Warranty

Every Vicoustic product has a three-year warranty. 

Here you can find the warranty conditions and instruction for claiming warranty of our products.

Conditions for Warranty

Visound Acústica S.A. (Vicoustic) products are subject to strict quality and shipping controls to ensure that they reach our customers in perfect condition.

Nothing in this warranty affects any statutory rights or remedies you may have as a consumer under applicable national or EU law; in the event of any conflict, your statutory rights will always prevail.

If your product presents any fault or defect, please contact your seller or local distributor or, if you purchased the product directly from Vicoustic (for example, through our online store), our customer support team using the contact details available at Vicoustic Contact Us page.

Visound Acústica S.A. warrants its products, under normal conditions of use, for a period of 3 years from the date of delivery to the end customer, without prejudice to any longer warranty periods that may be mandatory under the legislation applicable in each country. In addition to this commercial warranty, the consumer always retains all rights granted by law.

This commercial warranty only covers issues caused by material or manufacturing defects in products used properly by the customer. The company provides an adequate customer support service and will correct such defects or replace the products it manufactures, sells and distributes during the warranty period. In addition, the consumer always retains all rights granted by law in the event of lack of conformity of the product.

Replacements that occur after the date of delivery and during the warranty period specified above will not be charged to the customer, provided that the detected defect results from errors and/or defects in the manufacturing process, under normal conditions of use, and in accordance with the mandatory legal provisions applicable to warranties.

The following are excluded from this commercial warranty: incorrect or improper use; transport damage occurring after delivery of the product to the customer or during transport arranged by the customer; failure to comply with installation/assembly instructions or maintenance and safety rules; exposure of the product to excessive humidity or extreme temperatures; damage caused by impact or dropping; ageing; and alterations to the original product. Repairs carried out by any person or entity that is not an authorised Vicoustic representative are also excluded. The company provides an adequate support service and, in the event of a material or manufacturing defect, undertakes to repair or replace the product during the warranty period.

To make a claim under this warranty, the customer should, in principle, use, operate and test the product in accordance with the recommendations set out in the installation procedures and in the normal conditions of use described in the Installation Manual and Product Data Sheet, available on our website (vicoustic.com), it being understood that any failure to follow these recommendations will only affect the customer’s rights to the extent that such failure has caused or contributed to the defect.

The customer must report the fault to the seller/supplier, providing a description of the problem that is as detailed as possible, together with appropriate photographs. The respective receipt/invoice identifying the product and the date of delivery/purchase, or other suitable proof of purchase and delivery, must always be presented in order to validate the warranty. If the product was purchased directly from Vicoustic (for example, through our online store), contact our customer support team using the contact details available at Vicoustic Contact Us page. If you're a Vicoustic Distributor, Dealer or Reseller, you should use the complaints form available in your My Area menu.

The supplier or distributor must report the fault to our brand following the instructions for Claims. Complying with all instructions helps speed up the analysis and response to the claim.

This warranty does not cover differences between samples, promotional photographs or rendered models and the actual product where such differences are minor and within the technical tolerances indicated in the relevant product documentation. This warranty also does not cover small variations in product dimensions or colours, particularly between different production batches, provided that such variations are within acceptable manufacturing tolerances and do not materially affect the function, performance or essential characteristics of the product. This is without prejudice to any legal rights you may have if the product delivered does not correspond in a material way to the sample, description or advertising.

Where technically feasible, we may offer a chargeable repair or replacement service for any defects that are not covered by this commercial warranty or that occur after the end of the applicable warranty period. To use this service, please contact a seller or supplier near you or, in the case of products purchased directly from Vicoustic, our customer support team using the contact details available in the Contact Us page.