7-Day DOA Product Guarantee
You will enjoy this guarantee if you receive a damaged, wrong or unusable item (quality issue caused). Please contact us within 7 days of receiving the package for a return authorization.
Once the product has been returned to our designated address, we can ship you a new item for free (we will refund the shipping cost of your return), or you can opt for a full refund.
30-Days Return Policy
If you are not satisfied with your purchase and the product is still in brand-new condition, we can arrange a partial refund which will include the item price minus the shippping costs and taxes duties (Round trip shipping costs and duties).
If it is plastic sealed when you get it, it should remain plastic sealed. Some types of goods such as CIEMs and custom cables cannot be returned.
Please contact us within 30 days of receiving your order for a return authorization. (confirmed by shipping tracking history)
Notes:
Once the product has been opened, it is generally recommended that you resell it directly locally if it is not returned due to quality issues, or simply because you do not want the product you received. But if you have to return it, we will charge a 30% fee for resealing the product.
Items such as earplugs/holsters/cables are not covered by this guarantee due to hygiene reasons.
Refunds
We may refund you for the following reasons,
- Returned items due to the policy of returns once we get them.
- Order cancellation
If you paid by credit card, It will arrive to you within 7 working days usually. The time will depend on the bank handling time. If you pay by PayPal, It will arrive to you within a few hours. If you didn’t get the refund during the above lead times, write us to check the reason.
The refunded amount may be slightly different from your original national currency payment due to Currency Exchange rates varying, HiFiGo is not responsible for the difference.
There may be a transaction fee deducted by your bank when the order is canceled or refunded fully or partially, HiFiGo is not responsible for this if your bank charges you any additional fee.
Warranty
Essence Ears warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of one year for labor and one year for parts from the date of the original order except the items listed below:
- IEMs: 1 year warranty
- Cables and Adapters: 3 months warranty
(excluding carrying cases, ear tips, and other accessories)
Should the Product(s) supplied by Essence Ears prove defective because of improper workmanship or material as reasonably determined by us, Essence Ears agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges.
This warranty extends only to personal use & does not extend to any product that has been used for commercial use, rental use, or use that is not intended. There are no warranties other than expressly set forth herein.
THE WARRANTY DOES NOT APPLY TO THE FOLLOWING
- Damage due to user negligence, accidents, disassembly, waterlog, misuse, abuse, alterations or vandalism.
- Improper or inadequate maintenance.
- Failure to perform required preventive maintenance.
- Use not following the ‘User Guide’ or any additional safety, use, or warnings included in the product materials.
- Unauthorized modification or commercial use.
- Damage in return transit.
- Unsupervised use by children under 18 years of age.
- Accidents, abuse, misuse, improper installation, problems with electrical power, acts of third parties.
- Products that are altered or repaired by anyone not authorized by Essence Ears.
- Usage not following instructions accompanying the Product(s).
- Failure to perform required preventive maintenance.
- Weather conditions, lightning, fire, water, or any acts of nature.
Furthermore, Essence Ears is not liable for incidental or consequential damages of any nature resulting from the use of this product, and any liability shall not exceed the purchase price of the product.
Disclaimer of Warranties
Except as set forth herein, Essence Ears disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by Essence Ears, usage not following instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by Essence Ears, weather conditions, lightning, fire, water, or any acts of nature; Essence Ears shall not be obligated to provide any warranty service or obligations unless the customer has paid its invoices in full under this or any other Essence Ears invoice. Essence Ears shall have the sole discretion in determining whether the Product is covered under the warranty for labor and/or warranty for parts.
FAQs
How can I Request a Warranty replacement or repair?
You must email our customer service support@Essenceears.com within the applicable warranty period with your order number and your specific inquiries. Please describe the problems that you encountered with as much detail as you can.
Can I cancel an order?
Once an order is placed, you have less than 24 hours to cancel it if it is not processed yet. Once the order processes and is accepted by our warehouse, you may still request cancellation, however, please know that cancellation at that stage is not guaranteed.
Need help?
If you have any questions, please feel free to contact us at support@Essenceears.com