FAQ

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• 1I can't log in to my account
  These are the most common causes:

  1. Wrong password: change it here.
     
  2. Your account was created with an email address that you no longer have access to. In this case create a new account or contact us to update your account with your new email address.
     
  3. If login is still not possible, try clearing the cookies in your Internet browser.

  
  
  If you are still unable to login to the website, please contact us via email or phone.
• 2What is the online ordering process?
  

  Pre-order

  • Choose the products you want, and add them to the cart.
  • Confirm your shipping address and the shipping method.
  • For payment, you can choose either secure online credit card payment or bank transfer. If you paid via bank transfer, we will send you a confirmation email when we receive your payment.

  
  
  Post-order

  • After completing the order, you will receive an automated order confirmation email.
  • We will process your order within 1-2 hours during office time. You will then receive a second confirmation email and your invoice.
  • Your order will be shipped shortly after payment confirmation.
• 3When and how do we ship orders?
  

  • We ship orders every day during office hours, from Monday to Friday. Orders are delivered the next possible business day via DHL or Swiss Post, with the exception of very heavy orders.
  • Parcels are delivered to the front door of your house or building. In the case of a multiple floor building, we cannot leave parcels at the door of a specific apartment.
• 4Can you inform me when a product arrives in stock?
  Yes. If you are interested in a product that is not in stock, we can send you an automated message notifying you of the product's arrival.

  In urgent cases, we can call you back as soon as a new product becomes available.

  In case of a "pick-up" order, you will receive an e-mail as soon as all the ordered products are available in stock. We can also notify you each time an ordered product arrives in stock.

• 5A product is available in limited quantities. How is it assigned to customers?
  Stock allocation is done on a first-come, first-served basis: the customer who first ordered and completed the order (paid in full) will receive the next available unit.
• 6My product is broken - how should I proceed?
  

  Important: Please note that you must contact us to authorise a return before sending your product back for repair.
  

  • You will receive an email with an authorisation for repair, and the address of the service center where you can send the item. Sending the device back to us without authorisation will increase service time and may incur additional costs.
  • We will get back to you with an estimated repair time. When the repair is completed, we will send the product back to you free of charge.

  Expendable items, second hand equipment, and accessories such as batteries/strings/amp tubes, etc. are processed separately.

• 7How long does delivery take?
  Orders will be delivered within 24-48 hours, if products available in stock, provided that payment has been received or "Payment after Delivery" was chosen as payment method. An express delivery service is available. Please call us for more information.
• 8Is it possible to receive the products as they become available? - Partial Delivery
  Yes. Please note that a partial delivery might be subject to extra delivery charges. Contact us for details.
• 9I need my order urgently
  An express delivery service is available. Please call us at +41 41 910 41 34 for more information.
• 10I'd like to pick up my order. Is this possible?
  Yes. Please let us know if you would prefer to pick up your order. We can also set “Pick-up” as default option for all your orders.
• 11Is payment after delivery possible? What payment methods are accepted?
  

  Yes, after a positive credit check the payment option "Payment after Delivery" (via Invoice)* becomes available.

  Our payment options include:

  • VISA - free of charge
  • Mastercard - free of charge
  • Postfinance - free of charge
  • PayPal - free of charge
  • Twint - free of charge
  • Installments via Payolution - free of charge, fees from Payolution according to their terms
  • Cash on Delivery - 5.00 CHF base fee + 15.00 CHF per package

  (*When the option "Invoice" is selected, an automatic credit check will be processed. For this purpose, personal data will be sent to the service provider.)
• 12Payolution: General Terms and Conditions (GTCs) for the Purchase on Account and Purchase by Installments
  Payolution is our installments payments partner.
  
  
  Important: you must be a registered resident in Switzerland and be over 18 years old. You will be asked in how many installments you would like to pay (3 to 12 months). Confirm by clicking on "commitment" and "confidentiality". Click on the button "Purchase" and you'll get an immediate answer.
  
  General Terms and Conditions (GTCs) for the Purchase on Account and Purchase by Installments
  Additional notes on the privacy notice for purchases on account and by installment
• 13How high are the expenses in the event of late payment?
  After the 3rd reminder: 20 CHF reminder fee (offset by MusiX AG) Further processing fees charged by Intrum Justitia AG: https://www.intrum.ch/bearbeitungsgebuehren/
• 14Warranty: Who pays the costs?
  MusiX AG's 3-year warranty is a 'bring-in' warranty. This means that:

  • Shipping costs to the service-center are paid by the customer.
  • Repair costs at the service-center are covered by the warranty.
  • Return shipping costs are covered by the warranty.
• 15Return - how to process a return delivery
  

  Please get in touch with our customer service (return@musix.com) to authorise the return before sending back any item. The return shipment has to be made to an address defined by us at the customer's expense, usually by mail. Products must be sent back in their original packaging, in "as new" condition, and including all original accessories. Refunds are processed within 14 days after checking the returned delivery.

  You will be charged a return-processing- and restocking fee which covers the effective costs including our shipping- and packaging expenses (min 5.00) involved with the order processing. The minimum return-processing- and restocking fee is five percent of the purchas price.

  The following product groups are excluded from return deliveries (list is not final):
  Wind instruments (brass/reed), harmonicas, headphones, vocal microphones, sealed items, expendable items like batteries or vacuum tubes, software or combined hard-& software-products where the software sealing is broken or the software was installed/registered/activated by the customer. Items that are built to order like studio furniture, acoustic pianos & grand pianos, flightcases, and custom made instruments can sometimes be returned after agreement.

  We do not grant returns when the volume of return cases exceeds the maximum possible limit for returns.

  Please note: all products paid via Payolution are not eligible for product returns, by contract.

• 16What is the MusiX AG 3 year warranty"?
  

  We grant an extended 3 year warranty period to all customers. If you are encountering issues with a product that you purchased at MusiX AG, and the issues are not caused by immoderate use or extreme wear, we will arrange a repair or will exchange the item for an equivalent alternative free of charge. If an adequate substitution is by no means available, we will refund the original paid amount.

  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 our customer service to authorise a return before sending back any products.

• 17Warranty: What do I need to know about the basic 1-year warranty?

  The warranty period for used goods, in particular (but not exclusively) the products with the condition declared as "B-Stock", "Occasion", "Demo" or "used", is 12 months, by Swiss law.

  In addition to the warranty and conditions set forth in the 3-year warranty section (section 3-year warranty), the following exclusions apply:

  • Defects in the product due to non-compliance of operating instructions, overload or lack of adequate maintenance.
  • Product defects described on text and/or photo or communicated verbally by our staff at the time of purchase.
  • Defects in the product caused by the use of non-approved/non-original accessories or spare parts.
  • Defects in the product caused by a third party, general damage caused by improper use, or direct damage usually covered by the owner's personal or business insurance.

  The warranty claim must be made within 1 year from the date of purchase/delivery. The warranty period is neither extended nor renewed by use of the warranty services. Only the original purchaser is entitled to warranty service and cannot be re-issued, assigned or transferred.

• 18Username Guidelines

  The username is used in place of the customer name when displaying content provided by the customer (for example a product review).

  The username is bound to an email address, and it's shared on all our platforms.

  The username must match the following guideline:
  

  1. Usernames can contain letters (a-z), numbers (0-9), dashes (-), underscores (_), apostrophes ('), and periods (.).
  2. Letters in usernames must be lowercase. If you enter uppercase letters when creating a username, they are converted to lowercase letters.
  3. Usernames can't contain more than one period (.) in a row, accents, accented letters, ampersands (&), equal signs (=), brackets (<,>), plus signs (+), or commas (,).
  4. Usernames can begin or end with non-alphanumeric characters except periods (.), from a minimum of 3 characters to a maximum of 15 characters.
  5. Certain words are reserved, or inappropriate, please refer to the error message when your username request is rejected.
• 19Privacy statement

  Privacy statement
  We ensure that personal data collection and processing are conducted in accordance with the requirements of the Swiss data protection legislation. In all areas concerning online offers, we employ comprehensive resources and take organizational measures for the protection of unauthorized access, manipulations and data loss.

  Information access to our public websites
  In principle, a request for information on our public websites needs no prior identification of the visitor. For statistical purposes and to optimize our offers, access devices technical data can be recorded and processed. This concerns the following specifications:

  • Date and time of the website request
  • Browser type, version and language settings used and the operating system installed
  • Display size in the display equipment installed
  • IP-Address of the terminal or internet access

  
  If you visit third parties' websites via links on https://www.musix.com/ch/en you leave our sphere of influence and thus the scope of application of this directive.
  
  

  Communication of personal data in the public domain
  By freely informing us of your personal data, e.g. through entries in a questionnaire or an order form, you consent to the storage and processing of your data. The data will be kept inaccessible to third parties. The use of the data collected will be restricted to absolutely necessary information and used and stored only for processing the required procedure. Passing on to other persons or organizations will not occur without your express consent.

  Use of websites in the private sector
  We offer our customers access (via Login) to personal data and related services. Use of these services takes place in accordance with the terms and conditions published on https://www.musix.com/ch/en.

  Communication via email
  If you use one of our published email addresses to contact us, you explicitly authorize us to reply to you via the same canal to the sender address or another address provided. Emails will be sent unencrypted via the public internet and are possibly accessible, visible and easy to manipulate by third parties. Email communication is therefore not suitable for conveying confidential information.