The headphones are physically damaged, or supplied parts or accessories are missing.

Select the appropriate troubleshooting step

• If your headphones have been dropped or are physically damaged, please consult your nearest Authorised Sony Service Center.
• If the supplied parts or accessories of your Truly Wireless Headphones are missing or lost, please refer to What should I do If I lost one side of the earbuds (headphones) or the charging case?

Note: The standard warranty does not cover physical damage or missing parts or accessories.

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