If a product fails within the warranty period (12 months warranty from purchase date + 12 months right of complaint), you should do the following:
Follow the link here to our return portal. Enter your order number and email address, select the item that is faulty and choose Complaint. Then simply follow the instructions on the page.
If you cannot find your order in the return portal against expectations, please follow the manual procedure below.
Send an email to info@soundstorexl.com with the following information:
1: Contact details
2: Order number
3: Product (possibly serial number)
4: Error description
Wait for our response regarding further procedure.
We will get back to you within 24 hours on weekdays.
Shipping Labels
If you need to send an item for repair, we encourage you to return it with GLS. You can order shipping labels in the webshop: click here
Repair Conditions
- The item must be sent securely packed and preferably in the original packaging.
- We pay the shipping costs associated with returning the item after the repair is completed (private customers only)
- We refund your shipping costs for sending in for repair if you use our Bring return shipping labels and if the repair is covered by the warranty or is eligible for complaint (private customers only)
- If the reported error is not observed, the error is due to incorrect use, or the error is due to a product other than the one sent, an investigation fee of DKK 400,- incl. VAT will be charged (to cover the service technician's time). The amount is invoiced and must be paid before the item is returned to you.
Repair of Pioneer DJ Equipment (Controllers, Headsets, Speakers, etc.)
Follow the link here: http://repair.pioneerdj.com/customer/claim/
Note:
1. Under "Country of Purchase" select "Denmark"
2. Under "Dealer Where Purchased" select "Music Group Denmark A/S"