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Refund Policy

Introduction
soundcore provides a straightforward warranty that is processed in the most hassle-free way possible. Products sold by soundcore as refurbished (“pre-owned”) come with their own unique warranty that you can find on the product listing, or contact us at service@soundcore.com with your order receipt for confirmation.
This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.
 
Item Warranty Period
Speaker 18 Months
Headphone 18 Months
 
Holiday Returns Policy
soundcore has extended the Holiday Returns Policy for 2024. Orders purchased from Nov 1 to Dec 31 2024 are eligible for return until Jan 31,2025.
 
30-Day Money-Back Guarantee for Any Reason
Disclaimer: The return and warranty policy outlined on this page applies exclusively to purchases made directly through online shops operated by soundcore. If you havepurchased our products through a third party, the return and warranty terms may differ. The policy may also vary depending on the country of purchase due to different legal requirements and other considerations.
 
Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable. (Note: Ordering more than 10 units of a product will be considered a bulk order.) Once the returned item arrives back in soundcore’s warehouse for inspection, the refund process will begin.
 
● Returns must include all accessories
● Items must include original packaging
● For non-quality related warranty claims, the buyer is responsible for shipping costs
● For non-quality related warranty claims, soundcore refunds the cost of purchasing the product itself
● Returns may be rejected if product does not meet the above requirements
 
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items after this 30-day window has lapsed. For purchases not made directly through soundcore’s online stores, please contact retailers for refunds. For quality-related issues, please see below.
 

How to return an item at soundcore.com?
To initiate a return, you will need to submit a return request. Please have your order number and the email address used for the purchase ready. You can start your return here.

If you have a soundcore account, you can manage returns directly through your order history. Guests who do not have an order number can register for an account using the email address associated with the purchase. This allows you to access your order history and manage returns.


Right of Withdrawal
You have the right to cancel this contract within fourteen days without giving any reason.
The cancellation period is fourteen days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the last goods.
In order to exercise your right of withdrawal, you must send a clear declaration (e.g. a letter sent by post, fax or E-mail) of your decision to withdraw from this contract.
In order to meet the cancellation deadline, it is sufficient for you to send your notification that you are exercising your right of cancellation before the cancellation period has expired.
 
Consequences of the Withdrawal
If you withdraw from this contract, we will have given you all payments that we have received from you, including delivery costs (with the exception of the additional costs that result from choosing a different type of delivery than the cheapest standard delivery offered by us have), to be repaid in 3-5 days and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless something else was expressly agreed with you; In no case will you be charged any fees for this repayment.
 
You must return or hand over the goods to us immediately and in any case no later than fourteen days from the date on which you informed us of the cancellation of this contract. The deadline is met if you send the goods before the period of fourteen days has expired. And you should bear the costs of returning the goods. You also have to pay for any loss in value of the goods if this loss in value is due to handling of the goods that is not necessary to check the nature, properties and functionality of the goods.
 
The right of withdrawal does not apply to the following contracts:
-Contracts for the delivery of sealed goods that are unsuitable for return for reasons of health protection or hygiene if their seal has been removed after delivery.
 
Warranty Claims for Quality-Related Issues
 
All quality-related defects on items sold directly by soundcore or soundcore’s authorized resellers are covered by an 18-month warranty, starting from the date of purchase.
 

soundcore's limited-time warranty is restricted to the country of purchase. The warranty is voided if items are taken outside the country originally bought in, or purchased online through an authorized channel but shipped to a country outside of that channels region.
 
Quality-related warranty claims on purchases made through soundcore’s authorized distributors and retailers are handled through soundcore.

For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent.

Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
 
Process:
● Buyer must provide sufficient proof of purchase
● soundcore must document what happens when buyers troubleshoot the product
● The defective item’s serial number and/or visible proof depicting the defect are required
● It may be necessary to return the item for quality inspection
 
Valid proof of purchase:
● Order number from online purchases made through soundcore or soundcore’s authorized resellers
● Sales invoice
● Dated sales receipt from an authorized soundcore reseller that shows a description of the product along with its price
 
Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that are no longer within their original warranty timeframe or the 90-day warranty claim request period, whichever is longer.
 
Shipping costs must be covered by buyer in the following situations:
● Returning products for any reason other than a proven defect
● Warranty claims on items taken outside the original country of purchase
● Buyer’s accidental returns
● Returning personal items
● Returning items claimed to have defects but found by soundcore quality control to be in working condition
● Returning defective items using international shipping
● Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
 
Notes：If the wrong address is provided by the customer, and this leads to the package being lost or otherwise becoming unrecoverable, the customer shall bear the loss. Anker will not replace the order or issue a refund.
 
Not Covered Under Warranty:
● Products without sufficient proof of purchase
● Lost or stolen products
● Items that have expired their warranty period
● Non quality-related issues (after 30 days of purchase)
● Free products
● Repairs through 3rd parties
● Damage from outside sources
● Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, operating devices improperly)
● Purchases from illegitimate resource
●If the address is incorrect or the wrong product is placed, customers can cancel the order within 1 hour. If the order is canceled by the customer more than 1 hour after placing an order, the customer must bear any return shipping fees that may apply.
 
soundcore is not liable for:
● Loss of data incurred from use of soundcore products
● Returning personal items sent to soundcore
When returning items with a prepaid shipping label provided by soundcore, soundcore takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. soundcore does not provide refunds for items damaged in transit for non-quality related warranty claims.
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