Return & Warranty Policy

Return Policy

7-Day Exchange/Refund Policy

If you have any issues with your order once received**, please send an email within 7 days of delivery to support@hangout.audio with the following details in your email:

  1. Order number in your subject title.
  2. State the issue clearly.
  3. Attach photos and videos to show that your product with faulty/missing components.
    • Shipping details on the parcel packaging have to be clearly visible.

We may ask for additional information if required.

We offer a 1-to-1 exchange or a full refund if your order falls under any of the situations:

  • Missing items in the order;
  • Missing items in the product;
  • Wrong colorway or product provided;
  • Functionality or performance issues;
  • Damaged or defective product not including damage to packaging.

In addition, if you have not broken the factory seal of your product and would like to return it within 7 days of receiving it, we also offer a full refund for your product.

**Please note that exchanges/refunds will only be processed upon the return of your order. However, in the case of incorrectly shipped items, we reserve our rights in deciding whether the return of the incorrect item is required. If your reason for return falls outside of these categories, you may consider use our 60-Day "No Reason" Return Policy instead.

60-Day "No Reason" Return Policy

We offer a "no reason" 60-day return policy if you are within 60 days of receiving your order. Please note we only accept returns where the product is in the following conditions:

  • In full working condition
    • Broken or malfunctioning items must be repaired through warranty before they are eligible to be returned.
  • Full outer packaging (sleeves inclusive)
  • No missing accessories (cards and manuals inclusive)

Kindly note restocking fees will be charged based on the following conditions:

  • Factory sealed: 10% restocking fee
  • [S-Grade] No aesthetic blemishes on product: 15% restocking fee
  • [A-Grade] Minor aesthetic blemishes on product: 25% restocking fee
  • [B-Grade] Significant aesthetic blemishes on product: >30% restocking fee (depending on severity)
  • Earwax/dirt on product, and/or missing accessories/packaging: 25% restocking fee in addition to the above

"Aesthetic blemishes" means surface-level damage to the product, such as scratches, stains and metal tarnishing, that does not compromise on its functionality.

Hangout.Audio has sole and full determination and discretion over the grade of the product in question to be returned. In accepting our 60-Day "No Reason" Return Policy, you acknowledge as such, and accept our judgements on the condition of the returned product as final.

Policy Abuse

We reserve the right to refuse orders from customers whom we believe have abused, or will abuse, our return policy, at our discretion. This includes customers who spread returns across multiple accounts.

Warranty Policy

Warranty Period

Hangout.Audio offers a 1-year warranty coverage for our products (excluding cables, adapters, cases, ear tips and other accessories).

For cables and adapters, Hangout.Audio offers a 3-month warranty.

Your warranty period begins from the date of purchase.

Defective Products

Our warranty policy 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 general wear-and-tear etc. (please read our Warranty Exclusions section)

If your product is defective, please proceed with the following instructions:

  1. Send an e-mail to support@hangout.audio with an appropriate subject title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show how your product is faulty

We reserve the right to ask for additional information before processing your request for a warranty claim.

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). In the event of a replacement, we may also require you to return the defective unit to Hangout.Audio in exchange for a replacement.

Shipping policy for warranty claims

If you are claiming warranty within first 7 days upon delivery AND the manufacturing issue of the item can be proven via video/photograph, we will cover the shipping costs for you to return the product to us. The replacement unit will only be shipped to you after we have received the faulty one. Customers who opt for a full refund instead of replacement will have to bear any shipping costs that have been incurred.

If you are claiming warranty after 7 days of delivery, the product has to be shipped back to us for an analysis. We will not cover the one-way shipping cost of said product from the customer to us. We will, however, cover the repair/replacement costs and return shipping costs to back to the buyer. These exclude any possible local tax/import/processing fees.

Warranty Exclusions

Our warranty policy does not cover the following:

  • Damage of product 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 Hangout.Audio
  • Wear and tear damage, including cosmetic changes such as a change in colour.
  • Damage deriving from users not following instructions in the provided product user guides, instructions or other additional safety, use, or warnings included in the product materials.
  • Commercial use of product
  • Unsupervised use of product by children under 18 years of age.
  • Damage due to poor weather conditions or any natural disaster.
  • Theft or misplacement of product

Ourwarranty has limited coverage under the following situations:

  • Heavily discounted products (i.e. 40% or more off retail price) or units explicitly marked as "review units"
  • Products have been modified or repaired by people not authorized by Hangout.Audio

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 in these cases, 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, Hangout.Audio 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. 

For further clarification, please contact us at support@hangout.audio.

FAQs

How do I cancel my order?

Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order. Orders that have been shipped cannot be cancelled and modified.

As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests.

Should you really need to cancel or/and modify your order after purchase, please contact us via support@hangout.audio or website chat. 

When must the product be returned after receiving the RMA form and details?

After receiving the return instructions from us via email, kindly arrange the return shipment of the parcel within 5 working days, and update us with the tracking link via email again. Failure to do so will result in a cancellation of the return process.

When will I receive my refund after returning the product?

In most cases, after receiving and inspecting the returned product, your refund will be processed within 5 business days. Refunds may incur a currency exchange loss or transaction fee, depending on your source of payment (e.g. Bank or PayPal). Hangout.Audio will not be responsible for such fees.