The JHS Service Department is staffed by our experienced team of highly qualified technicians, with specialities covering every product category we offer.
Supported by experienced administrative staff, the department is there to work with you, supplementing your own expertise.
JHS offers a general limited trade warranty right across its distributed and proprietary brands for goods supplied by JHS and not yet sold by you to a consumer.
Goods are warranted to be free of manufacturing and materials defects for a period of one year from the tax point date of the invoice on which the goods are sold by us to you, subject to the limitations contained in this warranty. Please refer to the JHS Conditions of Sale for information on consumer warranties.
If within one year from the tax point date of the invoice on which the goods are sold by JHS to you the product malfunctions as a result of faulty materials or workmanship, JHS. will repair the defect(s) or replace the product, as it deems appropriate at its sole discretion.
JHS reserves the right to use materials regularly utilized at the time of repair in the event that original materials are no longer available. If replacement of your instrument is deemed appropriate by our staff, JHS will replace the product with one of the same or most similar style of a value not in excess of the original purchase price of your instrument. This trade warranty covers the cost of labour and materials and shipping on any repair deemed applicable by our repair staff.
If repair or replacement is not possible, we will offer you the nearest alternative, if that is not acceptable, we credit the original invoice cost of the product. ALL trade warranty claims must be accompanied by the information required in the returns authority document.
PLEASE NOTE THAT THE JHS TRADE WARRANTY DOES NOT COVER:
Instrument set-ups, regulation and adjustment. Any product that has been altered or modified in any way or upon which the serial number has been tampered with or altered, or upon which unauthorized repair or service has been performed.
Any product that has been damaged due to inadvertent or deliberate misuse, negligence, accident, or improper operation. Any instrument that has been subjected to extremes of humidity or temperature, normal wear and tear (i.e., worn frets, worn machine heads, worn plating, string replacement, scratched pick guards, or damages to or discolouration of the instrument finish for any reason), or which has suffered cracking, discolouration or damage of any sort to the finish or plating due to inappropriate storage, or use.
Damage in transit, (which is NOT a warranty issue and can only be handled under the claims procedure detailed in the JHS Conditions of Sale).
3rd party packaging such as flight cases/instrument cases used to return goods under the JHS trade warranty.
Product purchased as ex-demo or refurbished stock is NOT covered by the JHS trade warranty. Please Note: All valves and external power supplies have a warranty of 3 months.
How to Arrange a Product Return
Contact our Service Department on the service direct telephone number or e-mail the service address.
Provide a report detailing the nature of the fault condition(s), the reasons for requesting a return, and full contact details for yourself, as we may need to contact you again in the course of processing the warranty claim.
Provide the delivery note or invoice number upon which the goods were originally supplied, to confirm when the goods were sold to you by JHS. Without this information JHS is unable to consider a trade warranty claim.
We will send you a Returns Authorisation form with a unique RA reference number.
We are unable to accept any goods for return until the RA reference has been issued to you.
Once the Returns Authorisation has been issued, the goods will be collected by our contract carriers.
The goods will require packing before a collection can be arranged – and you will need to contact us again to confirm when the goods are packed and ready for collection.
Please note that failed collection costs will be billed to your account(s). The Returns Authorisation will remain active for 30 days. If the item is not returned within 30 days, the RA will expire and a new RA must be obtained to return the item(s).
To protect the goods being returned, ensure that suitable packaging is used to avoid any transit damage. You are responsible for the goods until they reach our warehouse - you will be responsible for insuring the goods if required. It is strongly recommended that the original packing is used when shipping goods for any reason.
Please clearly mark the outside of the shipping carton with the RA number. Please include all necessary documentation OUTSIDE the shipping carton, clearly marked for our attention. Failure to comply with instructions concerning the inclusion of all relevant documents, and carton marking WILL delay the goods being processed into our system.
JHS regularly receives returned goods with NO INFORMATION AS TO WHO THE SENDER IS. Returned goods which are unable to be identified will be held in quarantine for a period of 60 days, and then disposed of.
If you have returned goods to JHS and have heard nothing within 10 days, please contact our service department, to avoid your goods being disposed of after 60 days.
Returned goods, received with damaged packaging, and /or damaged goods will be advised to you as being the subject of a claim with JHS contract carriers. In such circumstances, JHS will consider replacing, or repairing the goods at its sole discretion.
Where JHS is unable to duplicate the reported fault JHS reserve the right to charge for labour costs incurred in investigating the problem and all carriage charges in collecting and returning the item(s).
If the fault condition is not one able to be resolved under JHS trade warranty conditions, a quotation to affect a repair will be provided, including collection and return costs. If the quotation is declined, the goods will be available for collection by you, with the original cost of collection by JHS charged to your JHS trade account.
Our aim is to provide you with the highest level of service across all our leading brands.