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.
• 3متى وكيف نقوم بشحن البضائع؟
  

  • نحن نشحن البضائع يوميًا من الاثنين إلى الجمعة في ساعات العمل. يتم تسليم الطرود التي يتم تسليمها بواسطة DHL (أقل من 33 كجم) أو بالبريد (تكلفة إضافية تبلغ 2CHF) في اليوم التالي بعد الشحن (أيام الأسبوع فقط).
  • يتم تسليم الطرود بواسطة DHL أو Post أو شركة شحن عند الباب الأمامي للمنزل أو المبنى ، وليس عند باب شقتك (إذا كانت موجودة في طابق أعلى).
• 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 need to contact us in order to authorise a return before sending your product to us or to a service center 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 to. Sending the device back to us without authorisation will increase service time and may incur additional costs.
  • We will usually get back to you with an estimated repair time. When the repair is completed, we will send the product back to you.
  • Expendable items, second hand equipment, and accessories such as batteries/strings/amp tubes, etc. are processed separately.
  • Please note that some manufacturers reserve the right to choose between repair or replacement when a product is broken or defective.
  • Please note that the deadline for reporting DOA - Defective on Arrival cases is 7 days from the date of delivery, it is also mandatory to provide us photos of the product damage and photos of the packaging, as well as additional description regarding the package and product state.
• 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.
• 9Warranty: Who pays the costs?
  MusiX GmbH'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.

  Are there warranty exceptions? Apart from the improper use of the product, there are several exclusions to the Warranty that you need to be aware of and which are listed below. Exclusions and Limitations: This Warranty does not apply to any thirdparty product, even if packaged or sold with the Product. This Warranty does not cover any software or firmware, even if packaged or sold with the Product unless expressly provided for in any enclosed software Warranty. This Warranty is void if the Product has been damaged as a result of accident, abuse, misapplication, or modification not authorized by MusiX GmbH. This Warranty does not cover normal wear and tear. This Warranty shall not apply if the factory-applied Serial Number has been altered or removed from the product. This Warranty does not apply to any damages or defects caused by natural disasters, including but not limited to fire, flood, earthquakes, hurricanes, tornadoes, and other similar event. This Warranty is not transferrable and is redeemable only by the original end-user purchaser. No other person (Distributor, Reseller etc.) shall be entitled to give any Warranty promise on behalf of MusiX GmbH. Bundled Accessories and Consumables Warranty: All bundled accessories and consumables included with the Product come with a separate Warranty of ninety (90) days from the date of purchase. These items include, but are not limited to: Cables, Harnesses, Batteries, Fuses, Vacuum Tubes, Foot Switches, Remote Controls, and Dust Covers. Component Warranty: The following components are covered by a one (1) year Warranty from the date of purchase and are excluded from the Extended Warranty: Digital Displays, Encoders, Switches and Sensors, VU Meters, Variable Resistors and Potentiometers, Loudspeaker Drivers, Diaphragm Assemblies and Grilles, Faders (including Crossfaders and Motorized Faders), Track Balls and Glide Pads, and Road and Flight Cases. Accessory Products Warranty: The following Products are considered Accessories and are covered by a one (1) year Warranty from the date of purchase and are excluded from the Extended Warranty: Mounting Hardware (including Back Cans, Blank Panels, Stands, Racks, Metal Adapters and other Metal Hardware), Protective Covers and Bags, Cables and Connectors, Remote Controls, Lamps, Low-Voltage Power Supplies and Passive Footswitches. Disclaimer: This Warranty is in lieu of all other warranties, expressed or implied, and constitutes the only Warranty made by MusiX GmbH. This Warranty supersedes all prior representations and agreements. MusiX GmbH will not be liable for any incidental or consequential damages, including but not limited to loss of use, loss of time, inconvenience, or any other commercial or economic loss.
• 10Warranty: 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 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.

• 11Username 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.