---
title: I have an issue with one of my ordered products
description: Complaints, Defects, and Functional Limitations
---

[Skip to content](https://support.onyo.de/en/knowledge/i-have-an-issue-with-one-of-my-ordered-products#main-content)

- [English](https://support.onyo.de/en/knowledge/i-have-an-issue-with-one-of-my-ordered-products)
- [Deutsch](https://support.onyo.de/de/knowledge/i-have-an-issue-with-one-of-my-ordered-products)

English

Show submenu for translations

[More support](https://support.onyo.de/en/knowledge/kb-tickets/new?hsLang=en)

![logo\_green background.png\]](https://support.onyo.de/hs-fs/hubfs/logo_green%20background.png?height=40&name=logo_green%20background.png)

Open main navigation

Close main navigation

- - [English](https://support.onyo.de/en/knowledge/i-have-an-issue-with-one-of-my-ordered-products)
    - [Deutsch](https://support.onyo.de/de/knowledge/i-have-an-issue-with-one-of-my-ordered-products)

  English
  
  Show submenu for translations
- [More support](https://support.onyo.de/en/knowledge/kb-tickets/new)
- To onyo.io

 To onyo.io

 Hello. How may we assist you today?

- There are no suggestions because the search field is empty.

1. [onyo FAQ](https://support.onyo.de/en/knowledge?hsLang=en)
2. [Employee](https://support.onyo.de/en/knowledge/employee?hsLang=en)
3. [Product Information](https://support.onyo.de/en/knowledge/employee?hsLang=en#product-information)

March 21, 2025

# I have an issue with one of my ordered products

## Complaints, Defects, and Functional Limitations

We're sorry that your product has defects. To assist you as quickly as possible, please provide us with:

📸 **A photo of the damage** or a **detailed description** of the defect or functional issue.  
📦 **Original packaging:** If available, it may be required for further processing.

#### **Important information:**

- Depending on the **product and manufacturer**, different procedures apply for handling complaints.
- Some manufacturers require **troubleshooting steps** before approving a return. These steps ensure that the issue is not caused by simple settings or an easily fixable issue.
- If you have already **attempted any troubleshooting**, please let us know.

#### **What happens next?**

📌 Once we have your information, we will work with the **manufacturer to determine the next steps**.  
🔍 In most cases, the product **must be inspected** before a replacement or repair is approved. A direct exchange is generally not possible without prior inspection.  
⚖️ **Warranty or insurance case?**

- **Manufacturer's warranty:** If the defect is due to a manufacturing issue.
- **Insurance case:** If the product was damaged due to external factors (e.g., dropped).

We will inform you as soon as we receive feedback from the manufacturer and will do our best to find a quick solution for you!

- [Manager](https://support.onyo.de/en/knowledge/manager?hsLang=en#main-content)

    - [Account & Set-Up](https://support.onyo.de/en/knowledge/manager?hsLang=en#account-set-up)
    - [Order and Shipping Process](https://support.onyo.de/en/knowledge/manager?hsLang=en#order-and-shipping-process)
    - [Return Process](https://support.onyo.de/en/knowledge/manager?hsLang=en#return-process)
    - [Contract Management](https://support.onyo.de/en/knowledge/manager?hsLang=en#contract-management)
- [Employee](https://support.onyo.de/en/knowledge/employee?hsLang=en#main-content)

    - [Delivery and Assembly](https://support.onyo.de/en/knowledge/employee?hsLang=en#delivery-and-assembly)
    - [Order](https://support.onyo.de/en/knowledge/employee?hsLang=en#order)
    - [Product Information](https://support.onyo.de/en/knowledge/employee?hsLang=en#product-information)
    - [Return Request and Insurance Case](https://support.onyo.de/en/knowledge/employee?hsLang=en#return-request-and-insurance-case)
    - [Other](https://support.onyo.de/en/knowledge/employee?hsLang=en#other)
    - [Return](https://support.onyo.de/en/knowledge/employee?hsLang=en#return)
- [Miscellaneous](https://support.onyo.de/en/knowledge/miscellaneous?hsLang=en)

[![Chill listening crop-3](https://support.onyo.de/hs-fs/hubfs/onyo_Logo_png.png?width=24&height=24&name=onyo_Logo_png.png "Chill listening crop-3")](https://www.onyo.io)

onyo FAQ

Copyright © 2026, onyo GmbH