Instruments and accessories sold by The Musicians Club are covered by the warranty of the manufacturer who made them. We are here to help you use that cover — and to sort out anything that goes wrong with an order from us.
Who covers what
It helps to know which of three things you are dealing with, because each has a different route:
- Manufacturer warranty. Covers manufacturing defects in the instrument or accessory itself. The terms are set by the maker, and vary by brand and by product. We will tell you what applies to your item and help you make the claim.
- Order problems. Anything that arrives damaged, incorrect or incomplete is ours to resolve, not the manufacturer's. Contact us first — please do not approach the maker for a shipping or picking error.
- Wear, setup and accidental damage. Pads, corks, strings, felts, valve and slide wear, and accidental damage are normally outside warranty on any brand. These are repair and maintenance work rather than warranty claims.
Before you contact anyone
Stop playing the instrument if you suspect a fault — continuing can turn a small repair into a larger one, and can affect a warranty claim. Then have these to hand:
- Your order number
- The serial number, where the instrument carries one
- Clear photographs, or a short video if the problem is a sound or a mechanism
- A short description of when the problem appeared and what you were doing
How to start a claim
Contact us with the details above and we will identify the responsible party, tell you what the maker's terms cover, and handle the claim with them where we can. If the item needs to be seen, we will arrange that with you before anything is shipped.
Repairs outside warranty
Not every problem is a warranty matter, and many are quicker to solve as a straight repair. See Repair & Service for servicing, adjustment and restoration work.
Items bought elsewhere
We can often still help with servicing and advice on an instrument bought elsewhere, but a manufacturer warranty claim normally has to go through the dealer who sold it. Get in touch and we will tell you honestly whether we are the right people to ask.
Pre-owned and The Exchange
Pre-owned instruments are typically outside the original manufacturer warranty. Items bought through The Exchange are covered by that marketplace's own buyer protection rather than by this page.