Our products are hand-made in the EU and covered by a 3-Years Direct To Manufacturer Warranty, which means we will handle the repairs, on our location only. The warranty is international and transferable and it covers not only the original purchaser but also a third-party buyer if the product is still in the warranty period. The warranty term starts the day the product is shipped to you (by us or by a dealer). We do not need proof of purchase but we need to know the product’s serial number.
Products purchased through an official dealer are covered by the same warranty terms. You may contact us directly unless the dealer has offered you a different acceptable solution. Either way, you are covered.
What is covered
The warranty covers defects in parts and labor for the normal functionality and the tone of the product, as described in its presentation and operation manual at the date of purchase, under normal usage condition; for example, but not limited to, normal usage means: no physical abuse, no water immersion, no over cold or overheating exposure, no liquid spilling, no under/over voltage powering, no DC polarity inversion, no improper power source usage, etc.
What is not covered
Lost knobs, screws, washers, nuts, floating wires, detachable plugs, scratches and dents, enclosure’s paint and markings, are not covered by warranty. If you lost a knob or a washer, please contact us and we might be able to help you, though.
The result of custom installations of our products performed by you or by third-parties which ends in improper functionality or non-functionality of the product into the integrating system (for example, but not limited to: preamps installed in instruments, pedals integrated into pedalboards, or racks, or a particular studio setup, etc.) are not covered by warranty.
The user bears the responsibility of proper installation and operation of the product, according to the manual and/or other valid specifications for it.
The customer or the user is in charge of the expenses for sending the claimed non-functional product to us for inspection. A shipping service with a tracking number must be used.
The Customs require an RMA form to be present in the package along with the product when sent to us from outside the European Union.
You will bear the expense for shipping the checked/fixed product back to you, PayPal pre-paid for the given destination country. The shipping back amount will be specified on request or after the product is checked/fixed.
How long it takes for a fix
We will check the product as fast as we can and try to fix it within 30 days of receiving it. If certain parts are required for the fix and temporarily missing you will be informed if more time is needed.
Sending a product without first opening a Warranty Ticket results in losing the warranty.
Before contacting us with a warranty claim or opening a new warranty ticket, please be sure you have read the product manual and product description and that you have understood how the product is supposed to work. Some products have FAQ’s or technical articles published online, so please read that too.
First, check the product functionality individually to avoid possible influence from other devices.
Inspect your electric instrument for proper functioning, the interconnecting cables, and their plugs, the solder joints in the plugs, continuity and correct connections in the signal flow for your particular installation, the correct functional voltage and polarity of batteries and power supplies, data cables, connectors, knobs position, switches position in relation to each other, etc.
During the initial assessment, we may ask for installation diagrams, photos of knobs positions, phone recorded videos, or recorded sound samples to better understand the problem.
If you are not sure if your issue is warranty related please contact us after doing all of the above.
Open a warranty claim
To start a claim you must open a New Ticket in our Helpdesk.
Last modified: 2020-12-24 11:48:16