Warranty & Return Policy

Warranty & Return

All items we ship have successfully passed our rigorous Quality Control inspections. Our warranties ensure you have a fantastic experience while giving you total peace of mind. Most items sold by Cowin are covered by the following comprehensive product warranty. If, in an unlikely situation you are not covered, please check our Warranty Exemptions and Notes below.

 

1.Free Warranty Extension: In addition to our regular 12-month warranty, Amazon buyers can extend the warranty on their COWIN products to 24 months.

2.Submit your Amazon order ID to your COWIN account to get a warranty extended. Register link: http://bit.ly/Cowinaudio

3.If you bought your product from the COWIN website, you are already granted a 24-month warranty; no extension is needed.

*Warranty extension is not valid for used goods. Products sold by COWIN as refurbished (“renewed”) come with their own unique warranty, so please see our refurbished warranty page for details on those items.

7 Day Dead on Arrival (DOA) Guarantee

If your item arrives damaged or is not working, please follow the warranty process and contact our Customer Service for authorization within 7 days of the order received. We can send you a new item free of charge, or you can choose to receive a full refund. We dedicate to make every single purchase is 100% risk-free.

What items are returnable?

Within 30 days from the purchase

In original condition: resell-able.

Undamaged.

In the original package.

 

Kindly note that NOT ALL PRODUCTS SUPPORT RETURN

The general return policy applies to all products except ACCESSORIES.

Only purchases made directly from www.cowinaudio.com can be applied to this policy while the items purchased from other retailers excluded.

 

Due to the long international shipping, we received feedback from our valued customers that there might be some appearance scratch which caused by the improper dispatch. In most cases, such tiny imperfect details won’t affect your experiences. We wish you take this into consideration before placing your order.

30-Day Money-Back Guarantee for Any Reason

Undamaged products may be returned for a full refund for any reason within 30 days of the date the item was delivered to the designated shipping address. Once the returned item arrives back in COWIN’s warehouse for inspection, the refund process will begin.

Strong recommendation:

Please keep the product and all packaging materials after you received the order in case warranty application.

  • Returns must include all accessories
    ● Items must include original packaging
    ● For non-quality related warranty claims, buyer is responsible for shipping costs
    ● For non-quality related warranty claims, COWIN refunds the cost of the product itself
    ● Returns may be rejected if items do 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 that have expired this 30-day window. For purchases not made directly through COWIN’s online stores, please contact retailers for refunds. For quality-related issues, please see below.

Warranty Claims for Quality-Related Issues

All quality-related defects on items sold directly by COWIN or COWIN’s authorized resellers are covered by an extensive warranty, starting from the date of purchase.

COWIN’s limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.

Quality-related warranty claims on purchases made through COWIN’s authorized distributors and retailers, such as Walmart and Amazon, are handled through COWIN (see list of authorized distributors and retailers below form).

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. In situations where a replacement is not an available or preferred option, COWIN will offer a partial refund according to the usage time of the device.

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
● COWIN 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 an item for quality inspection
● For defective items that COWIN needs to have returned, warranties on those replacements are voided if the wrong item is returned to COWIN or if the defective item is not returned.

If you wish to submit a warranty case, kindly prepare photo/ audio/ video documentation with details and any other necessary materials you think would help us to understand the issue.

Valid proof of purchase:
● Order number from online purchases made through COWIN or COWIN’s authorized resellers
● Sales invoice
● Dated sales receipt from an authorized COWIN reseller that shows a description of the product along with its price

Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).

Warranty claims for product defects expire 30 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 30-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 COWIN quality control to be in working condition
● Returning defective items in international shipping
● Costs associated with unauthorized returns (any returns made outside of the approved warranty process)

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 unauthorized resellers.

COWIN is not liable for:
● Loss of data incurred from use of COWIN products
● Returning personal items sent to COWIN

When returning items with a prepaid shipping label provided by COWIN, COWIN 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. COWIN does not provide refunds for items damaged in transit for non-quality related warranty claims.

 

Authorized Resellers and Distributors

Official seller

Warranty covers purchases from

COWIN Website

CowinAudio

Amazon(US/CA)

COWIN

Amazon(EU)

Cowinelec

Amazon(JP)

COWIN-JP

eBay.com

cowin_secondly, cowin_official_store

Newegg.com

Cowinelec

Aliexpress.com

Cowin Official Store

Google shopping action

Cowin

Walmart

COWIN

 

Refurbished Product Warranty

Thanks for your interest in COWIN’s refurbished items!

All COWIN refurbished items warranty timelines is 3 months. This limited warranty provided by the manufacturer in no way affects a potential statutory warranty provided by law.

 

PROBLEM WITH YOUR ORDER (Man-made causes)

1) Due to improper usage, the following issues (but not limits to)may occur

Obvious scratches

Headphone break

Craze of Cortical materials

2) Unauthorized or unauthorized repair or modification of the product;

3) Failure to use the product by the instructions;

4) The product logo is illegible and unrecognizable;

5) Product damage due to unexpected factors or human behavior. Such as animal biting, over-squeezing, falling from a height, etc. For the appearance, if there are obvious hard object damage, cracks, severe deformation, etc.;

6) Failure or damage due to majeure factors such as fire, earthquake, flood, etc.

  

Solution:

We’ll make an evaluation based on the received video, audio, image or document to check if it is repairable.

Ⅰ Unrepairable. Cowin will offer you a discount to purchase any new product.

Ⅱ Repairable. Repairable product needs to be sent back according to the return process. After sent back, it can be divided into repairable and unrepairable cases by manual and instrument inspection.

  • If Repairable. Well fix and sent it back.
  • If unrepairable. You can choose either:

(A) Destroyed by Cowin, we will offer you a discount to purchase any new product;

(B) Return it to you.

If the above problems occur during the warranty period, the company will charge the fee according to the actual situation, which includes the material and labor costs.

Who bears the freight?

The customer is responsible for associated shipping costs unless products are defective.

How the return process?

USING PHYSICAL RETURN / EXCHANGE FORM

STEP 1

Fill in a return/ exchange form HERE. Then contact us (support.global@cowinaudio.com) with your filled form. You will receive a confirmation Email with the details and status of your request.  

STEP 2

Pack the item(s) into the original packaging and address it to:

Recipient: Larry Cowin

Address: 19907 E walnut dr south unit C, city of industry ca 91789

*Please ensure the integrity of the items, including boxes, VIP cards, manuals, and so on.

STEP 3

Post the item(s) to us via your preferred shipment method.

STEP 4

You will be notified via Email once your parcel reaches us. Further instructions will be provided in it.

When can I expect the refund?

Once we have processed your refund, you will receive a confirmation email from us. If you have opted for a refund via the original payment method, please allow up to 14 business days for your account to be credited. If you do not receive your refund after 14 business days, please contact your payment processor directly for further information.

The right of return/exchange is not valid for articles returned incomplete, damaged, or used.

Only the purchase price of a returned item will be refunded. Any duty or taxes that have been paid, as well as the original shipping charges, will not be refunded. It is not because of the problem we caused the return, we need to deduct the restocking fee (25%~40% of original product price) from the refund amount. 

Lifetime Technical Support

Reliable, helpful, and flexible, COWIN offers basic technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

Please be sure to unseal your parcel and check the contents carefully before signing for the package.

For any issues, kindly follow our warranty process to avoid any delay:

  1. Contact our Customer Service and provide your order number along with the product code (SKU number).
  2. Please send us clear images which include packaging, shipping labels, and (if applicable) the item you received.

Possible Solutions:

- If there is any item missing, we will resend the missing parts free of charge within the warranty period.

- If we had shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). COWIN will decide whether you need to return the wrong product or not or compensate for the return shipping fee when we receive it.