Return Policy

We offer a limited warranty based on a certain policy for EKSA products, please carefully read below before you do your warranty claim or request order cancellation. Here’re the basic facts on how it works:


How long does the limited warranty last?

EKSA provides customers with an extended 24-month warranty for our headphones. Please note that before any warranty claim actions, customers have to register to activate the warranty in 1 month after receiving products.


What is covered?

The EKSA products limited warranty covers manufacturing defects in materials and workmanship that might occur during normal use of your headphones. Yet this does not cover consumable parts such as batteries, ear pads, and others. Defects resulting from improper maintenance, unauthorized repairs or failure to follow operational instructions are just a few of the items that are not covered. Damages caused by the use of accessories and parts, including batteries, that were not manufactured by EKSA voids the limited warranty.

 

Cancellation

We only accept order cancellation before the product is shipped or produced. The refund of the order will be processed after the order cancelled and it may take 1-5 business days to return to your original payment channel. We DO NOT accept the order cancellation request if the product is already shipped out. 


Replace

We do not conduct replacement for items that have been shipped (on the way), or delivered without incoming manufacturing defectives.

* Can I get replaced if my products get delivered with incoming manufacturing defectives or damages?

Yes. Please firstly notify us within 24 hours of delivery and we would guide you to go through our replace process by returning the product to us or visiting our service centers in 7 days of product delivery if you find that the product comes with defectives or damages, kindly be reminded that you will be required to provide the related proof or receipts of your purchase, which could be order invoice, order confirmation email, receipt or order information.

When we receive your complained products, our customer service team will check into it and verify that the defectives or damages come with the products, and they will try to fix the products by replacing the defective parts or the whole with new ones.

In this case, if customers can not visit our service centers, we will take the shipping fee for sending products to us after we verify that the product is coming with manufacturing defectives itself, otherwise we will not take the shipping fee. Please kindly be reminded that our handling efficiency would be longer than normal considering the shipping time.

* Can I get replaced if my products stop working after a while of use within warranty?

Yes if your product issue is caused by itself other than any improper maintenance, unauthorized repairs or others caused by human. All you need to do is contacting us or visiting our service centers with your purchase proof, our team will check into it and try to fix it by replacing with new parts or the whole.

In this case, if customers can not visit our service centers, customers will have to take the shipping fee for sending the products to our service centers.


Return & Refund

We do not accept return and refund for orders that have been shipped (on the way) or delivered without incoming manufacturing defectives or damages. 

If you receive a damaged or defective product, please firstly contact us in 24 hours of product delivery and we would guide you to go through our return process by returning the product to us or visiting our service centers with the products within 7 days of product delivery as soon as we confirm your purchase is under our return policy. Please kindly note that you'll be required to provide your order number, product number and tracking number from your original confirmation email. Our support team may also need your email address, phone number or other information for return process.

Note: Return is only approved when the product comes with defectives or damage upon receiving, and please do contact us within 7 days of receiving and keep the product in original condition. For any return requests after 7 days of product delivery, we will not accept to process return.

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