FAQS

My Order

General Information
Why can't I unsubscribe from certain emails?

We send you certain service emails or emails related to a contractual relationship, for example:
  • because you have registered with us for a customer account and need our technical support in this context, or
  • because you have concluded a contract with us or because you want us to contact you about a possible conclusion of a contract.
These e-mails contain important information for you, which we (must) send to you. For this reason, you cannot unsubscribe from such e-mails.
Our marketing emails, on the other hand, contain an unsubscribe link at the bottom of the email, which you can use to unsubscribe at any time.

Registration Newsletter - Coupon / Unsubscribe Newsletter
You would like to receive the Teufel Newsletter?
Link > Registration page Teufel Newsletter
For subscribing to the Teufel Newsletter, you will receive a voucher by e-mail.
Please note that the value of the voucher and/or the conditions (minimum order value, excluded products, etc.) may be variable. The voucher is valid for 30 days.
Do you want to unsubscribe from the newsletter?
In every Teufel newsletter, you will find a link "Unsubscribe from newsletter". You can find this unsubscribe link at the bottom of any email. 
If this method unexpectedly does not work, you can alternatively send an email to support@helpall0rder.com and request to unsubscribe from the newsletter.

Do the speakers come in colors other than those offered?

In order to be able to realise Teufel's usually very low sales prices, it is not possible to offer the speakers in quite a few housing designs.
This circumstance would drive up production and storage costs, which would result in significantly more expensive sales prices.

Order

How to order from Teufel

You have decided on a Teufel product and would like to order it? Please choose one of the following options:
Order online in the Teufel Webshop

Order easily and conveniently online from Teufel. Our webshop is available for you around the clock.
To the Teufel Webshop
Checklist for a quick order

For quick order, please have the following information ready in advance:

  • Product request
  • Quantity and model
  • Payment method (e.g. PayPal, bank transfer, credit card, etc.)
  • Name and billing addressee
  • If applicable, a different delivery address
  • Your phone number
  • Your e-mail address
Credit card payment information

Due to a EU directive, new security measures have been in place since 2021 for online purchases with a credit card.
For security reasons, so-called 2-factor authentication (3D Secure) is now mandatory. In addition to entering the card details, there is a further authentication step in which it is confirmed that the credit card holder has actually initiated this payment.
Please note that the way the authentication is done (e.g. via SMS Tan or via App) depends on your bank and we have no influence over it.
The 2-factor authentication procedure must be activated for you by your bank before it can be used for the first time.
If you have any questions or problems, please contact the bank from which you received your credit card.
Where do I transfer the money when purchasing on account?

You will receive the invoice by e-mail when the goods are shipped. You will find the corresponding bank details for the transfer on this invoice.
Please do not forget the payment reference when making the transfer. You will find this number on the bottom left of your invoice or on your order confirmation.
Gift certificate

On our webshop, you have the possibility to purchase gift vouchers.
The voucher is sent by e-mail - to print out yourself or forward.
The redemption takes place by entering or communicating the code found on the Teufel gift voucher. When redeeming the Teufel gift voucher in our online store www.teufel.de, you can only redeem one gift voucher per order for technical reasons.
When ordering by telephone or e-mail, you can also redeem several gift vouchers with one order. Cash payment is not possible.
You can also use the gift voucher only for one order and not divide it among several orders. If the value of the gift certificate is not completely used up in your order, you will be refunded the remaining amount in the form of another gift certificate. Gift vouchers are transferable and may be passed on.
Teufel gift vouchers are valid for three years from the date of delivery, after which they can no longer be redeemed.
Actions

Would you like attractive discounts on new goods or are you looking for remaining stock and B-goods?
You can always find our current new goods promotions on Teufel Sale Most promotions have a counter that informs you about the remaining time.
You can find an overview of all current vouchers here.
To be informed about current promotions, simply subscribe to our newsletter.
B-Ware offers you get on Sale B-Ware

Delivery

When is the delivery?

Our shipping service providers (DHL, DHL International, freight forwarding) are still experiencing very high order volume, which may cause delivery delays or incomplete deliveries.
Please note:
You can track your shipment here. You only need your order number (starting with 3) from your order confirmation and your post code.
If you have only received part of your order, please be patient - the rest will come.
We will always work with our shipping service providers to ensure that your products reach you as quickly as possible.
 
The delivery date is generally within 3-5 working days; no more than 14 working days.
Deliveries to Switzerland can take up to 14 days - due to the processing of customs formalities - especially for freight forwarding shipments.
We refer to delivery dates deviating from this on our product pages.
For products that are not ready for dispatch within one working day, the delivery date is postponed by the number of days by which they are ready for dispatch at the latest.
I have not received a shipping confirmation.
 
Have you ordered something and have not received a shipping confirmation/tracking number by email?
If your order for deliverable products (please check our homepage again to see if what you have ordered is not sold out) was more than one working day ago, we have already dispatched your goods. Due to a technical breakdown, the sending of the shipping confirmation by email is unfortunately disrupted. Please wait 1-2 days before contacting us. Normally you will receive your shipment automatically during this period.
Which shipping companies do you use?

Our shipping service providers (DHL, DHL International, freight forwarding) are still experiencing very high order volume, which may cause delivery delays or incomplete deliveries.
Please note:
You can track your shipment here. You only need your order number (starting with 3) from your order confirmation and your post code.
If you have only received part of your order, please be patient - the rest will come.
We will always work with our shipping service providers to ensure that your products reach you as quickly as possible.
Your order will be shipped with DHL International.
Parcels are delivered by DHL from Monday to Friday and on Saturday. If the DHL parcel deliverer does not meet anyone at the first delivery attempt, he will leave a notification card with the information that the parcel can be picked up at the nearest post office.
We do not deliver to packing stations.
Particularly large and/or heavy orders (over 31.5 kg) will be delivered by a forwarding agent. The contracted company will usually arrange an individual delivery date with you - for this, we need you to provide the telephone number in the course of the ordering process.
In case of delivery by a forwarding agent (within and outside Germany), i.e. for larger systems packed on a one-way pallet, the delivery is made to the front of the property (curb). The customer has to take care of the further transport himself. The disposable pallet remains with the customer and must be disposed of in the household waste or at a recycling centre.
 When will the carrier deliver to me?

Our shipping service providers (DHL, DHL International, freight forwarding) are still experiencing very high order volume, which may cause delivery delays or incomplete deliveries.
Please note:
  • You can track your shipment here. You only need your order number (starting with 3) from your order confirmation and your post code.
  • If you have only received part of your order, please be patient - the rest will come.
We will always work with our shipping service providers to ensure that your products reach you as quickly as possible.
In case of delivery by a forwarding agency, the delivering forwarding agency will contact you by e-mail or telephone to arrange a date directly - in certain cases, there is also the possibility to pick up your goods directly at the depot of the forwarding agency. You can arrange this directly with the delivering forwarding agent.
Please note that the forwarders are required to verify your identity. For example, please have an ID card or other similar documents at hand that legitimize you as the customer. When issuing power of attorney, please also ensure that the authorized representative can prove that he has been authorized by you personally. There is currently no option for drop-off authorization.
Delivery is made to the curb. Unfortunately, the driver cannot provide transport to your home.


Return, Warranty, Repair

General Information

How do I pack my items correctly?

Below you will find instructions on how to properly package your product if you no longer have the original packaging. You can get cardboard boxes, edge protectors and filling material, some of which can be made to measure from online retailers or other stores.
For some products, we can also provide empty packaging by arrangement. If you are in doubt, please ask us for packaging.
Why does it matter?
In the course of shipping, there are various factors that can impact your package such as pressure, impacts, or shaking in the transport vehicle or due to weather). Proper packaging will protect your shipment and make sure it reaches us undamaged and in good time.

Who orders the collection of the goods?

The collection takes place in Germany by DHL or a forwarding agency.
For pickups from abroad, please contact our customer service.
For freight forwarding collections, we will instruct the freight forwarder for a collection day of your choice (collection time Mon-Fri, 10 am - 4 pm, at least three working days in advance).
For pickups by DHL, you will receive a pickup link from us by mail (valid for 30 days). Please select this link and follow the instructions. You have the option to specify a pick up date and pickup location. Please do not forget the number of packages to be picked up!
For logistical reasons, please set the pickup date to at least two business days in advance.
The time window for postal pick-ups is Mon-Sat - it is the regular letter carrier who picks up the parcel after being instructed to do so. If you are not present on the agreed collection date for DHL parcel collections, the letter carrier will drop the selected number of returns labels in your mailbox.

Return

Online return

I would like to report and carry out the return of my goods myself.
All products delivered by DHL or UPS (not freight forwarding) can be returned via our online return portal.
Exception: Returns from Switzerland cannot be carried out via the online return portal. Please contact us.
Your advantages
Immediate and binding registration of returns and observance of deadlines
No postage costs: print out prepaid return label yourself or have it printed out via QR code at the post office branch
Send parcel yourself via post office branch or DHL/UPS parcel store (optional pick-up service)
Note: This option is currently only available within the 8-week return period.
If you cannot or do not want to use the portal, please contact us.

Can I exchange my order?

An exchange for e.g. another colour or another product is quite possible, but only works via a return and new order:
Within the 8-week trial listening period, we will take back the original order. Then you can place the desired order. A direct exchange with e.g. settlement is unfortunately not possible, because we can not change the original invoice.

I have not received the ordered product - wrong delivery

The delivery has arrived, but does not correspond to your order - you have received the wrong colour or the wrong item?
Unfortunately, mistakes happen even with us. This is very annoying - let us know, preferably by phone. You can find the number on our contact page.
We will take care of a replacement delivery as soon as possible!

How long can I return a product?

For all purchases and the commissioning of other services via our website, by fax, e-mail or telephone, there is a statutory right of withdrawal (14 days).
For all goods with the exception of Teufel gift vouchers, we also grant a contractual right of return that comes into effect on the day after the statutory right of return expires and ends a total of eight weeks after you receive the respective product that you want to return. Your statutory right of withdrawal remains unaffected.
The procedure would be as follows:
  1. You order the product and pay.
  2. If you are not satisfied, you can have the system picked up by DHL free of charge. Or you can use the Online returns portal.
  3. In the case of freight forwarding delivery, the freight forwarder also picks up again. We will arrange a free pickup for you for a collection day of your choice (Mon-Fri, 10am-4pm).
  4. Abroad UPS will pick up the goods from you. Please contact us for this purpose.
  5. If you return the goods within the first two weeks after purchase, we will - once the goods are back with us - completely refund the purchase price and the incurred shipping costs of your order.
  6. Within the next six weeks of trial listening, we will only cover the return shipping costs and refund the original purchase price, excluding shipping costs, when the goods are returned to us.
I would like to cancel a purchase

There are three possibilities here:
1. The goods have not been shipped yet (you have not received a shipment notification).

Please contact us preferably by phone. We will be happy to check whether the purchase can still be cancelled. If this is no longer possible, please refuse to accept the delivery.
2. The goods are already on the way (you have received a shipment notification by e-mail).

Please refuse acceptance and contact us so that we can refund your purchase amount.
3. The goods have already arrived at you

Then there are the further steps: to return the goods
Will I be reimbursed for all costs?

Within the statutory cancellation period of 14 days after purchase.
You will be refunded both the purchase price and the delivery costs incurred for your order.
From 14 days to 8 weeks after purchase
You will be refunded the original purchase price for your order. If delivery charges were incurred for the delivery of your order, these delivery charges will not be refunded.
 
Return shipping costs
Both return shipping of your order and pickup by our logistics partners (DHL, UPS, freight forwarders) are free of charge, provided you use our online returns portal or order return shipping through customer service.

What happens to a purchase voucher if I withdraw from the order?

Once we receive and review your return, we will reactivate the purchase voucher so you can redeem it for a new order.

Warranty

Warranty and guarantee

Warranty

We give 12 years warranty on cabinets, chassis and crossovers of our passive speakers.
This applies, for example, to ULTIMA 40 speakers (passive), THEATER 500 speakers and SYSTEM 4 THX speakers.
We provide a 2-year warranty on our electronic devices/components and electrical components, portables, headphones, streaming and/or Bluetooth devices and active speakers.
This applies, for example, to the BOOMSTER, REAL BLUE/NC, ROCKSTER/ROCKSTER AIR, Teufel Streaming/Raumfeld speakers and all subwoofers.

My product is apparently defective

Please check a few points in advance to make sure that the product really has a defect. Sometimes there are very simple causes and there may be no defect at all:
  • Please switch off the device and remove it from the power supply for a few minutes (pull out the power plug) and then switch it on again.
  • Check if e.g. the batteries of the remote control (if available) are charged.
  • For Bluetooth devices, delete the Bluetooth connection and simply re-pair your device.
  • Check your user manual – you will find appropriate troubleshooting tips there.
We will be happy to assist you with troubleshooting!
 
Exchange/Repair

Within the warranty period, we will exchange or repair the product.
Please contact us by phone in advance. We will then arrange for a free pickup. Please have either the order number or the customer number ready.
For shipping, we ask you to secure the goods well against external influences, shocks, and other damage. Please use the original packaging for this purpose. You can find packing instructions here.
Please include a description of the defect and a copy of the invoice in the box.
 
Outside the warranty period, we will repair the product (depending on the error) – more information can be found here.
 
Collection by DHL (Germany):

You will receive a pickup link from us by mail. Please select this link and follow the instructions. You have the option to specify a pickup date and location.
The time window for mail pickups is Mon-Sat – it is the usual postman/parcel carrier who picks up the shipment after being instructed to do so; in this case, you are spared the trip to the post office. If you are not present on the agreed collection date for DHL parcel collections, the letter carrier will drop the selected number of return labels in your mailbox.
 
Collection by UPS (other countries):

We will instruct UPS for you to pick up your parcel on a day of your choice (Mon-Fri, 8am-6pm). For logistical reasons, this date must be one working day in advance.
Please contact us. We will arrange for a free pickup.
Collection by forwarding agency (all countries):

We will arrange for the forwarding company to pick up your parcel on a day of your choice (Mon-Fri, 10am-4pm).
Please contact us. We will arrange for a free pickup.

When will I receive my replacement unit?

If your defective device has arrived at our warehouse according to the shipment tracking of the transport company, it will also be recorded and checked as soon as possible. You will receive a separate confirmation of receipt by mail.
After this receipt check, we will ship a new device within 1-2 days, if it is in stock. From shipment, you will also receive a confirmation by mail.
Where can I find the serial number for Teufel products?

The Teufel serial number is usually located on the back of each product - often in the area of the connectors. The Teufel serial number is usually affixed to the field with the abbreviation S/N.

Warranty: Purchase/gift of a Teufel product from a private person

You have purchased a Teufel product from a private person (e.g. eBay) or received it as a gift? Then you need the original invoice for a warranty claim (alternatively, you can use the delivery bill as proof of warranty).
The warranty does not apply to Teufel brand products that were not purchased directly from Lautsprecher Teufel GmbH (Teufel Webshop, Amazon-Teufel Marketplace Shop, eBay-Teufel is a seller, Otto - Teufel is a seller) ) by the first purchaser.
You will receive the original invoice from the seller/original purchaser - if required, we will also be happy to send him a copy of the invoice.
If there is no more invoice or the warranty has expired, we offer you the repair against the cost estimate. Please contact our customer service for this.

Repair

I would like to have my product repaired

Repair within warranty

Please contact us, we will inform you about the procedures: Contact.
We will organize a free pickup of the defective product for you. Depending on the defect, either a free repair or an exchange will take place.
How do I pack the goods? -> Packaging instructions
Repair outside the warranty and guarantee period

If a Teufel item is defective after the warranty period has expired, we offer you (depending on the product) a professional repair at a charge.
The repair is preceded by a free cost estimate. We will have the device collected from you at our expense by a transport company commissioned by us. Please contact us so that our service team can arrange this collection.
How do I pack the product? -> Packing instructions
Upon receipt, we will inspect the device and prepare a description of the defect as well as the cost estimate for repair.
We will send you the cost estimate by e-mail within 5-7 working days after we have received the device. If you accept our offer within a 4-week period by agreement on your part by e-mail or letter, the repair order is concluded. We need approx. 10 working days for the repair (from the conclusion of the contract).
The return shipment is subject to a charge - both in case of acceptance and rejection of the cost estimate. You will receive concrete information (depending on the product) from our support team.

Cost Estimate Outside Warranty/Guarantee

If a material defect occurs in your Teufel product after the expiration of the warranty and guarantee periods, we can offer (depending on the product) professional paid repair service. 
If you are unsure whether your product is defective, please refer to this article: My product appears to be defective
If you would like to order a repair, please contact us.
As soon as your device is with us, we will send you a cost estimate by email within 5-7 business days. If you accept our offer within a 4-week period by email or letter, the repair order will be confirmed. We will require approximately 10 business days (from contract conclusion) to complete the repair.
We cover the costs for shipping to our workshop and for preparing the cost estimate.
The return shipping is chargeable—both if you accept or reject the cost estimate. Specific information (depending on the product) will be provided by our support team and in our terms and conditions.

What costs may you incur for the repair?

How expensive your repair will be always depends on the effort and the materials used. Please understand that we cannot provide specific prices at this point. Nevertheless, we try to explain the items a little more below: 
Shipping costs: Return shipping is chargeable—both if you accept or reject the cost estimate.
 
Small materials (parts): These costs cover the materials we need for the repair (e.g., a damaged component). This does not include the component itself that needs to be replaced.
These can be, for example, solder, capacitors, or screws.
 
Spare parts: This item is only listed if we need a spare part for the repair. Spare parts are components used to replace defective, worn, or damaged parts of the device to make it functional again.
 
Workshop spare parts costs: These are flat rates for spare parts that we have sourced from fully functional devices. This item is only listed if we install a spare part.
 
Labor time: This includes the following activities:
Goods receipt
- Receiving goods, unpacking, and checking for transport damage.
- Booking goods in the system and preparing them for the workshop.
Fault analysis
- Testing/checking the device (1st test).
- Opening the device and identifying the fault (test equipment, test media, etc.).
- Closing the device and preparing the cost estimate (KVA).
Repairing the device
- Opening the device.
- Exposing/removing the affected component, removing any obstructive components.
- Replacing defective parts (removing components, cleaning solder joints, soldering new components, cleaning solder joints).
- Reinstalling removed components, restoring disconnected cable routing.
- Checking and closing the device.
- Final inspection and cleaning the device.
- Preparing the cost estimate invoice.

Goods issuance
- Packing the device securely for shipping and creating the shipping label.
- Preparing the goods for the shipping service provider and handing them over.