Return & Guarantee

If you do not like the ordered items or do not like them for other reasons, you can exercise your statutory right of withdrawal within 14 days without giving any reasons. The period begins on the day on which you or a person named by you has taken possession of the goods.

The timely dispatch of the revocation is sufficient to meet the deadline. Further explanations and information on the right of revocation, its conditions and consequences can be found in the Cancellation policy

In addition to the statutory right of withdrawal of 14 days, we grant you an extended return period of 30 days. However, external defects must be claimed in writing within 14 days of receipt. The return is always free of charge for you.

If the purchased goods have a defect, you are entitled to certain rights.

You can:
Demand supplementary performance
withdraw from the contract or reduce the purchase price
Claim damages or reimbursement of futile expenses

Right to subsequent performance

In the event of a defect, the seller shall initially have the right and the obligation to remedy the defect. The seller can try to remedy the defect by repairing the goods or delivering defect-free goods. You should set a reasonable deadline for the seller on this. In principle, you as the buyer may decide whether you prefer a repair or a subsequent delivery. The seller can only refuse the type of supplementary performance you have chosen (repair or subsequent delivery) if this is associated with disproportionately high costs or is impossible for him/her. The costs of subsequent performance (transport costs, labour and material costs) shall be borne by the seller (§ 439 para. 2 German Civil Code).

Note: The law requires that you must always set a deadline for the seller regarding subsequent performance. Therefore, always give the seller the chance to remedy the defect within a reasonable period of time. If you remedy the defect yourself or have it remedied by a third party without first having set the required deadline for the seller regarding subsequent performance, you are not entitled to compensation for the costs of remedying the defect.

Please note that all returned items must be in their original condition. If this is not the case, we reserve the right to disallow your return and return the goods to you.

Please note that you can only return items ordered from us. Items purchased from a distribution partner can only be returned to their premises subject to the return period applicable there.

Yes, the return shipment is free of charge for you if you use our UPS or DHL return service. Please note that other than shipping to you, a return shipment may be sent via a different shipping service provider. It can therefore happen that you receive the shipment from us via DHL, but in the case of a return shipment you receive a UPS return label from us.

The use of a shipping service provider chosen by you is not possible from our side and may lead to further costs for you.

If your order has not been delivered correctly, we will organise the return or exchange of the goods. You will not incur any additional costs. If your order has a quality defect or is defective, please inform our customer service by telephone on +49 (0) 2131 77 860 56 or by email to support@faller-audio.com with your complaint. After checking your complaint, we will organise the return or exchange of the goods. Please have the following information ready for processing:

Order number (AN...)
Model name of the product
Serial number of the product (determine serial number)
Colour of the product
Purchase date
Proof of purchase (please enclose with the shipment)
A short error description
Your contact details and delivery address

Alternatively, you can also return the goods via our online shop:

At the bottom of the homepage of our online shop, go to the menu item "Return". Here, enter the order number (AN...) that is on your delivery note included in the package as well as on the invoice sent by email and fill in the specified fields completely. Please remember to accept the "Data protection notice" and then click on "Send".

We do not offer an exchange. Please state the reason of your return for our statistics.

The refund will be made automatically to the account specified when the order was placed. For security reasons, it is not possible to change the account.

After checking the data you have submitted, we will send you the DHL or UPS shipping label by email, which is free of charge for you. If it is a return under warranty, you will receive a repair order number (RMA number) from us by email with all shipping instructions and the DHL or UPS shipping label free of charge for you.

Prerequisites for the use of this service in the event of a warranty claim:

The product is within the manufacturer's warranty
The present defect is covered by the warranty

Please also observe the warranty conditions in the operating instructions supplied with the product or the warranty card enclosed with the product, if applicable.

In the next step, you will receive an email with a PDF file to print out. Stick the return label with our address on the parcel. At best, remove all other old labels from the parcel.

Afterwards, please affix the return label to the package and drop it off at a UPS or DHL parcel shop or at a UPS or DHL packingstation, depending on the shipping service provider.

If you are unable to visit your drop-off point in person, you have the option of arranging a collection by UPS and DHL at your own expense.

In any case, please note the following points:
Do not return the parcel carriage forward, but use our returns label
It is best to use the original packaging for the return shipment in order to avoid damage in transit. Enclose the invoice or copy of the invoice and/or the delivery note with the return shipment

Our address for returns is:

sonoro audio GmbH
c/o LetMeRepair Rhein-Main GmbH
Im Weidig 3
63785 Offenburg am Main

We do not offer a direct exchange. In order to receive the alternative desired item as quickly as possible, you can order it again directly and return the unwanted item. The purchase amount will then be refunded to you after receipt of the goods.

This way you will receive your desired item already 2-4 working days after ordering. Otherwise, you would have to wait until the exchanged item arrives with us, it is checked and booked back and the exchange is re-ordered.

In the development and production of our music systems, we attach the greatest importance to quality and the greatest possible care. This includes putting every single music system through its paces before it leaves the factory. It is particularly important to us that you continue to enjoy your faller product as long as possible after purchase. Are the contents incomplete or damaged? Is there cause for complaint? We will not leave you alone with your questions. You can rely on the expertise of our service staff. Our service team knows everything there is to know about sonoro and faller products and will advise you in a friendly, fast and competent manner. However, should you ever receive a damaged item, you can of course complain to us.

At the bottom of the homepage of our online shop, go to the menu item "Return" and follow the instructions there.

Alternatively, you can contact our customer service by phone at +49 (0) 2131 77 860 56 or by email at support@faller-audio.com and prepare the following details:

Order number (AN...)
Model name + serial number + product colour
Proof of purchase (please enclose with the shipment)
A short error description
Your contact details and delivery address

As soon as your return arrives at our warehouse, it will be checked whether all items are still in their original condition and the return is intact. If this is the case, the refund will be initiated.

The refund is automatically made via the payment method originally used for the purchase. A change is not possible for security reasons. It is not necessary to cancel payments made, for example the credit card booking, as this may incur charges for you.

Please note that depending on the payment method, the refund may take up to 14 working days.

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