1The basis of your warranty
SoundsGood sells officially supplied products with a warranty from the manufacturer and/or authorised importer. The terms of that warranty supplement your rights under Ukrainian law.
Consumer rights under Ukraine’s Law on Consumer Rights Protection apply to individuals buying goods for personal needs unrelated to business activities. Commercial purchases are governed by the applicable legislation, contract terms and manufacturer warranties.
Your statutory rights remain in place
The absence of a factory serial number or a separate paper warranty card does not, by itself, remove your rights as a buyer. The item and purchase are identified using appropriate documents and the available identifying information.
2Products we support
Acoustic instruments
Bowed string and wind instruments, acoustic guitars, ukuleles, drums and percussion.
Electric and electronic instruments
Digital pianos, synthesisers, electric guitars, bass guitars, effects processors and electronic drums.
Audio equipment
Mixers, amplifiers, loudspeakers, microphones, audio interfaces, studio equipment and DJ equipment.
Lighting equipment
Lighting fixtures, controllers, DMX equipment and fog machines.
Check the warranty period for your particular model
The warranty period and terms are stated in the product information and warranty or operating documentation, including electronic documents. If no warranty period is specified, the statutory time limits and rules apply.
3Acoustic musical instruments
Bowed and plucked strings
Claims may concern manufacturing defects in the body, glued joints, neck, tuning pegs or other fittings. The cause of a defect is established through inspection.
Wind and percussion instruments
We assess claims concerning defects in materials, soldered joints, valves, mechanisms and other components. The outcome depends on the cause of the fault and the conditions of use.
Follow the manufacturer’s requirements for humidity, temperature, care and storage. Normal wear of strings, reeds, bow hair, pads or drumheads differs from a manufacturing defect; premature damage is assessed according to its cause.
4Electronic instruments and professional equipment
Contact us if electronic assemblies, displays, encoders, faders, connectors or other components fail. A quality inspection or diagnostic assessment is carried out to identify the cause.
Follow the manufacturer’s requirements for power supply, connections, operating loads and the use of fluids in equipment designed to use them.
Special servicing procedure
The procedure approved by Cabinet of Ministers Resolution No. 1251 also applies to products legally classified as technically complex household goods. Classification depends on the legislation and the particular product, rather than simply on the description “professional equipment”.
5Accessories and consumables
Strings, reeds, drumheads, sticks and care products have different service lives depending on their purpose and use. Normal wear is not a manufacturing defect.
Claims concerning manufacturing defects in accessories, cables, connectors and consumables are assessed under the applicable warranty terms and law. Liability for defects is not limited to the item’s first use.
6Products with special exchange rules
Exchanges of non-defective goods under Article 9 of the Law are subject to the list approved by Cabinet of Ministers Resolution No. 172. That list includes:
- mouthpieces;
- mutes for wind instruments;
- violin chinrests;
- products in aerosol packaging.
These rules concern non-defective goods
Restrictions on exchanging non-defective goods do not remove rights relating to defects. For online purchases, the right to withdraw and the applicable exceptions are governed separately by Article 13.
7Exchanges, returns and online purchases
Exchange under Article 9: non-food goods of satisfactory quality may be exchanged for a comparable item within 14 days, excluding the day of purchase, if they are unsuitable for a reason covered by law and are not within a statutory exception.
- The item has not been used and retains its saleable appearance and consumer properties.
- The seals and labels provided for the item have been preserved.
- You have a receipt or another form of electronic purchase confirmation recognised by law.
If a comparable item is unavailable when an exchange is requested, the consumer may choose a different item with a price adjustment, wait for a comparable item to become available, or terminate the contract and receive a refund. On termination under Article 9, the refund is due that day or, if that is not possible, within an agreed period of no more than seven days.
A separate right for online purchases
Article 13 provides a right to withdraw from a distance contract, usually within 14 days after receiving the goods. The starting point, any extension and the exceptions are determined by that Article. Opening the packaging, inspecting or testing the goods does not, by itself, remove this right.
To submit a request, tell us your order number, the item and the remedy you seek. The rules for returning the goods, refunding payment and covering costs depend on the legal basis of your request. Exchange conditions for non-defective goods do not automatically apply to a warranty fault.
8Warranty claims: process and time limits
- 1
Report the problem
Contact SoundsGood and describe the fault. Include photos or a video if possible.
- 2
Prepare your documents
Provide the item and proof of purchase. For goods with a warranty period, also provide the required warranty documentation, including electronic documents where applicable.
- 3
Arrange the handover
Agree how to hand over or send the item and package it safely. We will record its condition, included components, the remedy requested and the acceptance date.
- 4
Receive the outcome
Following inspection, we will explain the cause of the fault and how your valid statutory claim will be resolved.
- Repair free of charge: defects must be remedied within 14 days from presentation of the item for that purpose, or within another period agreed by the parties. Any alternative period is agreed separately rather than applied automatically.
- The warranty period is extended by the time the item spends under repair.
- For defects found during the warranty period, the law provides for a price reduction, repair free of charge or reimbursement of the cost of remedying the defects.
- Replacement or termination of the contract with a refund is available on the grounds specified by law, including a substantial defect as legally defined.
- For claims relating to defects, transport of bulky goods or goods weighing more than 5 kg, and their return to the consumer, is paid for by the seller, manufacturer or business handling the claim under Article 8 of the Law.
9When a claim may be declined
The law sets out grounds for declining claims concerning defects, including where it is proved that the fault resulted from the consumer breaching the rules for use or storage. Examples of causes may include:
- an impact, fall or other mechanical damage that caused the reported fault;
- power supply, connections or operating loads that did not comply with the instructions;
- failure to follow requirements for humidity, temperature, cleaning or the use of fluids;
- third-party modification or repair that caused the defect.
The cause of the fault matters
A scratch, sign of modification or other observation does not, by itself, establish a link to the reported defect. Diagnostic findings and the grounds for the decision are documented.
Consumers may participate in the quality inspection personally or through a representative. A service centre’s findings can be challenged. Disputes may be addressed through the expert assessment and remedies provided by law, including an application to Ukraine’s State Service on Food Safety and Consumer Protection or to a court.
10Additional SoundsGood services
Ask about the availability of a check before sale, basic setup, a technician’s advice, an extended warranty or special servicing terms for your chosen item. The scope, any charge and the terms of an additional service are agreed separately.
Additional options do not limit your statutory consumer rights. If any statement on this page conflicts with mandatory legislation, the applicable legal provisions prevail.
