Have you ever purchased a custom music box from an online store that stops working after normal use for some time? You may not be able to resolve the issue through after-sales communication, and as a result, you might receive compensation or have to purchase a new music box if you are really fond of it. Alternatively, you may look down your nose at this type of music box altogether. As a professional music box brand, we can inform you that 90% of music box failures are attributed to movement malfunctions.
The movement is the core component of a music box, which consists of many precise gears and metals. Any product with mechanical components may encounter functional issues during usage. While we can guarantee that our quality inspection work is very strict, to better serve our loyal customers in the future, We offer our Personalized Music Box Movements with an Extended Warranty for 1 Year. If the music box fails to work due to non-human error circumstances, please get in touch with us immediately.
To activate the warranty, we require the listed:
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1. Your order number
After your purchase, you will receive an order confirmation email with the subject line, for example: 'ORDER #1369'. The number '#1369' represents your unique order number.
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2. The Shipping Label
Please take a clear picture of the shipping label on your parcel after receiving the music box, to facilitate future quality assurance of the Movement.
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3. The Operation Video
Please shoot an operation video of the product. If your product has customized engraving, please display both the engraved part and the complete product in the video.
After we receive the above information, and after it is verified by our technical development department, if it is determined that the movement is defective, not due to human damage, we will initiate the warranty process. To save your valuable time, instead of repairing it, we will provide you with a new movement free of charge. If your music box has a custom tune, we will send you the corresponding custom tune movement. Once you receive the replacement movement, we will also provide you with an instructional video on how to replace it. Please rest assured that the steps are very simple. To comply with our warranty, please contact us through this email: support@goshall.com
This warranty is only available for 1 year on the Wind-Up movement of Personalized Wooden Music Boxes purchased from our branded store Goshall, starting from the date of purchase. The music boxes provided by our store are handmade solid wood handicrafts. Most of the components of the music box are handmade decorations such as horses, small houses, small tree, little trains and action figures. We do not provide a warranty for any artificial damage to these accessories. Before shipping, we will conduct strict quality inspections on each music box and make video recordings to ensure that the functions of the music box are intact and that there are no defects in the accessories. Therefore, after receiving the music box, please note that it is a solid wood craft and cannot withstand rough handling. Please handle it with care. Our products will only be damaged in cases of malicious damage or natural disasters during shipping since our product's outer boxes have been drop-tested. If there are any quality issues with your product, please provide us with pictures of the packaging and shipping label for verification as soon as possible.
The warranty doesn't cover the following:
How can we properly wind the music box movement？
Note: If the music stops playing, please continue to wind the clockwork 3 or 4 times. Do not forcefully wind it again if the clockwork is fully wound. Otherwise, the music box movement may be damaged. We will not compensate for any damage caused by such artificial actions. The ways to wind up the Personalized Wooden Music Box in our store:
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- Wind up -
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- Rotating the Body -
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- Rotating the Top -
So why would overwinding the clock, if it is already fully wound, potentially damage the movement?
Explore the usage and maintenance of the movement:
The main structure of a movement:
A: Spring Housing
B: Drum
C: Comb
D: Gear
E: Spring
F: Damper
G: Key
Our movement of the Key(G) is to control the torque of the Spring(E) in the Spring Housing(A). The torque generated by the Spring causes the Drum(B) to rotate via the Gear(D), and after rotation, the Drum impacts the Comb(C), ultimately producing wonderful music.
If the torque force of the Key(G) reaches its maximum and you continue winding it, the Spring(E) may dislodge and cause damage to the movement. Please remember to wind the clockwork only 3 or 4 times.
Everything we do, we do for our customers.
Each music box you customize from our store undergoes fine production and packaging. However, we cannot guarantee that there won't be any quality issues due to uncertain factors in the future use process. Nevertheless, we provide a quality guarantee for the movement. We are committed to fulfilling our duty to each customer, ensuring that every penny you pay is worth our sincere treatment towards you. Of course, sincerity is also reciprocal.
