How Do I Use My Warranty?

What is a warranty?

• A warranty covers the replacement or repair of an item in case it develops a fault due to a manufacturing error.

  • If an item is still covered by the warranty and develops a fault due to a manufacturing error, it can be returned for a free repair.

  • If an item develops a fault due to a manufacturing error within 30 days of purchase, you can send it back for an exchange.

    Posting back a faulty item is free for the first 180 days after delivery.

​Do you want to send something back for a different reason? You can find more info about returning something on our returns page.

> Register Your Return
> How Do I Return Something?

How do I use my warranty?

If an item develops a fault due to a manufacturing error within 30 days of delivery, it can be sent back free of charge for an exchange. 

• Please note:
  • Your return request must be made within 30 days of delivery. 
  • All postage costs will be covered by Bax Music. 
  • If no fault can be found with any item sent back for a repair under warranty, we will charge a consultation fee of min. £55 and max. £250.
    • A consultation fee of £100 to £175 will be charged for items with a fault caused by water damage.

> Damaged & Defective Items
> How Do I Return Something?
> Register Your Return

If the product develops a fault due to a manufacturing error more than 30 days after delivery and is still covered by your warranty, it can be sent back for a free repair. 

• If the product develops a fault due to a manufacturing error more than 30 days after delivery and is still covered by your standard warranty, it can be sent back for a free repair.
• If the product develops a fault due to a manufacturing error more than 30 days after delivery and is covered by the Bax Music Aftercare Package, it can be sent back for a free repair. 
• Bax Music covers all postage costs for returns within the first 180 days of delivery. After 180 days, unless the item is covered by the Bax Music Aftercare Package, there will be a charge for all postage costs. 
• The turnaround time is 3 weeks on average, from the moment we receive your product until it's returned to you.
• If no fault can be found with any item sent back for a repair under warranty, we will charge a consultation fee of min. £55 and max. £250. Find more info under Repairs.
  • A consultation fee of £100 to £175 will be charged for items with a fault caused by water damage.
• There is a 90-day guarantee on all repairs. If the item is still faulty following repair, it can be returned to us again. The period of your warranty will still apply.
• Some specific brands have a different returns process (see below).

> How Do I Return Something?
> Register Your Return
> What's the Status of My Repair?

Is my item covered by the warranty?

• You are entitled to a legal warranty no matter what. This means that the item we sell you must do what you expect it to do (within reason). However, a legal warranty has no fixed period, because some items have a longer lifespan than others.

• Since the 1st April, 2013, Bax Music has offered a standard 3-year warranty on almost everything we stock. This is a special service in addition to the legal warranty.

• Depending on the item, the first one or two years are covered by a standard manufacturer’s warranty. If this warranty is less than 3-years-long, Bax Music takes over the remaining period, topping it up to 3 years. Some manufacturers offer a warranty of 3 years or more.

• By buying the Bax Music Aftercare Package, depending on the item, the warranty can often be extended to 5 years.

• You can find the warranty period of any item you buy at Bax Music written on your order invoice. 

  nbsp;

• Just like a legal warranty, if you sell an item, your Bax Music warranty can be transferred to another person. So, if you're the new owner, as long as you can provide a copy of the original order invoice (which includes the warranty details), you can still use the original warranty.

• Please read below to find out which products fall under a limited warranty or are ineligible for warranty.

Items that aren't covered by the warranty

When does a warranty of less than 3 years apply?

• Below is a list of products that are almost always ineligible for our 3-year warranty. There are some exceptions, so please check your invoice to see which warranty period applies to your item. Please note that the 3-year warranty is an addition to the legal warranty (see: Is my item covered by the warranty?).
  • Consumables. These are items that are designed for intensive use and are expected to break or wear out with use. Examples: strings, drumsticks, amplifier valves, batteries (including rechargeable batteries), reeds, drumheads, cymbals, light bulbs, plectrums, flight cases, DVDs, CDs, potentiometers, fluids, tape, acoustic foam, crossfaders. 
  • Direct downloads, online courses, software.

When is an item not covered by the warranty?

• Any damage that is the a result of misuse, poor maintenance, or neglect is not covered by the warranty. For example:
  • A trumpet with zinc corrosion because it wasn't properly cleaned cannot be returned for repair or exchange.
  • nbsp;
  • Mixing desks that cause crackling speakers due to poor maintenance or over-use.
  • In-ear monitors or earbuds that have poor sound quality due to poor hygiene maintenance.
  • Any damage caused by moisture or water damage
  • Broken screens and/or displays
  • Returned items that were damaged in transit due to improper/poor packaging.
  • s
• If the serial number is no longer present or legible.

What if my item develops a fault but the warranty has run out?

You can still send your item back for a paid repair, even if the warranty has run out. Please note that you will be charged for both the repair and for return postage.

> How Do I Get Something Repaired?

Earphones and in-ear headphones

If you don't look after your earbuds or in-ear headphones by keeping them clean and well maintained, the quality of sound and their overall performance will suffer. However, this is not deemed a defect, and therefore they cannot be repaired or replaced. 

If any earphones or in-ear headphones are returned for a repair or replacement, but the problem is due to poor maintenance, a cleaning and postage fee of £25 will be charged.