Return Policy & Warranty

Return Policy

7-Day Return Policy

You may return any non-customized and non-sales product that is sealed, within the 7 days upon receiving it. For items that are damaged, incorrect, or faulty upon delivery, Hifi-express will cover the shipping cost. We will also either do an exchange or a replacement of the item(s). Please contact smsl_mandy@126.com within the 7 days.

A restocking fee (35% of the item’s retail value) will be charged for parcels that have been opened. This also applies to packages that have been opened but are still working well. Please contact smsl_mandy@126.com to process your request. After receiving and checking that the item is in good condition, you will receive an e-mail notifying you that the remaining 65% of amount paid will be reimbursed directly to the payment method used (PayPal or Credit Card) within 3-5 working days. Please also note that PayPal or your bank may also require some processing time after we have issued your refund.

**Note: All customized products (including faceplate designs) are non-refundable and cannot be returned to Linsoul. This also applies to items such as carry cases, cables, ear tips and other accessories, due to hygiene purposes. For CIEMs, customers who still face any discomfort after trying theirs for a few days should inform us within 1 month after receiving the product. A free re-fit service will be offered for the first time. We would also require a new set of ear impression with the best fit again. Photographs of the new ear impression would also be required for approval. Re-shell service for CIEM to UIEM is not available.

**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

Warranty Period

Hifi-express offers 2-year warranty coverage for our products

*Warranty is not applicable under certain circumstances; please read the segment below.

Defective Products

Hifi-express 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:

  1. Send an E-mail to smsl_mandy@126.com with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show that your product is faulty

Once we have confirmed that your item is defective, a replacement unit will be sent to you. We may require you to return the defective unit to Linsoul in exchange for a replacement.

Hifi-express will cover the shipping cost for defective items within the first 7 days upon delivery, and reship the replacement unit to you. Hifi-express will not cover the shipping cost for customers who opt for a full refund instead.

Items claimed to be faulty after 7 days have to be shipped back to Hifi-express for us to check for any factory defects. Hifi-express Audio will not be covering the shipping cost. We will only cover the repair/replacement and return shipping (excluding any possible local tax/import/processing fees).

*Note: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact smsl_mandy@126.com. Failure in doing so and worsening the condition of the product may limit or void your 2-year warranty.

Incorrect / Missing Item(s) Upon Delivery

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

If your product is defective, please follow the instructions:

  1. Send an E-mail to smsl_mandy@126.com with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show that your product is faulty

Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For incorrect products, Hifi-express will decide whether or not you need to return the wrong item. We will either provide you with a shipping label or reimburse you the shipping fee after receiving and checking that the product is working well.

Warranty Not Applicable When:

  • Damage of product is due accidents, user negligence, dismantling, waterlog, mishandling, mismanagement, abuse, improper installation, vandalism or modifications.
  • Products are heavily discounted. 
  • Products are prize items or from giveaways.
  • Products are not purchased from https://hifi-express.com (i.e. Aliexpress, crowd-funding campaigns, Amazon and etc.).
  • 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 have been modified or repaired by people not authorized by Linsoul.
  • Products become faulty due to poor weather conditions or any natural disaster.