Privacy policy

Kinera Warranty & Return Policy

Last Updated: June 2026

1. Return Policy

1.1 7-Day DOA (Dead on Arrival) Protection

If you receive a product that has manufacturing defects, functional failure, or does not match your order, you may contact our customer service for a Return Merchandise Authorization (RMA) within 7 calendar days of the delivery date.

• After verification that the issue qualifies as DOA, we will replace the product with a brand-new unit and cover the return shipping cost.
• Alternatively, you may opt for a full refund of the product price (excluding any customs duties, import taxes, and your original outbound shipping fees).

1.2 14-Day Change-of-Mind Returns (Trial Period)

We offer a 14-day return window for any reason for purchases made directly through Kinera’s official website. This period begins on the delivery date.

Eligibility conditions:

• The product must be returned in brand-new, unused condition with all original packaging, accessories, manuals, and warranty cards intact.
• Cables, adapters, and upgrade cables are not eligible for change-of-mind returns once the retail packaging has been opened or the anti-tamper seal is broken. This policy is consistent with industry practices for electronic accessories and ensures product safety and integrity for all customers. Please note that defective cables remain fully covered under our 7-day DOA protection and 12-month warranty period, so you are not left unprotected.
• Ear tips and other personal-contact accessories must remain sealed or unused.
• Custom-made products (e.g., custom IEMs, custom-length cables) are not eligible for change-of-mind returns.
• For hygiene reasons, ear tips, ear hooks, and any skin-contact parts are non-returnable if opened or used.

Fee structure:

• Refund amount will be deducted for original outbound shipping, duties, and import taxes.
• You are responsible for return shipping costs and are advised to use a trackable shipping method. Kinera is not liable for loss or damage during return transit.
• If the returned product shows signs of use, missing accessories, or incomplete packaging, we will apply a restocking fee of 10%–30% as follows:
  • Slight outer packaging damage only: 10%
  • Missing accessories or damaged inner packaging: 20%
  • Clear signs of use (scratches, wear, etc.): 30%
• We will notify you of the applicable fee before processing the refund.

1.3 Return Procedure

• Submit your return request via support@kineraaudio.com within the applicable period (7-day DOA or 14-day change-of-mind).
• Do not ship the item back until you receive a valid RMA number.
• Returns sent without an RMA number will not be processed.

2. Warranty Policy

2.1 Warranty Period

Kinera warrants to the original purchaser that, under normal use, the product is free from defects in materials and workmanship for the following periods from the original order date:

Note: Warranty is not extended or renewed after repair or replacement. The remaining warranty on a repaired/replaced product is the greater of the original remaining period or 90 days.

2.2 What Is Covered

This warranty covers failures caused by defective materials or workmanship under normal usage conditions.

2.3 What Is Not Covered (Exclusions)

In line with policies from Beyerdynamic, Shure, and other leading brands, the following are excluded from warranty coverage:

• Normal wear and tear: e.g., headband padding, ear cushions, ear tips, foam, cable insulation wear – all consumable parts that naturally degrade with use.
• User-induced damage: caused by misuse, improper handling, mechanical shock (drops, crushing), liquid ingress, excessive pulling or bending of cables, or use of incorrect voltage/power sources.
• Unauthorised modifications or repairs: products disassembled, altered, or repaired by non-authorised personnel.
• Use of non-original accessories: failures resulting from using third-party peripherals not supplied by Kinera.
• Force majeure: damage from fire, flood, earthquake, or other external events.
• Serial number issues: products with removed, defaced, or illegible serial numbers.
• Cosmetic imperfections that do not affect functionality.
• Known defects disclosed at the time of purchase.

2.4 Warranty Service Process

• For warranty claims, first contact your point of purchase (authorised dealer or Kinera official store).
• Provide the original proof of purchase (order number, invoice, or receipt).
• After receiving an RMA number, ship the product to the designated service centre.
• Shipping to the service centre is at your expense; Kinera will cover the return shipping after the repair or replacement.
• Out-of-warranty products may be repaired at a reasonable charge – please contact customer service for a quote.

2.5 Transferability

This warranty is non-transferable and applies only to the original purchaser. Second-hand buyers should contact the original seller for assistance.

3. Refund Processing

• Processing time: After we receive and inspect the returned item, refunds are typically processed within 7 business days. Credit card refunds may take up to 14 business days to appear, depending on the issuing bank. PayPal refunds usually reflect within a few hours.
• Exchange rate differences: Kinera is not responsible for any discrepancies caused by currency fluctuations.
• Bank fees: Any additional fees charged by banks are the buyer’s responsibility.

4. Gift Orders

If an order was marked as a gift at checkout and shipped directly to the recipient, the product is not eligible for returns or warranty service from Kinera (unless the original purchaser initiates the claim).

5. Policy Updates and Interpretation

Kinera reserves the right to amend or update this policy at any time without prior notice. The most current version is always available on our official website (kineraaudio.com). In case of any dispute, Kinera’s interpretation shall be final.

If you have any questions regarding this policy, please do not hesitate to contact our support team at support@kineraaudio.com. We are always here to help.