GENERAL GUIDELINE

JABEN carries a 30-day return / exchange policy starting from the day you receive your product:

• Applies to all merchandise. (except Non Returnable products check below)
• Must be returned in as-new factory condition.
• Must include all original packaging and accessories.
• Physical damage is not covered under the warranty including liquid spills and cracks.

Please note that original order freight cost(s) and return freight cost(s) incurred will not be refunded/covered.

By ordering from us, you agree to the following terms: if you claim a product is defective, we reserve the right to test it with our audio engineers. If we cannot find or replicate the defect, we cannot offer a replacement; you will be issued a refund, which may include any applicable fees.

Your ability to return is voided if:

• You blow out the headphone/IEM, or physical damage, or cosmetic damage to your purchase.
• You fill out the warranty card (do NOT register for warranty if you do not intend to keep the item)
• Missing packaging material (Box, insert, manual, even if the item is defective) We will not process your defect return. Please keep all packaging for 30 days.

The following are FINAL SALE and NOT available for refund:

• Carry cases, cables, eatips, cushions  (even if unopened) and other accessories
• Special order / Customized order / Pre-order
• Limited Edition, Special edition.
• Items meant for underwater use
• Tube Amplifiers
• Missing package, or supplied accessories
• Pre-loved / Open Box / B-Stock items
• Physical damaged headphones/earphones

Please login and submit your return request here and our team will get in touch with you.

After we receive a return, refunds/exchanges can take 7 to 10 business days to be processed in the return queue. If we issue a refund, it can 3 to 10 business days for it to be credited back to you by your bank.

We reserve the right to cancel any order for pricing error.

Please note, if we discover an item has been tampered with, we will NOT issue a refund or accept a return.

FREIGHT FORWARDING DISCLAIMER

JABEN is not responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to a freight forwarder or intermediary address/person. This means that JABEN isn't able to provide a replacement or a refund for any shipment taken outside of Singapore by hand-carrying or using a freight forwarding service.

 

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RETURN IN PERSON

We accept authorized returns for online purchases at our physical location at

1 Coleman Street, #01-25, The Adelphi
Singapore 179803

You will need to bring your ID to confirm your identity.

You must arrive at least TWO HOURS before closing for in-person returns/exchanges.

RETURN BY MAIL

All mail returns must be authorized first. In-store purchases can be returned via the postal service, however the consumer must pay ALL freight costs. The same applies for exchanges. 

Returns without written confirmation/authorization from us can incur up to a 50% restocking fee. Return without original manufacturer packaging will be refused and shipped back even if the product is defective.

PLEASE NOTE:  JABEN is unable to refund lost package returns.

EXCHANGES

Exchanges can begin once we receive the returned item. We will work with you on the most efficient way to use the refunded amount to cover the new item.

WARRANTY CLAIMS

Please read more details on warranty claims here: Warranty Policy.

 

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RESCISSION OF SALE

Shipped orders cannot be cancelled.

Non-shipped orders that are NOT special orders / customized orders: can be canceled and refunded at no extra charge. We reserve the right to cancel any order if it has not shipped yet due to inventory, quality control, typographical errors, or payment processing issues.

 

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FEE POLICY

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RETURN POLICY ABUSE

Our return policy is designed for customers who need it in good faith, which is the majority of you! Our regular customers should have nothing to fear.

JABEN monitors the ratio of purchases versus returns, both in terms of quantity and of total value, whether through a single account or across multiple account. We alert customers if we feel they are in danger of excessive returns. If the customer continues to return after the warning, we will begin charging at least 10% in restocking fees (depending on the condition of the returned item/s). If we feel the return ratio exceeds a certain threshold, we reserve the right to refuse customers from purchasing from us again.

NON RETURNABLE / REFUNDABLE PRODUCTS

Sales are FINAL on the following items:

• Carry cases, cables, eatips, cushions  (even if unopened) and other accessories
• Special order / Customized order / Pre-order
• Limited Edition, Special edition.
• Items meant for underwater use
• Tube Amplifiers
• Missing package, or supplied accessories
• Pre-loved / Open Box / B-Stock items
• Physical damaged headphones/earphones

Please note your ability to return is voided if:

• You blow out the headphone/IEM, or physical damage to your purchase.
• You fill out the warranty card (do NOT register for warranty if you do not intend to keep the item)

PRODUCT COMPATIBILITY AND DEFECTIVE PRODUCTS

JABEN will not be held liable for incompatibility of DACs and amps with Android, iOS, or Windows operating systems. Here at JABEN, we simply cannot test every DAC and every amp with every operating system. It is the customer’s responsibility to contact the manufacturer regarding compatibility with their devices.

You MUST report a defective product within 7 business days of receiving the item. 

SPECIAL ORDERS / CUSTOMIZED ORDERS / PRE-ORDERS

Please note your card will be charged when you place your order.

Any item that we specifically order for a customer cannot be refunded or canceled. Special Orders ship directly from the Manufacturer or from JABEN to the consumer. If a Special Order item is defective, you may contact JABEN for assistance in how to get a replacement for the item. However, the burden of replacing the item and the warranty claim will be the responsibility of the consumer.

ANY ITEM LISTED AS SPECIAL ORDER WILL BE SUBJECT TO THESE TERMS AND CONDITIONS WITHOUT EXCEPTION. 

 

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INTERNATIONAL RETURNS

Products shipped internationally are still eligible for returns. Please note that any customs fees and taxes that were associated with your package is non-refundable in the event of a return. International duties are only refundable at the discretion of the country receiving the package. JABEN has no control of these costs and therefore has no ability to refund them.

Please note International orders are not eligible for Prepaid return shipping, even if item is defective. Buyer must ship at there own expense.

JABEN won't be responsible for damage, defect, material difference, or loss that occurs to goods after they're delivered to a freight forwarder. This means that JABEN isn't able to provide a replacement or a refund for any shipment taken outside of Singapore by hand-carrying or using a freight forwarding service.

REFUSAL TO PAY CUSTOMS

In the event that a customer wishes to not pay the customs fees associated with their package, it will be returned to JABEN by their country. Any shipping costs will be on the burden of the customer. If the customer received free shipping, the shipping cost for both trips will be deducted from their refunded amount.

Please note: Some countries will require that customs be paid for even if the package never leaves customs. Refusal to pay customs fees in these countries, will result in the fees and any shipping costs to be deducted from your refunded amount. In the event that your fees exceed the purchase price,  JABEN reserves the right to bill you for the difference.

If customer refuse delivery shipping fee and custom fee's will be deducted from the amount customer paid for his order, even if product is returned back. Please Make sure you want the product before you place an order.