ORDER SUPPORT – Administration

A few things worth to know when using our web shop:

Modifying order

Once your order is confirmed, we cannot modify it by:

• removing an item
• adding a new item
• merging several orders 

Changing your delivery address

If you need to change your shipping address after placing your order, please be aware that we have a very limited window to make changes.

If the order hasn’t been processed yet, send us the updated address details as soon as possible, including:

• Full name
• Street name and number
• Floor, apartment, stairwell (if needed)
• State/region (if applicable)
• City and postal code
• Phone number
  

We’ll confirm the address change by email once it’s been successfully updated in our system.

If the tracking number has already been sent and the parcel has left our warehouse, please reach out directly to your local DHL or FedEx office to request a delivery address update.

OTHER SUBJECTS – Anything else?

If you have any questions regarding particular product use, please go to the products page.

If you’re in a need of further technical information, support, or special request please contact us.

PARTNERSHIP REQUESTS – For new partners, retailers

We are always open to new cooperations. Please contact us if you have any propositions or would like to become our retail partner.

PAYMENT & INVOICE – Invoice, payment, taxes

Payment options

We currently accept the following payment methods: 

• Direct transfer (IBAN, SWIFT, SEPA)
• Credit Сard (Mastercard, Visa)
  

Invoice

Once you place an order and the payment is received on our side, a confirmation email and a proforma invoice will be sent to you automatically. 

RETURNS & EXCHANGES – Returns, repairs, replacements

If you need to return a product for any reason—whether it’s for repair, replacement, or something else—please reach out to us first. We’ll provide all the necessary details for the shipping process. We cannot take responsibility for any parcels sent without prior contact and without a tracking number being shared with us.

SHIPPING & DELIVERY – Costs, methods, track your order

We offer worldwide delivery

After we received your order and clarified the delivery time, we start to process your order. When your item is leaving our warehouse you’ll receive a notification e-mail with all the details and the tracking number.

Shipping cost and methods

Regarding shipping costs and methods, it always depends on various details, like shipping address, parcel size, weight etc.. As you place your order and proceed to checkout, our system will show you all the available methods and their prices.

All provided shipping services are tracked deliveries. 

Track your order:

Once your order has left our warehouse, you’ll receive a shipping confirmation email. This will include a link to the tracking details provided by the shipping carrier handling your parcel. 

Please keep in mind that it might take up to 24–48 hours for the tracking information to become active in their system.

Also, depending on your country’s regulations, you may be required to pay customs duties upon delivery. The amount varies based on local laws and tax policies.

TECHNICAL SUPPORT – Information about products of Adamsynths™

All the information about Adamsynths™  products can be found at the product’s page. There you will find user manuals, descriptions of product features, technical specifications, firmware updates, answers to frequently asked questions and more.

If you can’t find the answer to your question there please contact us!

WARRANTY & REPAIRS – How it works, groundrules

Warranty Period

All of our products come with a 2-year warranty, starting from the date you received the item. This applies to items purchased directly from our webshop as well as those bought through our authorized retailers.

If you purchased your product from a retailer, we recommend contacting them first—they’ll usually be able to assist you directly. If the retailer is unable to resolve the issue, feel free to reach out to us, and we’ll work with you to find the best solution for your specific case.

Warranty Validity & Exclusions

The warranty becomes void if any of the following conditions are met:

• Mechanical or chemical damage, such as mounting marks (e.g. rack installation), attempts to open or modify the unit, exposure to liquids, or use in chemically aggressive environments (fumes, vapours, etc.).
• Improper use, including operation outside the instructions outlined in the user manual.
• Software tampering, such as modifying, deleting, or hacking the control firmware or software. This may also lead to legal consequences.
• Transport damage, including dropping or tipping over the device.
• Non-original packaging: Products returned for warranty repair or replacement must be shipped in their original packaging. All other shipments will be rejected and returned to the sender.

Important: Never attempt to repair or modify the device yourself, as this will result in immediate loss of warranty! (Except for replacing modules or their accessories.)

Faults, Repairs & Replacements

If you suspect that the product isn’t working properly, arrived damaged, or has started behaving unusually, please first review the product information available on its dedicated product page and read the user manual carefully—many apparent issues are simply features or specific behaviors of the product.

If there is indeed a fault, don’t worry—contact us and we’ll work with you to find the best solution for your case.

• If the issue is due to a manufacturing defect and your receipt confirms the warranty is valid, we’ll repair or replace the item free of charge.
• If the issue is caused by incorrect use, installation error, or the product was purchased second-hand, we’ll still help—but a repair fee will apply, agreed upon with you in advance. Rates start from €40/hour.

If you have any questions, feel free to contact us via the SUPPORT page at: www.adamsynths.com