7-Day DOA Product Guarantee

You will enjoy this guarantee if you receive a damaged, wrong or unusable item. Please contact us within 7 days of receiving the package for a return authorization.

Once the product has been returned to our designated address, we can ship you a new item for free (we will refund the shipping cost of your return), or you can opt for a full refund.

30-Days Return Policy

If you are not satisfied with your purchase and the product is still in brand-new condition, we can arrange a partial refund which will include the item price minus the shippping costs and taxes duties (Round trip shipping costs and duties). 

If it is plastic sealed when you get it, it should remain plastic sealed. Some types of goods such as CIEMs and custom cables cannot be returned.

Please contact us within 30 days of receiving your order for a return authorization. (confirmed by shipping tracking history)

Notes:

Once the product has been opened, it is generally recommended that you resell it directly locally if it is not returned due to quality issues, or simply because you do not want the product you received. But if you have to return it, we will charge a 30% fee for resealing the product.

Items such as earplugs/holsters/cables are not covered by this guarantee due to hygiene reasons.

Refunds

We may refund you for the following reasons, 

1. Returned items due to the policy of returns once we get them. 
2. Order cancellation
3. Other reasons. 

If you paid by credit card, It will arrive to you within 7 working days usually. The time will depend on the bank handling time. If you pay by PayPal, It will arrive to you within a few hours. If you didn't get the refund during the above lead times, write us to check the reason. 

The refunded amount may be slightly different from your original national currency payment due to Currency Exchange rates varying, Kinera is not responsible for the difference. 

There may be a transaction fee deducted by your bank when the order is canceled or refunded fully or partially, Kinera is not responsible for this if your bank charges you any additional fee. 

Exchanges 

We only replace items if they are defective or damaged. 

Gifts

If the item is marked as a gift when purchased and shipped directly to you, it cannot be exchanged, refunded, or warranty. 

Warranty

How long is the warranty period?

Kinera warrants to the original purchaser that the Product(s) shall be free of any defect in material or workmanship for a period of one year for labor and one year for parts from the date of the original order except the items listed below: 

Desktop DAC/AMPs IEMs and Dongles:  1 years warranty

Cables and Adapters: 3 months warranty

 (excluding carrying cases, ear tips, and other accessories)

Should the Product(s) supplied by Kinera prove defective because of improper workmanship or material as reasonably determined by us, Kinera agrees, at its option, to either repair or replace the Product free of charge, excluding any shipping or handling charges. 

This warranty extends only to personal use & does not extend to any product that has been used for commercial use, rental use, or use that is not intended. There are no warranties other than expressly set forth herein. 

THE WARRANTY DOES NOT APPLY TO THE FOLLOWING

• Damage due to user negligence, accidents, disassembly, waterlog, misuse, abuse, alterations or vandalism.
• Improper or inadequate maintenance.
• Failure to perform required preventive maintenance
• use not following the ‘User Guide’ or any additional safety, use, or warnings included in the product materials.
• Unauthorized modification or commercial use. 
• Damage in return transit.
• Unsupervised use by children under 18 years of age.
• Accidents, abuse, misuse, improper installation, problems with electrical power, acts of third parties.
• Products that are altered or repaired by anyone not authorized by Kinera
• usage not following instructions accompanying the Product(s)
• failure to perform required preventive maintenance, 
• weather conditions, lightning, fire, water, or any acts of nature
• Furthermore, Kinera is not liable for incidental or consequential damages of any nature resulting from the use of this product and any liability shall not exceed the purchase price of the product. 

Disclaimer of Warranties - Except as set forth herein, Kinera disclaims any and all warranties and representations other than those explicitly specified in this contract; any warranties, if separately provided in writing, are extended only to the Buyer whose name is shown on this invoice/contract. Warranties do not cover product damaged by external causes, including accident, abuse, misuse, improper installation, problems with electrical power, acts of third parties, Products that are altered or repaired by anyone not authorized by Kinera, usage not following instructions accompanying the Product(s), or failure to perform required preventive maintenance, including but not limited to backups, problems caused by use of software, parts and components not supplied by Kinera, weather conditions, lightning, fire, water, or any acts of nature; Kinera shall not be obligated to provide any warranty service or obligations unless the customer has paid its invoices in full under this or any other Kinera invoice. Kinera shall have the sole discretion in determining whether the Product is covered under the warranty for labor and/or warranty for parts

Governing Law - This contract shall be governed and construed per the laws of the People's Republic of China. Buyer agrees that competent courts in the People's Republic of China shall have exclusive jurisdiction over any legal action concerning this contract. In the event of any dispute related to this contract, the prevailing party shall be entitled to reasonable attorney's fee and costs.

FAQs

How can I Request a Warranty replacement or repair?

You must email our customer service marketing@kinera.cn within the applicable warranty period with your order number and your specific inquiries. Please describe the problems that you encountered with as much detail as you can.

Can I cancel an order? 

Once an order is placed, you have less than 24 hours to cancel it if it is not processed yet. Once the order processes and is accepted by our warehouse, you may still request cancellation, however, please know that cancellation at that stage is not guaranteed. 

Can I return the products that I don’t like and get a refund?

You may request to return an item in the condition it was received if you change your mind. Some items may be returned for either money back or exchange subject to the following conditions. Our policy is within 7 days after receiving according to the tracking record. If 7 days after receiving have gone, unfortunately, we can’t offer you a refund or exchange.

• Any item returned must be complete with all accessories, hardware, manuals, or instructions, and in the same "new" condition as when it was when shipped to you. Please send us photos or videos of it. 
• Any item returned incomplete or with physical damage such as scratches etc., excessive signs of use, or abuse will not be accepted for return.
• Any item returned will be evaluated upon receipt. Of course, we cannot give refunds on defective merchandise resulting from mishandling, misuse, tampering or improper use.

Can I exchange a product that I ordered? 

We offer an exchange service if the items are in the following conditions. (*Except Non-refundable & Non-exchangeable items)

• Products must in “Good Condition” with no damage in any way.
• To exchange a product, the product must be available to purchase on marketing@kinera.cn and its price must be higher or equal to the original order amount.
• The customer will have to pay the difference in price if s/he selects a product of a higher price.
• If you have purchased any items with any discount offered by a joint promotion or other promotional activities but the discount offer has expired at the time of the exchange, the discount shall not be taken into account. Discounts offered by companies other than Kinera shall be dealt with per the terms and conditions of the relevant companies.

What’s the process for canceling, returning, or requesting a refund?

Please email our customer service marketing@kinera.cn with your order number and the reason for the return. Please pack the product carefully.
You must return an item in the same condition as it was received. You must also include, in the same condition as it was received:

• All packaging such as boxes, bags, and tags
• Accessories such as cords and remotes
• Certificates, manuals, and warranty cards
• "Free gifts" or bonus items
• All items included in a bundle

What are the items that can be returned?

We accept the following items for return only if they are returned in the same condition in which they were received, and the items should include all items that were in the original package.

• Cables
• DACs
• Amplifiers
• UIEMs

We do not accept the return of CIEM products and custom cables. Defective products covered under warranty could be returned for servicing, but NOT for refund. If the returned item is used, damaged, or missing any parts, or is damaged during return shipping because it wasn't packaged correctly, we might provide a partial refund to account for the loss in the item's value.

When do I need to return the items? When is the deadline?

Items can be returned within 7 days of receipt of delivery according to the online shipping tracking record if you receive a damaged, different or unusable item.

Where do I ship the items so that I can get a refund?

If you want to ship back to us, please contact us at marketing@kinera.cn.

When will I receive my refund?

In most cases, we will issue your refund within six business days after receiving and checking the returned item. 

How much will I receive for a refund?

You’ll be refunded the amount you paid minus 30% of the MSRP which shall be deducted as a restocking fee. For example, if the MSRP is $100, we will refund you $70. If the item is returned without its complete original packaging (original box, foam padding, etc.), an additional 10% packing fee will apply.

Who can I contact, if I have questions about refunds or warranties?

If you have any questions, Please contact us at marketing@kinera.cn.