Claims
To achieve maximum customer satisfaction we only sell high quality products which have received positive reviews and we believe their quality and reliability is fairly reflected in the price. Moreover, all musical instruments undergo a careful final inspection by trained professionals prior to being dispatched from our distribution center. If a fault occurs despite of this, please, proceed according to the following steps in order to ensure your claim is processed as fast as possible and to your satisfaction
Before making a Claim try our FREE Remote Assistance service
Our authorized service will be able to assist you with many problems that may seem as a product fault but are in fact the result of a customer not getting completely familiar with all the features:
- The light indicator is on but the instrument does not play …
- The instrument is playing but there is a strange noise coming out …
- There is too much hum or unusual noise …
- or the product is not compatible with another device (e.g. microphone does not work when connected to a computer, mixer etc.)
We recommend you to contact our Customer service before returning the goods. Our experts will be happy to help you. They are able to analyze the possible cause of a problem over the phone or via e-mail and thus save you time and expense.
Customer service Contact:
Please contact our customer service representative in English language.
Suggestions, complaints or compliments
Damage during transport
Please, check if the box is not open or damaged. In any of these cases, do not accept the package and ask the courier for a Claim Protocol and contact us immediately!
support@muziker.comAs soon as you notice that the parcel delivered to you has been damaged during shipment, please contact our customer service immediately (not later than within 2 working days of receiving tha parcel). A report made later cannot be accepted by us!
Product malfunctioning first time you use it
If a fault occurs when using the product for the first time, but no later than 3 business days from the date of purchase, please contact our Customer service center:
support@muziker.comIf there is another piece in stock and available to be dispatched immediately, we will ensure an exchange and transport without delay. You will hand over the defective product to the courier and, as soon as it arrives to us, a new piece will be sent to you. Muziker will cover the delivery costs.
Standard Warranty Claim procedure
1 | Report a claim
Download and fill out the Offline Claim Form:
In terms of our Pick-Up & Return policy, we guarantee to provide you with transport of the faulty product both ways (from and to you), its repair or replacement at our expense. To achieve a satisfaction, please contact our Customer service by submitting the Claim Form as an attachment of your e-mail.
support@muziker.com
2 | Send the package to our address
Please pack the faulty product including the filled out claim form with care and ensure the product from being damaged during the transport.
Our duty is to organise a pick-up and inform you about the estimated time of courier´s arrival.
The courier is obliged to provide you with an approval note by the pick-up.
This service is provided at our expense within this country (when speaking about the pick-up and also delivery of goods in case of a claim/ complaint/ withdrawal from contract) .
Processing a claim
We will process your claim immediately and no later than within 3 business days (complicated cases). This period does not include the time necessary for a professional assessment of the claim by one of our experts which would be required for the type of product being assessed. If the claim has been authorized, we will send you a written confirmation of acceptance of your claim with all the necessary details (authorization date, subject of claim, preferred way of settling the claim) to your e-mail address. The claim will then be settled without undue delay and no later than within 30-calendar days from the date we receive the goods under complaint, unless otherwise agreed upon in writing. You can contact our Warranty Repair Center any time during our opening hours.
Authorized service will send the repaired or replaced goods (depending on a defect identified) back to your postal address or to the place where the claim had been submitted. You can check the status of your claim any time by
contacting our Customer Center.
