We offer a FACTORY WARRANTY to insure the buyer is receiving quality merchandise. The Factory Warranty is good for 2 years from the date of purchase. A Factory Warranty will reimburse a customer for damaged or defective merchandise.
DAMAGED merchandise is considered something that is damaged during the original shipment to the customer. Damage that was done by the customer either by accident or neglect does not qualify for a Factory Warranty claim. Damaged merchandise (by shipping) will qualify for a 100% refund or an exchange like for like. The customer has the choice of either accepting a refund or an exchange. A damaged merchandise claim must include photos verifying the shipping damage. A damage claim must be made within 3 days of the package being received by the customer. A damage claim will be verified with the shipping company. Please DO NOT accept a shipment if it is immediately apparent the merchandise is damaged. If the package is torn or broken and you cannot tell the extent of any damage you may want to have the delivery courier note such details on the receiving manifest.
DEFECTIVE merchandise is considered something that is a Factory defect from poor craftsmanship or something that breaks during normal use. We make every effort to ship only quality inspected merchandise but sometimes defects or breakage are beyond our control. To protect the customer we offer a repair or exchange option for defective or broken merchandise.
The EXCHANGE OPTION allows the customer to return the defective saxophone (or item) and receive a new one in exchange. The EXCHANGE OPTION is offered up to a 6-month period from the date of purchase. The customer will return the item to a USA or other suitable location and the Factory will in turn will ship a new replacement item. The customer shall pay for the return shipping expense. The factory will pay for the replacement shipping expense. This will be a like for like exchange.
The REPAIR OPTION allows the defective or broken saxophone to be repaired by a tech or qualified repair facility in the customer's area. The extent and cost of the repair will be determined before the Factory will authorize a repair expenditure. Once the repair expenditure is authorized, Topsax will reimburse the customer the expense via PayPal AFTER the repair work is completed. The Factory and/or Topsax reserve the right to refuse a repair expenditure if they deem it to be too expensive or is not satisfactory as to quality of work performed by the tech or repair facility. In certain cases the factory will provide the parts at no charge and then the customer must pay for the service work in their local area.
Their is one other option. This is a FACTORY REFUND. In rare cases the Factory will make a money refund on a saxophone (or item) that is determined to be significantly defective. Such a claim must be accompanied by photos and a detailed explanation of what is wrong with the saxophone. The Factory will agree to a refund if it can be proved the item is defective. The Factory and/or Topsax reserve the right to refuse a FACTORY REFUND if they deem the claim not to be fair and impartial. If refused, the customer MUST accept a REPAIR or EXCHANGE solution. If a Factory Refund is authorized the item's condition, amount of use, and duration of ownership will be taken into account. A Factory Refund will be made on a PRO-RATA basis depending on such considerations. In other words, the customer will be charged for the time they have actually used the saxophone. All Factory Refund items MUST be returned at the customer's expense to a suitable location or the Factory prior to the refund being issued.
IMPORTANT: If the saxophone is being used in a school band program there is one requirement that must be met in order for a saxophone to qualify for the warranty. Every year the saxophone must be serviced by a qualified tech. Such things as oiling, spring adjustment, and pad inspection are necessary in maintaining the health of the saxophone. Please keep your receipts each time you have the sax service. The factory will ask for this information when adjusting a warranty claim.
ITEMS THAT DO NOT QUALIFY. There are certain items and accessories that are considered normal wear and tear. Such items do not qualify for a Factory Warranty Claim. These items are: Saxophone pads, springs, cork, felt, reeds, mouthpieces, ligatures, neck straps, polishing cloths, cleaning swabs, and cork grease.
Rips or tears in the exterior covering of the saxophone case or the interior felt lining of the case are excluded under a Warranty Claim, provided however, if the rips or tears can be proved as the result of original shipping damage then they will be covered under a Warranty Claim.
Normal wear and tear that cause scratches, dents, lacquer or plating wear, pad sticking, or spring loosening are not covered.
Improper maintenance and care of the saxophone by the customer is not covered. These include such things as improper cleaning and moisture removal after instrument play, improper tune-ups, lack of oiling, improper adjustments, improper storage, and improper handling. Moisture damage such as rust and corrosion are not covered.
Any damage caused by the customer, either by accident or neglect, will not be covered.
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Topsax™ Purchase Guarantee