1. Return Policy for New Products

1.1. Defective Products from the Manufacturer:

Cases in which customers are allowed to return/exchange products:

• Incorrect Products: If the received goods do not match the type, model, or specifications as displayed on the website at the time of ordering.
• Insufficient Quantity or Incomplete Set: If the order has a shortage in the quantity of items or if the set is incomplete as per the specified order.
• External Damage: In case of visible external damage such as torn packaging, peeling, or breakage.
• Unusable Product: A product that is severely damaged, rendering it unusable.

Customers have the right to inspect the goods upon delivery. Please record and capture images of the defective product to provide relevant documentation as evidence of the deficiencies for the return/exchange process. Earable will cover the shipping costs in this case. Customers must notify Earable for returns within 72 hours from the date of receiving the defective product.

1.2. Exchange/Return Location:

Customers can either bring the goods directly to our office/store or use postal services for the return process. 

1.2.1 Non-defective Products:

• If a customer chooses to return a non-defective product (e.g., due to a change of mind), the following conditions apply: The product must be in good, resellable condition with no excessive signs of wear. Customers must email frenzcare@earable.ai to request a return and receive return instructions.
• The shipping will be deducted from the refund and 15% processing fee will also be deducted, covering the cost of inspection, cleaning, and repackaging.
• The refund will be processed within 15 business days after the product has been received and passes quality inspection.

1.2.2. User-Induced Defects:

No return/exchange is applicable in this case. If requested, Earable can assist in repairing the product. The customer will bear the round-trip shipping costs and repair fees. The customer shall be responsible for all associated round-trip shipping expenses and repair fees. The assessment of repair charges will be communicated to the customer subsequent to Earable's examination of the product's condition. Upon the customer's consent, Earable will proceed with the repair post-successful payment of the incurred fees.

2. Return Policy for Used Products

2.1. Defects from the Manufacturer:

During the warranty period, if a product has severe defects affecting its basic functionality, Earable will repair it according to the warranty policy. If the product sent for repair is irreparable, Earable will replace it with a similar product. The warranty period for replaced products is stipulated in the warranty policy.

2.2. Non-defective Products:

No return/exchange policy is applicable in this case.

2.3. User-Induced Defects:

No return/exchange policy is applicable in this case. If requested, Earable can assist in repairing the product, and the customer will bear the round-trip shipping costs and repair fees. The customer will bear the round-trip shipping costs and repair fees. The customer shall be responsible for all associated round-trip shipping expenses and repair fees. The assessment of repair charges will be communicated to the customer subsequent to Earable's examination of the product's condition. Upon the customer's consent, Earable will proceed with the repair post-successful payment of the incurred fees.