FAQ


What is the procedure/process when I order online?

  1. You place an online order.
  2. For the payment, you choose either secure-online credit card payment or bank transfer.
  3. After confirmation of the order, you receive via email an automatic confirmation.
  4. Your order will then be processed within 1-2 hours by one of our employees (office time). You will then receive a second confirmation email and your invoice.
  5. Your order will be processed after we have received the payment. For bank transfer, we will send you a confirmation email when we receive your payment.

Is a delivery with an invoice possible? Which other payment options are available?

Yes, after a positive credit check the payment option "Invoice" is available.

Other payment options:

  • Postcard (free of charge)
  • VISA (free of charge)
  • Mastercard (free of charge)
  • Postfinance (free of charge)
  • PayPal (free of charge)
  • installments via Payolution (free of charge from $ {ourCompanyName}, fees from Payolution according to their terms)
  • cash on delivery (15.00 per package + 5.00 CHF basic charge)

How does the 30 days money back warranty work?

This warranty is initially valid for a test phase and can be retracted at any time during that period. Customers can claim the warranty if the corresponding clause is written on the order confirmation/delivery document/receipt.

The warranty covers orders for all products that are shown as "on stock", "on backorder" or "soon on backorder" in our webshop. It can also be extended to other products after a preliminary agreement.

Please get in touch with our customer service () to arrange details like return adress, refund method ec. before sending back an item. Goods have to be returned generally via Post to our adress. Goods have to be sent back in the original packaging, "as new", without any wear and including all originally delivered accessories. Customer payment will be refunded within 14 days of the reception.

Restocking fee might be charged if the returned item or original packaging is disproportionately and/or unneccessarily worn or damaged.

The following product groups are excluded from the 30 days money back warranty for obvious reasons:

Used wind instruments (brass/reed), harmonicas, certain headphones ("inear"), intensively used vocal microphones and sealed items, expendable items like batteries or vacuum tubes. Items that are built to a customer's order like studio furniture, acoustic pianos & grand pianos, flightcases, custom made instruments can only be returned after a preliminary agreement. Also uncovered are software or combined hard-& software-products where the software sealing is broken or the software was installed/registered/activated by the customer.

Please note, all products paid for by Payolution are not eligible for the "30-day-return".

What is the "3 year warranty"?

We grant an extended 3 year warranty period to all customers, starting for orders from 16.09.2016 or later. If an item that was purchased from us is going defective and that is not caused by immoderate use or extreme wear, we will arrange a repair free of charge for the customer, or will exchange the item for an equivalent alternative product. If an adequate substitution is by no means available, the purchase price will be refunded.

Defects caused by wear are covered when the item was adequately cared for and was not exposed to excessive strain.

Not covered by the warranty are expendable items like batteries, vacuum tubes, light bulbs, strings etc.

The 3 year warranty is a "bring in"-warranty. Please get in touch with the our customer service to arrange details before sending back items.

I don't want to receive any advertisement

We certainly understand your wish to stop receiving the annual catalogue or the newsletter by E-mail.

In that case, please let us know by E-mail. We will send you a confirmation that we correctly noted that you no longer wish to receive postal or electronic (email) advertisements.

It's asking me for eFinance credentials even though I have chosen to pay with post card.

For payments of over CHF 500 or EUR 350 (limit per transaction and month), you will also need the PIN for your card and the card reader. The amount will be debited directly from your account.

Product return

In general, we do not accept any products except, of course, if the product has a defect or malfunction upon receipt and fulfills the requirements described in the "Warranty".

In exceptional cases, and only after written agreement, a product can be exchanged.
In this case, the item must be returned in its packaging and in original condition.
All return costs are supported by the customer.
The article can not be returned in the following cases:
  • Deterioration, however small, of the appearance of the product (scratch, dirt, sticker, etc.)
  • torn packaging
  • Loss or damage to the original packaging and accessories
  • Using a key or license-related product (software, its banks ...)
  • Harmonicas/Headphone (for hygienic reasons we do not accept the return of this type of product).
Your benefit
  • Daily deliveries
  • Free delivery from 25.00 (DE)
  • 30 Day Money-Back Guarantee
  • 3 Year Warranty
  • Personal advice
  • 25,000 products in stock
Customer feedbacks
Oscar L. - 12.12.2017
Thank you so much for your amazing help.
Bruce C. - 16.04.2012
You guys are the best. I can't stop shopping with you!
David W. - 10.02.2014
Many thanks for the great service provided late on Saturday afternoon and for preparing all ordered goods. Saturday evening the kit was up and running, I'm impressed.
Daniel G. - 20.03.2018
The process has been very efficient and I am grateful for the excellent service.
Jeremy J. - 10.10.2017
Your customer service was amazing - thank you!!
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