Warranty & Repair Policy

Last Updated: [June 22, 2025]

At Silk Road Music Shop (“we,” “us,” or “our“), we stand behind the quality of our products. This Warranty Policy outlines your coverage and how to request repairs or replacements.

1. Warranty Coverage

We offer the following warranties against manufacturing defects and damage upon arrival:

Erhu: 10-year warranty.
All other musical instruments: 3-year warranty.
Accessories (strings, pegs, etc.): 1-year warranty.

What’s Covered:

Defects in materials/workmanship (e.g., glued parts dislodging, natural wood cracks).
Damage during shipping (e.g., broken pegs, strings, or cracks upon unboxing).

What’s Not Covered:

Damage from misuse, accidents, or improper handling (e.g., drops, impacts, exposure to extreme temperatures or humidity).
Normal wear and tear (e.g., string replacement after prolonged use).

2. How to Claim Warranty Service

A. Manufacturing Defects or Shipping Damage:

Contact Us: Email [support@silkroadmusicshop.com] within 7 days of delivery for shipping damage, or anytime during the warranty period for defects. Include:
- Proof of purchase (order number/receipt).
- Photos/videos of the issue.
Ship the Item: For verified claims, ship the instrument/part to our distribution center in your country at our cost. We’ll cover return shipping for replacements.
Resolution: We’ll either:
- Replace the defective item/part at our cost and cover shipping, or
- Repair it (if possible) and return it to you at our cost and cover shipping, or
- Send you a brand new replacement and cover shipping

B. Accidental Damage (Non-Covered Repairs):

If your instrument is damaged due to mishandling (e.g., cracks from drops, broken neck due to accident), you can still send it to us for repair as long as it is in warranty:

Pay Shipping: You cover both ways shipping costs to our distribution center in your country .
Assessment: We’ll liaise with the manufacturer—most wood cracks or broken neck repairs are free, but in case there is any material fees, it will be quoted and discussed with the customer upfront.
Return: We’ll ship the repaired instrument back to you.

3. Returns & Refunds

Out-of-Box Failures: Request a return within 7 days of delivery. Items must be unused and in original packaging for a full refund.
Missing Packages: Contact us immediately. We’ll file insurance claims and refund once validated.
Refund Method: Processed via original payment (PayPal, Stripe, etc.). Discounts/vouchers are non-refundable.

Note: We reserve the right to deny claims if insufficient evidence is provided or deadlines are missed.

4. General Terms

Warranty Transfer: Applies only to the original purchaser with proof of purchase.
Modifications: Void warranty if the instrument is altered by unauthorized parties.
Limitation: Warranty covers repair/replacement only, not consequential damages (e.g., missed performances).

5. Contact Us

For warranty claims or repairs:

Email: [support@silkroadmusicshop.com]
Whatsapp: [+1 (312)709-0490]
Address: Silk Road Music Shop, 77 Xueyuan Road, Tower B Knowledge City, 7/F, Xihu, Hangzhou, China.

Non-Warranty Repairs: Even if your instrument is outside of warranty time, we also offer paid repair services (e.g., restoration, change erhu string at a minimal cost). Inquire for pricing.

6. Governing Law

This policy is governed by Chinese law. Disputes will be resolved in Hangzhou courts.