Warranty & Support

Our products are covered by a 3-year Direct-To-Manufacturer Warranty. Repair services are exclusively managed by us, on our premises, and occasionally by our partners with our support and guidance. This warranty follows the product, which means it can be transferred to others and applies to the countries where we directly ship our products or have partners. The warranty period starts on the day of shipment.

What is covered

The warranty covers defects in both parts and labor that may impact the product’s normal functionality and tone, as described in the product’s presentation and operation manual at the time of purchase, under normal usage conditions.

What is not covered

The warranty excludes coverage for issues arising from the following:

Physical abuse.
Intentional or accidental shocks.
Water immersion.
Liquid spillage over the product.
Improper power source usage.
Any other misuse that deviates from the intended purpose of the product.
Under/over voltage powering.
DC polarity inversion.
DC power plug mismatch.
Issues related to high-pitch or hum noise generated by poorly filtered switching power supplies. We strongly recommend using high-quality, well-filtered, and properly regulated power supplies that can provide the necessary current according to our product specifications.
Over-cold or overheating conditions.
Prolonged exposure to direct sunlight.
Excessive humidity.
Damages caused by leaking batteries.
Lost or missing knobs, screws, washers, nuts, floating wires, or detachable plugs.
Damages to screws and potentiometer threads, including their nuts.
Scratches and dents on the enclosure’s paint and markings.
Issues with switches and potentiometers that result in scratchy electric noises or signal interruptions due to internal dust, dirt, or rust, which can be self-serviced by cleaning with contact cleaning spray.

Please note: The user is responsible for the proper installation and operation of the product, according to the manual and other valid specifications.

Limitations

Product information and communication services are exclusively available in the English language.
Product manuals are exclusively available in electronic format in the product pages.
We reserve the right to determine whether a product under warranty will be repaired or replaced with a different, fully functional product.
Due to resource constraints, we may be unable to provide direct communication, service availability, technical assistance, and support to users located outside the countries covered by our current warranty policy. This particularly applies to those who acquire our products through intermediaries or third parties.

Before you contact us

If you’re unsure whether your issue is covered by warranty, contact us for advice.
Make sure you have read the detailed product description, the technical specifications, and the product manual (PDF download on the product page), and that you generally know how the product is supposed to work.
When emailing us for technical support, provide details about your setup, instrument, connections, pedal chain, amplifier, and power source voltage. Describe the problem accurately for faster assistance.
To avoid sending the product for inspection, we may need information during the initial evaluation. This could include installation diagrams, photos to check for physical or electrical damage, knob and switch positions, and mainboard images. For power-related issues, we may request voltage and polarity verification on your power source and power cables.
Check your instrument electronics and connectors, internal wiring and signal flow, and internal batteries for proper functionality.
Additionally, please verify the functionality of the audio cables/plugs used to connect devices, ensuring the proper insertion of plugs into the product’s connectors, checking the physical condition of the DC power connector and that a proper DC power plug is used, and confirming that the knob/switch positions match the descriptions in the product manual.
Always test the product directly with your instrument and amplifier alone, to minimize interference from other devices.

Pre-paid costs

You are responsible for the shipping costs to send the product to us and for the pre-paid return shipping. A shipping service with a tracking number must be used.
If a product under warranty fails due to improper use or accidental electrical or physical damage, a pre-paid inspection and repair fee applies.
Products that are no longer under warranty are subject to a pre-paid inspection and repair fee on top of the return cost.

Sending a product for inspection and repair

For warranty or post-warranty support and repairs, we need the product’s serial number and your return address collected via the Technical Assessment form. Once the assessment is complete, an RMA will be issued, which must be printed and attached in a transparent slip to the package when sending the product for repair. Sending a product without first contacting us for a technical assessment will void the warranty, and the package cannot be accepted.
When sending a product for repair from outside the European Union the customs declaration must state “Faulty product sent for repair” with a value of zero ($0.00) USD. Any other description or a higher declared value will prevent us from accepting the package. In such cases, the shipment may either be returned to you at your expense or disposed of by the carrier, depending on the instructions on your shipping forms. We will not be liable in this case.

How long does the repair take

Upon receipt of the product, we will complete the necessary repairs within 30 days.
If certain parts are required for the repair are temporarily unavailable, we will notify you and provide an estimated timeline for the completion of the repair.

Frequently Asked Questions

Where can I find the product manual?

We provide product manuals only as downloadable PDFs, available on each product page. This digital-only format is clearly stated at checkout, along with other important details, before you confirm acceptance of our terms of sale. If you order directly from us, the manual is attached to your order confirmation email, and a download link is shown next to the product name. Please check the product page and your emails from us first. A QR code printed next to the serial number on the product box also links directly to the product page. The box itself notes that manuals and product information are available on our website.

What is the recommended power source for your pedals?

All our products can be powered from external power supplies and are center negative [-]. There isn’t one specific power supply that comes with or is made for our products, but as mentioned in the product manuals, we recommend using a good-quality, well filtered, voltage regulated, and protected power supply. Good options include units from Cioks (such as the SOL model which we alswas use in our testing), Strymon, or Voodoo Lab. Some cheaper supplies are usually quite noisy. We don’t recommend using brick-style wall-wart power supplies, as they are often unregulated and prone to introducing noise, even if some may work acceptably. Being unregulated, they can also cause voltage spikes, especially when inserting the DC plug, which may pose a risk of damaging pedals in general. Also, please note that the DC connector on our pedals is recessed about 2mm behind the enclosure wall. For a stable and full insertion, it’s best to use a DC power plug with a 12mm long barrel, as stated in the product specifications and manual. More details here.

Is there a sonic difference when powering at higher voltages?

Our products support a wide input voltage range to work with different pedalboard setups. While some models accept up to 18VDC, the 9–12VDC range is optimal, as the circuits are designed and referenced around these voltages. For our compressors, running at 18VDC shifts internal parameters slightly, offering more headroom but reducing the overall amount of compression. In terms of frequency response, there’s no notable difference between voltage options. Using 9–12VDC also provides more protection against voltage spikes from unstable power sources. The VCA used in our compressors has a maximum voltage limit of 18VDC. If you choose to run at 18VDC, make sure to use a high-quality, regulated power supply (e.g., Cioks, Strymon, or Voodoo Lab) to avoid dangerous overvoltage. In short, there’s no real sonic advantage to higher powering voltages on our compressors. Even at 9VDC, they can handle line-level signals and more without distortion, even with very fast attack times (unlike many other designs that struggle in such conditions).

Will internal battery drain if I leave the input plug inserted?

Some of our products, like the CompIQ Stella Pro Compressor and the TS8-MS Overdrive / MIDI Switcher, can also run on a 9V battery (not included). As stated in the manuals, the input plug acts as the main power switch: inserting it connects power to the circuit, and removing it disconnects the battery to preserve charge. Leaving the input plugged in will drain the battery, even if the effect is bypassed. The footswitch only routes the signal and indicates the active state, it does not switch power. When the LED is off, the signal is bypassed from IN to OUT. One footswitch pole controls the LED; the others handle signal routing. But power is still drawn as long as the input is connected. With a good brand fresh alkaline 9V battery, you can expect 3–4 hours of normal use. We tested with a GP Ultra industrial-grade battery. Lower-quality or “no-name” batteries may give you only 2–3 hours. If you use an external power supply, the battery is automatically disconnected by inserting the DC plug into the pedal. You can keep the battery inside without draining it, as long as the external DC plug is in use.

Do I need to replace the small trim-knobs if they introduce noise or signal interruption with their movement?

We use these trim knobs because they’re extremely compact, which helps us fit a lot of functionality into small enclosures. Their slightly loose feel is normal, and if you open the pedal, you’ll see why. We leave a bit of clearance around the knob on the enclosure hole to allow for minor mechanical variations during assembly, which results in a small amount of movement in the knob. This doesn’t mean the trimmers are defective. Unless they are completely faulty and need to be replaced, there’s usually no reason to send the pedal in. If they do require replacement, we can handle the repair under our support terms, or possibly arrange it through our dealers, depending on what’s more practical and if they can handle the task.

That said, let’s first evaluate the issue in more detail. Signal interruptions caused by these small trim pots are often due to dust or carbon residue inside, created by friction between the metal wiper and the carbon foil. This is a common behavior with most carbon potentiometers. Cleaning the trimmers properly, as you would with any carbon foil pot, usually resolves the problem.

To clean: disassemble the pedal (the process is straightforward), spray contact cleaner directly on top of the pot while turning the knob with the pedal upside down, the conductive layer is on the top side. Refer to the picture aside for guidance. The cleaner will also leave a lubricated surface on the carbon, reducing wear. Wipe off any excess fluid from the board with paper tissue before reassembling. You can also test the board while open, and repeat the cleaning if needed.

If after correctly cleaning the trimmers they still seem faulty and exhibit interruptions, please contact us.

Can I get repair parts from you directly if I can perform the repair myself?

We strongly recommend sending the product to us for safe repair. However, if you have the necessary skills and prefer to handle the fix yourself (if we decide that this is possible), we can usually assist by identifying the parts needed or supplying them directly. Since each case is different, please contact us first and describe the technical issue in detail. We’re supportive even beyond the warranty period and will do our best to help in one way or another.

Will I pay tariffs (import tax) for products purchased from you?

Each country has its own import rules, and any tariffs on your imported purchase are charged by your country (not by us) when the shipment is processed by the carrier. Since Austria is in the EU, shipments within the EU are not subject to such duties. For orders sent outside the EU, your country may apply import taxes, which can also include the shipping cost (they may also add local sales tax; our exports outside the EU are VAT-free). Some countries have a de minimis threshold, under which no import duties apply. Musical products and accessories like effects pedals are generally taxed at low rates (usually less than 3%), except in the USA, where tariffs have recently increased. If you’re outside the EU, we recommend checking with your local tax authorities to understand what charges may apply to your imported product.

Disclaimer

We reserve the right to modify the warranty policy at any time without prior notice.
We are not liable for any personal or property damages, loss of profits, or any indirect, incidental, or consequential damages arising from the use or inability to use our products. Customers and users assume all risks associated with the use of our products.
Our Terms and Privacy Policy apply to this Warranty Policy.

Contact us or open a ticket for support/warranty

We’re always here to help you out with any technical questions you may have! Just reach out to us or fill in the Technical Assessment form and we’ll take it from there.

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Last modifed on: 2025-07-11 20:22:46