About repairs

Same day support for repairs

Once the repair request arrives at the Sound House, we will immediately start an estimate or repair based on the request details received in advance, and if it is a warranty repair, we will ship it as soon as it is completed. If we do not know the details of the request, it will be delayed while we wait for confirmation, so please be sure to inform the support team in advance.

• If the reason for return is unknown and without an RA number, the storage period will be 7 days. Products that have exceeded the storage period will be returned by cash on delivery.

Warranty repairs

• We will accept cash on delivery only if you use Sagawa Express when returning the repair request. If you are forced to use a different shipping company for any reason, please pay in advance.
• In the case of remote islands such as Okinawa, we do not accept cash on delivery. The shipping fee is to be borne by the customer and can be sent using any shipping company.
• The shipping company's insurance cover for damage in transit, but please pack the product carefully to prevent accidents.
• As a general rule, Sound House will pay for shipping when repairs are returned.
• If the cause of the malfunction is judged to be incorrect operation or if there is no abnormality found in the product, we may charge a shipping fee and inspection fee.
• It is not covered by warranty if the light bulb / fuse is blown, consumable parts, smoke machine / fog machine is clogged, or the use exceeds the allowable input of the speaker.
• Please feel free to contact us for any other questions.

Repairs not covered by warranty

• Customers are responsible for shipping and repair costs.
• Upon completion, you will be charged for shipping and expenses, and the item will be returned after payment is confirmed.
• In the case of cancellation after repair, an estimated fee of 3,000 yen (not including tax) will be charged. Estimated fees may vary depending on the details of the inspection.
• If we do not receive a response regarding the repair estimate by the deadline for responding regarding the estimate, we will return the item cash on delivery.
• In the case of non-warranty repairs, there are cases where parts are ordered, so a longer repair period may be necessary depending on the situation.
• When sending repairs that are not covered by warranty, please choose any shipping company.
• Please make sure to pack the product carefully to prevent accidents & damage during transportation. In addition, we recommend that you insure your shipment against damage due to an accident during transportation.

Warranty for repaired products

• Basically repaired parts (replacement parts) are guaranteed for 3 months.
• There is no guarantee for any faults other than those repaired within 3 months.
• Contact issues for POT, jack, etc. is not covered by the 3-month warranty.

Storage of repairs

After the repair of the product, you will receive notice that the repair has been completed and the product is ready to be returned. If we do not hear from you, storage costs of 10,000 yen will be incurred if three months have elapsed from the date of completion of the repair or return preparation of the target product (including cases where the customer cannot be contacted).
In addition, if you cannot pick up the product after 6 months, we will dispose of the product using our designated method. In this case, the customer can claim the cost required for the storage period and the cost required for the disposal (including estimated fee, repair fee, shipping fee, disposal cost, etc.).

Support for domestic manufacturers and distributors

For manufacturers and distributors in Japan, support is provided by the manufacturer and distributor. Domestic products will be processed by the manufacturer and agency regulations after being stored at the sound house. The period and cost will vary depending on the product.