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Warranty

This guide covers the following brand products: AAW, Null Audio, Symphonym. For other brands, contact for warranty and servicing.

  • What is covered by this limited warranty?
        • This limited warranty covers defects in materials and workmanship in the products.
        • This Warranty is transferable.
        • This Warranty is valid for 1 years upon purchase by customer.
          • What is not covered by this limited warranty?

          This limited warranty does not cover:

                • External causes such as accident, abuse, misuse, or problems with electrical power
                • Unauthorized servicing.
                • Usage that is not in accordance with product specifications.
                • Failure to follow the product instructions or failure to perform preventive maintenance
                • Products with missing or altered service tags or serial numbers.
                • Products for which we have not received payment.
                • Normal degradation in aesthetics.
                • Demo unit purchased from distributor/dealer
                • Return shipping costs to us and back to customer.
                  • How to claim warranty
                    Email support@null-audio.com to request RMA, we will respond with detailed return instructions.
                        • For domestic customers:
                          • Visit our showroom to drop off the faulty item
                        • For international customers:
                          • Pre-pay heavily discounted FedEx shipping fee after receiving return instructions and invoice for shipping. A FedEx shipping label will be provided once payment is received.
                          • Contact local FedEx to schedule a pickup at your convenience, return the product using the FedEx shipping label provided.
                          • Return the product to us in a safe and well protected packaging to avoid further damage in transit.
                          • Do not return the product to us without requesting RMA via email.
                          • Do not return the product using shipping method other than the FedEx shipping label provided by us.
                        • Include warranty card, proof of purchase, note on defect issue (if any) and only the defective item. Exclude any non-defective accessories such as cable, ear tips and carrying case.
                        • When the defective item is the IEM itself, always return both sides of the IEM.
                          • Extended Warranty
                            • Customer can acquire an extra 3-month warranty once product is successfully registered on respective AAW/Null Audio website.
                          • AAW Flat Rate Repair Policy
                            • Eligibility: All AAW branded UIEM/CIEM active models or discontinued models which are out of warranty, with the exception of the following: Nebula 1, Nebula 2, Q and product purchased more than 3 years ago.
                            • Cost: Flat Rate of USD110
                            • What could be repaired:
                              • Cracked or shattered enclosure
                              • Damaged socket
                              • Damaged driver
                              • Blocked nozzle
                              • Cable defects please refer to the below Null Audio section
                            • What could not be repaired:
                              • Missing one side or both sides of IEM
                              • Product severely damaged and have missing components such as drivers
                              • Product intentionally abused
                              • Water related damage
                              • Normal cosmetic degradation
                              • Damaged packaging, ear tips, carry case and other accessories, separate purchase is recommended
                            • Beyond repair – If AAW determines the IEM is beyond repairs for the following, but not limited to, number of reasons. It will be at AAW’s discretion to reject the repair.
                              • Repair parts no longer available
                              • Product designed to have low reparability
                            • Product purchase more than 3 years ago, AAW will evaluate and advise repair cost on a case by case basis.
                          • Null Audio/Symphonym Flat Rate Repair Policy
                            • Eligibility: All NA/Symphonym branded cable products, active model or discontinued model which are out of warranty, with the exception of the following: Capri series, Brevity series, product purchased more than 3 years ago.
                            • Cost:
                              • Symphonym Series: Flat Rate of USD50
                              • Lune, Arete: Flat Rate of USD30
                              • Ethos/Capri: Flat Rate of USD20
                            • What could be repaired:
                              • Intermittent or loss of signal transmission
                              • Damaged connector
                            • What could not be repaired:
                              • Cable completely or partially cut
                              • Damaged insulation jacket
                              • Oxidation and chemical erosion
                              • Product severely damaged and have missing components
                              • Product intentionally abused
                              • Normal cosmetic degradation
                              • Damaged packaging, carry case and other accessories, separate purchase is recommended
                            • Beyond repair – If NA determines the cable is beyond repairs for the following, but not limited to, number of reasons. It will be at NA’s discretion to reject the repair.
                              • Repair parts no longer available
                              • Product designed to have low reparability
                            • Product purchase more than 3 years ago, NA will evaluate and advise repair cost on a case by case basis.
                          • AAW Ownership transfer service
                            • Service content: Reshell existing AAW UIEM/CIEM to new CIEM with new owner ear impressions. Reshell with new ear impressions of existing owner will be counted into this service as well.
                            • Eligibility: All AAW branded UIEM/CIEM active model or discontinued model with the exception of the following: Nebula 1, Nebula 2, Q and product purchased more than 3 years ago.
                            • Cost: Flat Rate of US$150
                              • Addition options such faceplate inserts, artwork, engravings etc. will be charged at the same rate as new CIEM orders.
                              • If the IEM is defective before submitted for ownership transfer service, an aggregated repair charge of US$110 will be added as well.
                            • 3 month extended warranty on the shell and socket only, driver issues will not be covered under warranty.
                          Can I just get a new cable instead of sending the faulty one back for repair?

                          No. We need to retrieve the faulty cable for assessment and subsequent repair work. We DO NOT provide new cables for replacement (excluding DOA cases). 

                          Earphone cable is a wear-and-tear item. The repair work is based on actual cable condition and may result in shorten of cable (to remove the damaged section).

                          Warranty repair does not deliver cable in brand new condition.

                          How will the repaired product be returned to me?

                          The repaired product will be shipped back via FedEx with a declaration of its original price. If you wish a lower declaration value, please let us know. Moreover, if you wish to have other shipping methods such as FedEx, customers need to top-up the shipping differences between the FedEx shipping and International Registered Mail shipping.

                          Where should I return the product to?

                          Please return your defective product with designated shipping label provided to:

                          Null Audio
                          #06-09 Alexcier
                          237 Alexandra Road
                          Singapore 159929
                          Attn: RMA Department
                          Tel: +6587315476