Warranty and repair
Warranty repair* :
If your device is damaged, proceed as follows:
Log in to your customer account and select Repairs.
Here you will find all the devices you have purchased from us in the last three years. Then enter the repair of the corresponding device. Once the procedure is complete, you'll receive the repair form by e-mail, with the address of the repair center and all the necessary information, plus a copy of the receipt.
If possible, warranty repairs are sent directly to the repair center - this saves time in particular. If the device is not under warranty, please contact us. We'll find the best solution for you.
Please note
- Pack the device securely - it is preferable for devices to travel in their original packaging.
- Enclose a copy of your receipt.
- Enclose a detailed description of the damage.
- Send the device by post to the repair center or bring it to your home (bringing it to your home must be agreed with the repair center). Alternatively, you can always send or bring the equipment to House of Sound AG.
Please note: without insurance, Swiss Post is only liable up to CHF 500 for loss or damage in transit.
Address if no direct repair center available:
House of Sound AG
for the attention of Repair
Elsässerstr. 215a
4056 Basel
*This is a bring-in warranty. We do not assume the cost of transporting defective goods from the customer to the repair location or to us. The devices must be brought or sent by the customer to the repair center or to us, at the customer's own expense. After repair, we or the repair center will return the devices to Switzerland at our expense. The warranty includes free repair of defects (with the exception of wearing parts). There is no right of exchange for a new device. There is no entitlement to a replacement device during the repair period.
For devices sent in under warranty and found to be faultless after inspection, we must charge a contribution to costs of CHF 120 (postage and technician's time) - this amount will also be invoiced to us. Appliances damaged through our own fault are not covered by the warranty and can only be repaired against payment. In case of doubt, it is therefore advisable to contact us in advance by telephone or e-mail (+41 (0)61 281 10 20/ info@houseofsound.ch), so that we can help you free of charge in the event of an operating error.
Please note the following outside the warranty period:
In the event of a non-warranty repair, a fee of CHF 120 will be charged for drawing up an estimate (work time to find the fault and establish the cost of repair). If the device has to be repaired, this fee will be charged again. Repairs are processed only after payment of the contract amount.
Repair time & other :
Repairs usually take 2 weeks, but can sometimes take 3-4 weeks. We immediately send a defective device to the repair center and then have no influence on the repair time. Some devices are repaired abroad, which considerably increases the repair time.
There is no general entitlement to a new device.
The estimate costs CHF 120 and, if the device has to be repaired, this will be deducted from the repair costs.
Wearing parts such as faders, poties and buttons, cords, batteries, etc. are excluded from the warranty.
By sending in the product, you agree to the repair/warranty conditions.