This is the RMA form. Only fill this out when a member of our staff has asked you to do so. Often, errors can be solved through an update or another simple operation, so that sending your device in is not necessary in most cases. If your issue cannot be solved after consulting the FAQ and following the instructions of our staff, you may send your device in then after we agreed on it.
Fill out this form after our staff instructed you to do so. Then, you will get an e-mail with a ticket number and our postal address.
Print this email, sign it and put the paper on the INSIDE of the box, together with your device. Make sure to write the ticket number into the second address field.
Wrap up your device safely. Make sure that your device is cushioned 5cm/2″ in all directions all around. Use a sturdy box and parcel tape. DO NOT USE GAFFERS TAPE as this sometimes gets loose during transport. Please keep in mind that you will be responsible for transport damages resulting from improper wrapping. Best if you use the original box and foam parts. Attach the foam parts as they were when you got the device before putting everything into the box. If in doubt, contact us for further instructions.
Fill out the RMA form on your computer and press the Send button below. Then you will receive an e-mail. Print it out, sign it and put the document INTO THE BOX, together with your device. We reserve the right to refuse working on devices that arrive without any error documentation.
IMPORTANT: When sending in your device from outside the EU
All packages must have a Proforma Invoice stuck on the OUTSIDE of the box. This is important for customs duty. The contents of the parcel must be named and described exactly on the invoice, with declaration of the date of purchase and condition of the unit. It is important to describe the Invoice clearly as ‘Proforma Invoice’ and to also clearly note that you are sending the contents for repair purposes.
Depending on the type of item, please mark it with one of the following customs tariff numbers:
– 92099400 for a Synthesizer without keyboard
– 92071050 for a Synthesizer with keyboard
– 92079090 for all parts of a Synthesizer (circuit boards, knobs, displays etc.)
We would recommend to describe your device as ‘defective’ and mark the contents of the parcel at a total value of 25€ or less. Otherwise, there will be extra fees (tax) from customs duties which we must pass onto you. No tax will be charged for goods with a value less than 25 €. Keep in mind that in case the parcel gets lost, the insurance of the post service (if applicable) might only refund the value marked in the declaration.
If the above points are not considered, please be aware that we must charge you the extra costs which arise through customs duty for storage and the additional handling etc. This would be an amount between 60 – 100 Euro.
Please check if your data is entered correctly and complete, then press on the Send button above.
After sending the form, you will get an automated e-mail. This contains the address for the parcel. Print this email, sign it and put this paper inside the box to your device.
As soon as we have news for you, you will get notified by e-mail automatically.
By pressing on Send, you agree to our Terms and the processing of your data according to our GDPR.
If the Send button does not work, you may not have filled out all necessary fields correctly.