Returns & Warranty
Please keep a copy of the sales receipt to establish the purchase date of the product.
You may exchange or return merchandise purchased on Heaven11Audio.com for a full refund, less original shipping charges, based on original form of payment, within 30 days of the purchase date. You are responsible for the shipping charges incurred both on your original order as well as the charges to get the product back to us. We cannot refund or exchange custom orders.
We are only able to refund orders done directly though Heaven11Audio.com or from one of our direct online sales outlets. We sadly cannot refund orders done through other retailers; any pursuit of a refund must be done where the item was originally purchased.
If you believe you have received a defective product upon arrival, please submit a claim using our contact form or email us to initiate a return or exchange.
All Heaven 11 Audio products are covered by a 5-year manufacturer’s warranty. This Warranty is offered to the first purchaser only and covers parts and labor, subject to terms & conditions.
- What is included in this Warranty?
If a Heaven 11 Audio product is defective in normal domestic use, due to a fault in materials or workmanship, Heaven 11 Audio will at its discretion (and subject to the terms contained herein) either repair or replace it free of charge within a reasonable time after return of such product during the Warranty period to Heaven 11 Audio’s address (detailed below). This Warranty is offered to the first purchaser only and covers the cost of parts and associated labor required to correct such defects in materials or workmanship arising and advised to Heaven 11 Audio during a period of Five (5) Years from the original date of purchase.
- What is excluded from this Warranty?
This Warranty does NOT cover:
a) damage to Heaven 11 Audio products while in possession of a shipper, retailer, or consumer and not caused by defects in materials or workmanship;
b) damage to Heaven 11 Audio products arising due to or from normal wear and tear;
c) damage or defects caused by abnormal or unreasonable use (including repairs or alterations of products by a person other than Heaven 11 Audio or its nominated repair centers);
d) damage, defects, deterioration, malfunction or failure to meet performance specifications resulting from:
(i) accident, acts of nature, misuse, abuse, neglect or unauthorized product modification,
(ii) improper installation, removal or maintenance, or failure to follow instructions supplied with the product,
(iii) repair or attempted repair by anyone not authorized by Heaven 11 Audio to repair the product,
(iv) shipment of the product,
(v) any cause other than a product defect due to a fault in materials or workmanship;
e) cleaning, initial set-up, check-ups with no defects found, or charges incurred for installation of the product;
f) any product on which the serial number has been removed, defaced or modified.
- What Heaven 11 Audio will do and pay for if you qualify for this Warranty coverage.
Heaven 11 Audio will pay for all parts and labor covered by this Warranty.
Whenever warranty service is required you must present the original dated sales receipt or other proof of purchase. Please keep a copy of the sales receipt to establish the purchase date of the product.
If you think that your product needs service please contact our customer support team ([email protected]). Once you file a claim, you will get a follow up email with all of your warranty information as well as our address and RMA number. You will be responsible for shipping your item to us.
The equipment should be packed in its original packing. Do not return your product to Heaven 11 Audio without receiving approval from Heaven 11 Audio.
If you are returning any product, you should use a reputable carrier – do NOT use regular post. Heaven 11 Audio cannot accept responsibility for the unit while in transit to Heaven 11 Audio.
Please ensure that your equipment is insured by you during any transit or shipment for repair.
Once we process your claim, we do offer free shipping to our North American customers.
Heaven 11 audio makes no other express warranty of any kind whatsoever. All implied warranties, including warranties of merchantability and fitness for a particular purpose, exceeding the specific provisions of this warranty are hereby disclaimed and excluded from this warranty.
No representative or other person is authorized to assume for Heaven 11 Audio any liability except as stated in this warranty.
If there are any questions regarding this returns & warranty policy, you may contact us using the information below.
Heaven 11 Audio Inc.