Question 1

At what point is my product reserved?

Accepted Answer

A product reservation becomes effective once the payment is validated. The available payment methods are as follows:

For payments by credit card or PayPal, validation is immediate.
For payments by bank transfer, the reservation will be effective as soon as our bank confirms receipt of the transfer.
For payments by financing organization, the product will be reserved once the banking organization has given its approval.

Question 2

Welcome Professionals

Accepted Answer

Are you a professional in the audio and video industry?

We offer you a special rate, permanent availability of thousands of references deliverable within 24 hours throughout France and Europe.

Contact us to open your account!

Question 3

How long do I have to return my product?

Accepted Answer

You have 14 days after receiving your order to declare your intention to return the product. You then have an additional 14 days to return it to us.

To return it to us: the return will be at your expense. Only products in perfect condition, with all their accessories, in their original packaging will be accepted. Remember to declare the value of the returned product to your carrier and opt for adequate insurance.

Please note that if you refuse a product during shipping, the round trip shipping costs will be at your expense, since by doing so you are depriving yourself of the legal 14-day trial period.

The Hamon law clearly states: "Consumers must wait for the receipt of their goods in order to exercise their right of withdrawal."

Question 4

How long will it take for me to receive my extended warranty certificate?

Accepted Answer

We send your warranty extension request directly to the organization in charge. Within 48 hours of shipping your order, you will receive a copy of the contract by email.

Question 5

Order not deliverable after 1 month and refund

Accepted Answer

Any order that cannot be delivered within 1 month due to supplier unavailability will be refunded upon customer request, unless the customer expressly maintains their order.

Question 6

How to buy in-store products that are not available online?

Accepted Answer

Some products from certain brands are only available for purchase in-store, in accordance with the sales restrictions imposed by the brands. Therefore, it will not be possible to add them directly to your cart.

However, if you are interested in making a purchase, please contact us for more information.

Question 7

How do I leave a review for a product?

Accepted Answer

We greatly value your opinion on the products you have received. Your feedback, whether positive or negative, is valuable not only to us but also to future customers considering ordering them. You will be able to share your impressions once you have received and tested the products. Your testimonials will be published directly on the page of the product concerned.

It is important to note that the comments you submit should focus on the products themselves and should not include your overall experience with our company. Additionally, we ask that you do not mention the price of the product in your comment, otherwise it will be automatically rejected.

Question 8

How do cashback offers work?

Accepted Answer

Brands offer limited-time refund offers under certain conditions. Regardless of the price paid, you will be refunded the advertised amount by presenting the invoice and the required documents (photo of the box, photo of the nameplate).

If you send your request by mail, we recommend using a registered letter with acknowledgment of receipt to keep a record.

Question 9

How does a multi-product shipment work?

Accepted Answer

Please note that for orders including two or more products, the option for delivery to a pick-up point will not be available.

In the case of shipping a package over 30 kg (a large television, for example) or a multiple order (a speaker pack, amplifier, etc.), road transport is preferred with home delivery by a delivery driver.
Within 48 hours, you will receive an SMS on your mobile phone (check that you have indicated it correctly on your profile) informing you of the scheduled delivery date.
If this day is not convenient for you, you can take the initiative to call the driver to schedule the delivery for a date that suits you best.

Question 10

How does a pallet shipment work?

Accepted Answer

If you order many large or bulky items, we will deliver them to you by specialized carrier.

For added security, they will be placed on a pallet, firmly strapped, and covered with a transparent plastic film with a security strip.

Question 11

How does the product return process work?

Accepted Answer

You wish to exercise your right of withdrawal. Here are the return procedures:

The product

The product must be in perfect condition in its original packaging, in particular with the barcode and serial number intact, as well as all its accessories. Be careful not to excessively wrap the packaging box with tape, and to only put what is necessary inside. If possible, add an additional packaging or protective film around the original box. Also include the completed withdrawal form.

Shipping

You can return the product to us by dropping it off directly at the store or by sending it back via a carrier.

The return address is: HomeCinéSolutions, 3 rue Ferdinand de Lesseps, 60200 Compiègne.

Return shipping costs as well as any losses or breakages during transport are at your expense. To avoid any problems, we strongly advise you to take out insurance with the carrier. And don't forget to keep the proof of shipment or drop-off.
Televisions with a diagonal greater than 50 inches (127 cm) must be returned using a specialized carrier.
We cannot currently accept returns at pick-up points.

Question 12

What happens when I live in the French overseas territories (DOM-TOM)?

Accepted Answer

When you place an order on our site, you may be eligible for tax-free payment if your delivery address qualifies. Our system will automatically apply tax-free rates if you meet the eligibility criteria.

Please note: You may be required to pay a local tax called "Octroi de mer".

Question 13

Should I keep the original protective packaging?

Accepted Answer

It is highly recommended to carefully keep the original protective packaging (polystyrene, boxes), as well as all the accessories provided (cable, remote control, manual, calibration microphone). This will allow you to prevent any damage in case the product needs to be returned.

Question 14

Will my order be delivered to my floor?

Accepted Answer

Delivery is made at the bottom of the building or in front of your home.

It is advisable to have several people present on the day of delivery. You can ask the driver for help, but they are not obligated to accept.

If you would like delivery to a specific floor, a quote request will be made to our carrier. Since this requires two drivers, the cost will be higher than a normal delivery, and the delivery time will be slightly longer.

Question 15

Does the discount code apply to "bundle" purchases?

Accepted Answer

No, it is not possible to use a discount code for a bundle purchase. Discount codes cannot be combined with other ongoing promotions or discounts.

Question 16

I am a company outside the EU, do I have to pay VAT?

Accepted Answer

If you represent a company located outside the European Union and have a valid intra-community VAT number, you may be eligible to pay tax-free. Simply enter your intra-community VAT number during the ordering process on our website, and our system will automatically apply tax-free rates if you meet the eligibility criteria.

Feel free to contact us if you have any questions or concerns.

Question 17

Until what time can I place an order and receive an invoice dated for today?

Accepted Answer

If you placed your order after 6:30 pm, outside of business hours, your order will be billed on the next business day. The invoice will be dated for the next business day.

Question 18

Does the professional have a right of return?

Accepted Answer

No. The right of return only applies to individuals.

Question 19

Does the professional pay for shipping costs?

Accepted Answer

Yes. Shipping costs are indicated on the order.

Question 20

Are in-store demonstrations possible?

Accepted Answer

We are at your disposal to welcome you in our store in Compiègne (60200).

Depending on the store's level of activity, it is not always possible to do a listening session without an appointment. It is preferable to contact us in order to reserve a time slot for the demonstration.

Question 21

Are payments secure?

Accepted Answer

Rest assured, you do not enter any crucial information on our site, such as your credit card number: all of this is done on the servers of our financial partners (Adyen, Younited, Alma, Paypal).

Moreover, our company has been in existence since 2001: few sites can boast of being as transparent.

Question 22

Hamon Law and Right of Withdrawal

Accepted Answer

Under the Hamon law, you have 14 working days after delivery to return the product to us at your own expense, in perfect condition, with all original accessories.
Remember to declare the value of the returned product to the insurance company.

Important: Please note that if you refuse a product during shipping, the return shipping costs will be at your expense (since by doing so, you are depriving yourself of the legal 14-day trial period).

"Consumers must wait until they receive their goods before they can exercise their right of withdrawal."

Question 23

Where do I enter my discount code?

Accepted Answer

When placing your order, you will find a dedicated field to enter promotional codes. To apply a code, simply copy and paste it into this field and click on the corresponding validation button.

Question 24

Where can I find my invoice?

Accepted Answer

The invoice is generated only when your order is shipped and can be viewed in the "Orders" tab. Simply click on the corresponding order number to access it.

However, if you have difficulty finding it, please let us know and we will send you a copy via our internal messaging system, accessible from your customer account.

Question 25

Where can I find your terms and conditions of sale?

Accepted Answer

You can find our general terms and conditions of sale (GTC) in the "Help" section of our website.

Every purchase confirmation on our site is accompanied by an up-to-date PDF copy of our GTC.
We recommend that you download them and keep them with your invoice.

Question 26

Payment by credit card and fraud prevention

Accepted Answer

As part of our anti-fraud measures, we have implemented 3D Secure payment for payments by Carte Bleue, Visa and Mastercard. This service is offered to you free of charge by your bank.

Accepted bank cards:

3D Secure — also called Verified by Visa or MasterCard SecureCode — enhances security when you shop online.

At the time of payment, your bank verifies the identity of the cardholder before validating the transaction. It may ask you for your date of birth, a secret code of your choice, a code received by SMS, etc.

For payments by E-carte bleue and other cards without a chip, please choose another payment method (Aurore Card, PayPal, Kwixo, bank transfer ...).

For more information on data security, you can also consult this page:
http://www.homecinesolutions.fr/paiement-securise-societe-generale-sogenactif

Question 27

Payment by bank transfer.

Accepted Answer

The processing time by banks is 2 to 5 days for a transfer from France, and 4 to 10 days for an international transfer.
Order validated upon receipt of your transfer.
You will find our bank details below:
http://www.homecinesolutions.com/about-us

Question 28

Lost postal package

Accepted Answer

In case of non-delivery of a package, lost or stolen, the services of La Poste or Chronopost open an investigation to find this package. We must wait for the result of the declaration before we can decide whether to proceed with an exchange or a refund for this order.

Question 29

Can I pick up an order in store?

Accepted Answer

Yes, you have the option to pick up your order directly in-store. To do this, simply select the "in-store pickup" option when placing your order.

To collect your order in-store, you must present a valid form of identification. If you designate a third party to pick up your order, they will need to present their own ID as well as yours. Please note that these measures are taken to ensure the security of your purchases.

Question 30

Privacy policy and protection of personal data.

Accepted Answer

The information you provide to us is only used to process your orders and is kept secure and strictly confidential. We will never share it with third parties without your consent.

Question 31

Return Policy and Order Cancellation

Accepted Answer

There is no need for a registered letter. We cancel and refund your order upon request, by phone or via the messaging system in your customer account.

Refunds are generally processed once a week and you will receive an email confirming the refund has been completed.
The refund is made using the payment method you initially chose: credit card, Paypal, bank transfer, financing...
In the case of a refund by bank transfer, you will need to provide us with your bank details: IBAN + BIC code.

Question 32

Why is my discount code not working?

Accepted Answer

The discount code is specific to certain products. Its validity period is limited in time.

Question 33

Can you modify an invoice after it has been issued?

Accepted Answer

French law prohibits any modification of an invoice after it has been issued. Please ensure that you enter your details correctly when placing your order.

Question 34

Products excluded from the right of withdrawal

Accepted Answer

In accordance with Article L.221-28 of the Consumer Code, products not subject to the right of withdrawal are custom products (cut cables), products that have undergone personalized finalization (furniture), or sealed products (in-ear headphones).

Question 35

Can I have a different delivery address than the billing address?

Accepted Answer

Yes, it is possible to have a delivery address that is different from the one used for billing, except for orders paid via PayPal. This is due to insurance requirements. In this case, the billing address and delivery address must match the one declared on the PayPal profile.

Question 36

Can I benefit from a tax refund in store?

Accepted Answer

YES
Payment will be made in TTC (all taxes included) upon pickup at the store.
French VAT will be refunded upon receipt of the customs-stamped detaxe form, obtained when crossing the border.

The refund will be made by bank transfer.
Please provide your bank details: IBAN + BIC code.

Question 37

Can I get delivery outside of France?

Accepted Answer

We accept orders from abroad. Simply enter your contact information, address and delivery location to obtain a quote that includes shipping costs.

Question 38

Can I use multiple discount codes?

Accepted Answer

No, discount codes cannot be combined.

Question 39

When will my credit card be charged?

Accepted Answer

Your credit card is charged when the order is confirmed. Please note that if the ordered product is not in stock, your card will still be charged at the time of order confirmation.

Question 40

When will I receive my package?

Accepted Answer

The delivery time for a package depends on the chosen delivery method (to a pickup point or home). When you place an order, an estimated delivery date will be provided.

The fastest delivery method allows for delivery within France in 24 hours in most cases. The standard delivery method, which is more economical, can take up to 72 business hours.

For international deliveries, the timeframes vary between 48 hours and several days, depending on the destination and the selected delivery method.

Question 41

What is the shipping cost?

Accepted Answer

We strive to offer free shipping whenever possible. However, in some cases, a shipping fee may be required. This fee is calculated based on the weight of the shipment and the choice of carrier.

Question 42

What is the warranty period for second-hand devices?

Accepted Answer

A second-hand device is a product that has already been used. The device will be delivered to you in its original packaging with all its accessories.

All products come with the same warranty as a new product, which is 2 years.

Question 43

What is the best way to contact us?

Accepted Answer

To facilitate exchanges with our customers, we have set up an internal messaging system accessible from your customer account on our website. To contact us, simply use the 'Ask a question' tab in the internal messaging system. We respond quickly to all your requests, whether they are commercial inquiries, order tracking, or after-sales service.

However, we also remain available by phone.

Question 44

What is our in-store sales policy?

Accepted Answer

We do not have price differences between your order on our website and your in-store purchase.

If the product is in stock, you can immediately take your purchase with you on site or have it delivered if the packages exceed your loading capacity.

Question 45

What are the payment terms for professionals?

Accepted Answer

Payment must be made by credit card or bank transfer at the time of order.

Question 46

What are the conditions for buying at professional rates?

Accepted Answer

The professional must provide a recent company registration document (Kbis) and prove that they resell or install the same products that we distribute.

Question 47

What are our bank details?

Accepted Answer

Our bank details are as follows:

IBAN: FR76 3000 3022 9200 0200 1713 053
BIC Code: SOGEFRPPXXX

Question 48

What are our different delivery options?

Accepted Answer

We offer several delivery options to meet your needs. You can choose standard or express delivery to your home or office.

If you prefer to pick up your order at a relay point, you can opt for Colissimo Relais or Chronopost Pickup.

Finally, if you prefer to collect your order in-store, you can choose in-store pickup.

Please note that delivery times may vary depending on the delivery option selected and your location.

Question 49

What happens when I place the same order multiple times?

Accepted Answer

If you place the same order multiple times, our system will only validate one of them, automatically canceling the other identical orders.

If you encounter difficulties finalizing your order, please contact our customer service for assistance.

Question 50

What happens if items are missing from my order?

Accepted Answer

We may occasionally experience a temporary stock shortage for an item. The timeframes indicated on the website represent an average estimate of the replenishment time. However, we can only confirm the delivery date with certainty once we have contacted our supplier.

It's important to note that if an item is missing from an order containing multiple items, it will cause a delay in the complete delivery.

Question 51

What happens if my device breaks down after the manufacturer's warranty expires?

Accepted Answer

If your device breaks down after the manufacturer's warranty period, repair or replacement of the product will no longer be covered free of charge by the manufacturer. In this case, you will have to bear the repair costs.

You can directly contact the brand's authorized technical stations for more information and to get an estimate. You will find the contact details on the brand's website. If you can't find this information, don't hesitate to contact our after-sales service who will be happy to assist you.

Question 52

What happens if my product stops working during the manufacturer's warranty period?

Accepted Answer

If your product breaks down during the manufacturer's warranty period, please contact us by message and provide details about the issue you are experiencing. Don't forget to include the product's serial number and, if applicable, send us photos and/or videos. We will then provide you with instructions for handling the warranty claim.

It is essential that you keep the original protective packaging (polystyrene, boxes) and all the accessories provided (cable, remote control, manual, calibration microphone).

For televisions, the repair will be carried out at your home. Please provide us with your contact information and a photo of the identification plate located on the back of the television.

For other devices, the product will need to be sent to a technical service center.

Question 53

What is the manufacturer's warranty?

Accepted Answer

The manufacturer's warranty is a guarantee offered by the product's manufacturer to cover any manufacturing or material defects. In case of a problem covered by the warranty, the manufacturer may repair or replace the product.

It is possible that the manufacturer's warranty can be extended for certain products and brands. If this is the case, you will simply be asked to register on the brand's website to benefit from this warranty extension.

Question 54

What is a failure at commissioning?

Accepted Answer

If your product breaks down within 15 days of delivery, this is considered a failure at commissioning. In this case, we will immediately replace the defective product (if the failure is confirmed).

We strongly advise you to keep the original protective packaging (polystyrene, boxes) and all the accessories supplied with it (cable, remote control, manual, calibration microphone).

Question 55

How long does the refund process take?

Accepted Answer

The legal time limit is 15 days.

In practice, we process refunds once a week, after receiving and inspecting the condition of the returned product.

Question 56

Does a company from the European Union have to pay VAT?

Accepted Answer

By providing your company's intra-community VAT number when delivering to a country within the European Union, you can benefit from a VAT exemption.

Frequently asked questions (FAQ)

All questions

Discount Codes

Order

Contact

Billing

Financing

Warranty

Shipping

Store

Payment

Refund

After-Sales Service

Sales to Professionals