We have complete confidence in our brands. As well as your Consumer Guarantee* all our instruments come with a manufacturer's warranty against defects such as in parts, assembly, materials and construction.
- The warranty period of an instrument will be stated on your tax invoice and varies from manufacturer to manufacturer. If there are any problems relating to the manufacture of the instrument during the warranty period we will assess the issue as soon as reasonably possible. For non-instrument items the warranty is per the supplier.
- Please report the problem to us within 1 week of its discovery, so that we can have it assessed as soon as possible.
- In the case of wooden instruments, the wood is usually covered by warranty for a time limit that varies according to the manufacturer's specifications. Cracks that occur after this period are not covered under warranty.
- The rectification of the extremely common problem of swollen clarinet tenons due to humidity is covered under warranty.
- Instrument cases supplied with instruments may have a different warranty period to the instrument. Most cases have a warranty period of one year
What happens if there is an issue that could come under warranty?
- Simply return the instrument or product to us for assessment. If you are not in Sydney we recommend insured registered post or similar to ensure the instrument is returned safely. Sax & Woodwind...and Brass accepts no responsibility for loss or damage during transit to us.
- Our technicians will assess the problem in consultation with the manufacturer if required.
- On rare occasions the instrument or product may need to be forwarded to the manufacturer for further assessment, repair or replacement.
- Warranty approvals are at the discretion of the product manufacturer (or the manufacturer's local representative, or the product importer/wholesaler)
- If the issue is deemed to be covered under warranty, we will contact you with a plan to rectify the problem.
- You must keep your invoice! Most manufacturers require the original proof of purchase. If you have purchased the item under your account name we will be able to provide a copy.
If a product has a major fault that is unable to be repaired, a replacement or a refund may be offered. This is at the discretion of the product manufacturer (or the manufacturer's local representative, the product importer/wholesaler), not of Sax and Woodwind.
What is NOT covered under warranty?
Some issues are not covered under warranty. Our technicians have a great deal of experience with musical instruments and are usually able to determine if the problem is due to non-manufacturing issues. The following issues are not covered by warranty:
- Mechanical wear and tear (usually rectified by a service, for which there is a fee)
- Lacquer wear or tarnishing due to differences in skin acidity
- Alterations or any kind, or removal/changing of identification numbers and serial numbers
- Damage resulting from misuse, negligence, accidents, or lack of reasonable maintenance
- The lacquer or plating of an instrument is not normally covered by the manufacturer's warranty. This is due to the fact that skin pH varies from person to person and this can have an affect on the finish that is not within the manufacturer's control.
- Loss or theft is not covered under warranty
It's fine to get your instrument serviced elsewhere, this does not void the warranty unless changes or alterations are made to the instrument other than standard servicing/repairs.
Please note: products that are on-sold or re-supplied are not covered warranty. Please see the NSW Department of Fair Trading website for more information.
Here are some manufacturer's warranty periods:
Bach 5 years
Jupiter 5 years
Yamaha 3 years upgradable to 5
Pearl 5 years
Yanagisawa 2 years
Selmer Paris 2 years
Buffet Crampon 2 years
Stomvi 2 years
Carol Brass 2 years
Hans Hoyer 2 years
Alexander 1 year
Paxman 1 year
Wolf 1 year
Cub 2 years
Cambridge 2 years
Marigaux 1 year
Keilwerth 2 years
*Consumer Guarantee
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Click HERE for further information.
Consumer guarantees do not apply if you:
- misused a product in any way that caused the problem
- got what you asked for but changed your mind or saw it cheaper elsewhere
- knew of or were made aware of the faults before you bought the product
- plan to on-sell or change the product so that you can re-supply it as a business.