Before you send an item back to our company for repairs
Before you send a return to Sound House for damages or early failure, malfunctions, etc., please contact Sound House Support first.
Check the contents. If you decide to send your item back to Sound House, please check for the RA (Return Acceptance) number before return.
After your RA number has been issued, if you have not sent back your item within 2 weeks, the return will no longer be accepted.
Things to consider when sending
- Please include the warranty that comes with the item along with a note detailing the cause of damage and send with your address, phone number, and send it to Sound House.
- In the notes column of the sender form, please write the RA number and please paste it to the package box. Please don't write anything on the original item packaging.
- When you send an item for repairs, please pack the item enough so as to not become damaged during shipping.
- For items received by our company, if we did not receive contact beforehand and the item has no RA number, also received a cash on delivery from a delivery company that is not Sagawa, we will decline the package.
- For items that are returned for an unknown reason, we will take the item for a week. After a week, the item will be returned to sender via Cash on Delivery. The sender will then be responsible for the COD payment.
- For repairs that have accessories, please understand that we cannot keep the accessories with the repair items.
- Digital equipment, user digital device, information saved by the user, and obvious self attempts at repairing the item. For this instance, we are unable to take responsibility. If you need to send any necessary information, please back up all of the information before sending it out to us.
About transport fees
Usually, repairs shipping and handling will become the financial burden of the customer. Provided that we receive confirmation beforehand for early failure for items within the warranty,; Sagawa is the only shipper that we can accept returns using Cash on Delivery (RA number is necessary). Okinawa and the outlying isalnds, we cannot accept Cash on Delivery.
RA (Return Acceptance) Number
Items being sent back for Cashon on Delivery for Early failure and items within warranty, our company support requires the RA number clearly on the packaging slip.
Usually, the repairs will be needed from 1 to 14 days. (For international repairs, 1-3 months will be necessary.
When the repairs are finished, within 3 months if the same malfunctions happens, we will repair the item for free.
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