Yes, Sony repairs its headphones, through its own support team and a network of authorised service centres. But there are two catches. Out of warranty, it's a paid service. And even within warranty, anything Sony classes as physical damage isn't covered. That's where most hinge and headband claims end up.
This guide explains how Sony's repair service works in the UK, what you can expect, and the other options if Sony's route doesn't suit you.
How Sony's repair service works
- Contact Sony support. Start from Sony's UK support website for your model. It has troubleshooting steps, contact options and repair information.
- Troubleshooting first. Sony will usually ask you to try a reset, a firmware update and a different charger or cable before booking a repair. It's worth doing these anyway. See how to reset Sony WH-1000XM4 and how to reset Sony WH-1000XM5.
- A repair case. If the fault remains, Sony opens a case and directs you to an authorised service centre.
- Assessment. The service centre inspects the headphones and decides whether the fault is covered.
- Repair or quote. If it's a covered fault within warranty, the repair is free. If not, you'll get a quote to accept or decline.
What's covered, and what isn't
Usually covered within warranty: faults that appear without any physical damage, such as headphones that stop charging, won't turn on or lose sound on one side through an internal failure.
Usually not covered: anything Sony judges to be physical damage, wear or misuse. That commonly includes cracked headbands, snapped hinges and swivels, damage from liquid, and worn ear pads. Owners on Sony's own community forums describe hinge and headband claims being refused as physical damage almost straight away, even on young headphones.
Sony's standard manufacturer warranty on headphones in the UK has been one year. Some promotions and retailers have offered longer. Separately, your consumer rights under the Consumer Rights Act are with the retailer you bought from, and can go further than Sony's warranty. See Sony hinge broken: warranty and your consumer rights.
What Sony's out-of-warranty repairs cost
Sony doesn't publish its repair prices. Owners report quotes of around £80 for an XM3 headband, and around €70–€100 for XM5 headband and hinge repairs in Europe. US owners mention $100–$150. You'll be quoted for your specific model and fault.
For a side-by-side comparison of every route, see how much Sony headphone repair costs.
Can you buy Sony spare parts?
Not easily. Sony points UK customers to an authorised parts distributor, but owners report that it lists few or no parts for the WH-1000XM headphones, and one owner was told the official supplier doesn't sell the XM4 swivel. Most replacement parts available online are either reclaimed genuine parts or aftermarket copies.
When Sony's repair makes sense
- Your headphones are within warranty and the fault isn't physical damage. Then Sony's repair should cost you nothing.
- You want Sony to do the work, whatever the cost and wait.
- The fault is unusual and needs a part that only Sony can supply.
When an independent repair makes more sense
- The warranty has run out, or the claim was refused as physical damage.
- It's a common fault with a known fix: a broken hinge, a worn battery or a charging port.
- You want a fixed price before you send them.
I repair Sony WH-1000XM3, XM4 and XM5 headphones by post at fixed prices, using genuine Sony parts for hinges and headbands where available, with a 12-month warranty. If you're not sure what's wrong, my any-fault repair starts with a £4.99 assessment and a quote, and the £4.99 comes off the repair if you go ahead.
What about Sony earbuds?
The WF-1000XM earbuds are sealed units that can't be opened without damage, so independent repair isn't practical. For earbuds, Sony's warranty, your consumer rights with the retailer, or a replacement bud from Sony are the realistic routes. I don't repair earbuds.
Questions people ask
Does Sony repair headphones for free?
Only within warranty, and only if the fault isn't classed as physical damage. Out of warranty, Sony's repairs are paid.
How do I send Sony headphones for repair?
Start with Sony's UK support site for your model, work through the troubleshooting steps, then contact Sony to open a repair case. They'll tell you where to send them.
Will Sony repair a broken hinge?
As a paid repair, yes. Under warranty, it's often refused as physical damage. Owners commonly report this on Sony's own forums.
Is it better to use Sony or an independent repairer?
Within warranty, use Sony or the retailer first. Out of warranty, it comes down to price, time and preference. For common faults, an independent repair is usually quicker and costs less.
My recommendation
If your headphones are still within warranty and the fault isn't damage, go to Sony or the retailer first. It costs nothing. If they're out of warranty, or Sony has refused the claim, get a fixed-price quote from an independent repairer before accepting Sony's.
If you'd like me to take a look, the Sony headphone repair page lists every repair and its price.