Welcome to Decware
Warranty & Service
DECWARE / High Fidelity Engineering
75 S. Riverview Drive, East Peoria IL 61611
We ask that you download and print the form shown here and include it with any repairs, upgrades or warranty transfers.
TRANSFERRING THE LIFETIME WARRANTY
Cost of warranty transfer is $100 or 10% of the models current price, whichever is more. This does not include tubes. All warranty transfer's will require a new set of factory tubes that have been tested in the actual amplifier prior to shipping it to the buyer.
If you are the seller, it is important to understand that we are going to supply the buyer with new tubes that have been tested in the unit as part of the warranty transfer. Therefor should you wish to sell the buyer additional tubes, perhaps the used tubes that were in the amp when you sold it, etc., we request that you ship them directly to the buyer. As you know, shipping tubes vibrates them aggressively and can cause damage, noise, or reduced life. We do not want to be a contributing factor or involved in any way with handling of used tubes.
If you have acquired a Decware amplifier somewhere on the used market you can send it to us for re-certification where we will make any necessary repairs and charge you for them. At that point, if you wish to purchase a warranty for it, the same costs apply (as described above). You will also be required at that point to purchase a new factory tube compliment that we test in your now certified and warrantied Decware amp.
SERVICE or REPAIR
If your amplifier requires service, the first step is to e-mail or call us to describe the problem. We can walk you through some simple troubleshooting steps to be sure the problem isn't something simple like a tube, cable, or connecting component.
If we can not solve the issue by phone or e-mail, we will request that you send the amplifier in for service where we will test it and make any necessary repairs. Turn around time on repairs is typically 1 week not including shipping.
Despite being familiar with the issues via phone or e-mail, you MUST include the RA form at the top of this page with a brief description of the problem.
Our Contact Page can be found here.
30 DAY IN-HOME TRIALS
All Decware amplifiers come with a 30 day in-home trial with a 10% restocking fee. IF you should have a technical issue during this trial period just contact us and we can help you work it out and even extend the trial period if needed.
DEPOSITS: We will charge a 10% NON-REFUNDABLE deposit on all orders at the time of sale. Balance due will be billed when the order ships.
RETURNS: We will accept returns on tangible items 30 days from date of delivery less a 10% restock fee and any damages to the item.
CANCELED ORDERS: Life happens... if you have to cancel your order no further billing will take place.
CUSTOM ORDERS: If you have configured your order with custom options, the added cost of those options may be billed at the time of order and are non-refundable. Custom options also VOID the 30 day trial but DO carry the lifetime warranty.
LEAD TIMES: All amplifiers/speakers are built to order. For our tube gear and related components, we have a real-time build sheet available that you can check any time to see where you are in the line-up and what your present order status is. (The link is e-mailed to you after your order is manually added to our build sheet.)
You will be notified when your order is ready to ship and updated with a tracking number. Upon receipt of your order you will have a 30 day trial period to make sure you love it.
DIGITAL ORDERS: You will receive an e-mail shortly with links to your downloads.
PAYPAL: Paypal orders placed online are usually charged in full at the time of purchase. If you want to use PayPal but don't want the entire amount taken at the time of purchase, simply place your order order by phone. We can send you a PayPal invoice for the deposit and again when the balance is due.
If choosing to pay by check or money order, payment must be received within 10 business days or your order may be canceled.
LIFETIME WARRANTIES & OTHER WARRANTIES
Decware warranties all of our hand-built tube amplifiers and preampamplifiers for the lifetime of the original owner/purchaser. This warranty covers defects in materials or workmanship. It does not include tubes, which carry their own 90 day warranty. What the warranty does not cover, are damages from shipping, abuse, miss-use, modifications or repairs made by anyone other than Decware. Decware Speakers come with a 5 year warranty with the same terms. Note: We have some speakers on our site that are made by other companies. These products carry their own warranty.