Return Policy

30-Day Return Policy

For orders placed after March 1, 2024 (that contain physical products), with a total paid amount below $999, we offer a 30-day hassle-free return and refund service upon receiving the package.

Accepted Reasons for Return

Returns are accepted for reasons including but not limited to:

  • Color, style, pattern, or parameters not as described
  • Material discrepancy
  • Functionality or performance issues
  • Incorrect product(s) 
  • Poor craftsmanship or manufacturing defects
  • Damaged or defective product(s)

Refund/Exchange Process

1) Initiate Your Return

Navigate to your order details page on Linsoul.com and click the "Return" button. Alternatively, use the return item link provided in your order confirmation email. Select the reason for your return and upload images of the product(s) to support your claim.

 

2) Download Your Prepaid Shipping Label

A complimentary shipping label is provided to facilitate your return process. Download, print, and affix it to your return package for easy tracking and shipping.

3) Await Your Refund 

Once we receive your returned item and verify its condition within 2-3 working days, your refund for the item will be processed within 5 working days approximately. If a shipping fee was incurred for your order, it will not be refunded. Only the amount paid for the product will be refunded. Please also note that PayPal, your bank or credit/debit card company may require a few business days to process it after we have issued your refund.

Note:

  • One order is entitled to only one complimentary local return shipment. If you have multiple items in an order and decide to have them returned separately, only the first return of that order will be free. Subsequent return shipments will incur shipping fees and that will be borne by the buyer.
  • Refund processing time may vary and is subject to inspection and verification of the returned product's condition.
  • To extend the duration of complimentary returns and exchanges to 60 days, customers have the option to purchase our Extended Return Service. Simply select this service before making payment to avail yourself of the extended return period.
  • For CIEMs, customers who still face any discomfort after trying theirs for a few days should send an email to us (Support@Linsoul.com) 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 impressions with the best fit again. Photographs of the new ear impressions would also be required for approval. Re-shell service for CIEM to UIEM is not available.

For any further inquiries or assistance, please do not hesitate to contact our customer service team. Thank you for your support and trust in our products!

Warranty Policy

Definition of Warranty

Warranty is defined as our written promise to repair or replace a faulty product that results from manufacturing issues.  

*Warranty is not applicable or has limited coverage under certain circumstances. Please refer to the segment below.

Warranty Period

Linsoul offers a 1-year warranty coverage for our products (excluding carry cases, ear tips and other accessories). Linsoul offers a 3-month warranty for cables and adapters. Warranty period starts from the date of purchase. Please send an email to support@Linsoul.com, should you encounter any issues. If you do not receive a reply via email within 3 working days, please contact us via our website or Discord to check. 

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. 

Defective Products

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 (please read the following paragraph for more details). 

If your product is defective, please follow the instructions:

  1. Send an E-mail to support@Linsoul.com with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. 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, you will be required to apply for a return of the product and follow the procedure accordingly. Once we have received the returned product, the refund will be processed.

Linsoul will cover the shipping cost for certain defective products within the first 30 days upon delivery only if the manufacturing issue of the item can be proven via video/photograph. 

Items claimed to be faulty after 30 days have to be shipped back to Linsoul for us to check for any factory defects, and the shipping cost will be borne by the buyer. 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 support@Linsoul.comIf you do not receive a reply via email within 3 working days, please contact us via our website or Discord to check. Failure in doing so and worsening the condition of the product may limit or void your 1-year warranty.

Incorrect / Missing Item(s) Upon Delivery

In general, upon receiving your parcel, please confirm the contents of the package and ensure that the package is in good condition before signing for it.
All customers must take an unboxing video of their sealed parcel and packaging when opening their parcels and products. Any claims about wrong or missing item(s) will be voided should you fail to provide us with that.

For incorrect/missing items, please send an email to support@Linsoul.com. The following details are required.
1) Send an email to support@Linsoul.com with an appropriate Subject Title
2) Provide your order number and state the issue clearly
3) Attach photos and the unboxing video(s) of your sealed parcel and packaging to show that your product is incorrect/missing. Shipping details on the parcel packaging have to be clearly visible.

Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For item(s) claimed to be missing in the parcel or sealed product, an unboxing video is required. For incorrect products, Linsoul will decide whether or not you need to return the wrong item. 

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. 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. Thank you. 

FAQs

How do I cancel my order?

Cancellation or/and modification of orders can only be done manually via our staff, provided that our Warehouse Team has not processed your order. Orders that have been shipped cannot be cancelled and modified.
As our Support Team may not be available during non-working days and weekends, please place your order wisely as support cannot be guaranteed for such requests.
Should you really need to cancel or/and modify your order after purchase, please contact us via our support email (support@Linsoul.com) or website chat. We will help you with the changes if that could be done.

Where should I send the product for the return process?

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.

When must the product be returned after receiving the RMA form and details?

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.

When will I receive my refund after returning the product?

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, credit/debit card or PayPal). Linsoul will not be responsible for such fees.