general these terms and conditions apply when you as a consumer order products through our website teenage.enginering. a purchase agreement is entered between you and teenage engineering ab (“teenage engineering”) when you receive an order confirmation (which is your receipt). customer service if you have any questions or concerns regarding products, please contact our customer support at support.teenage.engineering. you should always contact our customer service prior to returning any product. as part of our service, to be able to give you the best technical support and troubleshooting process, we will save your contact information and purchase history during a period equivalent to what we consider the product’s reasonable lifespan to be. prices and payment all applicable prices for products and payment options are available on the website. teenage engineering has the right to withhold an order until payment has been processed and approved. prices are stated in the following currencies available on our website: usd($), gbp(£), sek (sek) and eur(€). your shipping destination will determine which currency and price shall apply. within the european union, vat is applied and the rate is presented upon checkout. we reserve the right to cancel the order and refund the payment before the product has been shipped. order changes when the order is placed and confirmed, we can not modify the items selected. please contact support should you have any requests. delivery all orders are delivered from our warehouse in sweden. once your package is shipped, you will receive a shipping confirmation with the tracking information by email. due to courier restrictions and the risk of credit card fraud, we cannot deliver to po boxes. for deliveries outside of the european union, packages are shipped in accordance with the international commerce term “delivered duty unpaid” (ddu). this means no vat, duties and/or taxes are collected on orders shipped outside the european union. for such orders, we cannot predict your final particular charges (customs and duty fees may apply). if your package arrives damaged in shipping or with missing content, please report this to support.teenage.engineering within 24 hours after delivery and we will process your request. make sure to include photo documentation and notify the courier company as well. in the occasion you receive a damaged parcel, we invite you to refuse your delivery directly and contact us immediately. teenage engineering ships free of charge for orders over 1200 sek / $120 usd / €120, with exception to field desk. due to the size of field desk, the shipping cost is taken by the customer and is applied at checkout. if the customer wants to make a return, they must also assume the return shipping cost.
right of withdrawal you have the right to withdraw your order within 14 days from the day you receive the product. to exercise the right of withdrawal, you must let us know before the withdrawal period has expired by submitting a request to us at: support.teenage.engineering/hc/en-us/requests/new . a valid reference to the original invoice or receipt must be provided. products shall be sent back without undue delay and in any event no later than 14 days from the day you received your parcel. shipping costs are paid by the customer on all returns. shipping charges from our warehouse will not be refunded. the product must be returned in the same condition as when it was received. the product must be in their original containers with all labels, protective stickers and packed with care. you will be liable for any diminished value of the products resulting from any handling other than necessary to establish the nature, characteristics and functioning of the products. to avoid liability, we recommend you not to use the product before you have decided to keep it. please note, any assembling of, or attempt to assemble, a diy product (do it yourself / requiring assembling) is not considered as necessary to check the product. if you want to return a diy product, please provide a description of the product with video or pictures at support.teenage.engineering/hc/en-us/requests/new . any refund will be made to the source of original purchase. if you bought your products from a reseller, please contact the reseller directly, these terms and conditions do not apply to such a purchase. teenage engineering will not be held responsible in case of lost parcel in return. warranty teenage engineering warrants that products sold through the website teenage.enginering are free from manufacturing defects in material and workmanship when delivered to you. the warranty is limited to 24 months from the date of delivery. the warranty extends only to you as the product’s original purchaser and applies only by proof of original receipt. the warranty does not cover: (a) damage from physical abuse such as dropping the unit or impact from hard objects; (b) physically damaged connectors; (c) broken keys or physical damage to the keyboard mechanism; (d) damage, deterioration or malfunction resulting from accident, negligence, misuse, abuse, improper installation or operation or failure to follow instructions according to the owner's manual for this product; (e) any damages due to shipment of the product (claims must be presented to the carrier); (f) repair or attempted repair by anyone other than, or approved by, teenage engineering; (g) any unit which has been altered or on which the serial number has been defaced, modified or removed; (h) normal wear and any periodic maintenance; (i) damage due to inappropriate storage; (j) deterioration due to perspiration, corrosive atmosphere or other external causes such as extremes in temperature or humidity; (k) damages attributable to power line surge or related electrical abnormalities (including phantom power, wrong voltage, etc); (l) damage due to connecting other than certified usb charger/equipment to the usb port; (m) damage due to liquid contamination and / or battery leakage; (n) rfi/emi (interference/noise) caused by improper grounding or the improper use of either certified or uncertified equipment, if applicable; (o) damage resulting from any use other than that it was intended for; (p) product purchased as ex-demo, refurbished stock or second hand; (q) any aesthetic alterations due to normal usage or ageing. rechargeable batteries are not covered by the warranty. spare parts delivered are considered as separate products and the warranty never exceeds 24 months due to repairs or exchange of spare parts in the main product. if you bought your products from a reseller, the warranty does not apply. we do not recommend to service the unit yourself as this will void the warranty.
complaints if you have received a damaged or defective product purchased through our website, please lodge your complaint to us by email at support.teenage.engineering/hc/en-us/requests/new, as soon as possible after you have discovered the defect. if you lodge the complaint within two months from discovering the defect, the complaint will always be considered as having been lodged in due time. you cannot send an item for repair without contacting teenage engineering first through support.teenage.engineering/hc/en-us/requests/new. please provide us with your original order number, a detailed description of the issue and video or pictures showcasing the issue. we will email you further instructions on how to proceed. all products must be sent in original packaging and packed with care. if not, we reserve the right to impose a fee or refuse to accept the repair. if you bought your products from a reseller, you should lodge the complaint to the reseller. force majeure teenage engineering is not liable for defects or delays caused by circumstances beyond our reasonable control, such as general labour disputes, natural and unavoidable catastrophes, war, fire, amendments to regulations issued by governmental authorities, issues with power mains or telephone communications, data transmissions or any other form of communication, or defects or delays in deliveries by sub-contractors. privacy we assume responsibility for all personal information that you provide us with when purchasing products. please see our privacy policy for more information on how we process your personal data. applicable law and disputes without limiting your rights as a consumer under the laws of your country, these terms and conditions as well as all disputes or claims arising hereof shall be governed by the laws of sweden and settled by the general complaints board or finally by swedish public court. changes to this document teenage engineering reserves the right to change and make additions to these terms and conditions at any time. you are bound by the terms and conditions valid at the time of your purchase. changes and additions of these terms and conditions are valid for all purchases made after publication at teenage.enginering.