So your headphones have decided to act up. Maybe the headband snapped, the padding tore, or one ear just gave up. Annoying, but not the end of the world. Here at Valco we fix things, we don't toss them in the bin. That's the whole point.
The return process is deliberately simple, because nobody has the energy to fill out ten-page forms just to get their headphones fixed.
Before you send anything
Don't just shove the headphones in a box and drop them in the mail. We need a bit of info first, so the repair guys in Kajaani know what to expect.
- Send an email to info@valco.fi
- Tell us what's wrong. Short and to the point is fine
- Attach a photo of the problem (doesn't need to be a masterpiece, as long as the issue is visible)
- Include your order number or at least which site and when you bought it
- Mention the headphone model if you remember it
We'll reply with the return address and any extra instructions. Usually this takes a couple of messages, tops.
How does the actual return work?
Once you've got confirmation and the return address from us:
- Pack the headphones properly. The original box is best, but any sensible packaging works. Just don't let them rattle around in a cardboard box like peas in a can.
- Send the package to the return address. Use a shipping method with tracking. Post office, courier, whatever. Without tracking we can't chase the package down if it decides to go on a tour of Europe.
- Send us the tracking number by email. That way we know to expect it.
Our repair team in Kajaani checks the device and fixes it. Warranty repairs (24 months from purchase) are free, obviously. If the fault comes from normal use and the warranty's still valid, you don't pay a cent.
What if the warranty's expired?
We're happy to fix your headphones even after the warranty runs out. In that case you'll need a repair package, which you can buy from our online store. It's a flat 69 €, no matter how bad the damage is. Same process otherwise: get in touch first, and we'll figure out what makes sense together.
If it's just normal wear on the ear pads after a year or more of use, that's not a fault, that's physics. Replacement pads are in our store.
Right of return vs. warranty return
These are two different things. If you bought the headphones from our online store and want to return them because they just didn't do it for you, you can within 14 days. That's the legal distance-selling right of return, and we cover return shipping within the EU. A warranty return, on the other hand, covers broken devices for the full 24-month warranty period.
If things get stuck
If you don't hear back in a couple of days, or something's still bugging you, just email again at info@valco.fi. Emails go astray sometimes, and that's never the customer's fault.
We'll sort it out. It all helps fund the Death Star eventually, and you get working headphones back. Everybody wins.
