Our products are hand-made in the EU and covered by a 3-Years Direct To Manufacturer Warranty. It is we alone that 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 within the warranty period. The warranty term starts the day the product is shipped to you (by us or by a dealer). All we need to know is the product model and its 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 conditions. 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.
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.
Sending a product for inspection
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.
We will ship the fixed product back to you at our expense.
If the inspected product is functional though, you will bear the expense for shipping the product back – PayPal pre-paid.
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.
Sending a product without first opening a Warranty Ticket results in losing the warranty.
How long it takes for a fix
We will check the product and 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.
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.
Check the product functionality individually, to avoid possible influence from interconnection with 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 or power supplies, data cables, connectors, knobs position, switches position in relation to each other, etc.
If you are not sure if your issue is warranty related please contact us first.
Open a warranty claim
To start a claim, open a New Ticket in our Helpdesk. If you purchased the product from a partner or a third party and don’t have a user account on our website you must contact us first. Please be detailed with your information. Describe your intended usage of the product, the common functional setup, the instrument used, the interconnections with other devices, the amplifier used, 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.
Last modified: 2021-06-17 07:54:39