So your headphones have decided to act up. Maybe the headband snapped, a cushion tore, or one ear just gave up on life. Annoying, but not the end of the world. At Valco, we fix things – we don't chuck them in the bin. That's the whole point.
The return process is intentionally simple, because nobody wants to fill out ten-page forms just to get their headphones repaired.
Before you send anything
Don't just shove the headphones in a box and toss them in the post. We need a bit of info first so our repair crew in Kajaani knows what to expect.
- Send an email to info@valco.fi
- Tell us what's wrong – short and straight to the point is fine
- Attach a photo of the issue (doesn't need to be a masterpiece, just make sure the fault is visible)
- Include your order number, or at least tell us which site you bought from and when
- Mention the headphone model if you remember
We'll reply with the return address and any additional instructions. Usually this is sorted in a couple of emails.
How does the actual return work?
Once you've received our confirmation and the return address:
- Pack the headphones properly. The original box is best, but any sensible packaging will do. Just make sure they're not rattling around in a cardboard box like peas in a tin.
- Send the package to the return address. Use a shipping method with a tracking number – postal service, courier, whatever works. Without tracking, we can't trace the package if it decides to go on a European tour.
- Email us the tracking number. That way we know to expect the package.
Our repair team in Kajaani will inspect the device and fix it. Warranty repairs (24 months from the date of purchase) are free, obviously. If the fault is from normal use and the warranty is valid, you won't pay a single cent.
What if the warranty has expired?
We're happy to repair headphones even after the warranty period. In that case, you'll need a repair kit, which you can buy from our online store. The price depends on the extent of the issue. Same process though: get in touch first and we'll figure out together what makes sense.
If it's a case of ear cushions wearing out after over a year of use – that's not a fault, that's physics. Replacement cushions are available in our store.
Right of return vs. warranty return
These are two different things. If you bought headphones from our online store and want to return them because they weren't your cup of tea, you can do that within 30 days. A warranty return, on the other hand, is for faulty devices throughout the full 24-month warranty period.
If things aren't going smoothly
If you don't hear back within a couple of days or something else is bugging you, just send another message to info@valco.fi. Sometimes emails go astray, and that's never the customer's fault.
We'll get it sorted. After all, this is how we fund the Death Star – and you get working headphones back. Everybody wins.
