Warranty & Returns Policy
Last updated on June 20, 2023.
Jean Paul USA offers a generous 30-day return policy and a 1-year manufacturer's warranty against product defects on its musical instruments. If you have a return or warranty claim for your Jean Paul USA product, please read the terms and conditions that apply below and contact us.
The warranty applies to the original purchaser of the Product and does not extend where Products have been resold. You will be required to provide proof of purchase. If purchasing a Product as a gift, the recipient of the Product should be noted/note this when registering warranty to qualify.
30-DAY RETURN POLICY
Not happy with the instrument you purchased on our website? If something slipped by us during quality control, we'll do everything we can to make it right! Just contact us.
If you're set on returning it, you have 30 days from the delivery date. Contact us and we'll get you a pre-paid shipping label to send it back for a full refund minus return shipping costs (typically $10-$30 depending on your location and the instrument).
If you change your mind about the order after we've shipped it and before you receive it, we can do a "return to sender" with the shipping carrier and issue a refund minus shipping costs incurred to ship your order (typically $10-$30 depending on your location and the instrument).
Accessories
Accessories are eligible for returns (minus round-trip shipping fees) within 30 days of delivery too. Items must be in unused, unopened condition and in original packaging.
WARRANTY - WHAT'S COVERED
This section sets out the manufacturer's warranty offered to consumers who purchase our products from our website or one of our authorized dealers.
How long is the warranty? The warranty for Jean Paul USA musical instruments is 90 days from the delivery date of the original purchase, extended to 1 year if you register your purchase with us. Products must be registered within 90 days of purchase to qualify for the extended warranty.
Proof of purchase must be supplied in all cases.
How do I register my instrument for the warranty extension? Registering your product is simple, just head to the following link: https://www.jeanpaulusa.com/pages/warranty-registration. If you are unable to access the website or have any questions with regards to registering your product or the warranty, please e-mail us at hello@jeanpaul.com.
What does the warranty cover? We warrant to you that during the applicable warranty period, our product will be free from material defects in materials and workmanship. If this warranty is not met, we will either i) send you the faulty parts and help you make the necessary (small) adjustments on your instrument, ii) have your instrument repaired at one of our authorized service centers, or iii) replace the instrument altogether. The warranty is subject to certain exceptions - see the section headed "What's not covered" below.
WARRANTY - WHAT’S NOT COVERED
This section applies to the manufacturer's warranty whether you have purchased our products for residential use or for commercial/professional use.
Your warranty will not cover the following items:
- Accessories
- Cleaning supplies
- Mouthpieces
Limited:
- Carrying Case - 6 months
- Refurbished instruments - 6 months
Your warranty does not apply to defects and/or damage caused by the following:
- Failure to provide reasonable, necessary, and proper maintenance and/or repair.
- Abnormal strain, abuse, neglect, modification or exposure to extremes in temperature or humidity.
- Deterioration attributable to perspiration.
- Accidental damage to the band instrument or natural disasters.
- Normal maintenance and the results of normal usage are not covered by this warranty. This includes normal wear pertaining to parts such as corks, reeds, strings, valves, ligatures, pads, felts, bows, tuning pegs, straps and case.
Unauthorised alterations to the Products will result in the warranty being void.
Any purchase made outside of an authorized third party or retail channel will result in the warranty being void.
This voluntary warranty will cease to apply after the time periods set out above. No other warranties given by any person, including a dealer or retailer, shall be binding on Jean Paul USA. In no event shall recovery under this warranty be for an amount greater than the purchase price of the Jean Paul USA products sold.
Jean Paul USA may from time to time change the design of its instruments. Nothing contained in this warranty shall be taken to oblige Jean Paul USA to include such design changes into previously manufactured products, nor shall such changes be construed as an admission that previous designs were defective.
WARRANTY & RETURNS - INTERNATIONAL
If you decide to return your instrument inside the 30-day window, you will be responsible for return shipping costs and duties.
In terms of warranty coverage, international customers will follow the same first step in filing a claim - see the section headed "How to make a claim" below. Once we've decided that your instrument needs warranty servicing, we uphold the warranty in the following way:
- We let you find a repair shop that works for you,
- We get in touch with the repair shop,
- You take the instrument to be serviced at the repair shop, and
- We pay the repair shop directly.
HOW TO MAKE A CLAIM
If, in the unexpected circumstance, you’re having trouble with your instrument and need to make a claim, please submit your claim via the "I have a problem with my instrument" option on our Contact Us page and we'll get back to you as soon as possible.
Alternatively, you can email us at hello@jeanpaul.com with: (i) your full name, ii) your phone number, (iii) your instrument's serial number, (iv) photographs or video of any faulty parts or issues you're experiencing and (v) proof of purchase.
If you give us notice in writing during the applicable warranty period within a reasonable amount of time following the discovery that some or all of the Products do not comply with the applicable warranty as previously set out; and we are given a reasonable opportunity to examine the Products and we determine that the Products do not comply with the warranty as set out then we shall, at our discretion, repair or replace the defective Products. In certain circumstances, we may decide to refund the price of the Products, this would be done on a pro-rata basis based on the market value of the Products at the time any refund was payable and would take into consideration any wear and tear as well as normal market depreciation.
You must provide all information (including photographs/videos where requested) as well as all assistance reasonably requested by us in order to properly assess the Product.