Terms of service

Warranty Policy

Warranty Definition

A warranty is our written commitment to repair or replace a product that is defective due to a manufacturing defect.

*In some cases, the warranty may not apply or coverage may be limited. Please see the section below.

Warranty Period

Audione offers a one-year warranty on our products (excluding cases, earphones, and other accessories). Audione offers a three-month warranty on cables and adapters. The warranty period begins on the date of purchase. If you encounter any issues, please email jiaomei_liu@audione.net.cn. If you do not receive a response from us within three business days, please contact us through our website.

Non-original buyers must notify us to inquire about the warranty status of their purchased product and whether they can file a warranty claim. We require details such as the order number, the non-original buyer's personal contact information, and the shipping address.

For Audione's private label brands, such as TANGZU, we offer repair services even without an order number, as long as the product is still repairable. However, this service does not apply to discontinued products. You are responsible for all shipping and repair costs. Repair times may be longer for products without an order number.

Defective Products

The Audione warranty covers any factory defects that may affect the product's normal functionality. It does not cover damage caused by human error, negligence, or other factors (details below).

If your product is defective, please follow the instructions below:

Send an email to jiaomei_liu@audione.net.cn with an appropriate subject line.

Please include your order number and a clear description of your issue.

Please attach photos and videos to prove your product is defective.

If the photos/videos provided are insufficient to prove the issue, we will conduct further investigation.

Once we confirm that your product is defective due to a manufacturing defect, we will arrange a replacement, partial refund, or full refund, depending on the circumstances.

We may require you to return the defective product to Audione for a replacement.

If you can verify the manufacturing defect with video/photos, Audione will only cover the shipping costs of the partially defective product within 7 days of receipt. We will reship the defective product only after we receive it. Audione does not cover shipping costs for customers who choose a full refund.

Items claimed to be defective after 7 days must be returned to Audione for inspection to detect any factory defects. Audione does not cover shipping costs. We only cover shipping costs for repairs/replacements and returns (excluding applicable local taxes, import fees, or processing fees).

*Note: Warranty procedures may vary depending on the product and issue. If you encounter any issues, please contact jiaomei_liu@audione.net.cn immediately. If you do not receive an email response within 3 business days, please contact us via our website or Discord for verification. If your failure to contact customer service promptly causes the product's condition to deteriorate, your 1-year warranty may be limited or voided.

Wrong/Missing Items

As a general rule, upon receiving your package, please inspect the packaging for damage before signing for it.

All customers must take a video of the entire sealed package unboxing, including opening the package and the product from all angles. Failure to provide this video will invalidate any claims for wrong or missing items.

If you have a claim regarding incorrect/missing items, please email jiaomei_liu@audione.net.cn. Please provide the following details:

1) Email jiaomei_liu@audione.net.cn with a subject line.

2) Please provide your order number and clearly describe the issue.

3) Please include photos of the sealed packaging and box, as well as an unboxing video, to prove your product is incorrect/missing. The shipping information on the packaging must be clearly visible.

Once the issue is confirmed, we will arrange a replacement or refund (depending on the circumstances). For claims of missing packaging or sealed products, an unboxing video is required. For incorrect products, Audione will determine whether you need to return them.

The following are not covered by the warranty:

Product damage caused by accident, user negligence, disassembly, water damage, improper operation, mismanagement, abuse, improper installation, vandalism, or modification. The product was a prize or giveaway.

This product was not purchased from audione.store (for example, if you purchased from AliExpress, a crowdfunding campaign, Amazon, a local reseller, etc., please contact the store or reseller directly).

Products may show wear and tear over time, including cosmetic changes such as color shift.