Trumon Guitar After-sales Service

Thank you very much for choosing Trumon Guitar, after-sales service center provides the following service: after-sales consultation, return and exchange warranty service, after-sales service feedback or complaints, etc., please contact Truman official staff for details.

General Terms and Conditions

Consumers can request the purchase channel to provide reasonable after-sales service support. If maintenance is required, the officially authorized local agent service point will provide maintenance and after-sales service. If consumers purchased from the official flagship store, Trumon Guitar factory would provide maintenance and after-sales service directly. In serious cases, the agent service point could returned product to factory for after-sales service ,returns and exchanges after filing with Trumon Guitars.

Service Scope:

1. The after-sales service policy is only applicable to wooden guitar products produced and sold by Trumon in mainland China (excluding Hong Kong, Macao and Taiwan).

2. Selecting and purchasing from the official store of Trumon guitar or the official authorized distributors is an important way to ensure you enjoy the rights of after-sales service.

3. The headstock anti-counterfeiting code, Trumon red label certificate traceability code, and internal label traceability code of Trumon guitar series are the only identity codes of Trumon guitar products, and cannot be torn, graffiti, or covered. Otherwise,you will not be able to enjoy product after-sales service rights.

4. When consumers obtain the Trumon Guitar after-sales service rights ,they need to provide a red label certificate with complete information, otherwise they cannot enjoy the product after-sales service right.

Use of Personal Contact Information:

1. If you obtained service under the terms of warranty, it means that you authorize Trumon after-sales service center to use and process the information of your product and contact information, including name, phone number, address and email address.

Consumer rights instruction:

1. When purchasing Trumon products, consumer should check whether the product identification information (anti-counterfeiting code, internal label traceability code, Trumon red label certificate and red label certificate traceability code) is complete, damaged or not.

2. The headstock anti-counterfeiting code is the most convenient way to check whether the product is officially produced by Trumon guitar.

3. The internal label traceability code is one of the important symbols to prove that this product is officially produced by Trumon guitar.

4. A red label certificate with complete information is the only proof for consumers to obtain the official after-sales service of Trumon guitar.

5. The complete red label certificate should have the following information: a traceability code, agent seal, authorized seller, purchase price, product model, purchase date, all are indispensable.

6. Trumon will retain after-sales complaint channels on official platforms such as the online website and official WeChat account for consumer feedback and supervision.

Types Of After-sales Service For Return And Replacement

You Can Apply For Return In The Following Situations:

1.Within 7 days from the customer's signature date, the product, packaging, accessories, gifts, and manuals should be complete, and there should no artificial damage which won’t affect the secondary sales.

2.Within 7 days from the customer's signature date, discovered the product with functional problem that were not caused by human error.

3.The product identification information (anti-counterfeiting code, internal label traceability code, Trumon red label certificate and red label certificate traceability code) is complete and undamaged.

We Have The Rights To Reject Customer's Return Request In The Following Situations:

1.The return request is made after 7 days from the customer's signature date.

2. Incomplete returned goods, products and packages, accessories, gifts, and identification information are incomplete, or damaged by human error.

3. Unable to provide product identification information, or the anti-counterfeiting code is deemed to be non genuine or counterfeit products by Trumon guitar.

4. Consequences of wood deformation cracking or functional damage ,etc. due to improper use, care and storage (Long term exposure to moisture, excessively dry , accidental damage, roughly use, etc.) .

5. Non product quality problems caused by knock, damage, as well as unauthorized Renovation and disassembly.

6. Due to user's subjective personal preference or judgment problems like "appearance/feel inconsistent" (including wood color and texture characteristics, paint, guitar tone and hand-feel good or bad, etc.).

7. Torn or kited the anti-counterfeiting number or other marks, etc.

8. Problems or damages caused by natural disasters or force majeure factors, such as war, fire, earthquake, rodent pests, traffic accidents, etc.

9. After Contacted and confirmed return service with the local agent service point or Trumon official flagship store , the items didn't ship out within 7 days.

10. Other situations described in the policy.

You Can Apply For Replacement Service Under The Following Situations:

1. If the customer found that the product has been damaged during transportation, and promptly recorded and offered cargo damage proof provided by the transportation company.

2. Within 15 days from the customer's signature date ,discovered that the product was seriously inconsistent with the original product descriptions in one or multiple important aspects.

3. Within 15 days from the customer's signature date, discovered the product with functional problem that were not caused by human error.

4. The product identification information (anti-counterfeiting code, internal label traceability code, Trumon red label certificate and red label certificate traceability code) ) is complete and undamaged or lost.

We Have The Rights To Reject Customer's Replacement Request Under The Following Situations:

1. The request for replacement is made after 15 days.

2. Incomplete returned goods, products and packages, accessories, gifts, and identification information are incomplete, or damaged by human error.

3.Wrong product identification information, or the anti-counterfeiting code is deemed to be non genuine or counterfeit products by Trumon guitar.

4. Consequences of wood deformation cracking or functional damage ,etc. due to improper use, care and storage (Long term exposure to moisture, excessively dry, accidental damage, roughly use, etc.

5. Non product quality problems caused by knock, damage, as well as unauthorized Renovation and disassembly.

6.Due to user's subjective personal preference or judgment problems like "appearance/feel inconsistent" (including wood color and texture characteristics, paint, guitar tone and hand-feel good or bad, etc.).

7.After tested by Trumon Guitar technical support department ,the product itself without quality problems.

8. Torn or kited the anti-counterfeiting number or other marks, etc.

9. Problems or damages caused by natural disasters or force majeure factors, such as war, fire, earthquake, rodent pests, traffic accidents, etc.

10. After contacted and confirmed return service with local agent service point or Trumon Guitar official flagship store , the items didn't ship out within 7 days.

11.Product damaged due to transportation, but failed to provide the cargo damage proof provided by the transportation company.

12. Other situations described in the policy.

Product Warranty And After-sales Service Type

Product Warranty Period:

1. The product enjoys 1 year free warranty service from the customer's signature date.

2. The product enjoys the lifetime paid maintenance service(only get certain maintenance cost) provided by Trumon guitar.

Warranty Service Description:

1. Customer should bear the transportation risks and costs in the warranty period.

2. Free warranty or paid maintenance does not guarantee 100% non-trace repair.

3. When returned to factory for maintenance, we have the rights to  use directly the latest batch of raw material parts or raw material parts with similar quality and performance to repair due to the impact of product upgrading.

4. The user shall provide original purchase record, receipt or invoice,etc. from an authorized distributor or other formal channels under free warranty or paid maintenance , otherwise we cannot offer free warranty or paid maintenance service.

You Cannot Enjoy Free Warranty Service Under One Of The Following Situations:

Up to the damaged conditions and the maintenance costs if it could be repaired, Trumon would charge certain maintenance costs and provide paid and limited maintenance service with customer informed and agreed.

1. Exceeding the warranty period specified in these regulations.

2. Unable to provide product identification information, or the anti-counterfeiting code is deemed to be non genuine or counterfeit products by Trumon guitar

3. Consequences of wood deformation cracking or functional damage ,etc. due to improper use, care and storage (Long term exposure to moisture, excessively dry , accidental damage, roughly use, etc.) .

4. Non product quality problems caused by knock, damage, as well as unauthorized Renovation and disassembly.

5. Due to user's subjective personal preference or judgment problems like "appearance/feel inconsistent" (including wood color and texture characteristics, paint, guitar tone and hand-feel good or bad, etc.).

6. Problem or damage caused by natural disasters or force majeure factors, such as war, fire, earthquake, rodent pests, traffic accidents, etc.

7. Consumable Parts which need to be replaced (like strings, frets, tuners, batteries, etc.).

8. Natural fading, oxidizing and rusting on the paint or metal surface caused by time variation or air oxidation.

9. Other situations that do not meet the warranty conditions legally.

Other Instructions:

1. If the product didn't meet the conditions of free maintenance after tested, the customer could choose paid maintenance or to return back the guitar.

2. If the customer provided wrong shipping address, or the recipient refused to accept it, the loss caused should be bore by customer.

3. Before shipping out, please properly deal with the personalized items and decorations on the original product (including but not limited to product like decorative stickers, UAS stickers, paint, etc.). Trumon won’t responsible for the damage and loss of personalized items and decorations.

4. To ensure your regular rights, please check whether the products was in good condition (if there were any damages caused by logistics reasons,etc) when you sign for it.

5. The user need to send back the problematic product,if the product had quality defects, Trumon guitar would bear the testing fees, material fees and labor costs.

After-sale Policy Statement

After-sale Statement:

1. If the content of the after-sales policy was inconsistent with relevant National Laws And Regulations, the guideline should be according to National Laws And Regulations.

2. The Final rights of the after-sales policy amendments and explanations which allowed by the law belongs to Trumon guitar.