Refund policy

Return Policy

15-Day Return Policy

 We have a 15-day return policy for customers, Items must be in functional condition and not damaged by the customer. The package and items must be without any visible damage and complete with all accessories. The customer is also responsible for paying all shipping fees to return the product. Original shipping cost will not be refunded.

 For items that are damaged, incorrect, or faulty upon delivery, SIVGA will assess the issue and provide a solution accordingly. We will either provide an exchange, a replacement or a repair service of the item(s), depending on the problem encountered. Please contact support@sivgaaudio.com within the 7 days.

 **Note: If one of the items in the package is defective/incorrect/missing (e.g. ear tips, carry case and etc.), a refund or replacement will be done only for that particular item, depending on the particular situation.

 

 

Warranty Policy

 

Definition of Warranty

 Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.  

 **Warranty is not applicable or has limited coverage under certain circumstances. Please refer to the segment below.

 

Warranty Period

SIVGA offers a 1-year warranty coverage for our products (excluding carry cases, ear tips and other accessories). SIVGA offers a 3-month warranty for cables and adapters. Warranty period starts from the date of purchase. Please send an email to support@sivgaaudio.com, should you encounter any issues.

 

Defective Products

SIVGA Warranty covers any factory defects that might affect the proper functionality of your purchase. It does not cover any man-made damage due to human error, negligence and etcetera (please read the following paragraph for more details). 

 If your product is defective, please follow the instructions:

Send an E-mail to support@sivgaaudio.com with an appropriate Subject Title

Provide your order number and state your issue clearly

Attach photos and videos to show how your product is faulty

If the photos/videos provided are insufficient to prove the stated issue, we will enquire more.

 Once we have confirmed that your item is defective due to manufacturing issues, we will arrange for a replacement, partial refund or a full refund (where applicable).

We may require you to return the defective unit to SIVGA in exchange for a replacement.

 **Note: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@sivgaaudio.com. Failure in doing so and worsening the condition of the product may limit or void your 1-year warranty.

 

 

Incorrect / Missing Item(s) Upon Delivery

 In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it.

All customers are strongly advised to take an unboxing video of their sealed parcel and packaging when opening their parcels and products.

 For incorrect/missing items, please send an email to support@sivgaaudio.com. The following details are required.

1) Send an email to support@sivgaaudio.com with an appropriate Subject Title

2) Provide your order number and state the issue clearly

3) Attach photos and the unboxing video(s) of your sealed parcel and packaging to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible.

 Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For item(s) claimed to be missing in the parcel or sealed product, an unboxing video is required. For incorrect products, SIVGA will decide whether or not you need to return the wrong item.

 

Warranty Not Applicable When:

•Damage of product is due to accidents, user negligence, dismantling, waterlog, mishandling, mismanagement, abuse, improper installation, vandalism or modifications.

•Products are prize items or from giveaways.

•Products wear and tear over time, including cosmetic changes such as a change in colour.

•Users do not follow the “User Guide”, instructions or other additional safety, use, or warnings included in the product materials.

•Products are used commercially.

•Unsupervised use of product by children under 18 years of age.

•Products become faulty due to poor weather conditions or any natural disaster.

•Products stolen or gone missing.

 

 Warranty Limited Coverage When:

•Products are heavily discounted (i.e. 40% or more off retail price) or are review units.

•Products have been modified or repaired by people not authorized by SIVGA.

Limited warranty coverage means that a faulty product with a manufacturing issue may still be repaired, provided that the product purchased is still under the warranty period.

 However, buyers would have to cover the shipping fees incurred. Buyers may also have to pay for the repair fees, if the issue is due to other reasons e.g. user mismanagement. For such cases, Please kindly enquire about this with us of the repair fees beforehand. Thank you.