Something broke. Or maybe it broke all by itself, maybe it fell on the floor, maybe the dog even used it as a chew toy. Whatever the reason, this article explains how Valco’s warranty and warranty exchange work – and how to get your device fixed as quickly as possible.
We’re not one of those companies that say "buy a new one." Our headband headphones get repaired, and broken earbuds get replaced with working ones. Old earbuds don’t end up in the trash, they get taken apart for spare parts.
What does the warranty cover?
Valco’s warranty is 24 months from the date of purchase. It covers material and manufacturing defects – that is, situations where the device fails during normal use through no fault of your own.
Practical examples of defects covered by the warranty:
- One earbud suddenly stops working (won’t wake, no lights, no sound)
- The case battery swells or stops charging
- The Bluetooth connection keeps dropping even after a reset
- Sound crackles or cuts out without an obvious reason
The warranty does not cover damage caused by drops, water, pets, or from sitting on the headphones on the sofa. All of those are understandable, but you can’t blame the factory for them.
Before you contact us – try these
A large share of issues can be solved at home. You’ll save time and effort.
- One earbud doesn’t work: Do a factory reset. Put both buds in the case, open the lid, and hold the case button down for 5 seconds. This solves a surprising number of problems.
- Sound leaks or is poor: Try a different tip size. Memory foam tips seal better than silicone tips. Ear canals come in different sizes – even your own can differ between ears.
- An earbud doesn’t charge in the case: Check that there’s no protective film or dirt on the contacts. Clean the contacts gently with a dry cloth.
- Connection drops: Restart your phone, remove the earbuds from the phone’s Bluetooth list, and pair again after the reset.
If none of these help, the fault is likely real, and we’ll handle it as a warranty exchange.
How to handle your warranty claim
The process is simple:
- Send a message to info@valco.fi
- Tell us what’s wrong – short and to the point is enough
- Include a photo of the fault and your order number (found in the order confirmation)
- We’ll reply and provide the shipping instructions
- You send the earbuds to us
- Our service team checks the fault and sends you working earbuds
Under the warranty, the replacement is of course free of charge. You only need to take care of shipping it to us.
What if the warranty has expired or the fault is yours?
Unfortunately we don’t repair earbuds, and our repair service only covers VMK headband headphones. The headphones were dropped, the case cracked, a child decided to test the water resistance in a swimming pool: we understand, life happens. The insides of an earbud just aren’t accessible without it falling apart in your hands.
Still, get in touch at the same address, info@valco.fi, and we’ll figure out what can be done on a case-by-case basis. We’re happy to take broken earbuds back for spare parts, since we don’t throw headphones in the trash.
If that doesn’t help
If you don’t get a reply from us within a couple of business days or the situation is otherwise unclear, send a new message. Sometimes emails disappear into the digital void. We don’t ignore anyone on purpose – there’s just a small crew of us and sometimes the Death Star’s blueprints steal our attention.
Our headband headphones are made to be repaired, and earbuds get replaced with new ones. That’s the whole point: nothing ends up in the trash.
