Q: Can I place an order without visiting the showroom?
A: Yes, we offer a mail-order service for customers who are unable to visit our showroom. We’ll ask you a few questions about your audio system to ensure compatibility before proceeding.
Q: How long does it take to receive my order?
A: Once we receive full payment, products are typically manufactured and shipped within 2–5 weeks.
Q: Are delivery costs included in the listed prices?
A: No, all prices are listed ex works, meaning delivery costs are not included.
Q: What is the payment process for placing an order?
A: Orders require a 50% deposit, with the remaining balance due upon completion and prior to delivery.
Q: What payment methods do you accept?
A: We accept Cheque, Bank Transfer, Credit Cards, and PayPal.
Q: Can I return a product if I’m not satisfied?
A: Yes, our standard products come with a 14-day trial period. If the product doesn’t meet your expectations, you may return it for a full refund—provided it is returned in its original condition.
Q: Are all products eligible for return?
A: No, customized products are non-returnable. The trial period only applies to our standard product range.
Q: Who covers the cost of return shipping and fees?
A: The buyer is responsible for return shipping costs and any payment processing fees.
Q: What condition must the product be in for a return?
A: Returned items must be in the same condition as they left the factory, so they can be resold as new.
Q: Can I upgrade my existing SW1X product?
A: Yes, all SW1X products are designed with an upgrade path. You can upgrade components, materials, the product version, or step up to a higher performance level through our SW1X Performance Level System.
Q: Who is eligible for product upgrades or trade-ins?
A: Any original first-owner of an SW1X product is eligible. The same terms apply even if the product was purchased through a dealer.
Q: What do I need to provide to confirm eligibility?
A: If you’re unsure, please contact us with the serial number of the product in question.
Q: What are the costs involved in upgrading my product?
A: The cost includes:
- The price of the upgrade option (components or performance level),
- Labour costs, and
- Shipping and customs duties (if applicable).
Q: What if I’ve recently purchased an SW1X product?
A: Please refer to our Zero-Value-Loss Trade-In Policy, which may offer additional benefits for recent purchases.
Q: Can I have a second-hand SW1X product inspected before buying?
A: Absolutely. We offer an inspection service where SW1X acts as a trusted middleman. Simply ask the seller to send the product directly to us.
Q: What does the inspection service include?
A: We will:
- Inspect, service, and if needed, repair the product,
- Re-package it properly, and
- Ensure it arrives in perfect working condition.
Q: How much does the inspection service cost?
A: The cost includes:
- Shipping charges, and
- A small inspection fee, which depends on the product’s condition.
Q: Are upgrades applied during inspection?
A: Yes, products serviced through us may receive upgraded components and materials (e.g., capacitors, power supply rework, added inputs/outputs, or updated design panels).
Q: Can you help me find a certified pre-owned SW1X product?
A: Yes. We have an active community and may be able to connect buyers with sellers via our mailing list or the SW1X Audio Club, when opportunities arise.
Q: What is the standard warranty period for SW1X Audio Design products?
A : Registered products come with a 3-year warranty (registration required via our Registration Form).
Unregistered products receive a 12-month standard warranty.
The warranty begins on the day the product is received.
Q: What does the warranty cover?
A: The warranty covers defects in materials and workmanship. We will cover the cost of parts and labour needed to correct these issues, subject to our terms and conditions.
Q: Are vacuum tubes (valves) included in the warranty?
A: Yes, any current production valves supplied with the unit are covered under warranty for 3 months from the original date of purchase.
Q: What happens if my product fails during the warranty period?
A: If the failure is due to a defect covered by the warranty and occurs during normal domestic use, we will repair or replace the product—free of charge—within a reasonable timeframe. The unit must be returned to SW1X Audio Design or an authorized service engineer/dealer.
Q: What voids the warranty?
A: The warranty is void if:
- Repairs, servicing, or modifications are performed by unauthorized persons.
- The serial number on the product is removed, defaced, or tampered with.
Q: What is not covered by the warranty?
A: The warranty does not cover:
- Damage during shipping (unless caused by product defect)
- Normal wear and tear
- Damage from misuse, neglect, or unreasonable use
- Accidents or natural disasters
- Failure to follow operating or installation instructions
- Improper or careless cleaning
Q: Can I get help after the warranty expires?
A: Yes. Thanks to our Lifetime Support commitment, you can contact us at any time—even after the warranty has expired—for assistance with your product.
Q: What kind of support does SW1X Audio Design offer?
A: We offer Lifetime Support for all our products. Whether it’s troubleshooting, repairs, or service inquiries, we’re committed to helping you for the lifetime of your product—even beyond the warranty period.
Q: How can I request service or repairs?
A: You can contact us directly for any repairs or service-related questions via Contact Us page. Choose ‘Services’ under Subject and fill out the form. We’re happy to assist you at any time.
Q: What is the service request form?
A: If your issue cannot be resolve with help via phone or email, we will ask you to fill the Service Request Form so that we can intiate the process of shipping the product to us for repair.