Return Policy

On this page you will find information about returning your purchase. We distinguish between A) returns in connection with repairs and B) withdrawals (returning an order within 14 days).

A. REPAIR

Do you want to return a product because it is defective, within or outside of the warranty period? Then log in to your account and click on 'Returns'. No account yet? Then first create an account and under 'Returns' choose the option 'Create a new return request' and then select 'Create offline order'.

ALTERNATE REPAIR CHANNELS FOR CERTAIN BRANDS

It is best to register Ableton (Push) repairs directly with Ableton yourself. Send an email to [email protected] or call +49 30 288 763-231 (10h00 - 18h00 CET) and Ableton will arrange shipping for you.
AIAIAI service and support is only available directly through AIAIAI. You can submit your application via this link.
Behringer products must be registered directly with Behringer/Music Group by the customer. Sign up Behringer repairs here.
Native Instruments repairs - within and outside the warranty period - are best requested directly with NI. You can do so via this link.

B. WITHDRAWAL

This section relates to the Distance Selling Act, according to which you have the right to assess the product and possibly return it within 14 days (cooling off period, reflection period, withdrawal from the contract). A number of conditions apply*, so read the following carefully.
To exercise this right, i.e. to revoke the agreement, you can choose to return the goods via your account on our website through following the steps. Don't have an account yet? First create an account and under 'Returns' choose the option 'Create a new return request’, then choose 'Create offline order'.

1.1 Right of withdrawal

You have the right to withdraw from the contract within a period of 14 days without giving any reason why.
The withdrawal period expires 14 days after the day on which you or a third party designated by you, who is not the carrier, acquires physical possession of the product.
To exercise the right of withdrawal, you must inform us (ToneControl.nl, Tempeliersstraat 71, 2012EC Haarlem, the Netherlands, Telephone: +31 23 5749408, E-mail: [email protected]) by an unequivocal statement (e.g. in writing by post, fax or e-mail) of your decision to withdraw from the contract. You can use the attached model withdrawal form for this, but you are not obliged to do so.
To comply with the withdrawal period, it is sufficient for you to communicate with us concerning your exercise of the right of withdrawal before the withdrawal period has expired.

1.2 Consequences of the withdrawal

If you cancel the agreement, you will receive - provided the conditions* are met - all payments you have made up to that point, including delivery costs (with the exception of any additional costs resulting from your choice of a different method of delivery than the cheapest standard delivery offered by us) without delay and in any case no later than 14 days after we have been informed of your decision to withdraw from the contract. We will pay you back using the same means of payment with which you made the original transaction, unless you have expressly stated and agreed upon otherwise; in any event, you will not be charged any fees for such reimbursement. We may withhold reimbursement until we have received the goods back or you have provided evidence of having sent back the goods, whichever is the earliest.

You must return or deliver the goods to us (ToneControl, Tempeliersstraat 71, 2012 EC Haarlem, the Netherlands) without delay, but in any event no later than 14 days after the day on which you communicated your decision to withdraw from the contract. You are on time if you return the goods before the period of 14 days has expired.
The direct costs of returning the goods are for your account. You are only liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

1.3 Exclusion of the right of withdrawal

The right of withdrawal does not apply to e.g.

Supply of goods which are not pre-manufactured and whose production was based on an individual choice or determination by the consumer or which are clearly tailored to the personal needs of the consumer,
Delivery of sealed goods that are not suitable for return for reasons of health protection or hygiene, if the seal has been removed after delivery (such as in-ear earplugs and hearing protection),
Delivery of sound or video recordings or computer software (including PDF licenses)

If desired, you can also simply download a withdrawal form as a PDF (Adobe Acrobat Reader required) and use it for your withdrawal. You can find this here.

*Return conditions

The returned product must be in perfect working condition, complete and free of any damage. The product box must also be undamaged, free of stickers, torn tape, etc. Please note: the product may only be used for a very short time, as is possible in the store to test the product. If the product has become worth less than the normal new price because it has been used in a different way, we will only refund part of the purchase price.

If it concerns a product that also includes software, then the activation code/license of the software must not have been used, unless this was necessary for the assessment of the product in question. Because software can always be used as a demo - whether or not on request - it is not necessary to register the software. In the unlikely event that this has happened, you must have the software license reset or replaced by the relevant software supplier. Otherwise, we will charge €25 for license replacement/renewal.

The date of registration of the return must fall within the period of 14 days (after the day of delivery). The best way to register a return is via your account on tonecontrol.nl (on the account page at the bottom left). An alternative way to register a return is via the withdrawal form. Our return address is: ToneControl Retour, Tempeliersstraat 71, 2012 EC Haarlem (It is also possible to use the official European model withdrawal form instead). The costs of returning are for your own account.

If a returned product does not meet the conditions stated above, we will deduct a percentage from the purchase amount (the so-called user fee):

Situation and associated impairment:
Product is reported to be returned after 14 days: Returns not possible
Product packaging is damaged or incomplete: Minus 10%
Product is slightly damaged: Minus 20%
One part/accessory is missing: No return possible, or minus 20%
Multiple parts/accessories are missing: Return not possible, or minus 40%
Product is badly damaged: Return not possible, or minus 50%
All accessories are missing: Return not possible, or minus 50%