Sarno Music Solutions | Warranty-Repairs

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Your satisfaction is our number one goal.

We build each item by hand on an order by order basis. Details about our products are described and pictured to the best of our ability, but should you have any questions or concerns about the use of our gear, please do not hesitate to contact us.

RETURNS:
We try to describe all items as accurately as possible. If you have any questions, please email us before making your purchase. All of our products are hand built to order.

Unlike a large factory operation, we are a family business limited to purchasing supplies in smaller quantities, while trying to keep our gear as affordable as possible for the working musician. We have a nominal margin and constant reinvestment in parts and materials, and therefore are not able to offer a return/refund policy.
ALL SALES ARE FINAL

Warranty / Repairs / FAQ

Warranty

1. Sarno Music Solutions warrants our products as free from any defects resulting from faulty materials or workmanship for a period of two (2) years from the date of delivery. TUBE warranty is ninety (90) days from date of delivery, which is the same warranty that we receive from our supplier. If you have any problem, just let us know and we will fix it. This warranty is in lieu of all other warranties expressed or implied, and Sarno Music Solutions makes no further warranties expressed or implied including, but not so limited, any warranties of merchantability or fitness for any particular purpose. Warranty does not cover normal wear of the enclosure or graphics, knobs, or hardware, nor damage caused by misuse, abuse, product modification, neglect, improper installation or operation, rental or any shipping damage.

2. The exclusive remedy in the event of defects in workmanship or material shall be the repair or replacement of such components found to be defective after examination and inspection by Sarno Music Solutions, or replacement of the product whichever Sarno Music Solutions deems appropriate. Sarno Music Solutions shall bear the cost of transport of defective merchandise under warranty conditions ONLY. All shipping, risk of transport, and cost of repair and/or replacement work of any product made AFTER the above stated warranty period shall be the responsibility of the Buyer.

3. It should be noted that modifying your pedal or preamp, or having anyone other than Sarno Music Solutions repair your pedal or preamp will VOID the warranty.

4. Our pedals are designed to operate on 9vDC center negative power supply. The use of any power supply that is NOT 9vDC center negative will cause damage to your pedal and will VOID the warranty.

5. It is expressly agreed that the buyer/user shall have no claim against Sarno Music Solutions with respect to either personal injury or damage to property or loss of profit resulting from any defect or for any consequential damages, such as, but not so limited, loss of business opportunities, property or personal injury losses, etc. or for any indemnity, implied or expressed, with respect to claims by third parties, And Buyer shall indemnify Sarno Music Solutions against any and all claims by third parties against Sarno Music Solutions resulting from the use of equipment and/or materials purchased hereunder or from the use of any products made from or by said equipment or materials.

6. These Terms and conditions take precedent over all other terms and conditions, warranty statements or policies.

BEFORE contacting us for repairs, please make sure that you have read through your product manual, as well as our online Troubleshooting page. If you are still unable to resolve the issue, submit your repair request here. We ask that you allow 48hrs for us to respond to your request. Approximate turnaround for repairs is two weeks.

Repairs

1. PRIOR to shipping a product for repair/service, a Repair Request ticket MUST be submitted to Sarno Music Solutions.

2. Once your Repair Request has been acknowledged, you will receive a RMA and instructions on how to proceed with your shipment.

3. All items MUST be properly packaged, insured and shipped to the following address:

Sarno Music Solutions
852 Atalanta Avenue
St. Louis, MO 63119

4. All shipping costs to and from Sarno Music Solutions for out of warranty repairs are the responsibility of the customer. Shipments received “freight-collect” will be refused.

5. Product MUST include a letter stating return shipping address, contact information and complete description of problem.

6. Your unit will receive top quality service and will be returned transportation prepaid. Out of warranty billing will be determined by nature of required repairs.

BEFORE contacting us for repairs, please make sure that you have read through your product manual, as well as our online Troubleshooting page. If you are still unable to resolve the issue, submit your repair request here. We ask that you allow 48hrs for us to respond to your request. Approximate turnaround for repairs is two weeks.

FAQ

Do you ship internationally?
Yes! But please note: All customs duties, taxes, and fees are not included in the item price or shipping cost. These charges are the buyer's responsibility.

Can you declare a lower value or “gift” my pedal for customs on my international order?
NO

How do you ship?
All pedals are shipped via USPS Priority Mail and Priority Mail International.
Preamps ship domestically via FedEx, while international orders ship via DHL.

When will my pedal ship?
Typically, around two weeks for pedals and three weeks for preamps. However, over the past 18 months nothing has been typical while navigating the impact that Covid has had on supply chains, our parts availability, and shipping inconsistencies with USPS, FedEx and others.

What do I do if I need to cancel my order?
If your order has not yet shipped, just contact us using our contact form to request cancellation. Unfortunately, we are unable to accept returns or issue refunds for pedals that have already shipped.

Will you repair my pedal or preamp?
Absolutely! We first ask that you check out the DIY troubleshooting steps HERE.
If you are unable to resolve your issue and need further assistance, simply fill out our Repair Ticket and let us know.

What type of power supply do I use for my SMS pedals?
Our pedals run on standard 9VDC, center negative power, requiring either a clean, fully isolated multi-power supply designed for pedals, a simple wall-wart power supply, or an internal 9v alkaline battery.

Can I use a higher voltage power supply on my SMS effects pedals?
Yikes, no! All of our pedals are designed to take standard 9V DC negative power, and plugging into higher voltage will risk damage to your pedal, and will VOID your warranty.

BEFORE contacting us for repairs, please make sure that you have read through your product manual, as well as our online Troubleshooting page. If you are still unable to resolve the issue, submit your repair request here. We ask that you allow 48hrs for us to respond to your request. Approximate turnaround for repairs is two weeks.

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