Warranty & Repair

Your audio system is defective and you would like to make use of your warranty claim?

Complaint within the warranty


All sonoro products enjoy a 2-year warranty from the date of purchase. The warranty period for batteries and rechargeable batteries is 6 months.

To ensure a quick and smooth processing of the return, please follow the instructions below carefully.
Please do not send any goods independently to our postal address. We do not have a sales outlet at our location, "only" our office is located here.

1. please contact us before returning your product.

This way we can take care of your request in the best possible way.
You can reach us by phone at +49 (0) 2131 / 8834 141.

Please have one of the following pieces of information ready:
- Model name ("Product No." on the back of the product).
- Serial number ("S/N" on the back of the product)
- Invoice

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You will receive a reply from our customer service within 2 days.
You will receive the repair order number(RMA number) with all shipping instructions and the free UPS shipping label from us by e-mail.
Please enclose the RMA document with the package and mark the RMA number clearly visible on the package.
If you do not have access to a printer, it is sufficient to write the RMA number on a piece of paper and enclose it.

Suitable, stable and shock-resistant packaging must be used for shipping. If possible, use the original sonoro packaging. Please remove the original shipping labels or make them unrecognisable. The unit must be wrapped inside in suitable packaging (such as bubble wrap or cardboard) and must not move. Please enclose all accessories. We cannot accept any liability for damage caused by inadequate packaging.

Prevent the product from moving back and forth in the packaging or being switched on accidentally by placing the product as upright and central as possible in the packaging and using suitable filling material.

It is best to use the filling material or newsprint included in the original consignment, if any, to fill the spaces. If you are returning multiple products containing dangerous goods, please make sure to return them individually, not together in one package, to comply with legal requirements.
4. stick on label and ready for dispatch
Stick the label on the box so that the original shipping label is no longer visible (remove the shipping label for this if necessary).

Once packed, take the package to any UPS Access Point™ or UPS Store®. You can also have your package picked up. Please contact UPS directly to arrange a pick-up.

Complaint outside the warranty


All sonoro products enjoy a 2-year warranty from the date of purchase. The warranty period for batteries and rechargeable batteries is 6 months.

To ensure a quick and smooth processing of the return, please follow the instructions below carefully.
Please do not send any goods independently to our postal address. We do not have a sales outlet at our location, "only" our office is located here.

1. please contact us before returning your product.

This way we can take care of your request in the best possible way.
You can reach us by phone at +49 (0) 2131 / 8834 141.

Please have one of the following pieces of information ready:
- Model name ("Product No." on the back of the product).
- Serial number ("S/N" on the back of the product)
- Invoice

Image

Our customer service will contact you within 48 hours.

After checking the data you have submitted, you will receive a repair order number (RMA number) and a package label from us by email. After receipt by the service workshop commissioned by us and error checking, you will receive a detailed cost estimate for the repair services including shipping costs.

Please note that a flat rate is charged for the error check and preparation of the cost proposal, which will be charged in the event of the repair. Please order the repair in writing and informally by e-mail and transfer the flat-rate repair fee to our service workshop in advance. After receipt, you will receive your repaired device back after a maximum of 10 working days.