custom, Made-to-Order, and Personalized Items — Final Sale

Because they are produced or modified specifically for your order and cannot be resold, custom, made-to-order, and personalized items are Final Sale and are not eligible for return, exchange, or refund for change of mind, buyer's remorse, ordering error, or design preference reasons.

Custom / made-to-order items include, but are not limited to:

  • Custom shell sizes, depths, or drum configurations
  • Custom finishes, wraps, or paint colors
  • Personalized engravings, badges, or artwork
  • Non-standard hardware or mounting configurations
  • Any item marked as "Custom," "Made to Order," "Bespoke," or "Special Order" on the product page or at checkout

The only exception to the Final Sale rule is a confirmed manufacturing defect or shipping damage, reported within the window described in Section 2. In such cases we will provide repair, replacement parts, a replacement unit, or another appropriate remedy.

Because custom orders enter production shortly after payment and cannot be cancelled once production has begun, please confirm every detail — sizes, finishes, hardware, quantities — before placing the order.

6. Return Addresses

Please do not return any item until you have received an RMA confirmation from our team. Depending on the product and the origin of your shipment, the return destination will be one of the regions below. The exact street address for your return will be provided in your RMA confirmation email.

U.S. Return Location

Beatello Returns United States (Exact address provided upon RMA approval)

This location applies only to items that were originally fulfilled from U.S. stock. These items are clearly labeled "In Stock — Ships from U.S." on the product page.

China / Asia Fulfillment Region

Beatello Returns China (Exact address provided upon RMA approval)

This location applies to items shipped directly from our China facility, all oversized or made-to-order pieces, and all customers located outside North America.

Please do not ship to any address before receiving your RMA confirmation. Items returned without prior authorization, or to any address not specified in the RMA email, may be refused, delayed, or ineligible for refund.

7. Order Cancellation

Within 48 Hours of Placement

You may cancel your order free of charge within 48 hours of purchase, provided the order has not yet entered production or fulfillment. To cancel, email us at support@beatello.com with your order number.

Expedited, Express, or Rush-Shipping Orders

Because these orders enter our expedited fulfillment queue immediately upon payment, cancellation may not be possible even within the 48-hour window. Any expedited shipping upgrade fee is non-refundable once the order has entered the expedited fulfillment queue.

Custom or Made-to-Order Items

Cannot be cancelled once production has begun. See Section 5.

After 48 Hours, Before Shipment

If production has begun but the item has not yet shipped, cancellation may still be possible, but reasonable handling, production, and logistics costs will be deducted from any refund.

After Shipment

Once an order has been dispatched to the carrier, cancellation is no longer possible. Please wait to receive the item and, if you no longer want it, follow the standard return process above.

Refused Delivery / Forced Cancellation After Shipment

If you refuse delivery of a shipped order, or force a cancellation after dispatch, the outbound shipping and return-to-origin costs actually incurred will be deducted from your refund. We do not charge a restocking fee.

8. Non-Returnable Items

  • Custom, made-to-order, or personalized products (see Section 5)
  • Items returned after the 60-day return window
  • Items that have been used, assembled, altered, damaged after delivery, or returned in materially incomplete condition
  • Items returned without RMA authorization, or shipped to an address not specified in the RMA email
  • Bulk orders of 3 or more identical units — except in cases of verified quality defect. For bulk purchases, we strongly recommend ordering a single sample first.
  • Expedited shipping fees, once the courier service has been rendered
  • Clearance, final-sale, or promotional-price items, unless otherwise stated
  • Items not purchased directly from beatello.com

For high-value or large project orders, please contact support@beatello.com before purchasing to confirm specifications, lead time, and return eligibility in writing.

9. Refund Processing Timeline

Once your return arrives at the designated return location:

  • Inspection: 3–5 business days from receipt
  • Refund issued: Within 7–14 business days after inspection approval
  • Refund method: Same payment method used for the original purchase

You will receive an email confirmation when your refund has been issued. Please allow an additional 3–10 business days for the funds to appear in your account, depending on your bank or card issuer.

10. Regional Consumer Rights

European Union

EU customers have the statutory right to withdraw from a purchase within 14 days of delivery under the EU Consumer Rights Directive. We voluntarily extend this period to 60 days for orders placed on beatello.com. The item must be unused and in its original condition.

United Kingdom

UK customers have the statutory right to cancel within 14 days of receiving the goods under the Consumer Contracts Regulations 2013. We voluntarily extend this to 60 days for orders placed on beatello.com.

Other Jurisdictions

Where local consumer protection law provides rights greater than those described in this policy, those local rights apply. This policy does not limit any statutory consumer rights you may have under applicable law.

11. Product Disclaimers

  • Finish variation: Finishes, wraps, and colors may appear slightly different on-screen due to monitor settings, lighting, and photography. Slight variation between the website image and the physical product is normal and does not constitute a defect.
  • Natural materials: Drum shells and components incorporating natural wood will show unique grain and color variation. No two pieces are identical. This is a feature of the material, not a defect.
  • Dimension tolerance: All dimensions are manually measured and may vary by a small tolerance. This is within our quality standard and does not constitute a defect.

12. Contact Us

If you have any questions about this policy or need help with a return, please contact our customer support team:

  • Email: support@beatello.com
  • Phone: +852 5434 5828
  • Hours: Monday – Friday, 09:00 – 18:00 (HKT)

We aim to respond to all email inquiries within 1 business day.

Mailing Address (business correspondence only — NOT a return address):

Beatello Group Hong Kong Limited Unit 18, 8/F, Peter Leung Industrial Building 103 Wai Yip Street, Kwun Tong, HK SAR