After-sales

Warranty, DOA units
and returns

Equipment is warranted against manufacturing defects for the period stated in your order confirmation, counted from delivery. This page sets out what that covers, what it does not, and the steps to start a claim — so a fault does not turn into an argument.

How a claim runs

Send the details

Order number, model, serial number, a description of the fault, and photographs or a short video of the unit running. The serial number is on the rear or bottom panel label.

We diagnose it with you

Most faults are configuration or signal issues. We go through the settings and the input/output chain first, because that avoids a shipment that was never needed.

RMA number and instructions

If the unit has to come back, we issue an RMA number and the return address, and confirm in writing who arranges and pays the return freight for that case.

Repair, replace or parts

Depending on the fault and the lead time, we repair the unit, replace it, or ship the faulty board or module for local fitting. The agreed remedy is confirmed in writing before anything ships.

Never return equipment before you have an RMA number: units that arrive without one cannot be identified against an order and may be refused by the receiving warehouse.

Covered

Units that fail within the warranty period from a manufacturing defect.
Components that fail under normal use: power supplies, tuner or input boards, output stages.
Units that arrive dead (DOA) — a case is opened as soon as it is reported.
Firmware faults that we can confirm and reproduce.

Not covered

Transit damage — that claim belongs to the carrier (see the terms of sale, section 5).
Incorrect power supply, wiring or installation; running a unit outside its published specification.
Unauthorised repair, modification, or third-party firmware.
Damage from lightning, humidity, water, insects or power surges.
Consumables, wear parts and accessories such as cables, connectors and batteries.

Spares, out-of-warranty repairs and credits

Spare parts

Boards, power supplies and modules are available as spares for the models we build, so a unit in the field can be repaired without replacing the whole chassis.

Paid repairs

Units outside the warranty period are repaired on quotation: we examine the unit, confirm the fault and the cost in writing before any work is done.

If a unit cannot be repaired or replaced

The remedy is agreed with you in writing — a replacement unit, a credit against the invoice, or a refund of the price paid for that unit. Credits and refunds are applied to the original invoice.

Return freight

Who arranges and pays the return freight is confirmed in writing with the RMA number for each case, together with the customs description to use on the shipping documents.

Start a claim

Send the order number, the serial number and a photograph or short video of the fault. Include how the unit is being fed (input source, output standard) — it is often enough for us to spot the cause directly.

Open a support case

Warranty, DOA units and returns