You may request for a refund if an item is out of stock or we are not able to fulfill your order. The way your refund is processed depends on your original payment method. Credit card refunds will be sent to the card-issuing bank within three (3) business days and may take up to (7) business days for it to appear on your bank statement.
Problems with your product
Headphones SG is the authorised partner and reseller for all the brands we sell and carry on our website and hence all items purchased from us are eligible for warranty direct from the brand's authorized service centers. If the item is still within the warranty period, please file a Return Merchandise Authorization (RMA) by logging into your account. We will email you with the details, RMA number and receipt to arrange an appointment with the brand's authorized service center.
In most circumstances, a 1-to-1 exchange will be provided. However, the brand's authorized service centers may require for the item to be assessed and they will make an independent assessment if your item qualifies for a replacement. You will need to produce a receipt as proof of purchase.
Incorrect or damaged items
If you received the wrong product or it was damaged during shipping, please contact us as soon as possible with your order number, phone and email so that we can assist you.
Can I change my order after I have made payment?
If your order has not been processed and shipped, we may still be able to assist you to exchange to an item of equal or greater value. Please contact us as soon as possible with your order number, phone and email so that we can assist you.
Can I change my order after I have received it?
If the unit is faulty and within the warranty period, you can return the item back to us by visiting the appointed service centre for an assessment. The technicians at the appointed service centre will then make an independent assessment. Repairs will be made or a replacement will be provided to you. All items will be inspected on return, so please make sure it’s packed up properly along with the original packaging, accessories, and manuals.
If the unit is not able to be repaired or replaced or out of stock, the following options will then be made available to you:
(i) an exchange to a similar product; or
(i) an exchange to another product of equal or lesser value; or
(ii) store credit
Cancellations are not permitted for items on "sale", "clearance", "promotion", "pre-order" or "backorder". These items are also not eligible for exchange, returns, or refunds. However, they will still be covered under warranty.
Under what other conditions, will I not be entitled to a return or exchange?
Customers will not be entitled to a return or exchange if:
(i) they had damaged the item; or
(ii) they had misused it and caused the fault; or
(iii) they had damaged it while trying to modify or repair it themselves or through a third party; or
(iv) they had known about the fault before they bought the goods; or
(v) they had opened the package and used the item; or
(vi) they had simply changed their mind and no longer wanted the item for whatever reason.
For items returned without prior authorisation, a 50% "open box" penalty on the price of the item will be levied - the item will no longer be able to be re-sold as "brand new", or have to be re-sold considerably under cost; and in certain cases, will have to be disposed of for hygiene reasons. For items returned due to a defect with prior authorisation, there will are no open-box or restocking penalty.