My item has developed a fault, what shall I do?
In the unlikely event that your product develops a fault, please contact the customer care team with the information below:
- 1
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Order number/Name on the order
- 2
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Product at fault
- 3
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Description of the fault - please don't forget to send us supporting images/videos at we'll need this to start a case
Email: info@smarthomesounds.co.uk
Phone: 0800 677 1100
Note: For Sonos products, you can submit a diagnostic with Sonos - who will then be able to remotely analyse the unit to detect what the fault is and if there is a remote fix they can offer.
If you're not sure how to submit a diagnostic, please check out the link here: How do I submit a Sonos Diagnostic check?
What happens from here?
- We will run through some basic troubleshooting with you this can take a maximum of 20 minutes.
- If the troubleshooting fails, we will send you all the info you need so you are able to send the item back.
- Once the item is back with us, the returns team will test your order - in most cases this can take 5-7 working days, though we will endeavour to work through returns as quickly as possible.
- Once the fault has been replicated we will action the brand's warranty process.
- Great news! You're now back up and running!
We will endeavour to keep you updated where possible.
Any goods that develop faults within their warranty period, mean you're entitled to a repair or replacement under the terms of that warranty.
Please note, that if your product is out of warranty, while we will not be able to offer any repairs or replacements, we may still be able to offer advice and help, so feel free to get in touch with the team.
Packaging note: If you're outside the 30 days Listen Better Promise, we understand that not everyone has the original packaging. In this case, we ask you please ensure the product is packed as safely as possible. Any damages incurred during transit due to poorly packed products may void the warranty.