Care Policy - TC HELICON

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At MUSIC Tribe we genuinely care about our customers and are passionate about providing life changing customer experiences.

We want you to enjoy using our products as much as we enjoy making them. So, when you need our help, we have it covered and you can count on us.

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What warranty does my product have?

All registered products come with a 1 Year warranty as standard in specific countries.

Register within 90 days by clicking here.

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Limited Warranty

This Limited Warranty applies only if you purchased the product from a MUSIC Tribe Authorized Reseller and is valid only in the original country of purchase. You can qualify for an extended Limited Warranty for products sold in countries served by MUSIC Tribe Authorized Service Centers.

These countries include:

  • Austria
  • Belgium
  • Canada
  • France
  • Germany
  • Italy
  • Japan
  • Netherlands
  • Portugal
  • Spain
  • United Kingdom
  • USA

If you purchased your product elsewhere, please refer to the list of Music Tribe Partners and contact your nearest distributor in the country of purchase for details of the limited warranty in your country.

MUSIC Tribe warrants the mechanical and electronic components of this product to be free of defects in material and workmanship if used under normal operating conditions for a period of one (1) year from the original date of retail purchase. If the country of purchase provides a longer statutory warranty period, such statutory warranty period shall apply. Subject to the online registration of your product within ninety (90) calendar days of retail purchase, the Limited Warranty shall be extended to 3 years.

If the product displays any defect within the specified warranty period and such defect is not excluded under clause 4 below, MUSIC Tribe will either repair or replace the product using new or reconditioned products or parts, at its sole discretion. In the event that MUSIC Tribe decides to replace the entire product, this Limited Warranty shall apply to the replacement product for the remaining warranty period of the product replaced.

Upon validation of the warranty claim, the repaired or replacement product will be sent to the user with the freight prepaid.

Warranty claims other than those indicated above are expressly excluded.

IMPORTANT: MUSIC Tribe asks that you retain your purchase receipt. This is the proof of your date of purchase from which the applicable Limited Warranty period shall begin to run. If you are unable to present your purchase receipt, MUSIC Tribe cannot process your request for warranty repair as there is no proof that the claim is within the applicable warranty period.

Online Registration

To qualify for the extended warranty, you must register your new MUSIC Tribe equipment within ninety (90) calendar days from the date of purchase. The online registration can easily be completed by visiting MUSIC Tribe. We ask that you read the terms and conditions of our Limited Warranty carefully. If the product purchase is not registered within the first ninety (90) calendar days of your date of purchase, the Limited Warranty will be applicable for only one (1) year, or for the period of your country's statutory warranty whichever is longer.

Warranty transferability

This Limited Warranty is extended exclusively to the original buyer (customer of Authorized Reseller) and is not transferable to anyone who may subsequently purchase the product. No other person (distributor, dealer, fulfiller, retailer, etc.) shall be entitled to give any warranty promise on behalf of MUSIC Tribe.


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Are there warranty exceptions?

Apart from the obvious improper use of the product, there are only a few exclusions to the limited warranty that you need to be aware of, including consumables, displays, mechanical components and covers.

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Warranty limitations and exclusions

This Limited Warranty does not cover consumable parts, such as, but not limited to fuses, batteries, cables, bulb, guitar strings, etc.

MUSIC Tribe warrants the following items contained in or with the product to be free from defects in material and workmanship only for a period of ninety (90) calendar days from the date of retail purchase.

The above warranty does not apply to:

  • Accessories
  • External power adaptors/PSUs
  • Valves
  • Cables
  • Foot switches and remote controls
  • Vacuum tubes
  • Dust covers

MUSIC Tribe warrants the following items contained in or with the product to be free from defects in material and workmanship only for a period of one (1) year from date of retail purchase:

  • Digital displays / LCDs
  • Meters
  • Switches / Sensors
  • VRS / Potentiometers
  • Loudspeaker drivers or diaphragm assemblies
  • All faders including cross-faders and motorized faders
  • Any mechanical component that may be affected by externally applied force
  • Track balls and glide pads
  • Loudspeaker grilles
  • Road and flight cases
  • Mixer remote controls and
  • Loudspeaker interfaces

Drivers or diaphragm assemblies that have burnt voice coils as a result of over / under drivingor due to a surge from a power amplifier shall be excluded from the warranty coverage.

This Limited Warranty does not cover products that have been electronically or mechanically modified in any way. If the product needs to be modified or adapted in order to comply with applicable local technical or safety standards in any country which is not the country from which the product was originally developed and manufactured, this modification / adaptation shall not be considered a defect in material or workmanship. This Limited Warranty does not cover any such modification / adaptation, regardless of whether it was carried out professionally or not. MUSIC Tribe shall not be held responsible for any cost resulting from such a modification / adaptation.

This Limited Warranty covers only the product hardware. It does not cover technical assistance for hardware or software usage. In addition, it does not cover any software products whether or not contained in the product package, unless expressly provided for in any enclosed software limited warranty.

This Limited Warranty shall not apply if the factory-applied serial number has been altered or removed from the product.

Free inspections and maintenance / repair work are expressly excluded from this Limited Warranty. If an inspection of the product by MUSIC Tribe shows that the defect in question is not covered by the Limited Warranty, the inspection and/or repair costs shall be payable by the buyer.

Product damage or defects caused by the following conditions will not be covered by this Limited Warranty:

  • Improper handling, neglect or failure to operate the unit in compliance with the instructions given in MUSIC Tribe user or service manuals/guides.
  • Connection or operation of the unit in any way that does not comply with the technical or safety regulations applicable in the country where the product is used
  • Any Act of God or Nature (such as accident, fire, flood, etc.) or any other condition that is beyond the control of MUSIC Tribe.

Any repair or opening of the unit carried out by unauthorized personnel (including the user) will void the Limited Warranty.

Products which do not meet the terms of this Limited Warranty will be repaired exclusively at the buyer’s expense. MUSIC Tribe or its Authorized Service Center will inform the buyer of any such circumstance and request a written order to repair the product. In the event that the buyer fails to submit a written repair order within six (6) weeks of notification, MUSIC Tribe reserves the right to dispose of the product in an appropriate, environmentally friendly manner without liability to the buyer.

Authorized MUSIC Tribe Resellers do not sell new products directly in online auctions. Purchases made through an online auction are on an “as-is” basis, and are not covered by this Limited Warranty. Online auction confirmations or sales receipts are not accepted for warranty verification and MUSIC Tribe will not repair or replace any product purchased through an online auction.


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How can I contact you?

In the event that you need to contact us for any reason, our dedicated and friendly teams are ready to assist you. You can reach us using these recommended methods:

Web inquiry: Contact Us
  • +44 1562 732 299 for EMEA/APAC
  • +1 702 800 8290 for AMER
  • +81 03 5821 9781 for Japan
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How to contact your care experience centers

1. Email - CARE Technical Support and Service:


Please ensure to include in your email: your contact details, the product model, the serial number and a detailed description of the issue or query.

2. Via the web forms at TC HELICON Support

3. Care Experience Center locations

MUSIC Tribe Brands UK Limited MUSIC Tribe Commercial NV Inc.
ATTN: Returns ATTN: Returns
Klark Industrial Park, Walter Nash Road, Kidderminster
Worcestershire DY11 7HJ United Kingdom
5270 Procyon St, Las Vegas, NV 89118-1742
United States
Telephone: +44 1562 732 299
Hours of opening: 8am to 4pm
Telephone: +1 702 800 8290
Hours of opening: 8am to 4pm
MUSIC Group Services JP K.K.
Yunizo Iwamoto-cho Sancho-me Bldg. Minami-kan 7th floor Iwamoto-cho 3-5-12
Chiyoda-kun, Tokyo Japan 101-0032
Telephone: +81 03 5821 9781
Hours of opening: 9:30am to 6pm

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What is the service policy?

If your product becomes faulty at any time during the warranty period we will try to ensure youare without it for as little time as possible, and will aim to either repair it or replace it for you within 1 week.

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Warranty service return authorization number

The initial stage of our warranty service, and the best way to find a solution, is to check if the problem can be resolved by our Online Support Service. If you are not able to resolve your issue through this route and you need to request warranty service, please contact us through our online request form to request for a Return Authorization (RA) Number. All requests must be accompanied by a description of the problem, the serial number of the product and a copy of the original sales or purchase receipt.

No warranty return shall be accepted without a valid RA number.

Shipments to authorized service centers for warranty repair without freight prepaid shall not be accepted.


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How are we doing?

We are committed to providing you with the best possible experience and are always looking for ways to improve or to know what we have done well.

So, we would love to hear what you think or if you need further help about any aspect of your CARE experience, please click here to provide feedback through the General Inquiry form... and thank you.