Linsoul products
1-year warranty coverage for our products. Warranty period starts from the date of purchase.
After-sales, in one place.
Returns, warranty, shipping and response times. Know the next step before sending a product back.
Find your next step
What do you need help with?
This helper points you to the right route. It doesn’t approve a claim or calculate a refund.
Returns, by condition.
Choose the situation that matches the product. A delivery fault isn’t treated as a change of mind.
| Your situation | Request & condition | Costs and next step |
|---|---|---|
| Factory-sealed30-Day Return Policy | Within 30 days upon receiving it Any non-customized product that is still factory sealed. |
You would have to bear the shipping fee(s) incurred. Please email support@Linsoul.com within the said period. If you do not receive a reply within 3 working days, please contact us via our website or Discord.Ask about a return |
| Opened7-Day Return Policy | Within the first 7 days upon delivery Products that have been opened. This also applies to products that have been opened but are still functioning properly. |
A restocking fee (35% of the item’s retail value) will be charged if returned. The remaining amount is reimbursed to your original payment method (PayPal or Credit Card) within 3–5 business days. Please contact support@linsoul.com to process your request. After receiving and confirming that the item is in good condition, we will notify you by email.Ask about a return |
| Incorrect or defectiveReport a problem | Upon delivery Items that are incorrect or with manufacturing defects upon delivery. |
Linsoul 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. Provide your order number and state the issue clearly, with photos and videos. Claims about wrong or missing item(s) need an unboxing video of the sealed parcel.Report a problem |
| Customized & accessoriesNot returnable | Not returnable All customized products (including faceplate designs), carry cases, cables, ear tips and other accessories. |
Non-refundable and cannot be returned to Linsoul (accessories due to hygiene purposes). CIEMs: inform us within 1 month after receiving the product if you still face any discomfort. A free re-fit service will be offered for the first time. Re-shell service for CIEM to UIEM is not available.Ask about your order |
Refund or store credit
For eligible returns or cancellations, customers may choose between:
- A refund to the original payment method (e.g. PayPal or Credit Card), or
- Store credit, which can be used for future purchases on Linsoul.com
Customers are encouraged to email support@linsoul.com to indicate their preferred refund method. If no preference is provided within 48 hours of confirmation, the default refund will be issued as store credit.
Store credit may also be prioritized during certain promotional periods, final-sale events, when the products are heavily discounted (i.e. 40% or more off retail price), or when requested by the customer.
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.
Before you post a return
Email us for the RMA form
To initiate the return shipment, kindly send an email to support@Linsoul.com within 30 days upon receiving the sealed product(s). The RMA form and details will be provided to you via email.
Ship within 5 working days
After receiving the return instructions from us via email, kindly arrange the return shipment of the parcel within 5 working days, and update us with the tracking link via email again. Failure to do so will result in a cancellation of the return process.
Refund
In most cases, after receiving and inspecting the returned product, your refund will be processed within 5 business days. Refunds may incur a currency exchange loss or transaction fee, depending on your source of payment (e.g. Bank or PayPal). Linsoul will not be responsible for such fees.
Warranty starts with the issue.
Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.
Cables & adapters
Linsoul offers a 3-month warranty for cables and adapters.
Cases, tips & accessories
Carry cases, ear tips and other accessories are excluded from the 1-year warranty.
What does the warranty cover?
Linsoul 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.
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 are not purchased from https://Linsoul.com (i.e. If you had purchased it from AliExpress, crowd-funding campaigns, Amazon, local dealers and etc., please contact the store or distributor directly).
- 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 Linsoul.
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.
My product is defective. What should I do?
- Send an E-mail to support@Linsoul.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 Linsoul in exchange for a replacement.
*Note: Warranty coverage procedure may vary depending on the product and issue itself. Failure in contacting us immediately and worsening the condition of the product may limit or void your 1-year warranty.
Who pays for warranty shipping?
Linsoul will cover the shipping cost for certain defective products within the first 7 days upon delivery only if the manufacturing issue of the item can be proven via video/photograph. The replacement unit will only be reshipped to you after we have received the faulty one. Linsoul 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 Linsoul for us to check for any factory defects. Linsoul 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).
Bought second-hand, or no order number?
To check the warranty status of the item purchased and whether warranty is claimable, non-original buyers would have to inform us about it. Details such as the order number of the item, non-original buyer's personal contact details and shipping address would be required.
For Linsoul's house-brands, such as THIEAUDIO, a repair service may still be provided for products without an order number, provided that they are still repairable. However, it is not applicable for items that have been discontinued. You would have to cover the two-way shipping and repair fees. Do also expect a longer processing time for such cases without an order number.
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, Linsoul will normally check with the manufacturers for a quotation of the repair fees beforehand. However, for some cases, the manufacturers may only be able to do so after retrieving and inspecting the faulty unit. Please kindly enquire about this with us.
Preparation is not transit.
Order preparation and delivery are two stages. Delivery estimates start after dispatch, and preorders have their own preparation time.
In-stock orders
For in-stock products, your order will be shipped within 3 working days. Customized items will take a longer time.
Standard Shipping
It takes about 2 weeks for items to be delivered after shipping out. For some countries, it might take up to 1-3 months, depending on your country, its customs and other factors.
Express Shipping
It takes about 3-7 days for items to be delivered after shipping out.
*Note: Timings might be affected due to festive seasons or other unforeseen circumstances. The duration for transit is something beyond our control. Linsoul will not be making refunds for such cases.
How much does shipping cost?
Standard Shipping is free for most countries, while Express Shipping is 15-50USD depending on your country. If your order is over 270USD, Express Shipping is free for most countries. Large items such as headphones and desktop DAC/AMPs (e.g. HarmonicDyne G200, MUSICIAN MDP-2) are excluded: for large items, Express Shipping is free only for orders over $499.99 USD. For certain remote areas, there may be additional charges via Express Shipping.
Which countries do you ship to?
We are generally able to ship to most countries via Express Shipping, and many countries via Standard Shipping. You may clarify this with our team to check whether Standard Shipping is available to your country.
We cannot ship to addresses that are "PO boxes or APO/FPO".
*Note: Generally, we can only do Selected Shipping to India and Russia. We can only do Express Shipping to Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro and Sri Lanka, to name a few. This may be subjected to changes due to unpredictable issues such as Covid, war, and etc.
Who will pay for the import tax/custom fees?
Customers have to bear any form of custom/import/processing fees that are applicable for your parcel. Should you be unwilling to pay for the fees and reject the delivery of the parcel, you will still have to pay for the shipping cost. Linsoul will only refund the amount of your order after deducting the two-way shipping fees incurred.
Some parcels claimed to be “returned to the seller” may be destroyed by the post office or customs officers when buyers refuse to accept their parcels or fail to pay for their taxes. No refund will be processed for such cases.
Standard Shipping via YunExpress is a tax-inclusive option for some countries. However, Linsoul will not be responsible for additional administrative or handling fees charged by your local courier company or customs. Please kindly check this with your local customs.
What happens if the parcel has been shipped but not delivered?
First, kindly contact your local courier using the local tracking number.
If your parcel were to be in transit for at least 3 months, it may have been lost in transit. For orders below $50USD, you may either opt for a one-time reshipment of parcel OR a full refund of the amount paid in cash via PayPal/Credit/Debit card. For orders above $50USD, we will only process a 50% refund of your order paid in cash via PayPal/Credit/Debit card. Should there be any concern about Standard Shipping, you are encouraged to opt for DHL Express Shipping instead.
Customers are to bear the consequences and fees incurred, if the parcel was undelivered due to any of the following situation:
- Wrong address or phone number provided by recipient
- Recipient was uncontactable when courier company contacted
- Refusal to sign for the package by recipient
- Lost or damaged parcel because recipient opted for “no-signature delivery”
- Refusal to pay for the local tax/processing fee by recipient
- Refusal to provide supporting documents for custom clearance by recipient
Linsoul Audio will not be responsible for parcels that have been damaged during the transit process.
Do I get tracking details for my order?
After placing an order, you will receive the order confirmation email. After your order has been shipped out, you will also receive a tracking email. You can track your order via the tracking number online. Should you not have received the emails or face any difficulties tracking your order, please kindly contact us for support.
For more than 1 orders placed under the same account and shipping address, Linsoul will automatically combine the orders and ship them out via one tracking number. Should you have special requests to have the orders shipped separately, please kindly contact us via Discord or our website's chat. We will do our best to help.
What shipping companies do you use?
Standard Shipping: 4PX, Yanwen and Yun Express
Express Shipping: DHL Express, FedEx and SF Express
Know what happens next.
A reply, an inspection and a repair are different stages. The first-reply goal isn’t a resolution time.
Support hours
Monday–Friday, 09:00–18:00 (UTC+8).
First email reply
Our team aims to review your email within 3 working days. If you do not receive a reply within 3 working days, please contact us via our website or Discord.
Refund processing
In most cases, after receiving and inspecting the returned product, your refund will be processed within 5 business days. PayPal or your bank may require additional time to process the refund after we have issued it.
Repair or replacement
Warranty coverage procedure may vary depending on the product and issue itself.
Our Support Team may not be available during non-working days and weekends.
