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.
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’ve read the product manual and description, and know how the product is supposed to work. Some products have FAQs or technical articles that we recommend you read.
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.

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: 2024-11-09 09:27:57