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Technical Support

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Warranty & Returns

What's your warranty policy for orders placed with the Creative Store?

Creative offers to you that the hardware will be free from material defects ("Defect") in workmanship and material under normal use from the date of retail purchase by original end-user purchaser ("Warranty Period") for the following period of:

  • Twelve (12) months for all other mint retail products
  • Three (3) months for refurbished products
  • Twelve (12), six (6), or zero (0) months for products under the Replacement Parts category, where the warranty period for each product is displayed on the category page

During the Warranty Period, if a Defect arises and a valid claim is received within the Warranty Period, Creative will repair the hardware defect at no charge using new or refurbished replacement parts. This limited warranty covers the replacement of the hardware only. When a product or part is exchanged, any replacement item becomes your property and the replaced item becomes Creative's property.

The warranty period will be extended by each whole day that the product is out of your possession for repair under this warranty. Creative warrants that the repaired or replaced parts will be free from material defects in material and workmanship for a period of ninety (90) days from the date of repair or replacement, or for the remainder of the Warranty Period, whichever is greater.

To obtain the fastest, most appropriate service for your Creative Product, you should make use of Creative's Worldwide Support site's online resources to diagnose and attempt to resolve the problem there.

If you have confirmed that your product requires a warranty service, you can submit a technical support request directly to Creative or return to your retailer for warranty service.

Any exchange that is shipped to countries outside of Canada may be subject to import taxes, customs duties and fees levied by the destination country ("Import Fees"). The recipient of an international shipment may be subject to such Import Fees which are levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient.

  • For purchases placed on the Creative Store, we require the order number and the email address which was used to place the order in for us to retrieve your order details.
  • For products that were purchased offline, please return to your place of purchase for RMA services.
What's your return policy for orders placed with the Creative Store?

We're committed to providing customers with products and services of the highest quality.

Orders placed with the Creative Store are covered under the 30-day satisfaction guarantee. If you find that the product you've purchased from us does not suit your needs, is defective, or is damaged in-transit, you have the option of returning it to us within 30 days of order for a refund or an exchange.

Products under the Replacement Parts category are entitled to a 7-day return policy for electronic products (e.g. cables, charging case, remote controls, etc.). Non-electronic parts (e.g. ear tips, foam cups, ear cushions, etc.) are ineligible for returns due to hygiene reasons.

Products that are returned due to reasons that are unrelated to product defects will receive the refund amount equivalent to its product price as on the date the order was placed. We are unable to provide return mailing labels nor are we able to provide refunds for shipping costs. Membership points equivalent to the refund amount will be reversed upon receiving the refund.

Partial Refunds of Bundled Items:
If you would like to keep part of your purchased bundle, the retained product will be priced at the full selling price based on the period of original purchase. The final refund amount would be = Bundle Price - Standalone Selling Price of Retained Product.

Defective products that fall outside of the 30-day satisfaction guaranteed period may be returned for a repair or replacement.

We are unable to provide refunds for products purchased from our retailers. Please contact the retailer directly to enquire on your refund options.

How do I return my order to you?
If you would like to return us a working product, the following conditions must be met:
  • Products must be returned within 30 days of the order date
  • Products must be returned in mint, resaleable condition. Any visible signs of wear, scratches, or damage will void the return eligibility of the product.
  • Products must be returned in its original packaging with the full package contents in place

The refund amount will only include the price you paid for the returned product. Shipping charges will not be refunded.

All return requests will require a Return Merchandise Authorization (RMA) number prior to returning the product. Returning a product without an RMA number may result in us not being able to identify your returned products, or may result in a longer processing lead time.

Please following the following steps to initiate your return process and obtain an RMA number:

  • Returning a working product:
    • Sign into your account and lodge a request to return your product. You will need your order number. Please note that this option is only available if your request is submitted within 30 days of your order.
    • If you don't have an account with us, please contact us for assistance. We will require your order number, and the email address used for the order.
  • Returning a defective product:
    • Sign into your account and lodge a request to contact our advisors. The technical team will get in touch with you to run through troubleshooting steps to verify that your item is defective. After which, you will have the option of choosing between a product replacement, or a refund. Please note that the refund option is only available if your request is initiated within 30 days of your order.
    • If you don't have an account with us, please contact us for assistance. We will require your order number, and the email address used for the order.

After contacting us, our Customer Service Team will guide you through the return process. While returning your product, please also take note of the following:

  • We are not liable for products damaged during transit. Please wrap the product with adequate packaging to prevent this from happening.
  • The RMA number must be clearly marked on the outside of the package.
  • Proof of postage is not necessarily proof of delivery. We strongly recommend that you send your package through recorded delivery, registered post or courier, and maintain sufficient insurance to cover the value of the goods. Please note that the postage fees for the returns of non-defective products are not refundable.
  • Please ensure that your returned item is shipped within 30 days of requesting for a return.
Can I return an item for an exchange instead of a refund?
Yes, it's possible to exchange your product for another product as long as it is within 30 days of your order. If you would like to exchange to a product that costs more, we may require you to place another order and/or top-up the difference. Please contact us for more information.
Have you received my returned items?
You can check the return progress by raising an enquiry with us. We will require your RMA number and email address in order to look up your RMA status.
Can I get a refund for my return postage?
You can request for a return postage refund for returns that are due to product defects. All other returns are not eligible for postage refunds.
How long do I need to wait to receive my refund?

You should expect to receive your refund within the subsequent 4 weeks after having shipped your package back to us. In many cases, you should receive your refund more quickly.

This lead time includes the transit time for us to receive your return in our warehouse (5 to 10 business days), the time it takes for us to process your return upon receiving your return (3 to 5 business days), and the time it takes for your bank to process the refund request (5 to 10 business days).

For all enquiries relating to your RMA request, please contact us for assistance.

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