Warranty & Lifetime Support

At PPEQ, we believe your musical journey should be focused on creativity, not on worrying about your gear. That's why we stand behind the quality of every instrument we sell with a transparent warranty and an unparalleled commitment to lifelong support.

Our Commitment: For the Life of Your Instrument

We are proud to offer a comprehensive warranty and a unique Lifetime Support Promise on all instruments purchased from PPEQ.com.

• Warranty Period: All instruments are covered by a 1-Year Limited Warranty from the date of purchase against defects in materials and workmanship.

• Lifetime Support Promise: Beyond the standard warranty period, we provide lifetime guidance and support for maintenance, repairs, and technical advice. As long as you are the original owner, we are here to help.

The PPEQ Advantage: Depth of Experience

Your confidence in our support comes from a foundation built over decades.

Heritage & Direct Factory Relationships:
PPEQ is operated by Jinan Time Machine Information Technology Co., Ltd., leveraging the deep heritage and operational expertise forged under Pango Music. Our team has over a decade of close collaboration with a network of expert manufacturers. This long-term partnership gives us direct, multi-dimensional access to factory-level knowledge, technical specifications, and repair insights.

What This Means for You:
When you need support, you are tapping into a vast reservoir of experience and direct channels to the experts who build the instruments. This allows us to provide precise, informed guidance on everything from basic setup to complex repairs.

What’s Covered & How to Get Support

We are committed to resolving any issue you encounter with your instrument.

During the 1-Year Limited Warranty:
We will repair or, if necessary, replace any instrument found to have a manufacturing defect. This includes issues with electronics, hardware, and craftsmanship that are not a result of normal wear and tear or accidental damage.

Under Our Lifetime Support Promise:
For the entire life of your instrument, we provide:

• Expert Guidance: Step-by-step advice for maintenance (e.g., truss rod adjustments, fret care, electronics troubleshooting) and repairs.

• Diagnostic Assistance: Help in identifying the root cause of any performance issues.

• Parts Sourcing: Recommendations for genuine or high-quality replacement parts.

• Service Options: Advice on whether an issue can be fixed at home or requires a professional technician.

Our Simple Process:

1. Contact Us: Reach out to our support team at support@ppeq.com.

2. Provide Your Order Details: Include your order number and/or purchase date.

3. Describe the Issue: Tell us about the problem and, if possible, include photos or a short video.

4. Receive a Tailored Solution: Based on our assessment, we will guide you through the most efficient resolution path.

Important Notes

• Owner Responsibility: The warranty and lifetime support are extended to the original purchaser and are non-transferable. Please retain your order confirmation email as proof of purchase.

• Normal Wear and Tear: Our policies do not cover the gradual degradation of components from regular use, such as fret wear, finish aging, or the replacement of strings, cables, or batteries.

• Accidental Damage: Damage resulting from accidents, improper use, neglect, or modifications by unauthorized personnel is not covered under the 1-year warranty. However, our Lifetime Support Promise still stands—we will still provide expert advice to help you find a solution.

Your Peace of Mind, Our Promise

We view your purchase as the beginning of a long-term relationship. Our mission is to ensure your PPEQ instrument remains a reliable partner in your music-making for years to come.

Thank you for choosing PPEQ. Now, go make some noise.