My Sudio product is defective, what should I do?

It's a real shame when that happens, and our Service team is always here to help.

If your Sudio product has a defect that is likely to have been caused due to production error, please contact us as soon as possible after the defect is detected. 

The warranty claim process is the same regardless if it is the standard extended warranty of 12 months or the Sudio Sphere extended warranty of up to 18 months. 

Assessment and troubleshooting

Our Service team will perform the assessment in the channel you contacted us through, whether it is through the Support button on the website, email, or live chat. From there, a support case will be created where you can follow up on the progress. 

To properly assess the cause of the defect, our Service team may request some information, including (but not limited to):

  • Photos/videos that demonstrate the product defect
  • A description of how the issue was detected and how the product has been used
  • The product's serial number

If the issue is determined to not be caused by a production defect and could possibly be resolved through technical support, our Service team will offer you user-friendly and safe methods of restoring the product to its functional state, whenever possible.

If a manual assessment is required, our Service team will provide you with instructions on how to return your defective product to our Service Center. 

If you do not provide any requested information or respond to the case, it will auto-resolve after a few days of inactivity. However, you are still able to resume the support case or create a new one at any time. Kindly note that we reserve the right to deny the claim if you resume the case after the warranty period has ended.

Claiming your warranty

If the defect is confirmed to be covered by your warranty, you will be required to provide proof of purchase.

  • For Sudio.com, proof of purchase includes any details (order number, email address, recipient name, etc.) that are necessary to locate the original order.
  • For Sudio products that were purchased through a retailer, a copy (screenshot or photo) of the original receipt is required. The item name and purchase date must be clearly visible.

Additional Conditions:
This warranty does not apply to items purchased second-hand unless accompanied by the original sales receipt.

Warranty claims for products purchased through auction houses are not eligible.

 

If the warranty claim is approved, you will be offered full compensation in the form of either a new product of the same model, a similar model (in terms of price and/or features), or a repair. The compensation is depending on services and products available in your market but will always reflect the value of the original purchase.

For more information about what is covered under your warranty, click here

If the claim is not approved, as in the defect was not caused by a production error or the warranty period has expired, you may be offered to replace the product at an additional charge. 

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