warranty service

Claim to give you one year warranty

Warranty Details


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 Naenka 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.

Kindly note that NOT ALL PRODUCTS SUPPORT RETURN

Only purchases made directly from official store -- www.naenka.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.

Warranty

This warranty is extended only to the original end-user purchaser. We extend a one-year warranty to all items purchased through our store.

Strong recommendation:

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

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.

Then we will investigate, offer a solution, or ship out replacements if needed.


Solution: We replace it!

In the case of a covered warranty defect, Naenka will offer the following options:

(A) Repair the product using new or refurbished parts;

(B) Replace the product with an equivalent new or refurbished product

(C) Provide a partial or full refund.

PROBLEM WITH YOUR ORDER (Objective factors)

Within the warranty period, if you meet any product issue after a period of normal usage, kindly provide the order number and product images to us.


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 irresistible 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. Naenka 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 We’ll fixand sent it back.
If unrepairable. You can choose either:

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

(B) Return it to you.

Who bears the freight?

The customer is not responsible for associated shipping costs unless products are defective.

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 3business days for your account to be credited. If you do not receive your refund after 3business days, please contact your payment processor directly for further information.