In the topics below you will find all information needed to isolate a fault and exclude problems yourself, our repair/warranty procedure and shipping instructions in case a repair is needed. We suggest you read the topics carefully before shipping your defective device.
- The Structured fault finding procedure can help customers to accurately pin-point problems and ask questions.
- The Repair/warranty procedure explains how we operate.
- The Shipping instructions cover the RMA form, how to fill in customs paperwork to prevent VAT costs and packaging.
- The International shipping instructions give an overview of customs paperwork needed and how to fill them in.
If you have any further questions, feel free to send us a message!
Structured fault finding procedure
Occasionally, we get questions about problems with equipment when nothing is wrong with the equipment but the problem lies somewhere else, or the bug is actually a feature. To prevent needless shipping of equipment around the globe we have made a structured fault-finding procedure. Help us to help you in pinpointing the source of the problem. If you can't find the source of the problem we are there to ask questions and help. So what can you test before sending an RMA request?
Not a bug but a feature:
If volume control is not working, do you see an F in the display? Turn Fixed volume control off in the menu.
If MQA is not working, is it turned ON in the menu?
The display of my Sonnet device turns off but the rest of the device keeps functioning. A display off function can be set in the menu. Hermes and Kratos: long-press the power button to access the menu. Morpheus and Pasithea: press the Source and Power button at the same time to access the menu.
Adagio and Jade: when I plug in power I'm not getting sound. A protection circuit is present in the Metrum DAC+preamp models to prevent overload of a connected power amplifier. Using the volume up button on the remote control removes the safety muting and in effect restores sound.
Can you check:
A power switch is present on some of our DAC models, is it turned ON?
Are the led indicators or the display dim or unreadable?
Do any of the indicator lights function?
Have you tried turning it off and on again?
Did it ever work correctly, or was the problem present from the start?
What changed before the problem occurred?
Is the fault intermittent?
Does controlling the volume change anything?
What external factors are present when the fault occurs? (think temperature, other connected equipment, changed a cable, moving a cable, turned on another device and the like)
Did the fault occur when you just turned the equipment on or mid-music-play?
What was in place of the defective equipment before? Did that work properly?
Is all equipment connected to the same single wall socket and not on sockets across the room?
Can you (or let someone with an electrical engineering background) check the line voltage setting and check the fuses for continuity? Always unplug equipment before checking!
If equipment doesn't turn on, has a dim display, dim indicator lights or smells bad: unplug it, contact us and fill in the RMA request form.
Have you tried:
Other cables or wiggling cables
Other input on DAC
Other input on pre-amp
Different sampling rates
Other DAC in the same place (if available)
Rattle test
Please tell us what you found, and also what you didn't or couldn't test.
When filling in the RMA form, please also mention which other associated equipment is in the audio chain. Think of digital sources, DACs, amplifiers and (active) speakers.
If you can isolate the problem make sure you fill in this information on the RMA form. If you need assistance we will advise where possible. If we can't help you pinpoint the problem a repair is usually needed.
Repair/warranty procedure
Before sending equipment to us for repair, warranty or returns please contact your point of sales first. If this is a dealer, contact your dealer first. If you ordered directly from us or need a modification (i.e. Pavane Level upgrade), contact us. Some problems are not a problem but a feature, sometimes a cable is broken, associated equipment can be defective, so we appreciate minding the environment and ship equipment only when needed. Let us help you to figure out what and where the problem is/lies before sending equipment for repair. This can also give peace of mind and prevent frustration. We really want to help you by asking questions. If together we can't figure out what is wrong, sending equipment for repair is the best option. We aim to help and have satisfied customers.
Shipping for repair
Before sending equipment to us for repair, warranty or returns please check our structured fault finding procedure. Some problems are not a problem but a feature, sometimes a cable is broken or associated equipment can be defective, so we appreciate minding the environment and ship equipment only when needed. Let us help you to figure out what the problem is, which can also diminish frustration. You can contact [email protected], also if you already isolated a fault. If together we can't figure out what is wrong, a repair is usually needed. Please fill in all necessary customs paperwork to prevent waiting times at a customs department and ship your repair(s) to us. For international shipping (outside EU), please also read the section on International shipping.
Below is all important data:
Metrum Acoustics BV
Street: Daviottenweg 9
ZIP code: 5222BH
City: 's-Hertogenbosch
Country: the Netherlands
att: Metrum repairs (Metrum returns - in case of a return)
Incoterms: DAP
HS code: see list below
MID code (intended use): 130.006
RN number according to the following format: "RN MA-YYYYMMDD-initials"
(Format: MA for Metrum Acoustics/SDA for Sonnet Digital Audio, Year, Month, Day, Initials of owner)
BTW number: NL861419005B01
EORI number: NL861419005
KvK number: 78480817
Common HS codes for audio devices and associated equipment:
85198900 electronic audio devices and modules
85189000 speakers
85235220 SD card
85437003 remote control
76169990 aluminium parts
If your HS code is not listed, you can use https://www.tariffnumber.com/2025/85198900
Before packaging and shipping, fill in and print the RMA Form (download). Put the RMA form inside the box so the original owner can always be traced. Take your time in describing the problem or refer to email communication: see also our structured fault finding scheme (Which other equipment is connected? Does the fault always occur or is it intermittent? Have you tested other inputs/outputs? Other sample rates?)
Declare the goods as a repair in the official customs paperwork (not as commercial export), which counts as a temporary import (not a permanent export). Declare the customs value as low to prevent taxes and customs duties. The amount that is declared to the insurance can in some cases be different (higher), and is independent from the customs value. It is a 'defective' unit, therefore, the value can be declared as low. Mark the outside of the package with “repair” and write the RN number on the outside of the box. In the customs paperwork use the HS code: 85198900 so customs knows what type of goods is inside the box. For incoterms choose DAP (Delivered At Place). Use EORI number NL861419005 to state that Metrum (as addressee) is a company and that we accept repairs that don't need to be taxed. Sending a device as commercial export will result in VAT costs because we need to pay VAT for the import, but also can't send the device back as a repair resulting in VAT for you, our customer. Please note that, if applicable, customs fees and VAT will have to be paid by the customer.
Upon receipt of your shipment we will notify you. Please note that the Netherlands is an EU country and that - depending on shipping method - shipping from some parts of the world can take a long time. Also, customs services sometimes take their time in releasing goods.
We will do an external check for damages. If a device is damaged during transport we will notify you and send pictures for insurance purposes if needed. After reading the RMA form we will try to reproduce the error. Sometimes it happens that no fault is found, we will then do a burn-in test with your equipment. Some customers appreciate an indication of repair costs, we will only do this if you request us to do so and by writing the amount for notification in the RMA form.
Some customers request us to repair their equipment, but in the process also do upgrades. We can do upgrades for you, since we already have the equipment open. On top of that, we also measure the end result and verify proper functioning. This can be more economical for you as our customer.
When we receive payment for the repairs we will ship your equipment back. For some parts of the world - for example the USA - track and trace information will work until the shipment reaches US soil. Then, the package is not traceable while it is being processed by customs. After release of the shipment, the track and trace information will work again.
Shipping international repairs (outside the EU)
Shipping a repair to our factory is sometimes necessary to get your product back in working order. To make shipping smooth and easy it helps to follow the tips below. A party that ships worldwide is preferred, as national post offices are usually slower and require more paperwork.
To prevent delays, returns or high import duties, customs documents must accompany any shipment. The necessary customs documents can vary between countries, but the most common are the commercial invoice, CN22/CN23 form and certificate of origin. These documents show a great deal of overlap, but some shipments require all of them. In some cases you will also need a POA (Power of Attorney) form (especially when sending with national post services). Below, the different customs forms are discussed in more detail, accompanied by document generators.
Commercial invoice
The commercial invoice is a document that declares the following information:
seller and buyer details
what is in the package (Detailed description: Audio electronics / HS code: see above)
quantity
value (and currency)
total weight
terms of sale (incoterms)
country of origin (the Netherlands)
intended use (domestic use – MID code 130.006)
A tool for generating a commercial invoice can be found on https://www.sendcloud.com/commercial-invoices-int/#Create.
Incoterms can be filled in as DAP (Delivery At Place). This implies that the sender pays for shipping and insurance, and arranges the customs documents. The receiver then should pay for taxes, if any. If you as sender declared a low value, the Dutch customs office won't tax us. If we need to pay taxes we can refuse the package or request you to pay the taxes after the repair is finished.
Sending an audio device for a repair counts as a temporary import/export. You can indicate this in the customs documents by marking “returned goods” or “repair”.
At Office of origin you can fill in DHL Express, DHL Parcel / FedEx / UPS worldwide or other office you send the package from, followed by the name of the city you ship the package from. Example: UPS express Amsterdam.
Print 3 copies of the commercial invoice, date stamp and sign them, then add them to the outside of the shipment in a transparent pouch. One commercial invoice for the home country, one for the destination country and one for the receiver. Please also add an RMA form on the inside of the box.
CN22 and CN23 form
CN22 is for shipments with a value lower than 425 euro and a weight less than 2 kgs. CN23 is for shipments between 2 and 20 kgs with a value of 425 euro or more. You can generate a CN22/23 form using https://www.sendcloud.com/cn22-cn23-customs-declarations/.
Please note: if you declare a low value it can save you a lot of paperwork and taxes.
Certificate of Origin
This document states in which country most of the production work took place, or where the final assembly of a product took place. Our products are manufactured in the Netherlands. Sometimes you are required to describe the contents. In case of a repair the contents are described as “electronics”.
Power of Attorney
A package is not just crossing country borders, a package is handed over from one party to the other several times. The POA document gives the agent (transporter) in the receiving country the legal power to act for you (the principal). The agent can then sign legal documents for you that are needed to hand over the package to customs and beyond. For your information, an international package is handed to a post office on your end, then goes through customs of your country, transporter, customs of the Netherlands, transporter, Metrum Acoustics.
Large transporting firms that ensure end-to-end delivery usually don't require the POA form because they stey within the same entity (transport company A sends to transport company A in a different country). This is why local post offices do require a POA, because the package is handed over to PostNL in the Netherlands (transport company A sends to transport company B in a different country).
Checklist – inside of the box:
RMA form (fill in and print page one)
Checklist – outside of the box, in a transparent pouch:
Waybill containing our name, address, etc
Commercial invoice (3 prints, date-stamped and signed)
CN22/CN23
Certificate of Origin (if needed by your transporter)
POA form (if needed by your transporter)
RN number (indicates temporary export)