POLITIQUE DE GARANTIE

Thank you for choosing Donner! Donner products are designed and manufactured to provide high-quality, fault-free performance. The following is the English version of the warranty policy:Warranty Policy

1. Warranty Period

Once goods are received and the delivery note signed by the customer, the warranty period begins. The applicable warranty periods by product category are as follows:

---

2. Exclusions

The warranty does not cover the following cases:

• Products with serial numbers that have been torn off, altered, or made illegible.
• Damage caused during transport or handling, including scratches, dents, impurities, or any cosmetic damage.
• Damage or failures due to abnormal currents, voltage fluctuations, or power surges.
• Use of the product for purposes beyond its intended scope.
• Damage or failures caused by products or equipment not supplied by Donner.
• Accidents, abuse, neglect, fire, water, lightning, or other natural phenomena.
• Damage caused by perspiration, corrosive air, or external factors (extreme temperatures, humidity, etc.).
• Costs incurred to remove decorative elements, furniture, shelves, etc., which were not part of the original product.
• Costs of repairing or replacing batteries, light bulbs, guitar strings, or other consumable or decorative parts.
• Additional costs (non-working hours, weekends, public holidays, tolls, ferries, travel expenses for remote areas, etc.).
• Damage or failures resulting from incorrect installation, modification, or alteration of the product.
• Damage or failures caused by parts, consumables, accessories, or equipment not supplied or authorized by Donner, as well as services rendered by workshops not approved by Donner.

3. Shipping Costs

• If the product is still under warranty and no deterioration is attributable to the user, Donner will cover 10 CAD (or equivalent in other currencies) for repair shipping costs.
• If the product is no longer under warranty, repair shipping costs are the responsibility of the user.
• If the product is under warranty but has no defect (i.e., no fault is found after inspection), the customer will bear the shipping costs for the return shipment.

4. Return and Exchange Policy

• For products purchased through third-party online sales platforms, returns and exchanges will be handled according to the policy of the respective platform.

• For products not purchased through third-party platforms:

  • If the appearance is intact and the packaging undamaged, they can be returned or exchanged within 30 days of purchase, no questions asked.

  • For products eligible for return or exchange, users must consult Donner's authorized channels (online or offline) before proceeding. When returning or exchanging, the product must be sent back in its original packaging, accompanied by the reason for return or exchange, to the designated address.

  • For products exceeding 30 days but still under warranty and meeting warranty conditions: if they cannot be repaired within Donner's authorized service network, they can be replaced unconditionally.

5. Contact

If you have any service questions or need help locating an authorized Donner service center, please contact us by email at: service@camail.donnermusic.com or donnermusic_bestbuy@outlook.com

6. Spare Parts & Installation

Q: How can I obtain spare parts?
A: If you receive a product with damaged or unusable parts, please contact us through Best Buy messaging or email our customer service at: donnersmusic_bestbuy@outlook.com

Q: Can I use generic tools to install spare parts? Is the installation process likely to cause irreversible damage?
A: As there are many types of instruments with significant differences, we recommend contacting our customer service for detailed information on spare parts. Generally, following the product manual's instructions poses no risk of damage.
Here is the link to the product manual: product manual