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Warranty & Return

What is your warranty policy?

The original Sudio product you have purchased is covered by a warranty of 12 months. The warranty period begins on the date of purchase of brand new, unused products by the first end-user. Your earphones are protected against all manufacturing defects for 12 months from the date of purchase. 

On top of that, you can register your Sudio product in our Sphere program to extend the standard warranty from 12 months to 36 months. The registration must be done within 3 months of the purchase.

For information on how to use your warranty, see here

 

My Sudio product is defective, what should I do?

It's a real shame when that happens, and our Service team is always here to help.

If your Sudio product has a defect that is likely to have been caused due to production error, please contact us as soon as possible after the defect is detected. 

The warranty claim process is the same regardless if it is the standard extended warranty of 12 months or the Sudio Sphere extended warranty of up to 36 months. 

Assessment and troubleshooting

Our Service team will perform the assessment in the channel you contacted us through, whether it is through the Support button on the website, email, or live chat. From there, a support case will be created where you can follow up on the progress. 

To properly assess the cause of the defect, our Service team may request some information, including (but not limited to):

  • Photos/videos that demonstrate the product defect
  • A description of how the issue was detected and how the product has been used
  • The product's serial number

If the issue is determined to not be caused by a production defect and could possibly be resolved through technical support, our Service team will offer you user-friendly and safe methods of restoring the product to its functional state, whenever possible.

If a manual assessment is required, our Service team will provide you with instructions on how to return your defective product to our Service Center. 

If you do not provide any requested information or respond to the case, it will auto-resolve after a few days of inactivity. However, you are still able to resume the support case or create a new one at any time. Kindly note that we reserve the right to deny the claim if you resume the case after the warranty period has ended.

Claiming your warranty

If the defect is confirmed to be covered by your warranty, you will be required to provide proof of purchase.

  • For Sudio.com, proof of purchase includes any details (order number, email address, recipient name, etc.) that are necessary to locate the original order.
  • For Sudio products that were purchased through a retailer, a copy (screenshot or photo) of the original receipt is required. The item name and purchase date must be clearly visible.

If the warranty claim is approved, you will be offered full compensation in the form of either a new product of the same model, a similar model (in terms of price and/or features), or a repair. The compensation is depending on services and products available in your market but will always reflect the value of the original purchase.

For more information about what is covered under your warranty, click here

If the claim is not approved, as in the defect was not caused by a production error or the warranty period has expired, you may be offered to replace the product at an additional charge. 

What is covered by the Sudio warranty?

What your warranty covers

The Sudio warranty covers defects and damage that were caused by a production error, even in cases where the defect appears at a later time. If the defect was not there when you received the product or within the first few days of using it, our Service team may need to perform a closer assessment to determine if the defect was caused by a production error.

What your warranty doesn't cover

The Sudio warranty does not cover any defects or damage that was inflicted by you or anyone who has used the product after delivery. Some examples of this are:

  • Damage caused by water or high moisture levels, such as submerging the product in water, putting wet earbuds inside the charging case, exposing the charging ports to moisture, etc. 
  • Damage caused by exposure to extreme temperatures, approximately less than -10℃  and higher than 40℃ depending on the product model.
  • Using the product in any other way than its intended purpose (as described in the documentation inside the product packaging)
  • Damage caused by neglect of the product, such as dirt or earwax collecting on the outside or inside of the product.
  • Theft/loss of the product (or parts of the product) after delivery. 

If the product was damaged or lost while in transit (between the time you made the purchase and up until the product was delivered to you), please contact us as soon as possible and we will assist you further.

Where do I find the serial number?

The serial number can be found on a sticker attached to the bottom side of the product packaging. The serial number is 11-12 digits long and either a numerical string, barcode, or a QR code (depending on model)

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Our Sudio T2 model also features a QR code inside the lid of the charging case. The code can be scanned to reveal the product's serial number.

What is your return policy?

You're welcome to return your Sudio products within 30 days from receiving it if the product does not meet your expectations. If there is a problem with your product after the 30 days have passed, you can always contact us for technical support or warranty questions. 

The return policy only applies to products purchased on Sudio.com. If you purchased a Sudio product somewhere else, we recommend you consult the retailer where you purchased the product on their return policy. 

To return your products, you will need to contact our Service team to receive further instructions for the return. Any return costs are borne by you. If you return any items without giving prior notice, the return may get delayed or rejected.

With the exception of orders originally shipped to Japan, South Korea, Taiwan and the United States, all authorized returns are to be sent to Europe.

Depending on the payment method you selected at checkout, we can either offer an exchange or a full refund via the same payment method, provided that the items are returned in the same condition they were in when you received them. This means that the items should not have been damaged, soiled, or used for other purposes than trying them out.

If the original transaction was made using a payment method that is non-refundable, such as bank transfers, cash on delivery, or vouchers, we can unfortunately not refund it. In these cases, you have the option to exchange the item or to receive a refund via an alternative method. The refund method is at Sudio's discretion. 

To request a return of your Sudio product, click here!

What should I return?

Upon returning your new Sudio product, the complete product package and all accessories must be included, as depicted in the example below. Your product must also be in the same condition as it was when you received it.  

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You are welcome to keep any other products or free gifts that may have been included in the same order. In that case, you will be offered an exchange or refund for the items that were returned. 

You are also welcome to return your Sudio product in a different parcel if you no longer have the original parcel that you received the Sudio.com order in. 

To request a return of your Sudio product, click here!

Have you received my return?

Upon receiving your returned items at our Service Center, please allow up to 7 business days for the return to be processed. 

As soon as your returned items have been processed, our Service team will follow up on your support case and confirm the refund or exchange, depending on what has previously been agreed on. 

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