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Above all, your 100% SATISFACTION is our highest priority! We will make every attempt to provide you with service that is above all of your expectations. Sometimes a miscommunication or uncontrollable circumstances can challenge your belief in our service, but have faith that it is our intent to please our customers. If you are not 100% satisfied with any product or service you have received from The Analog Store, please, LET US KNOW IMMEDIATELY! We want you to become another member of our extended family of happy customers. Repair Fees Our service rate is $90.00/hr for all repairs plus the cost of parts. An estimate is given and your authorization to proceed is obtained before repair is performed. If the good faith estimate is refused, you agree to pay a modest estimate charge of $45.00 before the unit will be returned. Payment We accept Visa, MasterCard, American Express, Discover. We accept your personal check for purchases less than $500 when accompanied by your valid state drivers license (photo), and a valid major credit card. We accept Paypal but we charge an additional 3% surcharge to cover costs passed to us by Paypal. Credit Card is always the best way to pay for all parties concerned. Returns on new equipment You may return regularly stocked merchandise purchased at The Analog Store when it is in new, unopened condition within 30 days for a full refund. If the merchandise has been opened or used, and is still in like new condition, a 10% restocking fee may be withheld from your refund, subject to the discretion of The Analog Store. We will accept no returns on turntable cartridges, cartridge styli (needles), and all parts including tubes. Chemical products, textile products, headphones may be returned only when unopened and in original plastic wrapping. Any product that has been used, abused, damaged, soiled or is in any condition other than perfectly brand new may be refused a refund at the sole discretion of The Analog Store. Defective products must be returned within 30 days of purchase in order to receive a refund. All Manufacturer's warrantees will be honored. Returns on used equipment Used equipment may be returned for refund within 30 days. Your refund is subject to our testing the equipment to pre-sale performance specifications. After 30 days, used equipment is not returnable, but is protected by our 90 day performance guarantee. All used equipment purchased from The Analog Store or elsewhere is eligible to participate in our Trade Up Program. Workmanship Guarantee for all Repairs Repairs and Service on your audio components is our specialty and the backbone of our success. We understand the value of word of mouth advertising, and we want you to be satisfied in every way. The industry standard guarantee on electronic repairs and workmanship is 90 days. We go above and beyond your expectations and stand behind our work for a period of 6 months (including tubes!). This guarantee covers labor and parts relating to the original repair. We want you to be thrilled with the service you receive from The Analog Store so you are proud to Tell All Your Friends! about us. Performance Guarantee for Used Equipment Used equipment can be a great value, especially when purchased at The Analog Store where equipment is thoroughly tested, restored to peak operation and Performance Certified. Being used equipment, however, the component has an unknown past. Components will occasionally surprise us with a hidden personality flaw which eluded detection in our rigorous testing program, and only appears after you have it installed with every cable just right and all the heavy furniture moved back into place. We regret that this is the case but we all know that it is the way of the universe where entropy is a force that none can escape. With age and use, all matter becomes disorganized over time. The inside of a capacitor is invisible even to diagnostic equipment until it fails. Alex is familiar with common modes of failure and will anticipate likely problems and replace failure-prone parts as necessary. Once the used component is Performance Certified, the component is ready for sale. After the sale, you are entitled to a 90 day guarantee for labor only. "Why not parts and labor?" you may ask... Good question! Since there is no way to predict the condition of the original parts in a used component beyond our available diagnostic techniques, we can only guarantee our workmanship in diagnosing problems. We cannot assume that parts that tested fine on the testbench are actually in like new condition. In fact, we know they are not in like new condition, and we price our used equipment accordingly. We are proud of our diagnostic service and will stand behind you if any defect arises that we did not uncover on first pass, but we cannot guarantee old parts that fail unexpectedly. We are happy to perform the necessary repairs on used equipment purchased from The Analog Store within 90 days of purchase when you agree to pay the cost for any necessary replacement parts. Beyond 90 days, no guarantee is offered or implied. This performance guarantee on used equipment is unique in the high end audio industry and demonstrates our confidence in our repair and diagnostic services. Special Orders We are happy to order merchandise for you that is not in stock or unavailable for auditioning in our listening room. We do ask that you decide carefully before purchasing a new special order item, as such merchandise cannot be returned for full refund as with in stock items. We invite you to participate in our Trade Up Program if your special order is not what you expected. But not to worry! We will provide accurate and experienced advice in assisting your selection of special items so that you can be assured that you are ordering what is exactly right for your needs. Demonstrator Equipment Loans We encourage customers who are seriously interested in a component to take it home for full evaluation within their own system. This ensures that you receive all the value and enjoyment that you intended to receive with your purchase. A credit card authorization will be tendered for the quoted price of the equipment prior to loan. Loan term is typically 48 hours.
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