FAQ

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Guides

STEP 1: CONNECTION ISSUE
If you’re having a pairing issue with your Defunc TRUE wireless earbuds, please try this:

  1. Make sure that the earbuds are charged.
  2. Turn off the earbuds by pressing the ON/OFF button for 2-3 seconds, then turn the earbuds on again.
  3. The earbuds will be pairing automatically and if you put the earbuds in your ears, you should hear the message “Connected, right channel. Connected, left channel.”
  4. Play any audio on your mobile/device to make sure the pairing was successful.

If you haven’t paired the earbuds with your mobile/device, go to the Bluetooth settings on your mobile/device and look for “Defunc TRUE”. Press the name to pair. When pairing has been successful, you will hear “Pairing successful. Second device connected.” in your right earbud.

Still not working? Then please move on to step 2.

STEP 2: CANCELLING THE PAIRING

  1. Turn off the earbuds by pressing the ON/OFF button for 2-3 seconds.
  2. Press the ON/OFF button on the “R” earbud for about 15 seconds until you see the LED light quickly blink blue twice. Worth noticing is that when pressing the ON/OFF button, the LED light will blink red and blue (which is exactly what it should do).
  3. Turn off the “R” earbud.
  4. Press the ON/OFF button on the “L” earbud for about 15 seconds until you see the LED light quickly blink blue twice.
  5. Turn off the “L” earbud.

STEP 3: PAIR THE EARBUDS

  1. Press the ON/OFF button on both earbuds at the same time until the LED light is blinking red and blue.
  2. Put the earbuds in your ears. The earbuds will automatically pair and you should be hearing the message: “Pairing successful. Connected, right channel. Connected, left channel.” When the earbuds are paired successfully, there is only a blue/red light flashing on the “R” earbud.
  3. If you have to pair the earbuds with your mobile/device, please follow the instructions available under step 1.

Additional information
Put your mobile/device on your right hand side to avoid disconnects. Remember that when you receive phone calls, you only have sound in the “R” earbud.

In case of synchronisation failure between the two Defunc DUO speakers, please do the following:

1) Switch Bluetooth off on your mobile or other device.

2) Switch both speakers off by pressing the button for at least 5 seconds, then switch the speakers on again by pressing the same button.

3) When both speakers are active, press the button on both speakers quickly. The button and the Bluetooth button will now start blinking on both speakers.

4) After max 45 seconds, the speakers will be synchronised again. All buttons will stop blinking on one of the speakers and the Bluetooth symbol will be blinking on the other one.

5) The speakers are now ready to be used. Switch Bluetooth on and pair the speakers with your phone or other device.

Next time you switch the speakers on, they will auto connect after 7-8 seconds. Therefore, only press the button if you get problems synchronising the speakers again.

Do you still need help? Contact us by sending an email to customer support and we’ll get back to you.

1) Connect the Bluetooth® by holding down the PLAY/PAUSE (1) for 5 seconds. You should hear 2 separate prompts and the Bluetooth LED (2) will start to flash in Red and Blue.

2) Switch on the Bluetooth on your mobile phone or other device and find and connect to your Defunc product.

3) As you connect you should hear a short prompt and the red light (2) on your Bluetooth stops flashing. Your mobile or other device will indicate that you are connected.

Orders, payment and delivery

Please check that your email address is correct. It’s easy to misspell or forget a letter. Also check you spam folder. If you still can not find your confirmation email contact our customer support about your issue and a friendly representative will help you.

It is the tip of the plug that handles the remote and a bad connection may occur due to dust or fluff in the socket. Please check the socket on your phone for dust or fluff from your pocket, you’d be surprised how much gets stuck in there. If this does not help, please contact our customer support.

We have chosen to adjust our products to support the dominating CTIA standard for mobile two-way communication, based on the 3.5 mm plug. This is the same standard used by Apple and many recently produced mobile devices. However, not all suppliers have adapted to this standard and in fact have developed their own version, deliberately closing out third-party products such as ours.

All Defunc earbuds are designed in Sweden and manufactured in China. For more information please visit About Us or reach out to us at customer support and we will help you as soon as possible.

We want to sort this issue out as fast as humanly possible. To do this, please contact our customer support with the following information:

Your order number
A picture of the product and description of the fault
Your full shipping name and adress
Your phone number.

We’ll get back to you as soon as we can and send you a replacement item as quickly as we can.

Orders sent by standard mail within Sweden are not trackable. When we send your order by courier, we always get back to you by email with a trackingnumber of your shipment.

Unfortunately, we can not provide free return shipment. You can use the postal service in your country and ship by cheapest method. Please contact customer support for further questions.

Defunc provides a Limited Warranty Period of one (1) year. If you wish to make a Warranty Claim within this period, you need to provide proof of purchase and affected part. Please proceed as following:

If bought at a retailer, the first step is to go back to the store of the purchase and make your Warranty Claim there, please bring your defaulted Defunc and your receipt.

If the retailer is unable to exchange your Defunc, please contact our customer support for support.

If bought at our online web-shop, please contact customer support to file your complaint. Make sure to include all details described and your cause. Once your complaint is with us we will contact you on how to proceed with the matter.

Any defective parts covered by the Limited Warranty will be repaired or replaced free of charge. Replaced or repaired parts provided during the Warranty Period will be warranted for the remainder of the original Warranty Period or for sixty (60) days from the date of repair or replacement, whichever is longer.

After making an order, we send a confirmation to your email address. Be very careful that you entered the correct email address. On the order confirmation you will see all information about the orders you have placed.

We strive to deliver your order to your door step as quickly as possible, so there is only a very small window to mend a blunder. But of course If it has not yet been sent out, we will do everything we possibly can to cancel or change your order. Please contact our customer support with the following information:

Your order number
Why you wish to cancel it.

Yes you can. You have 14 days right under Swedish distance selling law to return your item. You must contact customer service before returning your item. You have the right to examine the goods you have purchased. But to cancel the purchase your item must be in the so-called essentially unchanged condition. Due to hygienic reasons your item cannot be used or tested.

If you receive your goods and discover that it does not match the one you ordered, if it is damaged, or have other defects, please contact customer support directly, but within 14 days after you received your item. Please describe what is wrong with the product. Have your order confirmation on hand to facilitate customer support. You will agree with customer support about what you want: Refund or new product. If you choose a refund, we will transfer your money within 30 days. If you have made the purchase with cash on delivery, we will also pay that fee. You will get the address where to return the item and as soon as we receive the item and approve the condition, we will send you a new product or refund your money. You will have to pay for the return shipment cost.

Defunc logs all IP numbers that place orders. All fraudulent orders are reported to the police.

All our carriers have different regulations regarding how long they are able to hold your package for you. The best thing is to contact your carrier or local post office as soon as possible to try to rearrange the order delivery best suitable for you. If the package is not collected in time, it will get sent back to our warehouse in Stockholm, Sweden where upon we will contact you to solve this the best way possible.

For customers living in a EU-country; No, you don’t have to pay import or customs fees. The EU is a customs union, meaning that no duties are collected among the member countries.

For customers living in a non-EU country; Yes, you may be charged import or customs fees, depending on the laws of the particular country.

Any customs or import duties are charged once the package reaches the destination country. Additional charges for customs clearance would have to be borne by the recipient; we have no control over these charges and cannot predict what they might be. Since customs policies vary widely from country to country, it is recommended that you investigate the relevant local laws in your country.

If you are a customer living in a non-EU country; When placing an order in our webshop, you will not be charged for VAT. Once the package reaches your destination country, you might have to pay for additional import duties, customs clearance and VAT. Since customs policies vary widely from country to country, we cannot predict what the additional charges might be. Contact your local customs office for further information.

Defunc sends all products by standard mail or Courier within Sweden. Delivery time in Sweden is 2-5 days. The estimated time of delivery to Europe is 4-8 business days and outside Europe, 7-15 business days with Courier.

We deliver our Defunc products from Stockholm, Sweden with Courier worldwide if possible.

To use a discount voucher please apply it when viewing the shopping cart, before proceeding to the checkout. All discount vouchers are only valid on full price products and not to be combined with other offers unless said otherwise.

You can pay with Mastercard or VISA through Paypal, Ecster or bank account.

We use 3D Secure, which makes card payments secure. We at Defunc can not see your card information or in any way save it. All our transfers are running with encrypted connection.

If you are a customer living in a EU-country; When placing an order in our webshop, the price will include VAT. Your payment will include VAT and shipping cost. No additional cost will be charged once the package reaches your destination country.

I am happy to hear you are about to be a proud owner of a Defunc product! Please try deleting your cookies and then open a new web browser, this usually solves the problem. If this still does not work, please contact customer support.

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