Warranty Policy

SME Music Warranty Policy

At SME Music, we stand behind the quality of the products we sell and are committed to providing straightforward support if something goes wrong.

Your statutory rights

This warranty policy is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

Products supplied to consumers must be of satisfactory quality, fit for purpose and as described. If an item is faulty, you may be entitled to a repair, replacement, price reduction or refund, depending on the circumstances and when the fault is reported.

Your statutory rights are against SME Music as the retailer and are not limited by the duration of any manufacturer’s warranty.

Manufacturer’s warranty

Most new products sold by SME Music include a manufacturer’s warranty. The duration and conditions vary by product and manufacturer but will typically be:

• Electronic musical equipment: 12–24 months
• SynthRISE stands and accessories: 24 months
• Cables and smaller accessories: 12 months

The applicable warranty period will be shown on the product listing or confirmed upon request. Some manufacturers may require the product to be registered to obtain or extend their warranty.

SME Music Protection

Selected products displaying the SME Music Protection badge receive additional protection from SME Music:

• Extended cover: An additional 12 months following the end of the stated manufacturer’s warranty
• Priority support: Priority troubleshooting assistance from our technical team
• Simplified claims: SME Music will coordinate eligible warranty claims on your behalf

SME Protection applies only to products displaying the badge at the time of purchase. Coverage is attached to the original purchase and is subject to the exclusions below.

What is covered

Subject to inspection and confirmation of eligibility, warranty protection generally covers:

• Manufacturing defects
• Component failures occurring during normal and intended use
• Electrical or electronic malfunctions not caused by damage, misuse or unauthorised modification

What is not covered

Warranty protection does not normally cover:

• Accidental damage
• Liquid or water damage
• Damage caused by drops, impacts or improper storage
• Reasonable wear and tear
• Cosmetic damage that does not affect normal operation
• Damage caused by misuse, neglect or use contrary to the manufacturer’s instructions
• Unauthorised modifications or repairs
• Damage caused by unsuitable power supplies, voltage or connections
• Consumable or wear items that have reached the end of their normal service life

These exclusions do not apply where the problem results from an inherent fault or manufacturing defect, and they do not restrict your statutory rights.

Making a claim

To make a warranty or faulty-product claim:

1. Email info@sme-music.co.uk with your order number or other proof of purchase and a clear description of the problem.
2. Include photographs or video where these may help demonstrate the fault.
3. Our team may provide initial troubleshooting to establish whether the problem can be resolved remotely.
4. If the product needs to be inspected, we will provide return instructions and, where appropriate, a return authorisation.
5. Once assessed, we will explain the available resolution. This may include repair, replacement, refund, price reduction or referral to an authorised repair centre, depending on your legal rights and the applicable warranty terms.

Please do not return an item without first contacting us, as this may delay the claim.

Where goods are confirmed to be faulty, and SME Music is legally responsible for the return, SME Music will cover reasonable return costs.

Proof of purchase

We may request reasonable evidence that the product was purchased from SME Music. This could include:

• Your order number or confirmation email
• A receipt or invoice
• A bank or card statement
• Other reasonable evidence of purchase

Contact us

For warranty assistance, please contact:

Email: info@sme-music.co.uk
Website: www.sme-music.co.uk

We will assess claims fairly based on the product, reported fault, purchase date, applicable warranty and your statutory rights.

SME Music may update this policy periodically. The version in force when a product was purchased will apply to any contractual SME Protection benefits associated with that purchase. Changes to this policy will not reduce your statutory rights.