Waranty Policy

Warranty Structure

Our warranty coverage is split into two different components and depending on the HIDDEN SOUND product:

  1. 12-month limited warranty coverage against manufacturing defects

  2. 24-month limited warranty coverage against manufacturing defects

Together, the limited warranty and our protection plan ensure owning a HIDDEN SOUND product is a smooth and easy process. In the odd event that issues do occur, we designed these policies to be generous and support our customers in getting the necessary help as quickly as possible. Please read on for further details.

 

The following are covered under 12 month warranty:
- HIDDEN ECO, HIDDEN EVO

 

The following are covered under the 24-month warranty:
- HIDDEN ARC

12 Month Limited Warranty

Warranty Scope & Eligibility

 

All HIDDEN SOUND SETS (sets), are covered with a limited warranty against manufacturing defects for a period of one year (12 months), starting on the day the set is received by the customer. This limited warranty coverage is only applicable in the following conditions:

  • Only the original purchaser (name listed on the shipping address) is entitled to the limited warranty coverage which commences on the day the set is received by the customer. The warranty period is terminated on the first day of the second year of ownership, or when the set is resold or transferred to another individual (warranty is by no means transferable under any circumstances).

  • The limited warranty is only applicable to the list of covered components, which includes the following:

  • Satellite speakers

  • Subwoofer with built-in amplifier

  • The warranty is applicable for the following components only if defects are reported within the first 15 days of use:

  • Cables

  • Connectors (Jacks)

  • Power Charger and Adapter

  • Bluetooth Antenna

If the defect is not reported within this period, the components will not be covered by warranty. Instead, customers will be able to purchase spare parts at wholesale price and will be required to cover any
associated shipping expenses. Any defect report must include an image or video, proving the existence of the defect. When a defective component is reported and the HIDDEN SOUND engineering team validates the existence of the defect, HIDDEN SOUND will, in its sole discretion, either:

  • Repair the defective component at an HIDDEN SOUND service centre (labour included)

  • Replace the defective component with a new component (free shipping and part included) 

IT REMAINS THE SOLE DISCRETION OF THE HIDDEN SOUND ENGINEERING TEAM TO DETERMINE WHETHER THE CORE COMPONENT OR SET ARE DEFECTIVE AND IF THEY ARE COVERED BY THE LIMITED WARRANTY.

Limited Warranty does not cover the following:

  • Normal wear and tear of any covered component

  • The cost or shipping of another set box (owners responsibility to keep the original box or purchase a new box if needed due to replacement or repair)

  • Damage or defects caused by negligence, improper assembly, modifications, accidents, misuse, improper tools, acts of god, failure to follow user manual/set up guides, water damage, improper cleaning solutions, improper maintenance (storage during hot or cold seasons for example), commercial use, unauthorised accessories, upgrades not sold by HIDDEN SOUND

  • Accessories or upgrades

  • Screws, loss of screws, stripped screws due to over forcing

  • Failures due to water damage, improper charging, power surges, after market chargers or lack of proper storage

  • Unauthorised service centre repairs or parts will not be covered if damage, failure or loss occurs

  • Any refunds or incurred costs such as loss of time, consequential, special, punitive or incidental loss, damage to personal property

  • Any product rusting, blemishes, loss of colour due to sun exposure over time of usage

  • Any orders that have received a chargeback and that are currently under investigation (until the resolution is solved, warranty will be voided)

  • Additionally, please note that any forms of harassment or aggression towards HIDDEN SOUND staff or HIDDEN SOUND certified technicians will not be tolerated and may result in your warranty being voided. 

Claims Process

  • HIDDEN SOUND WILL NOT PROCEED WITH ASSISTANCE UNDER THE LIMITED WARRANTY WITHOUT RECEIVING A VIDEO OR IMAGE SHOWING THE CLAIMED DEFECT FIRST.In order to effectively help you get the repair or replacement part needed, you must do the following:

  • Submit a Product Issue Request by contacting our support team by Live Chat or email at sales@hiddensound.ch. Then, our engineering team will review it and get back to you within one business day.

  • If the engineering team determines the component is in fact defective and needs replacement, we will send you the replacement part and written/video instructions on how to repair or replace the component. If you do not feel comfortable or do not have the time to do the repair yourself, you may use one of our repair centres (labour will be free of charge). However, the customer will be responsible for the shipping cost, taxes and obtaining a set box if not still in possession of it. Customers may also deliver the set to the repair centre themselves if desired. Contact us to identify the location centre nearest to you. To be clear, if your set faces a manufacturing defect after 30 days HIDDEN SOUND will not replace the set with a new unit. Rest assured that HIDDEN SOUND will cover the parts and provide instructions to get this back to working condition, but replacing the entire unit will not be an option. If your set does get replaced, note that the warranty coverage period does not get extended, but instead is carried over to the replacement unit and will end 1 year after the delivery of the original unit that was purchased.

  • THE SOLUTIONS ABOVE ARE HIDDEN SOUND’S SOLE AND EXCLUSIVE REMEDIES FOR ANY MANUFACTURE CLAIM ON LIMITED WARRANTY. HIDDEN SOUND IS NOT LIABLE FOR ANY DAMAGES OR LOSSES DURING THIS PROCESS, DIRECTLY OR INDIRECTLY.

 

Owner’s Responsibility:

 

As a purchaser and owner of a HIDDEN SOUND SET, we ask that all customers do their reasonable and standard due diligence before purchasing a set to understand the maintenance needs required for these machines. Digital sound systems will always require careful charging, care at transportation to avoid falls and hits, proper temperature and humidity in storage. Our A-Team is always here to help if you have any questions regarding maintenance - we always rather you ask than try it yourself. We also kindly ask to always keep your set box with you (you may need a repair or maintenance in the future and boxes
are expensive to ship). If any portion of your order is missing or not correct (a missing accessory or incorrect scooter sent), please message our team within the first 14 business days of receipt to get a free replacement.Disclaimer: Important to note, if the accessory or set is used within those 14 business days, HIDDEN SOUND will not be able to exchange the product for you but offer a refund to match the items received. For any questions or comments, our team is always here and happy to help sales@hiddensound.ch .