Warranty Policy

Thank you for choosing ELEHEAR! We are committed to providing high-quality products and excellent after-sales service. Below are our warranty policy and return terms. Please read them carefully.

I. Warranty Policy

(A) Warranty Coverage and Duration

  1. ELEHEAR provides a one-year limited warranty for products purchased through authorized channels. The warranty period begins on the date of shipment and lasts for 12 months from that date.
  1. Warranty coverage

The warranty covers manufacturing defects, material issues, or workmanship defects under normal use, including but not limited to:
  • The product cannot power on or function properly;
  • Abnormal audio output;
  • The battery cannot charge or has significantly shorter battery life than the standard;
  • Software malfunctions (e.g., unable to connect to the app or firmware update failure).

  1. Out of warranty

situations are not covered by the warranty, and consumers are responsible for repair or replacement costs:
  • Human damage: Damage caused by accidental drops, liquid ingress, unauthorized disassembly, modification, or misuse;
  • Compatibility issues: Damage caused by using third-party accessories not compatible with the product;
  • Force majeure: Damage caused by natural disasters (e.g., floods, earthquakes, fires) or government actions (e.g., war, bans);
  • Normal wear and tear: Natural degradation from prolonged use (e.g., reduced battery capacity, aging ear tips);
  • Unauthorized purchases: Products purchased through unauthorized channels;
  • Component damage: During the one-year limited warranty, if product components (e.g., charging cable, ear tips) are damaged, consumers are responsible for repair costs.

(B)Warranty Process

  1. Warranty application submission

To submit a warranty claim, consumers must provide the following information:
  • Order number or proof of purchase;
  • Product serial number;
  • Description of the issue and relevant photos;
  • Contact information and address.

  1. Review and processing

ELEHEAR will review the warranty claim within 5 business days and contact the consumer via email or phone to confirm the issue and the resolution.

  1. Product repair or replacement

If the product meets the warranty conditions, ELEHEAR will provide the following solutions:

  • Provide factory refurbished models of equal value for replacement (if available);
  • If there is no stock, repair will be completed within 30 working days
  • Otherwise, brand new goods will be delivered;
  • If it cannot be repaired, refund according to the proportion of the remaining warranty period of the product (calculation formula: original price × remaining warranty days /365).

Warranty period for replacement goods:

  • Extend the remaining warranty period of the original product;
  • If the remaining warranty period is less than 45 days, it will be extended to 45 days;
  • The warranty will expire after the product is fully refunded.

  1. Transportation costs

  • For warranty claims of quality problems, within the trial period (45 days for official website purchases), ELEHEAR will bear the cost of round-trip transportation of products (this clause only applies to products purchased in the country of origin). After the trial period, consumers will be responsible for the full cost of transportation.
  • For non-quality warranty claims, consumers must bear the full cost of transportation.
    • Return goods for any reason other than a proven defect;
    • Warranty claims for items purchased outside the original country of purchase;
    • Unexpected return by the buyer;
    • Return of personal belongings;
    • Return products claimed to be defective but found to be in working condition by ELEHAER quality control;
    • Return of defective items in international transport;
    • Costs associated with unauthorized returns (returns of any unapproved warranty procedures).

(C)Warranty restrictions

  1. Warranty area restriction

ELEHEAR limited warranty applies only to the country of purchase. If the product is taken from the original country of purchase or shipped directly to another country from an authorized online purchase channel, the limited warranty is void.

  1. Warranty period limit

    1. Warranty claim period:
  • If you find a defect in your product and file a warranty claim, you must complete the process within 45 days of opening the warranty claim. If more than 45 days have passed, or if the product has exceeded the original warranty period (whichever is older), ELEHEAR will no longer accept warranty claims.

    • Requirements for returning goods:

  • If ELEHEAR asks you to return defective goods, you must return products that are exactly the same as the defective goods. If the returned item does not match the defective item, or if you do not return the defective item, the replacement item will no longer be covered by the warranty.

  1. Non-warranty coverage:

    1. The following circumstances are not covered by the warranty:

  • Failure to provide valid proof of purchase: failure to provide sufficient proof of purchase (such as order number, invoice, etc.);
  • Lost or stolen: After the product is lost or stolen, the warranty cannot be applied;
Out of warranty: The product has exceeded the warranty period (usually 1 year);
  • Non-quality problems: non-quality problems (such as appearance wear or normal wear and tear) that occur after 45 days of purchase;
  • Freebies and trial products: freebies or trial products obtained through promotional activities;
  • Unauthorized repair: The product has been repaired by a third party not authorized by ELEHEAR, or the use of uncertified repair parts;
  • External damage: damage caused by external factors (such as impact, extrusion, fire, etc.);
  • Improper use: damage caused by improper use (such as falling, water, exposure to extreme temperatures, improper operation of equipment, etc.);
  • Unauthorized channel purchases: Products purchased through distributors or channels not authorized by ELEHEAR.

  1. Disclaimer

ELEHEAR is not responsible for:
  1. Data loss: Data loss due to the use of ELEHEAR products;
  2. Return of personal items: The consumer mistakenly sends back personal items (such as non-Elehear products) upon return;

  3. Transport responsibility:

  • For returns caused by quality problems, if the consumer uses the prepaid freight label provided by ELEHEAR, ELEHEAR will assume the responsibility for damage or loss occurring during the transportation process;
  • For returns caused by non-quality problems, the consumer is responsible for damage or loss occurring during transportation, ELEHEAR does not provide refunds for items damaged during transportation due to non-quality related warranty claims.