Repair - Guitar Product

We are sorry you are experiencing problems with your product. We'd like to get this sorted out for you right away.

PLEASE BE AWARE WE ARE EXPERIENCING UNPRECENDENTED DELAYS WITH REPAIRS DUE TO PARTS ISSUES. WE CANNOT GUARANTEE A TIMESCALE AND CURRENTLY HAVE A BACKLOG OF REPAIRS.

Here's what you need to do. Select whether the product is in warranty or out of warranty, then select the product that's relevant from the drop down menu and give us as much detail about the fault as possible in the corresponding section. Make sure you make a note of this page or write the returns address down as you'll need that later. Add the repair to the cart and go through the checkout process. On the checkout page you can either login if you are registered or just checkout as a guest. and continue. In the billing information fill in your address details so we know where the repair is coming from and more importantly, who it's going back to!  All straightforward and it helps us track your repair and process it quicker.

Print out the order confirmation form you get by email and pop it in the box, or even just write the order confirmation number on the box. This is important as we need to know which amp goes with which repair.

Then it's just a case of getting the repair back to us. We recommend using an online courier service which will collect from you. You can also just use you post office. Whichever's easier for you. We also recommend insuring the goods in transit, as they are still your property until we sign for them. It helps if you forward us the tracking number for the shipment as well. 

When we receive it, we will let you know ... if the unit is out of warranty, there will be a repair charge and a postage fee to get it back. If we feel the unit is beyond economic repair we will let you know and you can decide what to do.

For repairs in warranty, you will get the unit back with no fee to pay, or a new replacement unit, at our discretion.

Please note: if no fault is found, then there will be a $20 inspection fee and you will be charged for return postage. This fee applies regardless of warranty status. We are of course always happy to honour warranties, however, when you send the unit to us and it is found to be functioning normally, then it is not reasonable to expect us to incurr extra costs on checking and then returning a correctly functioning unit. We feel $20 inspection fee plus return shipping at cost, is reasonable under the circumstances.

Packing:

it is really important you pack it well, ideally in its original carboard carton and foam protection (you kept that, right?) If not, find a suitable box and plenty of foam and bubblewrap.  Whatever you do, DO NOT send the unit back in a hard, non-shock-mount  flightcase. Nothing spells the death of an amplifier more clearly than a hard flightcase and the tender care of the shippers.

DO NOT include the mains power lead when sending the unit back as we can't guarantee it will be shipped in the same box or with the original lead when returned. 

Don't forget to insure the contents, the good are your responsibility right until they turn up on our doorstep.