Repair info summary

At Premium Sound, we understand that even high quality audio equipment can occasionally develop a fault. Thankfully, this is relatively uncommon in our industry, as the products we sell are built to high manufacturing standards and are generally very reliable. Even so, in the unlikely event that something does go wrong, we are happy to help.

While we are not a repair shop, we do assist with repairs and fault diagnosis for items that have been purchased directly from our store. If you think your product may have developed a fault, we recommend contacting us before sending anything in. A brief description of the issue, along with your order details and any photos or videos of the fault, can often help us advise on the best course of action and reduce delays. In some cases, we may be able to suggest simple checks first, such as cable swaps, settings checks, or setup adjustments, which can resolve the issue without the need to ship the item.

What we do here — and what we don't.

IN-HOUSE

We'll handle it on the bench

  • Fault diagnosis and bench testing
  • Replacing speaker drive units
  • Simple component exchange and re-soldering
  • Setup, configuration and connection issues
  • Final listening test before return
Referred

We'll send it to the manufacturer

  • Board-level and complex internal faults
  • Calibration and specialist alignment
  • Anything requiring manufacturer-only parts
  • Repairs safer handled under warranty
  • Jobs where transit risk outweighs the benefit

Our testing process

▍ WORKBENCH · CASE LOG STANDARD WORKFLOW
01

Receive

Received, visually inspected upon arrival, and logged with the reported fault.

02

Inspect

Functional testing — heat stress, damaged parts, loose connections, irregularities.

03

Repair

Repair attempted — if unsuccessful, the item will be sent to the manufacturer for further action.

04

Listen

Final listening test with real music on familiar bench equipment — channel balance, noise floor, image, anything off.

EST. TURNAROUND · 7–14 WORKING DAYS

Packing guide

Items are often sent to us without their original packaging. We strongly recommend using the best possible packing materials, with original boxes and inserts where you still have them, plus a second outer box on top.

If you're unsure how best to pack a product before shipping, please contact us first. We can advise on the safest approach for your particular item.

Transit damage is your responsibility. We cannot accept liability for damage caused in transit, if the item has been incorrectly or unsafely packed. The outer box may look fine while the contents shift inside and arrive damaged — proper internal protection is what matters most.
01

Use the original box

If you still have it, use it. The factory carton and inserts are designed specifically to support the product safely in transit.

02

Double-box if you can

Even with the original carton, a second outer box with extra padding adds critical protection — especially for heavier items.

03

Fill every gap

A strong double-wall outer box, with dense padding so the unit cannot move. Loose space is the most common cause of transit damage.

04

Wrap accessories separately

Cables, remotes, and loose parts wrapped on their own so they can’t shift inside the box and scratch or impact the unit.

TURNTABLES

Disassemble before shipping

  • Remove platter, counterweight, headshell, cartridge — pack each separately with padding.
  • Secure the tonearm in its rest with a soft tie.
  • Remove the dust cover and wrap it separately.
  • Never ship a turntable fully assembled without original packaging.
AMPS · RECEIVERS

Reinforce the base, protect the chassis

  • Strong double-wall box, generous corner padding, dense protective material.
  • Wrap the unit in a soft bag before bubble wrap to avoid finish marks.
  • Pack mains cable, remote and manuals on their own.
  • For heavy units, double-boxing is essential — the base must support the weight.
SPEAKERS

Protect cabinets, baffles, drivers

  • Use original cartons and foam inserts wherever possible.
  • Without originals: thick padding around the cabinet, extra over the front baffle and drivers.
  • Remove grilles and wrap them separately to avoid cracking.
  • Floorstanders need a box that supports the weight and prevents internal movement.

FAQ

We typically assist with repairs and fault diagnosis for items that have been purchased directly from our store. If you bought elsewhere, we may still be able to point you in the right direction.

Contact us first. A brief description of the issue, your order details, and any photos or videos of the fault help us advise on the best course of action and reduce delays. In some cases we can suggest simple checks that resolve the issue without shipping anything.

Most repairs are completed within around 7 to 14 working days. If parts need to be ordered, or the item has to go to the manufacturer, it can take a little longer. We will keep you updated throughout.

If we are unable to resolve the fault in-house, the item will be sent to the manufacturer for further action. We will always be honest about whether an in-house repair is the right route.

Please pack items using the best possible materials, with original boxes and inserts where you have them, plus a second outer box. We cannot accept liability for damage caused in transit if the item has been incorrectly or unsafely packed.

Need a hand?

Prefer to talk it through? Our team is on hand during opening hours and can usually review the competing listing on the spot.

Phone 020 3952 0950 Mon–Fri 10:00–18:30 · Sat 10:00–18:00 Email [email protected] Reply within the hour during opening times WhatsApp +44 20 3952 0950 Quick questions, photos, voice notes