(a) All products advertised and sold by the Schertler Group companies (SR TECHNOLOGY SRL, Schertler SA, VELVET STRINGS) are legally guaranteed in accordance with Directive 1999/44 / EC as applied to individual European states.
(b) In the interests of the consumer, and in addition to the obligations of the legal guarantee, if a product icon states "3-year Warranty", Schertler Group companies will guarantee that product for a period of three years from the date of sale against any defects occurring during that period that are proven to originate from inadequate building techniques and / or materials.
(c) The legal guarantee on products offered and sold as “used” is one year from the date of transfer, unless a longer term has been specifically indicated.
(d) The warranty does not cover normal wear and tear on materials and components such as, but not limited to, speakers, microphone capsules and membranes, or mechanical parts that are subject to wear (rubber, switches, buttons etc …). The warranty also does not cover damage or defects caused by unauthorized repair attempts or the intrusion of foreign matter. Likewise, the warranty does not cover damage caused by or derived from carelessness, neglect, incorrect or improper use of the product (such as the use of a voltage supply other than that stated on the unit), or damage resulting from any other cause which is not related to a product defect.
(e) At the discretion of SCHERTLER SA, genuine defects will result in free repair of the defective product, replacement of the product, or withdrawal of the disputed product and appropriate reimbursement to the customer.
(f) The products or components concerned shall become the property of SCHERTLER SA.
(g) Claims must be made within the warranty period. Proof of purchase documentation is required and warranty service must be requested from SCHERTLER SA via e-mail (firstname.lastname@example.org) or fax (+41 91 630 0710). SCHERTLER SA will then issue a return authorization (RMA) number along with instructions on how to send back the product to be repaired. It is the responsibility of the customer to return the product, with freight prepaid, within 30 days to the following address: SCHERTLER SA, via Beroldingen 18, 6850 Mendrisio. The product must be properly packed to prevent damage during transportation. After appropriate action, under the terms of the warranty, the product will be returned to the customer, with the related transportation costs borne by SCHERRTLER SA.
(h) For warranty repairs outside Switzerland, SCHERTLER SA reserves the right to manage these via a suitably qualified business partner
(i) Any product repairs carried out during the warranty product will not result in the original warranty period being either extended or re-started from scratch. The period will expire after the specified two years, or three years in the case of products sold with an extended 3-year warranty.
(l) The warranty is not transferable; the guarantee is valid for the original purchaser only and will expire when that customer resells the product.
(m) The warranty does not grant any rights other than the right to the elimination of defects occurring on the product as outlined in the warranty conditions, thus excluding any other form of compensation or damages whatsoever.
(n) If as a result of a request for warranty service, no defect is found to exist, or the alleged defect is based on facts and circumstances that do not hold SCHERTLER SA to that warranty, the customer will be required to bear any expenses occurred and to reimburse the costs of any unjustified requests.
For questions or clarification on the procedure, please contact our customer service department at the above address.
In addition to the terms of the legal guarantee, after sales support also applies to the following situations:
(a) Product not working on arrival (DOA, "dead on arrival") or during first use.
Should this occur (although it is unlikely), the customer should report the incident to SCHERTLER SA within two days of receiving the product. SCHERTLER SA will either replace the product, or refund the payment. In either case, SCHERTLER SA will send a courier to collect the product concerned at the company’s expense.
The product in question must be returned using a rigid box containing the original packaging, which must be free of any writing or tears, and must include all the supplied accessories. Internal package protection should also be used to keep the product in good condition during transportation. If the above conditions are not met, the goods will be returned to the customer at his/her own expense and it will not be possible to implement the DOA service.
(b) Delivery of a product other than that ordered
Should this occur (although it is unlikely), the customer should report the incident to SCHERTLER SA within 10 days of receiving the product. SCHERTLER SA will send a courier to collect the product concerned at the company’s expense and send the customer the correct product.
The item must be returned in the condition in which it was delivered, showing no signs of damage, or writing on the packaging, and without having been opened or used in any way. Use a rigid box and special packaging to protect the product from damage during transportation. Opening the package will only be allowed if it is impossible to verify from the external packaging whether the correct product has been delivered.
(c) Delivery of incomplete products / components missing
Should this occur (although it is unlikely), the customer should report the incident to SCHERTLER SA within 10 days of receiving the product. Once verified, the company will supply the missing elements as soon as possible (no later than 10 days).