Frequently Asked Questions

This area is dedicated to you, find here all your most frequently asked questions and responses stored by thematic.
You have a question? Check if the answer is not here already, otherwise submit it by clicking here.
If your question concerns a specific product, we invite you to contact our customer service at +33 1 80 38 38 38 or write an email to uk@sonovente.com

Summary

  1. Sonovente.com
  2. How to order on SonoVente.com
  3. How to pay my products
  4. Shipping and delivery
  5. Warranty & product return
  6. Security and privacy
  7. Technical questions




1- SonoVente.com: Who is SonoVente.com?

Established in 1997, SonoVente.com is today the mail order French specialist of PA equipment, deejay, lighting, home studio and musical instruments. SonoVente.com today is made up of 50 sound lovers who work daily to put all their know-how and passion to ensure your satisfaction.
You will find on our website the largest choice with the lowest prices: 300 brands, 40 000 products to meet your needs according to your budget, your desires, whether you are amateur or professional.You can also come at our store located at the doors of Paris (Palaiseau 91) to try the products you want (more information), be advised or be trained in live by professionals.
A pick up Point is at your disposal to come and pick up you orders (more information)


How to come at SonoVente.com Store / Pick up Point?

Address: 7, avenue du 1er Mai 91120 Palaiseau, France (15 minutes from Paris)
GPS coordinates: N 48°42.684' - E 2°15.427'
Phone: +33 1 80 38 38 38
Opening hours: 9AM to 7PM non-stop

To come:

- From Paris: Follow Palaiseau on A6 highway, Continue for 10km, then take A10 for 1.6km, leave at the Palaiseau exit.
- From south of France : Take the national road N104, then A10, leave at the Palaiseau exit
- By RER : RER B/RER C, Massy Palaiseau stop, then Bus n°199 (5 minutes), Cosmonaute Stalingrad stop
- By TGV: TGV to Massy Palaiseau, then Bus n°199 (5 mnutes), Cosmonaute Stalingrad stop.

 


Store / Pick up point: Which difference?

The SonoVente.com store allows you to see, try and compare products, be informed by our advisers specialized in each area. Showrooms for DJ, sound system and lighting are also at your disposal. You are not forced to order on internet or by phone beforehand to come and pick up your products. You can come directly, choose the products you want and go back with them. Otherwise, after having paid by internet, you can come get your products (an SMS is sent to prevent you of the availability of your products, you will have 15 days to get them at our store). (How to come at our store?)

The pickup point, attached to our store, allows you to pick up your products directly after having bought them in our store or by internet if the product is available immediately. When a product is not available immediately whereas you already bought it on internet or by phone with our customer service, you will receive an SMS that notifies you its availability. After receiving this SMS, you will have 15 days to come pick up your order.  (How to come at our store?)
Do not hesitate to get information about the availability of a product by calling our customer service at: +33 1 80 38 38 38 or write an email to uk@sonovente.com


Opening hours

The store and the pickup point welcome you from Monday to Saturday from 9AM to 7PM non-stop. Our customer service is available at +33 1 80 38 38 38 from Monday to Saturday from 9AM to 8PM.


How to contact an adviser or general services

You can call the +33 1 80 38 38 38 from Monday to Saturday from 9AM to 8PM or write an email to uk@sonovente.com for a general question. For every question associated to emailing, communication, website, etc. please ask it to uk@sonovente.com.


What am I going to find at SonoVente.com store?

SonoVente.com store offers you a large range of PA equipment, deejaying, lighting, home studio and musical instruments. More than 12 000 m² of product in stock, 300 brands, 40 000 references, 50 advisers at your disposal, one DJ showroom, one lighting & PA showroom, keyboard, drum and guitar areas, …Do not hesitate to contact our customer service at +33 1 80 38 38 38 in order to know the availability of the product you want in our store.

Will I find all the products of your website at your SonoVente.com store?

You will find in our store the most requested products and bests sellers in every category (PA equipment, deejaying, lighting, home studio and musical instruments and accessories). We put at your disposal a wide range of products to allow you to choose according to your tastes, needs, expectations, budget, …SonoVente.com has 40 000 references and 300 brands on its website; we offer you the possibility to order or reserve your product online and to pick it at our pickup point (How to come at the pickup point?) located at the same address than our store: 7 avenue du 1er Mai, 91120 Palaiseau, France. (How to come at the store?)

Is it possible to rent products or sell/buy second-hand equipment?

SonoVente.com is specialized in the sale of new equipment and doesn’t offer rental services or second-hand equipment. However, you will find in our store a B-stock area which gathers all the products with a slight visual defect as a missing packing, the repackaged product that work perfectly, demo products, …All these items with discount prices ! This area is located at our store: 7, avenue du 1er Mai 91120 Palaiseau, France.
If you want to have more details about B-stock we invite you to call our customer service at +33 1 80 38 38 38 or to write an email to uk@sonovente.com

 

I would like to participate at the improvement of the store and / or its services?

You have an idea that could improve the Store and/or services of SonoVente.com? Thank you to fill the form directly (click here) or write an email to uk@sonovente.com.
SonoVente.com puts your satisfaction at the heart of its priorities. Your pleasure and your expectations, your needs really matter to us, that’s why we stay constantly listening to your requests.
Feel free to express yourself and help us optimize your customer experience on SonoVente.com.

 

 

2 - How to order on SonoVente.com

To order on SonoVente.com, it’s child’s play. You just need to choose the items you want, add them into your cart, create a customer account, validate your cart, choose the delivery and payment method you prefer, pay your items and wait for the delivery or pick up your products at our pickup point (How to come at our Pick up point ?) depending on your initial choice. (cf. Shipping & delivery).
You also can call our customer service at +33 1 80 38 38 38 to place an order directly by phone.

How to create an account?

To create an account, you just have to go to this page: “Create a customer account” or access this page directly from the Homepage. You also have the possibility to create an account by phone with our customer service at +33 1 80 38 38 38 before placing an order with an adviser.

How to modify my password?

At any time, you will be able to modify your password through your customer area by login in from the homepage of SonoVente website or by going on this page: “go to my customer area”
You will also have the possibility to change your delivery and billing address, email, etc.

I have lost my login or password, how to get back them?

If you have lost your password, use the link “Forgotten password?” located on the login page that connect you to your customer area:  “Go to my customer area”, an email will be sent immediately.
If you have lost your login or if you have any issue, do not hesitate to contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

Can I own several account with the same Email address?  

Your email address is unique and affected to one single account. To create a new account, you will need to use a new email address. However, you will have the possibility to change your billing address as often as you want and to add the delivery addresses you want in your address book.

How to search an item?

A search engine is located at the top of each page of the website. It allows you to find easily the products you are looking for by typing your request. You also can search by brands or product category, subcategory is possible as well, in order to facilitate the access to the product you want.
If you don’t find the item you are looking for, feel free to contact us at +33 1 80 38 38 38 or uk@sonovente.com.

 

How to know the availability of products on SonoVente website or at the store?

Availability statut :

In stock


SonoVente.com, the 20/07/2019 05h, has 164704 products in stock with more than 300 brands. When you place an order before 4PM which has only products in stock at our store, it will be shipped the same day.


Limited stock


This mention informs you that the quantity in stock is very low. In case where you would like to buy several same products, do not hesitate to call our customer service at +33 1 80 38 38 38 in order to check the availability


Out of stock


SonoVente.com offers you the latest products, the latest novelties. Usually, these novelties are already on our website, but it’s possible that they cannot be delivered by our suppliers and manufacturers immediately. You can preorder these products in advance in order to pay the price fixed on our website. Moreover, it can happen that the products are temporarily undeliverable. These products have the mention “Out of stock”. Upon receipt of these products at SonoVente.com, the state will turn into “In stock” and will allow you to be delivered under 24 hours concerning an order placed before 4PM.


Delivery within X days


SonoVente.com always try to order, the same day, the products out of stock. The delivery times of our suppliers are fluctuating. Each product indicates the delivery time. Caution: this is an average delivery time calculated on the 120 last days.

Our delivery times are reliable and fast:express delivery, standard delivery, etc. (Details Here)
For any question about the availability of a product in our store, do not hesitate to contact our customer service at +33 1 80 38 38 38 or write an email to uk@sonovente.com.

I would like to order a product on SonoVente.com but I cannot find it. Can I propose you a reference / item unlisted on your website?

Despite our 40 000 references, it is possible that the product you want is not listed on our website yet. Contact us, we will propose you this product at the best price (click here) or write us an email to uk@sonovente.com.

Can I trust of availability status of products on your website? Is it updated in real time?

You can totally trust the availability of products on our website because it is updated in real time. However, it can happen that sometimes your order is placed just before that the status changes because of the time requested for the update. In that case, you will be obviously warned by email about the new availability status of the product you have ordered.
For any question, do not hesitate to contact our customer service at +33 1 80 38 38 38.
Check the availability status: Here

I have found an item less expensive elsewhere, is it possible to have the same price?

At SonoVente.com, we offer you all our products at the best European prices. Our product managers check the web daily to guarantee to you the best price. If you find a product less expensive elsewhere, contact our customer service at +33 1 80 38 38 38 or write an email to uk@sonovente.com and we will do everything to offer you the same price.

 

If I don’t find an item on your website, can I still order it?

Because the satisfaction is at the heart of our priorities, you can suggest us references that you would like to see on sale at SonoVente.com by filling this form (Click here) or by writing an email to uk@sonovente.com

Can I order by phone?

Our customer service is available to take your orders at +33 1 80 38 38 38 from Monday to Saturday from 9AM to 8PM non-stop. You can also call us if you need answers about a product of if you need to be oriented. We will take in consideration your needs and your budget in order to suggest you the product made for you.

Do I have to create a customer account to order?

You can create a customer account from our website (Create an account) or by phone with our customer service at +33 1 80 38 38 38 in order to order on SonoVente.com.
This step is important because it allows us to have the essential information related to the delivery of your products. Moreover, creating an account is useful to access to your customer area. You will have the possibility to track your parcels, your order history, edit an invoice, modify your information… (Go to my customer area)

What are the benefit to have a customer account?

Creating an account give you access to your customer area. You will have the possibility to track your parcels, your order history, edit an invoice, modify your information… (Go to my customer area)

Where can I see my order history?

You can check your order history through your customer area at any time. Log in by going on this page (Click here).

Is there an order confirmation sent once I have placed my order?

To ensure transparency, a confirmation by email and/or SMS is sent to you at each step: order confirmation (email), payment confirmation (email) and departure of your parcels from our warehouse (SMS or email).
For any question, we invite you to contact our customer service at +33 1 80 38 38 38 or to write an email to uk@sonovente.com.

Why have I not received an order confirmation?

 

If you have not received an order confirmation, it is maybe because your payment has not been validated or not correctly validated. The email might arrived into your spams or your email address is not correct. To be sure, feel free to contact us at +33 1 80 38 38 38 or uk@sonovente.com.

Do my data remain confidential? 

SonoVente.com uses secured platforms in order to guarantee the confidentiality and protection of your personal data. We do not practice database exchange and we do not sell you data to third parties or partners.
Your data are only forwarded to our carrier to facilitate the delivery of your parcel.

Personal data protection

Pursuant to the law on Computer Technology and Freedom of January 6th 1978, you have a right to access, modify, rectify and delete data concerning you. You can exercise this right by sending a mail at this address:

 

SonoVente.com
BP 30104
91123 Palaiseau cedex 
France

You can also consult or modify your personal data through your customer area (Click here).
Through us, and with your agreement, you can receive commercial offers from SonoVente.com by mail or email. If you don’t want to, you just have to write an email to uk@sonovente.com or to send a mail to SonoVente.com BP30104 – 91123 Palaiseau Cedex, France.
The automated processing of personal data on SonoVente.com website has been declared to the National Commission for Data Protection and Liberties (CNIL France) under the number 1486648 v 0.

Is it possible to cancel my order?

For every order cancellation, please contact as soon as possible our customer service at +33 1 80 38 38 38. It is of course possible to cancel it as long as it has not yet left our warehouse; therefore, all depend on the state of your order.

Can I modify an order already paid?

You can modify an order already paid but it depends on its state; you cannot modify your order if it has already left our warehouse; In any case, contact our customer service as soon as possible at +33 1 80 38 38 38.

Am I able to see the remainders of my order?

You can consult at any time your order processing through your customer area (Click here) and check if there are remainders. You also can contact our customer service by clicking (Click here), by calling +33 1 80 38 38 38 or by writing an email to uk@sonovente.com.

As a professional customer, can I get a special discount?

We invite you to contact our customer service at +33 1 80 38 38 38 or to write an email to uk@sonovente.com. If you are a dealer and you have a K-bis, SonoVente has a special department to supply the professionals, so don’t hesitate to call us!

Get an invoice

You can edit your invoices at any time through your customer area (Click here)

I want to have a quotation, how can I do?

For every request for a quotation, contact our customer service at +33 1 80 38 38 38 or send an email to uk@sonovente.com.

 

How long is my quotation valid?

Except special mention, your quote is valid 30 days. To turn a quote into order on SonoVente.com, you just have to click on the “order” button of the quote received by email, then click on “validate your cart” on your customer area.


Modify my billing and delivery addresses

You have the possibility to modify by yourself your personal data through your customer area (Click here). This way, you will be able to change your billing and delivery addresses, your email address and other information by yourself, to simplify the procedure.

 

How to follow the status of my order?

You can follow the status of your order directly from your customer area (Click here) or by clicking the link sent by email that allows you to follow the delivery step by step.

 

Where can I find an answer to my question about an item?

If you have a question on an item and you cannot find the answer in our FAQ at the “technical question” section (Click here) contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

Why do the prices change as often?

SonoVente.com guarantees the lowest prices of the market and your favorite products at the best price through constant competitive intelligence conducted by our product managers who track the web to offer you the best price of the market!
The prices of items fluctuates almost daily (especially for very popular products) on the SonoVente.com website to adapt to the prices applied by the market and the manufacturers. That’s why we strongly advise you to take advantage of reduced prices when you have the opportunity because we cannot predict the duration and the maintaining of these prices.
If you find cheaper prices elsewhere, SonoVente.com will proposes you the same price. You just need to contact us by email at uk@sonovente.com , by phone at +33 1 80 38 38 38 or by form (Click here). You can find all our promotions, offers, flash prices, novelties and exclusivities by going on Sonovente.com website, by following us on Facebook, Twitter and Google+ and through our newsletters (%%NEWSLETTER%%).

 


 

3 - How to pay my products

 

What are the different methods of payment?

3 methods of payment are available for your purchases: credit card, Paypal, American Express and Bank transfer. To place an order, you can pay directly from our website through a secured space, by phone with our customer service at +33 1 80 38 38 38 or at the store with one of the payment method available.

Is it safe to pay online?

SonoVente.com uses the first global system of security (SSL). This system scrambles you bank details, therefore the fraud cannot happen.
Your payments are collected by the “Crédit Agricole”. Moreover, the insurer 3D secure (by BNP bank), guarantees all the transactions by credit card. The debit made by SonoVente.com has the mention “MSC” on your bank account.

Can I pay my product directly at the store? How can I pay at your store?

You can of course choose your product at our store and pay it directly over there. Either the product is available immediately: you pay it at the store and you pick it at the pickup point (Store and pickup point located at “7 avenue du 1 Mai, 91120 Palaiseau, France”) or the product is not available immediately. In that case, you pay it at our store and you come pick it when it is available. To warn you, an SMS is sent to tell you that your product is arrived at our store. You will have 15 days to come pick up your product. First go to our store before taking your product at our pickup point.

At the store, you have several methods of payment: credit card, American Express or cash.

My payment has been refused, why?

- Check the limit of your credit card

- Check if you entered correctly the digits of your credit card

- Maestro & Electron credit cards cannot be used on SonoVente.com website

How to know if my order has been taken into account?

To check if the order has been taken into account, you must have received:

- The order confirmation email
- The payment confirmation email

If you haven’t received these two emails, there is a risk that your order is not placed. To be sure, contact us at +33 1 80 38 38 38.

Following a change of an item in my order, how can I manage the amount of the difference?

You can modify your order as long as it doesn’t has left our warehouse. To do that, you just have to contact our customer service at +33 1 80 38 38 38. If the new item is less expensive, we will refund you the difference. If the new item is more expensive, you can pay the difference by credit card with our customer service or by bank transfer.

What are the bank details of SonoVente.com?

Here are our bank details:

Bank Name: HSBC FR MASSY

Bank Code: 30056 //

Sort Code: 00710 //

Account Number : 07100139376 clé 57

IBAN: FR76 3005 6007 1007 1001 3937 657

BIC/Swift: CCFRFRPP


 

4 - Shipping and delivery 

What are the delivery times and carriers proposed?

Reliable delivery times from 24h to 5 days, free shipping in UK over 199€ spent

Depending on the method of delivery you choose, you can be delivered the day after or 5 days after having placed the order. Here are the carriers offered for the delivery to UK:

- Chronopost Eco (3 to 5 business days) : 10 euros or FREE for orders over 199 euros (with a weight lower than 30kg and normal dimensions)

- Chronopost Express (24 hours) : Depends on the weight and dimensions of your order (with with a weight lower than 30kg and normal dimensions)

Can I track my parcel after shipment?

You can follow the status of your order directly from your customer area (Click here) or by clicking the link sent by email that allows you to follow the delivery step by step.

Which items are concerned by the freight shipment?

The items with weight over 30kg or with non-standard dimensions are shipped by a specific department of TNT, either by parcel or by pallet within 3-5 days

My order is delayed, why and how can I know its status?

If your order is delayed, this may be due to weather conditions in winter such as snow or ice on the roads, a replenishment delay due to a more important demand on an item than expected, intense activities during feast days, …
In every cases, do not hesitate to contact our customer service at +33 1 80 38 38 38 to have information about the status of your parcel or consult it directly through your customer area (Click here) in the tab “Order tracking”.

Can I pick up my order at the store?

You can of course pick your order directly at our store if it is ready. You can know it by consulting your customer area (Click here), by calling our customer service at +33 1 80 38 38 38 or after reception of an email or SMS from us telling you the order is available at our store. Store and pick up point address: 7, avenue du 1er Mai, 91120 Palaiseau France.
It is also possible to pay your order directly from our website or by phone with our customer service to reserve your product(s) and to come pick it (them) directly at the pickup point when they are ready.
To take your products, you will just need to bring an ID. If you are unable to come at our pickup point and you want to have them removed by a third party, it must be equipped with:
His ID and yours. A delegated authority letter signed by you and notifying each of the names and first names.
You can also pay directly at our store and pick your product at our pickup point if it is available immediately.

What to do if I receive a damaged parcel?

Before signing, you first have to check the outward appearance of the parcel in front of the delivery man. If the parcel is open or damaged, unpack it and describe precisely the damages and the missing products on the delivery receipt that you sign with the mention « Refused for deterioration » (example: « refused for deterioration: Loudspeaker damaged on the top left corner »). No need to check if the product works.
Make also a statement to SonoVente.com under 48h by sending an email to uk@sonovente.com.
Valid reserve = exchange possible
The mention “subject to unpacking” is not enough and doesn’t has legal value for carriers.
The parcel will be returned to SonoVente.com. Upon receipt of it, SonoVente.com sends you a new product. If you doubt about the state of the parcel and the carrier doesn’t want you to check it, you need to ask him to drop it in a pickup point in order to check the content of the parcel on site. Caution: If you ask for a deposit in pickup point, don’t sign the delivery receipt.

What happens if I’m not here for the delivery?

The delivery man leaves a notification in your mailbox: you just have to go to the pickup point indicated on the delivery notification. You can also track your parcel with the tracking number sent to your email address or contact the carrier with that tracking number.
Warning: If the delivery man tried to contact you by phone and left you a message, it’s a form of delivery notification.

I have received a parcel tracking number by email but when I click on it I have no information

SonoVente.com sends you by email a link to track the delivery of your package. If the link doesn’t show the tracking, it is maybe because the carrier has not took in charge or flashed your parcel yet.
If the day after, your tracking number still shows no information about the delivery, please contact our customer service at +33 1 80 38 38 38.
In case of multiple shipments, be aware that only one parcel can be tracked because the others have been gathered under the same tracking number.

What time shall I be delivered? Can I choose a delivery time slot?

The carrier doesn’t have a fixed delivery time slot, he will deliver your packages in a time slot set by the shipping method chosen. If nobody is here while he comes to your address, a delivery note will be put in your mailbox indicating that the carrier has put your parcel in a pickup point, for the professionals; the delivery note will indicate the new delivery of your parcel.
You cannot set a precise hour for your delivery because it depends on the carrier.

One or several products are missing after delivery

Some products can be sent at different times so that you receive the products available as soon as possible. We recommend you to check the invoice attached to your parcel to know if all the products you have received are on it. If the product you are waiting for is not in your invoice, you will receive it later. For more information, contact our customer service at +33 1 80 38 38 38.


 

5 - Warranty and product returns

What is the warranty on items?

The warranty period of each product is notified on the product sheet and depends on each reference.
Some products as the cables, lamps, fluids, subwoofer and tweeter or flight cases, are guaranteed just in case of manufacturing defect because they are subject to wear through use or consumable products.
In every cases, the warranty period varies from 1 year to lifetime depending on the brand.
For any question, feel free to contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

Can I return my order?

Yes, you can return your order within 30 days after having received it (withdrawal period)
More information below.

What is the withdrawal period? Which items are excluded?

The withdrawal period allows you to change your mind starting from the date of receipt within 30 days.
You have changed your mind, the gift is no longer appropriate, you made a mistake? We offer you a “satisfied or your money back” warranty of 30 days*.
You have 30 days to return your product and exchange it with what you want or be refunded.
Warning, customized and custom-made products (trussing, cable per meter), product related to hygiene issues (earphones and headphones), software (if the activation key has been used) and products subject to wear through use as subwoofer and tweeter for instance, are excluded from this “satisfied or your money back” warranty.
*For more information about this withdrawal period, consult our terms & conditions. Click here.

What do I have to do if I have received a defective product?

You can send us back the defective product at our after-sales service:

SonoVente.com
BP30104
91123 Palaiseau cedex
France

Your product must be returned with a covering letter that describes the breakdown. As soon as we receive your product repaired by the importer, we will send it back to you at our expenses.
For any additional information, please contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

What do I have to do if my product is defective during or after the warranty period?

During the warranty period, you can send us back the product at our after-sale service at this address:

SonoVente.com BP30104 91123 Palaiseau Cedex, France

Your product must be returned with a covering letter that describes the breakdown. As soon as we receive your product repaired by the importer, we will send it back to you at our expenses.
After the warranty period, you will also have to send us back your defective product at the address above. The product will be took in charge by the brand which will send you a quotation after the diagnosis of the breakdown. You can accept or reject the quote knowing that in case of refusal, the brand will have the right to claim the value of an hour of labor for the expertise of the product.

For any additional information, please contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

In case of a return for a defective product, do I have to pay the shipping costs?

We invite you to contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com.

Is it possible to exchange my product with a new one?

It is possible to exchange your product within 30 days after having received it (cf. withdrawal period)
More information HERE.


What do I have to do if I have received a product I didn’t order?

Please contact us directly at +33 1 80 38 38 38 or uk@sonovente.com. We will send you by email a return label in order to take in charge the expenses of the return.

Can I be refunded if I send you back my product?

We invite you to contact our customer service at +33 1 80 38 38 38 or uk@sonovente.com in order to establish a credit valid for a period of one year.

Procedure for return

Here is the procedure to follow (the return label step is only valid if you have received it. It is only sent in some cases):

- Wrap the parcel with a plastic film (example : garbage bag)

- Cut the return label along the dotted lines

- Tape it on the plastic film and not directly on the parcel

- Take care not to bend the bar codes

You can drop your package at the post office, at a Chronopost agency or at Chronopost pickup point in your area.

As indicated in our terms & conditions, please follow the procedure below: 

1 - Prepare and protect your parcel :

- Join a copy of the invoice with a covering letter
- Pack perfectly your parcel, be sure the product cannot move in the parcel during the shipping (example: turntable’s tonearm, counterweight, etc.)
- Protect carefully the original packaging and don’t write or put anything on it (it must remain in perfect condition)
- For an exchange during the 30 days that follow your purchase, the product as well as the packaging have to be in perfect condition.
- Be sure to return all the parts of the original parcel: manuals, cables, polystyrenes, software, etc.
- In case of reception of a damaged product by our after sale service, a picture of your product will be sent to you to indicate the state of the parcel, it will be sent back to you after that.

2 - Warning:

If the return conditions previously listed are not respected, SonoVente.com reserves the right to refuse the parcel after receipt, the refund or the exchange. The return label that we send you is valid for 30 days. Upon receipt of your product, we will handle your return in order to respond to your wishes as soon as possible.

I haven’t received my invoice

You can download your invoice directly from your customer area (Click here), or contact our customer service at: +33 1 80 38 38 38 / uk@sonovente.com.

6 - Security and privacy

The use of cookies

The cookie is an information recording put by SonoVente.com on your computer.

The cookie’s goals:

- Simplify your navigation on the website
- Memorize the items of your cart
- Realize statistics about the traffic on our website (origin of the visit, visited pages, date and time of visit ...).

The cookies are anonymous: they do not allow us to identify you because they are associated to the machine and not to the person who uses the machine. They are only accessible by you or SonoVente.com. They cannot contain virus.

You can object to the recording of "cookies" by configuring your browser as follows:
By disabling the record of cookies on your computer, you won't be able to place order on SonoVente.com website.

For Microsoft Internet Explorer 7.0 or 8.0:

1. Select the “Tools” menu, then “Internet Option” 2. Click on the “Privacy” tab 3. Select the desired level by using the cursor.

For Netscape 6.X and 7.X

1. Select the “Edit” menu > “Preferences” 2. Privacy and security 3. Cookies.

For Opera 6.0 and beyond:

1. Select the “Edit” menu > “Preferences” 2. Private life.

For FireFox 1, 2 or 3:

1. Select the “Tools” menu, then “Options” 2. Click on “Private life”

For Chrome:

1. Click on the adjustable wrench icon, then “Option” 2. “Advanced options” tab.

Newsletters: subscribe / unsubscribe

At any time, you can subscribe or unsubscribe at our newsletters directly from your customer area through the “Manage my Newsletter subscriptions” tab (Click here) or you can unsubscribe by using the unsubscribe link which is located at the bottom of each newsletter.

I want to delete my account, how can I do?

To delete your customer account, please make the request by: Email: uk@sonovente.com Phone: +33 1 80 38 38 38 or Mail: SonoVente.com BP 30104 91123 Palaiseau Cedex, France, you will be informed by email. Deleting your account will be effective after a period of 48-72 hours.

Privacy policy of my data

Security of transactions

During a payment by credit card, you are directly forwarded to the bank secured website, the transaction is encrypted (process of encoding SSL). No credit card number are stored at SonoVente.com

Personal data protection

According to the law on Computer Technology and Freedom of January 6th 1978, you have a right to access, modify, rectify and delete data concerning you. You can exercise this right by sending a mail at this address: SonoVente.com BP 30104/91123 Palaiseau Cedex, France.
You can also consult or modify your personal data through your customer area (Click here).
Through us, and with your agreement, you can receive commercial offers from SonoVente.com by mail or email. If you don’t want to, you just have to write an email to uk@sonovente.com or to send a mail to SonoVente.com BP30104 – 91123 Palaiseau Cedex, France.
The automated processing of personal data on SonoVente.com website has been declared to the National Commission for Data Protection and Liberties (CNIL France) under the number 1486648 v 0.

Terms & conditions (T&C)

Available on this page.



7 - Technical questions

You will find in this part of the FAQ some of the most frequently asked technical questions. To simplify the research, the questions were classified by theme. If you don’t find answers to your questions here, feel free to contact us at +33 1 80 38 38 38 or uk@sonovente.com.

Amplifier and effects accessories

My pedal doesn’t work / the warning light does not illuminate

You have to check that:

- The pedal is well powered, make sure the batteries are in the right way
- The power supply of the pedal is well plugged
- The Jack cable is not defective
- The pedal is not plugged in upside down

My amplifier doesn’t work

You have to check that:

- The amplifier is well powered and you have plugged it on an operational power socket
- There is no contact failure with a jack
- There are no loudspeaker pods unplugged
- There are no blown  fuse

My amplifier makes noise

It can be due to:

- A defective Jack cable
- Worn out lamps (if it’s a tube amp)
- Poor connections with the loudspeaker’s pods

How to plug an effect pedal?

To do it, you need:

- Plug the jack (guitar side) on “input”
- Plug the jack (amp side) on “output”
- Plug the power supply or put a battery

What is a RCA cable?

An RCA cable is an asymmetrical audio connection allowing to link a CD player and a mixer for example.

Drums

How to make the conversion between centimeter and inch

It exists several websites that allow you to make the conversion between centimeter and inch.

For calculating it: 1 inch = 2, 54 cm

I have problems to tune my drum:

First, tighten the tension rods at the maximum to stretch out the best you can the skin. You will probably notice a crackle; this is normal because when you stretch, the glue that supports the skin also tends.
Subsequently, loosen your tension rods one by one to get the sound you want and a uniform tuning between the tension rods. The effective way to check the setting of your tension rods is to take a stick and knock on the skin under each tension rods.
Following a good setting you should have the same sound under each tension rods. There is no standard setting because some may prefer a thud and others a more "slamming" sound ... This setting influences the striking skin and the skin resonance. Indeed, the striking skin will define the typing feel, the attack and the fundamental note, and the skin resonance will define the trueness of the chord and the resonance of the drum.

Keyboards

One or several keys of my piano don’t work anymore

Do not disassemble your piano. If your entire keyboard doesn’t work anymore, check if:

- The piano is powered
- A sound is selected
- The volume is positive  

Do not hesitate to call Sebastien directly, the keyboard specialist at +33 1 80 38 38 38.

 

DJ / PA

My turntables have been delivered without head shell:

Some turntables are delivered without head shell. The OM types of cartridges will fit on a standard head shell. However you have the possibility to buy Concorde (CC) types of cartridges, in that case you won’t have to buy head shell.

What is the utility of the built-in sound card in a USB/MP3 controller for DJ?

The soundcard allows you to prelisten your mix on the software or on the controller. Therefore, you can plug in your headphone but also an amplifier or active loudspeakers.

Guitar / Bass

My guitar frieze, it sounds bad:

The guitar has surely been disturbed during transportation. The tension rod of the strings is too strong or too weak.

My electro acoustic guitar doesn’t work:

Check the state and the direction of the battery in your preamp, if the problem comes from your preamp you will probably have to make a weld.

My guitar produces no sound, even after changing the jack cable of my amp:

You have to check that:

- The volume buttons are turned on so your guitar and amp can emit sound
- Your jack cable is operational
- The Jack input is not unsoldered
- Your guitar doesn’t have defective welds or other problem with the electronic part.

Can I plug my electro acoustic guitar on an electric guitar amplifier?

It is possible to plug an acoustic guitar on an amplifier made for electric guitar, this will work. However, the amplifiers made for electric guitar are not made to retranscribe the sound of an electro acoustic guitar. The sound won’t be clean and there is a risk to damage the quality sound of the electric guitar amplifier.

Can I plug my electric guitar on an electro acoustic amplifier?

It is possible to plug an electric guitar on an amplifier made for electro acoustic guitar, this will work. However, the amplifiers made for electro acoustic guitar are not made to retranscribe the sound of an electric guitar. The sound won’t be clean and there is a risk to damage the quality sound of the electro acoustic guitar amplifier.

Can I plug my bass on an electric guitar amplifier?

It is possible to plug an electric bass on a guitar amplifier, this will work. However, the guitar amplifiers are not made to emit as much low frequencies as a bass amp. The sound won’t be clean and there is a risk to damage the quality sound of the guitar amplifier.

My tremolo doesn’t work anymore

Check if it’s not blocked by something.

Home studio

My microphone doesn’t work

Your microphone may require a phantom power supply (48V) which is usually provided by the mixing desk or by the audio interface. You need to turn it on by pressing the dedicated button on your device.

The audio interface is not recognized by my computer

Have you installed the drivers? You can find them in the installation CD or on the website or the brand. Have you tried to download the update of the drivers? You will also find the update in the website of the brand.

What are the compatibilities of the software with the exploitation systems?

You will the possible updates on the manufacturer’s website

I cannot screw my microphone on its stand

You need to add an adapter or remove it from the mic clamp.




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