Sonos Warranty and Damage-in-Transit Claims — AU/NZ Reseller Guide

Sonos Warranty and Damage-in-Transit Claims — AU/NZ Reseller Guide

Who This Article Is For

This article is for Westan resellers — dealers, installers and retailers who purchased Sonos products through Westan.

End users (the customer who bought the product from a reseller) should contact Sonos directly — Westan does not process end user warranty claims.

Your Options as a Reseller

Issue typeLodge with WestanContact Sonos direct
Product has a warranty fault (DOA or failed in use)✅ Yes — lodge hereYes — reseller's choice
Product arrived physically damaged from Westan✅ Yes — lodge hereNo
Technical support or setup assistanceNo✅ Yes — contact Sonos
End user warranty claimNo✅ Yes — end user contacts Sonos direct

Sonos Direct Contact Numbers

  • Australia: 1800 680 234
  • New Zealand: +64 (0) 800 423 747

Warranty Claims (Resellers)

Westan can self-authorise warranty claims where troubleshooting confirms the unit is faulty — you do not need to obtain a Sonos case number before lodging.

Before lodging, confirm:

  • The product was purchased through Westan (check your invoice)
  • The product is within the warranty period (+ 1 month grace applies):
    • Standard products: 1 year from date of purchase
    • Era 100 Pro and Amp Multi: 3 years from date of purchase
  • Basic troubleshooting has been attempted: power cycle and factory reset

When lodging, include:

  • Serial number of the faulty unit
  • Date of purchase
  • Description of the fault
  • Troubleshooting steps already taken and their outcome

Damage-in-Transit Claims (Resellers)

If a product arrived physically damaged from Westan’s warehouse, lodge a transit damage claim. Common signs include dented or crushed outer cartons, cracked unit housings, or broken components upon unboxing.

Before lodging, gather:

  1. Photos of the outer carton — all sides, showing damage or crush marks
  2. Photos of the inner packaging — showing displacement or damage to foam/inserts
  3. Photos of the damaged unit — close-up of the damage
  4. Westan order number or invoice number
  5. Serial number of the affected unit

Transit damage claims must be lodged within 5 business days of delivery.

How to Lodge a Claim with Westan

  1. Go to support.westan.com.au
  2. Select the Sonos department
  3. Submit a new ticket with a clear subject line — for example:
    • Warranty — Sonos Arc Ultra — [Your company name]
    • Transit Damage — Sonos Sub Gen 3 — [Your company name]
  4. Include all required information and any photos in the ticket body

Resolution

Once assessed by the Westan support team, resolution will be via credit note or replacement unit depending on stock availability. You will be notified via your ticket.

If You Choose to Contact Sonos Directly

If you prefer to deal with Sonos directly for a warranty fault, call the numbers above. Have ready:

  • Serial number of the product
  • Date of purchase and dealer name
  • Email address used to register the product on the Sonos account
  • Description of the fault

Sonos will conduct their own troubleshooting process and advise on next steps, which may include an advance replacement. Note: in New Zealand, advance replacements involve a credit card hold.

Last reviewed: July 2026