FAQs

  • What should I do if my product is out of warranty and needs repair?

    Firstly please check our warranty section and if it meets the criteria then fill out the returns form found under the “SUPPORT” tab.

    If you are sure your product is out of warranty, (for example you have purchased it second-hand) and you want it repairing then please note the following:

    Bench Fee is: £35 per hour (Minimum 1 hour)

    Parts cost: This will vary per product.

    Please note alternatively you can pay for parts and have someone locally fix the product for you. You may also try to fix it yourself and we would happy to talk you through non-technical repairs such as replacing a PCB in a chassis / non-soldering.

    PLEASE NOTE:

    WE WILL NOT SHARE ANY TECHNICAL INFORMATION RELATING TO SOFTWARE, CALIBRATION PROCEDURES, OR SCHEMATICS. ALL SIGNIFICANT REPAIRS WILL BE MADE BY STONE DEAF OR AN AUTHORISED REPAIRER ON PRODUCTS WITHIN OR OUTSIDE OF WARRANTY.

  • How fast is the shipping to my country?

    Shipping can vary from courier to courier to different countries and may change from time to time due to global economic forces.

    We ship to the following countries:

    United Kingdom: 1-2 Days (If a product is in stock)

    United States / Canada: 3-5 Days (If a product is in stock)

    Europe: 3-7 Days (This depends on your local courier)

    Rest of the world: 7-10 Days (This depends on your local courier)

    Shipping costs:

    We try to subsidize shipping costs to your country as much as we can but the global energy crisis has increased prices across every country.

    Costs are calculated at Final checkout.

  • Do you have the MIDI manuals for the Tremotron and the Syncopy?

    Yes, located in the “MANUALS” tab at the bottom of our website

  • What is the warranty of my product?

    Limited Warranty:

    Stone Deaf provides a one-year limited warranty from the original purchase date, guaranteeing the product to be free from defects in material and workmanship. In case of any failure within the warranty period, Stone Deaf will either repair or replace the product at no charge to the original purchaser. After the one-year warranty period has elapsed, Stone Deaf will offer repair services at a reasonable cost, subject to the extent of damage. The bench fee for repair is £35 per hour + Parts.

    Liability Limitations:

    If the product malfunctions, the purchaser's sole recourse is repair or replacement, as explained above. Stone Deaf will not be held accountable for any damages that result from product failure, including lost profits, lost savings, damage to other equipment, or incidental or consequential damages resulting from product use or inability to use it. The maximum liability of Stone Deaf will be the amount of the purchase price, up to the current retail price of the product. Stone Deaf does not provide any other warranties, either expressed or implied. The user agrees to all terms and conditions by using the product. This statement supercedes previous warranties implied or given in any accompanying literature such as manuals within products sold after the date: 31/03/2023.

    Exclusions:

    This warranty covers defects that arise during product use as recommended by Stone Deaf. It does not cover loss or theft nor any damage caused by unauthorized modification, misuse, abuse, improper storage, lightning, or natural disasters. Any damage resulting from the above circumstances will be subject to a non-warranty repair fee. The non-warranty repair fee is £35 per hour + parts.

    Service Procedure:

    To obtain service under this warranty, or if you require a repair outside of warranty please contact Stone Deaf by attaching the Warranty Repair Form to an e-mail and sending it to: support@stonedeaffx.com

  • What to do if you need to return a product?

    Stone Deaf offers a 30-day refund policy (excluding shipping costs) for our products.

    If you are dissatisfied with your purchase, please contact us via email support@stonedeaffx.com within 30 business days of receiving your order to obtain an RMA form / confirmation . The RMA form must be completed and included in the shipment along with the product being returned.

    To qualify for a refund, products must be returned in new condition and in their original packaging. Worn or damaged products or products with missing accessories will incur a minimum 20% restocking fee and may only be eligible for store credit. The return shipping method should include tracking and a declaration of the full value to protect against lost shipments. The customer is responsible for return shipping costs, and the returned item must arrive at our facility within 7 days of obtaining the RMA form.

    Refunds are processed within 10 business days of receiving the returned product. "Scratch and Dent" products are sold as-is and are not eligible for refunds.