01
Contact us
Email us through the contact form with a description of the issue, your order number, and the device's serial number (visible on the bottom of the unit).
5-YEAR WARRANTY
Built to last. Backed for five years.
Every DMP ONE includes a 5-year warranty against manufacturing defects. We chose 5 years because we expect the product to last much longer — and we want to back that expectation with our commitment.
WHAT'S COVERED
Defects in materials and workmanship.
COVERED
- Manufacturing defects in the enclosure or internal components
- Failure of internal hardware (board, storage, USB controllers)
- Software bugs that prevent normal operation
- Issues with our DMP NEXUS driver software
- Damage during transit (initial shipment from us to you)
NOT COVERED
- Damage from misuse, accidents, or improper power supply
- Damage from unauthorized modifications or repairs
- Cosmetic wear from normal use
- Compatibility issues with third-party hardware not on our verified list
- Issues caused by user-installed third-party software (excluding our DMP NEXUS)
MAKING A CLAIM
A simple, three-step process.
02
We diagnose remotely first
Many issues can be resolved with a software update or configuration change. We try this first before requiring a return — saving you time and shipping.
03
If hardware is the issue, we send a replacement
For confirmed hardware defects within warranty, we ship a replacement unit at our cost. You return the defective unit using a prepaid label we provide.
BEYOND 5 YEARS
Our commitment doesn't end at year 5.
After the 5-year warranty period, we continue to provide:
Free firmware updates for life
Security patches, bug fixes, and new features at no charge, for as long as the product is technically supportable.
Paid repair service
For out-of-warranty issues, we offer reasonable repair services. Cost depends on the problem — we provide a quote before any work begins.
Long-term parts availability
We commit to maintaining replacement parts for at least 7 years from the last unit shipped. After that, we work with you to find alternatives.
Audio products should not be disposable. We don't treat them as if they are.