Returns & Warranty
7-Day Return Policy
You may return any non-customized and non-sales product that is sealed, within the 7 days upon receiving it but you would have to bear the shipping costs incurred. For items that are damaged, incorrect, or faulty upon delivery, Kiwi Ears will assess the issue and provide a solution accordingly. We will either provide an exchange, a replacement or a repair service of the item(s), depending on the problem encountered. Please contact support@Kiwi Ears.com within the 7 days. If you do not receive a reply via email within 3 working days, please contact us via our website or Discord to check.
A restocking fee (35% of the item’s retail value) will be charged for parcels that have been opened. This also applies to packages that have been opened but are still working well. Please contact support@Kiwi Ears.com to process your request. After receiving and checking that the item is in good condition, you will receive an e-mail notifying you that the remaining 65% of the amount paid will be reimbursed directly to the payment method used (PayPal or Credit Card) within 3-5 working days. Please also note that PayPal or your bank may also require some processing time after we have issued your refund.
**Note: All customized products (including faceplate designs) are non-refundable and cannot be returned to Kiwi Ears. This also applies to items such as carry cases, cables, ear tips and other accessories, due to hygiene purposes. For CIEMs, customers who still face any discomfort after trying theirs for a few days should inform us within 1 month after receiving the product. A free re-fit service will be offered for the first time. We would also require a new set of ear impression with the best fit again. Photographs of the new ear impression would also be required for approval. Re-shell service for CIEM to UIEM is not available.
**Note: If one of the items in the package is defective/incorrect/missing (e.g. ear tips, carry case and etc.), a refund or replacement will be done only for that particular item, depending on the particular situation.
Definition of Warranty
Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.
*Warranty is not applicable or has limited coverage under certain circumstances. Please refer to the segment below.
Kiwi Ears offers a 1-year warranty coverage for our products (excluding carry cases, ear tips and other accessories). Kiwi Ears offers a 3-month warranty for cables and adapters. Warranty period starts from the date of purchase. Please send an email to support@Kiwi Ears.com, should you encounter any issues. If you do not receive a reply via email within 3 working days, please contact us via our website or Discord to check.
To check the warranty status of the item purchased and whether warranty is claimable, non-original buyers would have to inform us about it. Details such as the order number of the item, non-original buyer's personal contact details and shipping address would be required.
For Kiwi Ears's house-brands, such as THIEAUDIO, a repair service may still be provided for products without an order number, provided that they are still repairable. However, it is not applicable for items that have been discontinued. You would have to cover the two-way shipping and repair fees. Do also expect a longer processing time for such cases without an order number.
Kiwi Ears Warranty covers any factory defects that might affect the proper functionality of your purchase. It does not cover any man-made damage due to human error, negligence and etcetera (please read the following paragraph for more details).
If your product is defective, please follow the instructions:
- Send an E-mail to support@Kiwi Ears.com with an appropriate Subject Title
- Provide your order number and state your issue clearly
- Attach photos and videos to show how your product is faulty
If the photos/videos provided are insufficient to prove the stated issue, we will enquire more.
Once we have confirmed that your item is defective due to manufacturing issues, we will arrange for a replacement, partial refund or a full refund (where applicable).
We may require you to return the defective unit to Kiwi Ears in exchange for a replacement.
Kiwi Ears will cover the shipping cost for certain defective products within the first 7 days upon delivery only if the manufacturing issue of the item can be proven via video/photograph. The replacement unit will only be reshipped to you after we have received the faulty one. Kiwi Ears will not cover the shipping cost for customers who opt for a full refund instead.
Items claimed to be faulty after 7 days have to be shipped back to Kiwi Ears for us to check for any factory defects. Kiwi Ears Audio will not be covering the shipping cost. We will only cover the repair/replacement and return shipping (excluding any possible local tax/import/processing fees).
*Note: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@Kiwi Ears.com. If you do not receive a reply via email within 3 working days, please contact us via our website or Discord to check. Failure in doing so and worsening the condition of the product may limit or void your 1-year warranty.
Incorrect / Missing Item(s) Upon Delivery
In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it.
All customers are strongly advised to take an unboxing video of their sealed parcel and packaging when opening their parcels and products.
For incorrect/missing items, please send an email to support@Kiwi Ears.com. The following details are required.
1) Send an email to support@Kiwi Ears.com with an appropriate Subject Title
2) Provide your order number and state the issue clearly
3) Attach photos and the unboxing video(s) of your sealed parcel and packaging to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible.
Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For item(s) claimed to be missing in the parcel or sealed product, an unboxing video is required. For incorrect products, Kiwi Ears will decide whether or not you need to return the wrong item.
Warranty Not Applicable When:
- Damage of product is due to accidents, user negligence, dismantling, waterlog, mishandling, mismanagement, abuse, improper installation, vandalism or modifications.
- Products are prize items or from giveaways.
- Products are not purchased from https://Kiwi Ears.com (i.e. If you had purchased it from AliExpress, crowd-funding campaigns, Amazon, local dealers and etc., please contact the store or distributor directly).
- Products wear and tear over time, including cosmetic changes such as a change in colour.
- Users do not follow the “User Guide”, instructions or other additional safety, use, or warnings included in the product materials.
- Products are used commercially.
- Unsupervised use of product by children under 18 years of age.
- Products become faulty due to poor weather conditions or any natural disaster.
- Products stolen or gone missing.
Warranty Limited Coverage When:
- Products are heavily discounted (i.e. 40% or more off retail price) or are review units.
- Products have been modified or repaired by people not authorized by Kiwi Ears.
Limited warranty coverage means that a faulty product with a manufacturing issue may still be repaired, provided that the product purchased is still under the warranty period.
However, buyers would have to cover the shipping fees incurred. Buyers may also have to pay for the repair fees, if the issue is due to other reasons e.g. user mismanagement. For such cases, Kiwi Ears will normally check with the manufacturers for a quotation of the repair fees beforehand. However, for some cases, the manufacturers may only be able to do so after retrieving and inspecting the faulty unit. Please kindly enquire about this with us. Thank you.