frequently asked questions sound x shop

Sound X Shop Frequently Asked Questions

I Just Placed An Order, Now What?

Once your order has been placed, you will receive an email as a confirmation that we have received your order and payment.

Sound X Perience will then process your order, package your items and contact our couriers. Once we have your order processed and ready to be sent out, we will contact you regarding your delivery and present a proposed delivery time from our courier.

We will also supply you with a tracking number via WhatsApp to ensure that you know when to expect your delivery.

We do try to be as seamless in this process as possible, but please do make exception for special times such as Black Friday, Christmas, New Years Day, Other Public Holidays where due to order volume there may be a slight delay in processing.

How Long Does Delivery Take?

Once your order has been placed and paid for, you can expect delivery of your order within 3-7 days. 

While this is our commitment to you, there are a few exceptions. We are reliant on couriers to deliver our orders outside of Gauteng, therefore we must ask that you make exceptions for orders placed around busier periods such as Black Friday and Christmas. Please also take into account that there may be delays during long weekends, public holidays, and such.

Our team will be in contact with you and provide you with a tracking number once your order has been processed that you may keep an eye on the progress of your delivery.

Are Your Products Authentic?

Yes! We DO NOT deal in or supply cheap knockoffs of the brands we carry. We supply authentic brands at great prices. If you see a great deal on an item, you can be assured that you will receive an authentic product with a full warranty.

Are Your Products Second Hand?

Unless otherwise stated that a product is a demo or trade-in model, you can rest assured that you will receive a brand new item in it’s original packaging with the full warranty provided by the brand.

Do You Offer Trade-Ins?

Yes! We do offer trade-ins on certain brands and models, but only on high-end audio. Our quotation on trade-ins is dependant on the brand, model and condition of your system.

Why Should I Buy From Sound X Shop?

Professional Advice.

When you want to buy something from our online store, we want to ensure that you get the best solution for your budget. Sound X Shop offers you professional advice from real audio experts via email, WhatsApp or over the phone. Contact us today – 082 322 5903.

 

Your Favourite Brands At The Best Prices.

We pride ourselves on offering you high-end audio at affordable prices. Contact us today for the best deal – we will do our best to match or beat any written quotation.

 

Speedy Delivery

We offer quick delivery. You can expect delivery in roughly 3-7 days depending on when your order was placed. Quite often, we aim to beat this time frame so that you can enjoy your purchase sooner!

 

100% Satisfaction

At Sound X Shop we want to ensure 100% satisfaction, from user experience, customer service, delivery to satisfaction with your purchase. Please contact us should you have any frustrations or concerns, we are here to help!

How Does The Exchange Process Work?

Had a change of heart?

If you’ve changed your mind and would like a credit for a product, you can return it – provided the product meets the above-mentioned requirements. We will collect the product from you. Once we have inspected the product and validated your return, we will refund you with the purchase price of the product (excluding the shipping price), within 10 days of the return.

Exchanges

If you wish to exchange your product, we will collect the product from you and deliver the requested product to you at no handling charge, however, there will be a courier charge. If such variation is not available, we will refund you with the purchase price of the product within 10 days of the return. All the above conditions of returns would still apply. There will also be a courier fee on all exchanges, which is subject to your area of residence.  This amount will be quoted when you request your exchange.

How Do Returns Work?

Return Procedures

Please ensure the product being returned meets the following requirements:
Ensure your products are safely and securely packages again for protection during transit;
Clearly mark your return with your original order number on the outside of the parcel; and include all accessories and parts that were sold with the product.
Return all items with the original packaging.
Failure to adhere to any of these requirements could delay the processing of your return or result in its decline altogether.

Returns

You can return an unwanted product to us, with only the shipping charge applicable. To return unwanted products, please ensure:
The product is undamaged and unused, with the original labels and stickers still attached;
The product should still be in its original packaging, which must be undamaged and in its original condition with all seals still intact (if possible).
The product cannot have any missing any accessories or parts;
A return must be logged within 30 days of delivery to you or collection of the product by contacting us telephonically or via email. After 30 days, you can only return a product if it is defective, if the item is still under warranty.

There will also be a courier fee on all returns, which is subject to your area of residence.  This amount will be quoted when you request your return.

Can I Exchange Or Return My Headphones Purchase?

In short, the answer is no for hygiene reasons.

Headphone Returns

We do not allow the return of headphones for hygiene reasons.  All in-ear, on-ear & over-ear headphones are not available for return.

Headphone Exchanges

We do not allow exchanges of headphones for hygiene reasons.  All in-ear, on-ear & over-ear headphones are not available for exchange.

 

I Received The Wrong Order, Now What?

Received the wrong order?

If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or refund you with the purchase price of the product within 10 days of the return.

I Just Received My Order & My Item Is Damaged, Now What?

Damaged Products

Should a product be damaged at the time of delivery, kindly notify us telephonically or via email, within 7 days of the delivery. These damages exclude misuse from negligence or incorrect setup once the product has been delivered (as stated below under “faulty products”).

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

I Plugged My Item In & It's Faulty, Now What?

Faulty Products

Unfortunately technology fails us from time to time and out of box failures/defects do happen from time to time.

The following will NOT be regarded as faulty/defective products and will not entitle you to a return:
Any faults resulting from normal wear and tear;
Any damage arising from negligence, user abuse or incorrect usage of the product;
Damage arising from electrical surges or sea air corrosion;
Damage arising from a failure to adequately care for the product;
Damage arising from unauthorized alterations to the product;
Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you; and/or
Signs of handling and/or repackaging.

Address

149 Monument Road, Aston Manor, Kempton Park

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