Something broke. The headband snapped, an ear pad tore, or the headphones slipped onto the asphalt during a stroller run. That's life. Electronics break sometimes, which is why we have our own repair shop in Kajaani instead of a "throw them away and buy new ones" attitude.
Here's how to get your headphones fixed with as little hassle as possible.
What decides whether the repair is free?
Two paths:
- Warranty repair (24 months from purchase): If the fault is a material or manufacturing defect, we repair the device free of charge. All you have to do is send it to us.
- Repair package (out of warranty or self-inflicted damage): If your headphones took a fall, the dog chewed them or a tractor ran them over, it's not a warranty case. But we'll still fix them: you just buy a repair package from our online store (a flat 69 euros regardless of the fault).
The basic rule is simple: manufacturing defect = on us, mechanical damage = on you. In the grey area we're flexible, as long as you're honest about what happened.
How to proceed
- Take a photo of the fault. One clear photo is enough. If the headband is broken, photograph the break. If the sound cuts out, a description of the symptom will do.
- Dig out the serial number. You'll find it inside the headband or on the packaging. Your order number works too, if the serial number has worn off.
- Send a service request by email to info@valco.fi, the main thing is that we get a photo and your identification details.
- Wait for our reply. Our team looks at the case and tells you whether it's a warranty repair or whether you need a repair package. This won't take weeks.
- Send the headphones to Kajaani. Once we've agreed on the repair, you'll get instructions for shipping the device. Jasse and the rest of the repair team will handle the rest.
What if the device can't be fixed anymore?
Good question. Or rather, a relevant concern. If you've bought a repair package and it turns out the device can't be repaired, we don't keep your money. You get either a new device or your money back. We're not some casino house that always wins.
With a warranty repair it's even simpler: if we can't fix it, you get a working device instead.
If anything is still unclear
Drop us a line at info@valco.fi. Tell us the model, the fault, and attach a photo. The more information you give us up front, the faster things move, and we can skip the ten-message ping-pong match.
We repair, we don't throw away. That's what sets us apart from the big corporations who think 18 months is the natural lifespan of electronics. And every repair takes the Death Star one step closer to completion.
