Warranty Policy

What is warranty claim

NEVU (hereinafter referred to as “we” and “our”) or authorized agents provides warranty service for all of our customers in the period specified on the package, against manufacturing defects for all of its authentic products from the date of purchase. You can apply for a warranty claim if your products cover the warranty period. Our customer service team will proceed with your claim in 2~3 business days. Generally, the warranty replacement will keep the same with the original products in model, size, and colour. If the model is discontinued, the replaced model will be provided by a similar or higher model.

The guarantee is provided in addition to the statutory warranty and that it does not affect any rights under the statutory warranty.

How long is the warranty period

The warranty period counts from the original purchase date, in correspondence with the warranty card in the package. It is only for the purchase of authorized dealers. We offer a three-year warranty on all headphones in most countries. China (including Hong Kong, Macao, and Taiwan) offers a one-year warranty.

What does the warranty cover

The warranty applies only to products originally purchased for end-user or given as gifts, not for any second-hand transaction. The warranty does not cover defects or damage arising from improper use and maintenance, normal wear and tear, commercial use, accident, and external causes. Unauthorised repair, modification, and customization for your product(s) could void the warranty. The warranty covers the claim of the headphones and charging cables, all of the free giveaways and accessories do not cover in the claim. The warranty service does not apply to the products purchased from any unauthorized channels.

What do I need for warranty claim

Serial number and proof of purchase are necessary for a warranty claim. If neither of these is available, we are sorry the warranty claim is unable to process.

How about the headphone is a gift

If your headphone is a received gift, and unable to provide a valid proof of purchase, then your warranty period will be calculated from ninety(90) days after the manufacture date shown in the serial number.

How to apply for a warranty claim

You can submit a warranty claim here with your serial number and valid proof of purchase.

What is the procedure for warranty claim

To get fast and convenient supports locally, we advise you to contact the retailer from whom you purchased to validate a warranty claim during the first thirty(30) days after purchase. The period of time would be different depending on the retailer. For further supports, kindly contact us or email Support@nevustores.com. If there is no local distributor in your countries, we will help you as much as possible based on the situation.

How long does the warranty claim take

Generally, the customer service team will respond to your claim within 2-3 business days. The warranty claims will be canceled if the customer service team doesn’t receive your further reply within 15 business days. We advise you to file a new claim in accordance with your needs within the warranty period. If the warranty period has expired, the warranty service will not be provided.

How long will take to receive a replacement

After you submit your warranty claim, the customer service team will proceed with your claim within 2-3 business days. Processing time might be different according to the real situation.

How about the repair service

We do offer a two-year warranty in most countries. If you experience a manufacturer defect at any point in the first two years, kindly apply for a warranty claim or contact us. For further details you can email Support@nevustores.com

How to upgrade the model during the warranty process

The replacement(s) will be the same as the original one, including model, size, and colour. If the model is a discontinued one, we will offer the most similar or higher model with the original model based on the actual situation.

How about the replacement’s warranty period

The warranty period of the replacements is based on local policy. If there is no relevant document, it will count in correspondence to the original model.