Warranty
All ELTA MUSIC products have 1-year warranty which starts from the day you have received the product. It includes products purchased on our web-shop as well as each product purchased from our retailers. Though, if you have purchased our product from a retailer we suggest you contact the retailer first, most likely they will be able to solve the issue. In case the retailer can't solve your problem you can create a ticket here and we will make sure to find a solution for each individual situation.
Returns and exchanges
If an item does not meet your expectations and you purchased it from our online shop and received it less than 14 days ago, you can create a request here and we will offer you a full refund (excluding shipping costs). Unfortunately, it is not possible to exchange an item unless it is defective or non-working. The only way is to request a refund and place a new order with the items you wish to purchase. In any case email us and we will resolve it.
NB! If you wish to send an item back for a refund, repair or for any other reason, please create a ticket so that we can provide you with all information about the shipping process. We accept no responsibility for parcels sent without first contacting us and sending us a parcel tracking number!
Damage, repair and replacement
If you think that an ELTA MUSIC product does not work as it should / looks damaged upon receipt / has changed its behaviour recently, you can write to us. However, before you do so, please study all information about the specific product. Please always read the user manual - in many cases, the ‘problem’ is actually a specific feature of a particular product. If there is indeed something wrong with the product, please create a ticket here and we will be sure to find a solution for each specific situation.
If the fault is our fault and your receipt confirms valid warranty terms, we will replace or repair the product free of charge. If the product is not defective but the fault is caused by improper handling or setup, or if the module was purchased second-hand, we will charge a repair fee agreed in advance with the customer (from 40 EUR/hour).
NB! The warranty is cancelled if the product shows traces of mechanical or chemical impact (including traces of screwing the module into the case), traces of attempts to disassemble or modify the product, traces of immersing the product in any liquids, placing the product in any chemically aggressive environment (vapours, vapours, etc.), or if the product has been used in violation of the conditions specified in the user manual.
Licensed repair shops for out-of-warranty products
Out-of-warranty units no longer have to be sent back to Latvia for repairs in case you are based in either UK or Switzerland, we have begun collaboration with two repair shops – AudioCircus in the UK and AnalogWizard in Switzerland. We hope to expand this network with more licensed repair shops in all countries in which our products are being distributed.
Audiocircus
Address: Attn. Rob Hukin, Polar Ltd at 3, Clayton Manor, Victoria Gardens, Burgess Hill, RH15 9NB, UK
Analogwizard
Address: Bahnhofstrasse 233360 Herzogenbuchsee, Switzerland
for purchasing or cooperation
for repair and warranty questions
