Warranty & Support

Our products are built by hand and are protected by a 3-year Direct-To-Manufacturer Warranty. Repair services are exclusively managed by us, on our premises and occasionally at our partners. This warranty follows the product, which means it can be transferred to others, and is applicable to these⁺ locations only (countries where we directly ship our products or have partners). Please note that the warranty period commences on the day of shipment.

What is covered

The warranty shall extend to defects in both parts and labor that may affect the normal functionality and tone of the product, as specified in its presentation and operation manual at the time of purchase, subject to normal usage conditions. Normal usage shall exclude any physical abuse, intentional or accidental shocks, water immersion, excessive humidity, over-cold or overheating, prolonged exposure to direct sunlight, liquid spillage, under/over voltage powering, DC polarity inversion, improper power source usage, and any other misuse that deviates from the intended purpose of the product.

What is not covered

The warranty does not cover lost or missing knobs, screws, washers, nuts, floating wires, or detachable plugs.

Moreover, any damages to screws and potentiometer threads, including their nuts, are not covered by the warranty. Scratches and dents on the enclosure’s paint and markings are also excluded from warranty coverage.

Furthermore, switches and potentiometers that generate scratchy electric noises or signal interruptions, typically caused by accumulated dust, dirt, or rust, which can be self-serviced by cleaning, are not included in the warranty.

Any damages arising from leaking batteries are not covered by the warranty.

Additionally, any improper functionality or non-functionality of the product resulting from custom installations, performed either by the user or by third parties, into an integrating system, such as preamps installed in instruments, pedals integrated into pedalboards or racks, or a specific studio setup is not covered by the warranty.

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

Limitations

Please note that our communication services are only available in the English language.

Regrettably, we do not accept returns, provide refunds, or offer exchanges once a product has been purchased.

Please be advised that our product manuals are available solely in electronic format.

We reserve the right to determine whether a product under warranty will be repaired or replaced with a different, functional product.

We kindly inform you that, due to our limited resources, we may not be able to offer direct communication, service availability, technical assistance, and support to users outside the countries where the warranty currently applies. This applies particularly to those who acquire our products through intermediaries or third parties.

Sending a product for inspection and repair

Please note that you will be responsible for the shipping expenses associated with sending the product to us, as well as for the return shipping costs (€26.00 PayPal prepaid). We require that a shipping service with a tracking number is utilized for both shipments.

Should the product under warranty fail to function correctly due to improper usage or accidental electrical or physical damage, we will communicate and charge a repair cost.

Products that are no longer covered by the warranty are subject to a flat-rate inspection and repair fee of €39.00 (Paypal pre-paid).

To initiate the repair process, we will require the product’s serial number, the place and date of purchase, your name, and a return address (including a phone number for the shipping service).

Please ensure that a completed form is included in the package along with the product when it is sent to us. We will provide you with instructions on how to print the RMA form. For products shipped from outside the European Union, the declared value and insurance value must be lowered to $10.00 USD on the shipping form, and the package must be described as “product returned for repair”. If the printed value on the shipping form is anything other than $10.00 USD, we will be unable to accept the package because we will be forced to pay customs fees, and it will be returned to you at your expense. In the event that a package is deemed “lost” according to the shipping tracking, we will compensate you.

Please note that sending a product to us without first contacting us for a proper technical assessment will result in the voiding of the warranty, and we will be unable to accept the package.

How long does the repair take

Upon receipt of the product, we will conduct a thorough inspection and aim to complete the necessary repairs within 30 days. In cases where certain parts are required for the repair but are temporarily unavailable, we will promptly notify you and provide an estimated timeline for the completion of the repair.

Important!

Please ensure that you have thoroughly read and comprehended the product manual and description, and have familiarized yourself with the intended operation of the product. Additionally, some of our products have Frequently Asked Questions (FAQs) and technical articles available online, which we encourage you to read.

If you are uncertain whether your issue falls under warranty coverage, please contact us prior to sending the product.

We appreciate honesty regarding the circumstances under which the product ceased to function optimally. Accidents and errors may occur, and we strive to provide the best assistance possible to our customers.

When contacting us for technical support via email, kindly provide a detailed description of your intended use of the product, including your setup, instrument, interconnections, pedal chain, amplifier, and power source voltage. Please describe your technical issue with precision, to facilitate our understanding of the matter and to assist you as effectively and promptly as possible. Proper communication may resolve simple issues or misunderstandings.

To avoid the inconvenience of having to send the product for assessment, we will require that you communicate with us during the initial evaluation. This may include providing installation diagrams, photographs of the product to verify whether physical damage has occurred, photographs of knob and switch positions, photographs of the serial number, or mainboard inside our pedals, phone-recorded videos, or recorded sound samples. Additionally, if the issue appears to relate to powering the devices, we may request that you verify the power supply and connectors for proper voltage and polarity, and provide images of the readings.

We suggest that you check the product’s individual functionality, connecting your instrument directly to the BECOS product and then to your amplifier, to minimize any potential for interference from other devices.

Please inspect your electric instrument carefully for proper functionality, including the interconnecting signal cables and their plugs, the continuity and correct connections in the signal flow for your particular installation, and the functional voltage and polarity of batteries or power supplies. Please also verify the data cables, connectors, and knob and switch positions in relation to each other.

Disclaimer

We hereby reserve the right to modify the warranty policy at any time without prior notice. The current terms and conditions apply as they exist at the time of purchase, and by purchasing our product, you agree to these terms.

Contact us or open a ticket for support/warranty assessment

We’re always here to help you out with any technical questions you may have! Just reach out to us or open a Support/Warranty Technical Assessment ticket and we’ll take it from there. Don’t hesitate to ask – we’re more than happy to assist you!

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