Music Tribe Global Warranty Terms and Conditions (For
End Customers)

1. Welcome Note and Scope

🎵 Welcome to Music Tribe

Thank you for choosing Music Tribe. We are committed to delivering high-quality products and an exceptional customer experience — not just at the time of purchase, but throughout the entire product life cycle.

This After-Sales Policy has been designed to help you understand your rights as a customer, your responsibilities when using our products, and how to get support if something goes wrong. It also outlines what is covered under warranty, how to raise a service request, and how Music Tribe supports you.

📦 Scope of This Policy

This policy applies to:

• All products sold under the Music Tribe family of brands
• Purchases made through:
  
  • Music Tribe’s official online store
  • Authorized resellers and Super Partners
  • Third-party platforms like Amazon (subject to certain conditions)
• Both end consumers and enterprise clients using Music Tribe gear for personal, commercial, or institutional purposes

This policy does not cover:

• Products purchased from unauthorized dealers or grey-market channels
• Second-hand or modified products without proper authorization or valid proof of purchase

For the best experience, we encourage you to register your product within 90 days to activate extended warranty coverage (up to 3 years on eligible items).

What You Can Expect

Under this policy, we promise:

• Transparent warranty coverage
• Easy-to-access global support
• A repair-first approach focused on sustainability
• Responsive service through our digital support ecosystem

Let’s move on to what you’re entitled to — and what we ask of you.

2. Customer Rights and Responsibilities

At Music Tribe, we believe in empowering our customers through transparency, fairness, and shared accountability.

🎯 Your Rights

As a Music Tribe customer, you are entitled to

• Free repair or replacement for eligible defects under warranty
• Extended warranty coverage of up to 3 years, if the product is registered within 90 days of purchase
• Access to our global network of Music Tribe Authorized Service Centers (MTASCs)
• A clear and fair resolution process in case of product faults or performance issues
• Status updates and communication throughout the service process
• Full transparency around refund, replacement, or repair decisions

📃 Your Responsibilities

To help us serve you better, we ask that you:

• Retain your original proof of purchase (receipt or invoice) for all warranty claims
• Register your product at musictribe.com/register within 90 days to qualify for extended warranty
• Use your product only as intended, and avoid unauthorized modifications or repairs
• Raise a support ticket promptly if an issue occurs (especially for DOA or refund eligibility)
• Provide accurate information and serial number (SN) when requesting service
• Follow all return or disposal instructions provided by our support team

🔍 Warranty Exclusions

The following are not covered under warranty:

• Damage due to misuse, neglect, or unauthorized repairs
• Physical damage (e.g., cracked screens, broken knobs) caused by dropping or improper handling
• Damage caused by moisture, humidity, or exposure to extreme environments
• Cosmetic wear and tear, including scratches, discoloration, or scuffs
• Products purchased through unauthorized or grey-market sellers
• Lost or stolen items
• Products used without valid proof of purchase or beyond their warranty period
• Damage due to force majeure.

If you are unsure whether your issue qualifies under warranty, our support team will gladly assist you.

⚠️ Important — Contact Your Seller First

If you purchased your product from a local dealer, reseller, or distributor, please contact them directly for all warranty and repair claims.

Music Tribe’s Super Partners and their dealer network are fully authorized and responsible to handle service and support for the products they sell.

If your seller does not respond within 7 business days or refuses to provide support, you may escalate the issue to Music Tribe via our support portal.

3. Warranty Coverage and Duration

Music Tribe offers a robust warranty framework designed to protect your purchase and provide peace of mind. Our standard and extended warranty programs are structured to support long-term reliability and service excellence.

🛡 Standard Warranty

All eligible Music Tribe products come with a 1-year limited warranty (2 years for the EU) from the date of purchase. This warranty covers:

• Manufacturing defects
• Electrical or mechanical malfunctions under normal use
• Functional failures not caused by misuse or damage

🕒 Extended 3-Year Warranty

To unlock up to 3 years of warranty coverage, simply register your product within 90 days of purchase.

You can register at:

🌐 https://community.musictribe.com/support

🌐 https://cloud.midasconsoles.com (Only for Midas HD96 consoles)

Once registered:

• You will receive a confirmation of extended coverage
• Your product will be eligible for support until the 3-year mark from the date of purchase
• Coverage terms remain the same as the standard warranty

If you do not register within 90 days, your product will remain under the default 1-year warranty.

🔌 Accessory & Component Warranty

Some components and accessories carry limited warranty durations:

♻️ Refurbished & Replacement Units

• Refurbished units come with a 6-month limited warranty
• Replacement units provided under warranty inherit:
  • The remaining warranty of your original product, or
  • 6 months, whichever is longer

📌 Legacy Product Coverage

Music Tribe will honor any legacy or previously published warranty durations.For example, enterprise products sold before October 1, 2021, that were marketed with 10-year warranty will continue to be supported under that original term.

4. How to Raise a Warranty Claim

We’ve made it simple and transparent for you to request service or support for your Music Tribe product. Follow the steps below to raise a claim and ensure your request is handled quickly and efficiently.

🛠️ Step-by-Step: Submitting a Warranty Claim

1. Visit the Support Portal
   Go to https://community.musictribe.com/support
   Click on “Submit a Technical Support Request” or navigate to Warranty & Repairs.
2. Log In / Create an Account
   Create a Music Tribe account or log in to your existing one to track your request.
3. Complete the Service Request Form
   Include the following:
   • Product name and model
   • Serial number (SN)
   • Description of the issue
   • Clear photos or videos (if applicable)
   • Proof of purchase (invoice or receipt) which must include the Product details including model name, serial number, date of purchase as well as seller details.
   • Delivery address (for return shipping, if needed)
4. Submit the Request
   Once submitted, you’ll receive a Case ID to track your request.
   Our support team will review your submission and respond within 3–5 business days.
5. Follow Return Instructions (if applicable)
   If physical inspection or repair is required:
   
   • You will receive instructions about packaging, labeling, and shipping
   • Ship the product to the nearest MTASC (Music Tribe Authorized Service Center)
   • You are responsible for safely packaging the item and covering shipping to the service center
6. Service, Repair, or Replacement
   The MTASC will evaluate your unit and take action based on warranty eligibility:
   • Repair first, if parts are available and the product is serviceable
   • Replacement, if the unit is non-serviceable or BER-eligible
   • Refund, only in specific cases (see Section 5)
7. Track and Communicate
   You will receive notifications by email.
   You can also log in to your account and monitor case status in real time.
8. Email Correspondence
   For any email correspondence, please ensure that you reply to the same email that was sent to you when you first created your case, as this includes your specific case number and helps us to better serve you. Any direct emails without the case number would be rejected.

5. Refund and Replacement Policy

At Music Tribe, we aim to repair products as a first step. However, in limited cases where a product cannot be repaired or returned to working condition, a replacement or refund may be offered — subject to the terms below.

🔁 Repair-First Policy

Music Tribe prioritizes repairs wherever feasible. A replacement or refund is only considered when:

• The unit is deemed Beyond Economic Repair (BER) (see below)
• The required spare parts are no longer available
• The repair process exceeds 90 days due to unforeseen delays

📦 Amazon or Third-Party Marketplace Purchases

If you purchased your product via:

• Amazon
• Other third-party e-commerce platforms

➡️ You must initiate your return or refund request directly via the platform within the allowed return period (e.g., 30 days on Amazon).

Music Tribe is not authorized to process refunds for these channels directly.

🔄 Replacement Units

If your product qualifies for replacement:

• A new or refurbished equivalent unit will be provided
• The replacement carries either the remaining warranty of the original item or 6 months, whichever is longer
• Replacements may be from a different batch or cosmetic revision but will retain equal or better functionality

💰 Refunds (Only if Eligible)

Refunds are only issued under Music Tribe-owned warranty cases and under the following conditions:

• Unit is classified as “Beyond Economic Repair” (BER)
• No replacement stock is available
• No compatible repair parts exist

Refunds require the return of the original unit before they can be processed.

6. Out-of-Warranty Service

Even if your product is no longer under warranty, Music Tribe is committed to supporting you. Our Music Tribe Authorized Service Centers (MTASCs) provide repair services for eligible out-of-warranty units on a paid basis.

🔧 How It Works

1. Raise a Service Request
   Submit a request at https://community.musictribe.com/support with your product details and issue description. Select Out-of-Warranty Repair when prompted.
2. Evaluation and Quotation
   The MTASC will assess your unit and share:
   
   • A diagnostic report
   • Estimated repair cost
   • Lead time for parts or service
3. Customer Approval Required
   No repair will be initiated without your confirmation. If you decline the quotation, the unit will be returned (shipping charges and inspection fees may apply).
4. Repair and Testing
   Once approved, the product will be repaired using genuine parts and tested for functionality.
5. Shipping and Return
   The repaired unit will be shipped back to you via standard courier.

💳 Payment Terms

• Full payment is required before shipping the repaired unit back
• Payment methods may vary by region (local MTASCs may accept bank transfer or online payment portals)

🚫 Limitations

• Out-of-warranty units may not be repairable if parts are discontinued
• Cosmetic issues (e.g., faded logo, worn-out coating) are not repaired unless they affect function
• Units previously modified or tampered with may be rejected from service

7. Authorized Sales and Grey Market Policy

At Music Tribe, we are committed to ensuring that every customer receives genuine products, full warranty protection, and reliable after-sales support. To support this, we have a global network of authorized Super Partners and eCommerce channels. The list of our authorized partners is available on all our brands’ official webpages. (Where to Buy)
Behringer- Midas- Klark Teknik- Bugera- Lab Gruppen- Tannoy- TC Electronic- TC Helicon- Turbosound

✅ Warranty Validity — Multi-Tier Distribution

Music Tribe will honor warranty claims for products purchased from downstream dealers or retailers if the following conditions are met:

1. The unit was originally sold through a Music Tribe Authorized Super Partner or official Music Tribe eCommerce platform
2. The customer provides a valid proof of purchase (invoice or receipt) from the dealer or retailer
3. The product’s serial number (SN) is verifiable and traceable to our authorized supply chain

This means that even if your purchase was made through a reseller, your product is eligible for full warranty support if it originated from Music Tribe’s authorized distribution network.

🚫 Grey Market Products

Products purchased from the grey market may include:

• Unverified third-party sellers on online platforms
• Parallel imports with no distribution history via Music Tribe
• Resellers with no affiliation to a Super Partner or local distributor

Such products may not be eligible for:

• Warranty coverage
• Repairs or replacement
• Spare parts availability
• Product registration or support tickets

📢 How to Protect Yourself

To ensure eligibility:

• Buy from local or recognized dealers affiliated with authorized Super Partners
• Retain your original invoice and ensure the product comes with a valid serial number
• When in doubt, reach out to https://community.musictribe.com/support to verify seller authenticity

8. Product Return & Disposal Requirements

Music Tribe is committed to sustainable practices, responsible recycling, and regulatory compliance. This section outlines how returns and end-of-life disposal should be handled.

🔁 Return of Products (When Required)

Customers may be asked to return their product under the following conditions:

• To initiate an in-warranty repair or replacement
• When a refund is issued under Music Tribe-owned warranty cases
• When a product is deemed Beyond Economic Repair (BER)

You will be guided by our support team on how and where to return the product. Returns must be made within the instructed time frame and with proper packaging to avoid shipping damage.

📦 Shipping Guidelines

• Always include the Case ID or RMA number provided by support
• Package the product securely to prevent transit damage
• Return shipping to the service center is the customer’s responsibility (unless otherwise agreed)

📌 Regional Requirements

• Certain countries or regions may have additional e-waste or recycling laws
• Music Tribe will provide guidance based on your location

9. Customer Support Channels & SLAs

At Music Tribe, we are committed to delivering prompt and efficient support for every customer. Our centralized support system ensures that your service requests are handled professionally and with complete transparency.

Primary Support Channel

All warranty claims, service inquiries, and product-related support requests must be submitted via:
🌐 community.musictribe.com/support

This is our official customer support portal where you can open tickets, track cases, and communicate with our service team.

Additional Support Channels for Midas:
🌐 https://cloud.midasconsoles.com/drive

📞 +1 702 842 9501 – Emergency Hotline

Support SLAs

Actual resolution time may vary based on product type, region, and part availability. You will be notified of delays, if any.

🧰 Escalation Path

If you are not satisfied with the progress or outcome of your case:

1. Log in to your account at community.musictribe.com/support
2. Reopen the existing case and clearly request:
   “Escalate to Customer Service Supervisor”
3. A senior support representative will follow up within 2 business days

🌍 Regional Support Coverage

Support services are available only in countries where Music Tribe or its authorized partners officially operate.

If your purchase was made in or shipped to an unsupported or embargoed country:

• Your claim may be redirected or declined based on local service limitations
• We will assist with guidance if international servicing is an option

10. Final Terms & Conditions

This section outlines the overarching terms that govern your rights and responsibilities as a Music Tribe product owner. By purchasing and using our products, you agree to the conditions below.

🛡 Warranty Activation & Coverage

• Standard warranty is valid from the date of purchase as shown on your invoice
• Extended warranty (up to 3 years) is available only if you register your product at:
  🌐 community.musictribe.com/support
• Warranty is non-transferable and applies to the original end user only

⚠️ Exclusions from Warranty

The warranty does not cover:

• Products purchased from unauthorized or grey market sources
• Cosmetic wear and tear (scratches, faded print, discoloration)
• Damage caused by misuse, accidents, modification, power surges, improper storage, or force majeure.
• Consumables (e.g., batteries, fuses) or parts that naturally degrade over time
• Products with removed, altered, or unreadable serial numbers

📄 Proof of Purchase Requirement

To be eligible for warranty or support:

• You must submit a valid invoice or purchase receipt
• The product’s serial number must match our database records
  Failure to provide proof may result in the denial of service requests

🔁 Support Policy Changes

Music Tribe reserves the right to:

• Modify or update these support terms at any time
• Replace discontinued models with newer alternatives of equal value and functionality
• Designate or change authorized service centers (MTASCs) without prior notice

📃 Customer Responsibility

By using a Music Tribe product, you agree to:

• Follow product usage guidelines in the manual
• Retain documentation for warranty and service needs
• Raise support claims in a timely and cooperative manner

11. Disclaimer

This Warranty is in lieu of all other warranties, expressed or implied, and constitutes the only Warranty made by Company. This Warranty supersedes all prior representations and agreements. Company will not be liable for any incidental or consequential damages, including but not limited to loss of use, loss of time, inconvenience, or any other commercial or economic loss.

12. Governing Law

This Warranty shall be governed by the laws of the jurisdiction in which the product was purchased. If the country of purchase provides for a longer statutory Warranty period, such period shall apply.