Support

Product support


General Information

Dipole speakers for brilliant surround effects in the home theater in our guide on speaker placement.

Aligning dipole speakers correctly - how it works:

Tip: We also provide detailed information on speaker positioning in the home theater in our guide on speaker placement.
In order to create the widest possible spatial backdrop, the room must meet certain requirements:
  • There should be sufficient space for dipoles for correct acoustic alignment.
  • The dipole speakers should be positioned in line with the listening position, but ideally one meter behind.
  • They should be positioned half a meter to one meter above ear height. Ideally, there should be a distance of at least 50 centimeters from the rear wall so that the sound can be reflected cleanly.
  • If you are sitting with your back to the wall, use the dipole's integrated wall bracket or our AC 7500 SM wall bracket. Even if you can only achieve a distance of a few centimeters from the wall, the functioning of such mounted dipole speakers is usually more effect-intensive than the use of conventional direct radiators. You can find more information on this under Can dipoles also be mounted behind the listening position on the rear wall?
  • If you live in an attic with sloping walls in an attic, you can also attach the dipoles to the side of your listening position on the sloping wall/ceiling. It is best to use wall brackets for this.
Gaming with dipole speakers: Is it possible?

What works wonderfully for blockbusters is a disadvantage for games: the high diffusivity
Pinpoint accuracy for opponent position is a top priority in gaming. After all, you want to hear which direction your opponent is coming from. So that you can have both, many dipole speakers from Teufel have a toggle switch that you can use to switch the dipole effect to direct radiator mode. Whether exciting gaming sessions or pure home theater: both are possible.
Are dipoles suitable for listening to music?

Listening to music in surround mode can affect the quality of the listening experience differently depending on the type of music. If you want to listen to audio genres such as pop, rock or jazz with your surround system, we recommend using our dipoles with toggle switch and setting the speakers to direct radiator mode. Classical music, on the other hand, can be supported by dipoles, for example if you listen to orchestral recordings. We will be happy to advise you on the right home cinema or hi-fi system with subwoofer for you. Contact us
Alternatives to dipoles

If your room is unsuitable for mounting dipoles on the wall, we will be happy to advise you personally. Contact us. Together, we will find the best solution with a suitable upgrade set of direct radiators, effect or reflect speakers.

Speaker packages – Loudspeaker/ AV receiver combos

There are two ways of achieving good sound with a hifi device: One either purchases the individual components piece by piece or goes for the purchase of a complete all-in-one set. The latter option saves time since there is no need to search for suitable loudspeakers and the right amplifiers to go with them. With Teufel, speaker packages are sure to save you money as well.
Speaker packages – the all-in-one solution

Whether you choose a 2.0 or 2.1 set, hifi speaker packages provide everything you need to experience great sound from one system. Of course, speaker packages are not exclusively for music playback. There are many that are optimized for home cinema sound. A variety of audio sources create a broad range of playback options. A complete system with a Blu-ray player or an integrated radio receiver as well as CD player perfectly cover all your home entertainment needs. Thanks to their compact dimensions, many of Teufel’s speaker packages can be integrated into any interior.

Surround Sound speakers for gaming

Dive into the immersive world of gaming with our top-notch surround sound speaker sets! Designed specifically for gamers, these high-quality speaker systems take your gaming experience to a whole new level. Get ready to feel every explosion, hear every whisper, and immerse yourself in a 360-degree audio environment that'll leave you at the edge of your seat. Explore our carefully curated collection featuring top quality systems and bundles, ensuring a perfect match for your gaming setup. Elevate your gameplay and never miss a beat with our exceptional surround sound speaker sets for gaming – your ultimate audio upgrade.

Setup

Angle the speaker - why?

For optimal home theatre sound, the speakers must be set up and aligned correctly. First, you have to find the right position in the room for the individual speakers of the system and in the second step you have to angle the speakers. 

Set up subwoofer

Using a subwoofer in the right place is crucial for the low-frequency sound arriving at the listening position. Placed in the wrong location, a subwoofer will excite unwanted resonances of a room. These resonances, or better, modes, are formed when long waves (i.e. waves with a low frequency) are reflected from walls that are hard on sound. In practice, this means that the low-frequency sound is perceived at different volumes at different points in the room.
Ideally, the subwoofer should now be positioned so that it is a quarter of the respective room length away from the nearest walls, e.g. in a 5x6 m room (front x side) 1.50 m away from the front wall and 1.25 m away from the left sidewall.
It is important to note that this information only refers to cuboid rooms - in more complicated rooms, a calculation tool (various programs can be found free of charge on the Internet) is necessary for calculating the optimal installation location.
Does the subwoofer always have to be placed vertically or can it also be placed horizontally without hesitation?
It is indeed the case that some manufacturers in the HiFi sector install internal speakers horizontally. An upright standing cabinet is loaded transversely to the voice coil with gravity and can thus be easily decentered. In the case of subwoofers, this can hardly be determined by measurement due to the often multiple centring. If the cabinet is now placed horizontally, the centring remains 100% and the coil sits where it should. Therefore, it's always up to the customer to decide whether to set up the subwoofer vertically or horizontally.

Is it a problem if the speakers are at different distances to where you are sitting?

Since the distance and volume of every individual speaker can be adjusted for the digital home cinema receivers, asymmetrical set-ups can be easily compensated. 

Receiver

The manual of my Teufel Impaq 8000 receiver states that speaker cables with at least 1.5 mm2 should be used. However, cables with 1.0 mm2 are included in the scope of delivery*.

The cause is an error in the operating instructions.
You can use cables as small as 1.0 mm2 for this system to connect the Impaq receiver to speaker cabinets.
*Cables only included with certain offers.

Home cinema: Which AV receiver/amplifier goes with which Teufel home cinema system?

At Teufel, you can find home cinema sets with matching AV receivers thanks to our collaboration with manufacturers such as Denon, Marantz, and Yamaha. These sets are tested in our labs, and are thus perfectly tuned to one another. 
 
Notes when buying an AV receiver from another manufacturer

You can base your decision on our newly tested home cinema sets. Please understand that we can only recommend AV receivers we have tested.
Note: driver damage caused by over/underpowered amplifiers can cause warranties to be voided. If unsure, please contact us before use.
Continuous power handling
The continuous power handling of the speakers should be approximately equal to the maximum power output of the amplifier. The increased power output of the amplifier is only critical if the system is to be operated permanently at high volume levels.
Continuous power handling figures can be found on all of our speakers' product pages under specifications.
What if my planned amplifier has higher power?
A higher power is not necessarily harmful, and can even improve the audio performance.
However, there is a risk that the speakers could be damaged by too much power (too high volume). This effect will be obvious by audible distortions. If you hear strong distortion from your speakers, turn your amplifiers down.
What if my planned amplifier has too little power?
If an amplifier has to provide more power than it actually can, it will cause clipping. Or in other words: the amplifier is overdriven. This can damage the drivers. Particularly at risk are the tweeters.

How should I set the impedance selector switch of my receiver for Teufel speakers?

Here is more detailed information from the AUDIOVISION trade magazine (Issue 4/03) on the subject of impedance settings of the AV Receiver:
Actually, it should be quite simple: Connect the speaker cable to the amplifier and speakers with the correct polarity and you're done. Unfortunately, many manufacturers of home cinema receivers put stumbling blocks out for the users in the form of specifications on the rear of the device and/or in the operating instructions. These usually look like the following (translations): Minimum connection impedance six ohm! Or, speaker impedance of six to eight ohm. And what is the problem? There are hardly any six ohms and only a few eight-ohm speakers available in Germany. Most of the speakers sold in Germany have a nominal impedance of four ohms. So theoretically, you shouldn't connect them to most of the receivers and amplifiers.
To explain why it is possible after all, we would like to briefly explain the electrical engineering principles: The impedance of a speaker is nothing other than its electrical resistance which it puts up against the flow of current.
• Low resistance = high current
• High resistance = low current
Important to know for operation with an amplifier is that the impedance is not the same for all frequencies but can, for example, change between 50 and 200 hertz by 50 per cent. So it isn't entirely correct to speak of impedance for a speaker per se, rather one must always consider the behaviour across the entire range between 20 and 20,000 hertz. To still achieve a reasonable connection value for amplifiers (which, by the way, says nothing about the output impedance of the amplifier itself but rather only which impedances may be connected to it), the creators of the DIN Standard have applied the following stratagem: Only the minimum value of the impedance in the audible range is decisive for the nominal impedance value. This is where the most current flows and the amplifier is subjected to the highest load. Speakers with eight-ohm nominal impedance may only exhibit a minimum of 6.4 ohms, and those with four-ohm nominal impedance 3.2 ohms. Six ohms are not defined in the DIN (which is applied internationally), but one could use the above values to interpolate that they may exhibit a minimum of 4.8 ohm.
From the definition, it is apparent that the nominal impedance is only a rough benchmark because it says nothing about how the entire course of the impedance looks. No matter whether it only reaches less than 6.4 ohms at one point and is otherwise beyond that, or if the impedance moves close to 3.2 ohms across the entire range, but does not drop below that. The last speaker is surely much more stressful for the amplifier but has just a nominal impedance of four ohms than the other higher ohm one.
Conventional speakers usually exhibit one to two minima in the bass range, and there is one frequently in the treble range. These minimum values are usually not especially broadband. Aside from the minima, the impedance is usually far higher than the nominal impedance. The amplifiers are really stressed in the bass range because firstly, this is where the most energy is for music and especially the home cinema sound, and secondly, they have to let the most current flow through the impedance minima here.
And lastly, the main reason why many manufacturers don't want four-ohm speakers to be connected: In extreme cases - for deep frequencies of consistently 3.2 ohm - the amplifiers in multichannel operation become very hot. A lot of current also means a lot of power loss and thus a lot of waste heat. However, much has to come together before that happens - namely high performance for a longer period of time and setting up the device without sufficient ventilation.
But this extreme case is seldom met in practice. As mentioned above, most of the speakers are not as critical by far, and it is extremely rare to listen to an exorbitant volume for a longer period of time. That is why it is not a problem from a technical point of view to connect speakers with four-ohm nominal impedance to all modern home cinema amplifiers and receivers.
However, there is one small catch: The question of warranty. Should a defect occur to the device - which doesn't even have to do anything with the speakers - and the manufacturer notices that four-ohm speakers were connected despite the specifications to the contrary, he could refuse repairs due to improper use. As discussions with manufacturers and distributors have shown, this is highly unlikely because they are also aware of the problems.
And for purely legal reasons, Lautsprecher Teufel may not give you a warranty either that your amplifier or receiver will tolerate four-ohm speakers. We can only pass along one experience: For several years, the listening tests of the trade magazines are done exclusively with four-ohm speakers, and not a single defect has occurred as yet even though the devices are driven to their limits. Also, the performance of each device is usually measured at four and eight ohms irrespective of the specifications of the manufacturers, and the load here is also considerable. It has been a long time since measurement laboratories have seen failures due to low load impedance.
There are still some special cases, which should be briefly mentioned: Amplifiers/receivers with impedance switches give cautious natures the possibility to stay on the safe side under all possible conditions, even with the warranty. The four ohm setting of the corresponding switch reduces the supply voltage of the power amplifiers so much that excessive heat cannot occur even under unfavourable circumstances. However, the maximum power is then reduced somewhat.
During the listening tests of the trade magazine, these devices are always switched to the "eight-ohm" setting to tease out the maximum performance reserves. A defect here has yet to occur. When choosing devices, take a close look because there are devices that only permit speakers with a minimum of six ohms despite the impedance selector switch, like the Pioneer VSX-D2011, for example. This is remarkable in another respect: It possesses a THXSelect license. This license is only issued if certain measured values comply with that are determined at four ohms for at least the front and centre speakers.
If the THX laboratory had proceeded according to the manufacturer's specifications, the VSX-D2011 would never have received a licence, as it would not have been permitted to perform the necessary measurements. By the way: this is also the case for other THX Select devices. But you needn't worry here: The THX logo not only offers additional security, but also a good lever should a manufacturer once refuse a warranty.
The AUDIOVISION TIP
Overheating is the main problem that can occur through the combination of four-ohm speakers with power amplifiers that are not released for this.
Therefore, in case of doubt:
• Always set up the AV Receiver or amplifier in well-ventilated places and never in a closed housing or close to the heater.
• Occasionally check the temperature of the device.
• Reroute the bass elements via set-up at the subwoofer, if possible.

The (maximum) output power of my private receiver is significantly higher than the continuous power handling (IEC - Long Term) of my Teufel speakers specified in the technical data. Can I still use the combination?

If the receiver output power is significantly higher than the specified continuous power handling capacity of the speakers, the speakers' drivers (especially the tweeters) can be irreparably damaged.
An example: The receiver offers 200 watts per channel, and the speakers have a continuous power handling of 100 watts. The speakers can withstand a short-term load of 200 watts, but a permanent load (at the highest possible volume) can damage the speakers.
However, a slightly higher maximum output power (approx. 50 watts) is no problem, since this maximum is only reached at the highest possible volume. Nevertheless, pay attention to possible distortions in the sound image when selecting the volume. If this should occur, the volume should be adjusted downwards until a sound image without distortions is achieved.
Note: Damage to the speakers due to excessive amplifier power can lead to exclusion from the warranty. If you are unsure, please ask before using the combination.

ULTIMA line

ULTIMA Series: what impedance should I set on my AV receiver for my ULTIMA speakers?

All generations of the ULTIMA Series work at an impedance of 4-8 Ohms. The minimum impedance is thus 4 Ohms, and maximum is 8.
In our experience, you can use ULTIMA series speakers with all receivers and amplifiers currently on the market without issue.

IMPAQ 8000

IMPAQ (IP) 8000 BR: No detection via HDMI during TV operation

Possible cause: Teufel Receiver IP 8000 is not configured correctly.
Possible solution: Activate the "HDMI-CEC" function in the Impaq menu (menu path Setting > System > HDMI-CEC). The TV should then recognize the receiver.

The notification "No Disc“ appears on the display on my Impaq 8000 receiver even though a CD/DVD/BD was inserted. What could be the reason for this?

Try inserting another disc. If this is recognised, it could be that the original disc was damaged, dirty, incompatible or incorrectly inserted.
 
If the problem continues with a new disk, call our team.

My Impaq 8000 receiver no longer starts. The display doesn’t light up. What should I do?

Check the power connection. You may want to try using a different power outlet. It’s also possible that a fuse has blown. Try changing the fuse. You’ll find the compartment for the fuse on the back of the device where the power cord connects.

Gaming

What sound systems for gaming does Teufel offer?

Are you interested in a sound system from Teufel specifically for gaming and would like to compare the products?

Whether stereo gaming, surround gaming or gaming headset - Teufel offers suitable sound systems for every category. Visit our gaming sound overview page and use the selection filter to quickly find what you are looking for.

A strong banging or cracking sound is heard when the PC is switched on or off

The speaker system will play any kind of acoustic signal it is assigned by the signal source; it cannot distinguish between useful and interfering signals. If the sound card of the PC transmits the on and off pulses to the speaker set, the speaker will reproduce them. As a rule, they do not harm our speakers. Nevertheless, we recommend minimizing the volume in the PC's software before switching off in order to limit these strong impulses.

EFFEKT

EFFECT Rear speaker: No sound output for certain TV channels

Some TV stations broadcast the sound signal exclusively in stereo format. This means that the EFFEKT speakers do not receive a signal and therefore remain silent. To ensure that all boxes receive a signal, please activate the Upmix option in the receiver / soundbar.
With the Upmix function activated, the system also calculates the necessary signals for the EFFEKT boxes and thus creates a full surround sound.
Possible Upmix settings are:
DPL II – Dolby Pro Logic II
Direct – stereo on all channels
Off – pure stereo sound (no signal via EFFEKT speakers)
 
CONCEPT line

CONCEPT 8 / CONCEPT 12: FAQ

How can I connect the CONCEPT 8/12 to a computer?

Computers can be connected to the system using a USB-C cable with data transmission capabilities (not included) plugged into the USB-C port of the CONCEPT subwoofer.
Is there special software for the CONCEPT 8/12

No, setting up a 2.1 or 5.1 system is accomplished directly in the PC system control.
Tip: For optimal audio, in the computer's bass management, set all channels to full-spectrum speaker or large, because the CONCEPT has a bass management system built in..
Hint: When setting up a 5.1 configuration in the computer's system management, rear speakers may be identified as side speakers. This is not an error and has no impact on the use of the speaker system.
My CONCEPT 8/12 is set up and has a source signal via HDMI or optical, but I can't hear anything. What are some possible causes?

Possible cause: Playback device sending digital output in an incompatible format
Solution: Make sure the output is in Dolby digital or DTS Bitstream format. Go into the setup menu of the playback device and set digital output format to PCM if you're having trouble with Dolby Digital Bitstream.
Possible cause 2:  Playback device not connected properly.
Solution: Make certain the CONCEPT is connected to the ARC (Audio Return Channel) if you're using a TV and have ARC activated in the TV's settings.
I hear sound, but the rear and center speakers are not putting out any signal. What causes might this have?

If the source signal is in stereo, only the left and right speakers will be used in standard conviguration. 
Solution: Press the UPMIX button on the remote control. This will divide the signal between all your speakers.
Hint: Upmix can only be used for sources that deliver 2 channels at most (such as Bluetooth®, 2-channel PCM via HDMI or optical). When the SETUP (22) switch is set to 2.1, upmix is not available.

CONCEPT E 450 Digital 5.1: DTS Checklist

Do you have a CONCEPT E 450 Digital 5.1 and want to play back media in DTS format but it does not work? Before you contact us, please go through the following checklist:
What does the front panel of the subwoofer display?
  • Is the device set to a digital signal (LED lights up when "Digital" is displayed)?
  • Is the output (signal output) set to multichannel sound "5.1"?
  • Is the output on the DVD player set to PCM (stereo)?
  • Have you ever set the output on the subwoofer once to sound format 2.1 and then again to 5.1?
CONSONO line

CONSONO series: What room sizes are the CONSONO 15, 25 or 35 suitable for?

Each CONSONO variant is perfectly designed for comprehensive living room sound reinforcement. The CONSONO 15 is suitable for acoustically used areas of 20 square meters. For powerful sound from a CONSONO 25, the room may also measure up to 25 square meters. Finally, the CONSONO 35 is suitable for an area of up to 30 square meters.
Please consider only the acoustically used area when calculating the square footage; adjacent areas such as a dining area should be subtracted.
For particularly high rooms of over 3.50 meters, on the other hand, the square meter figure must be multiplied by a factor of 1.5, which naturally reduces the permissible room size.

CONSONO series: Which is the right AV receiver?

The CONSONO 15, 25, 35 can be successfully combined with a variety of AV receivers. Our recommendations for suitable AV receivers that meet all the technical requirements for harmonious operation with a Consono speaker system can be found under the following link:
AV receiver recommendations

As a rule of thumb, the sine wave (continuous output) power of the AV receiver should roughly correspond to the continuous power handling of the loudspeakers.
An example: A CONSONO 35 loudspeaker has a continuous power handling of 80W - then the AV receiver should also provide this power. A little more (up to max. 110 watts) does not hurt.

CONSONO series: Can I also listen to music with this system?

Of course. Every CONSONO variant plays CD music just as well as home theater sound from DVDs; it is a full-fledged replacement for your previous stereo speakers.

THEATER 500 line

THEATER Dipol T 500 D 16: How do I set the switch for which mode?

In current dipole models of the THEATER line, T 500 D 16, the two positions of the switch for dipole and normal mode are not individually marked. The following modes can be selected, as also described in the manual:
  • Toggle switch in the direction of the wall > speaker is set to dipole mode
  • Toggle switch in the direction of the room > speaker is set to normal mode
THX

THX - what is it?

The THX standard is a reliable seal of quality for particularly high-calibre sound experiences in film sound and music. The reproduction meets the specifications of the sound engineer. From the source to the audio reproduction, an optimal THX home theatre consists of THX-certified components that have undergone a rigorous certification program. This ensures that the playback chain ultimately outputs picture and sound as the creators intended. Defined THX presets in players, AV receivers or TVs relieve users of the time-consuming calibration work.
THX-certified speakers guarantee:
  • three identical & tonally identical front speakers with extremely low tolerances for homogeneous, precise reproduction.
  • maximum low distortion at high levels for always clean, detailed sound.
  • nearly straight frequency response for distortion-free reproduction.
  • Dipole speakers as rear speakers: a precisely defined dispersion pattern for a wide listening zone for multiple listeners.
  • THX speaker sets achieve high, distortion-free levels like in the cinema for authentic reproduction.
  • THX-certified sets (THX speakers and THX AV receiver) work optimally together immediately. All settings (crossover frequency, THX reference level, equalizer, etc.) fit perfectly.
Are THX speakers suitable for listening to music?

Of course.
Since THX speakers are optimised to playback multi-channel signals (4 or 5.1 channels), the front speakers permit the precisely staggered and very true to detail spatial playback, while the surround speakers ensure realistic room characteristics.
Both are also ideal requirements for playing back music.

How is THX Ultra 2 specified?

THX Ultra 2 is the first THX standard that was completely developed for digital home cinema sound standards.
THX Ultra (1) was still based on the "original" Home THX, which was already used in high-quality AV amplifiers/receivers during ProLogic times.

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.