Warranty Policy
WARRANTY PERIOD
Unless otherwise stated on the product page, the standard warranty period is 12 months from the date of delivery.
The warranty applies only to the original purchaser and only to products purchased directly from DeTour Audio.
Warranty coverage may vary depending on product type, product brand, manufacturer policy, product condition and the information stated on the product page.
If a different warranty period or warranty condition is clearly stated on the product page, the product page information will apply.
PRODUCT CONDITIONS AND WARRANTY
DeTour Audio sells products in different conditions, including but not limited to:
• New
• Open-box
• Demo unit
• Clearance
• B-stock
• Refurbished
• Used / pre-owned
• Discontinued
• Last-piece
• Special-offer items
Open-box, demo, B-stock, refurbished, used/pre-owned, clearance and last-piece products may show signs of previous handling, demonstration, testing, repackaging, storage, transport or use.
Such condition details, when stated on the product page, are not considered defects and are not covered as warranty issues.
The warranty covers confirmed functional defects under normal use, not cosmetic condition details already disclosed before purchase.
WHAT IS COVERED
The limited warranty covers confirmed functional defects that occur under normal use during the warranty period.
Covered issues may include confirmed defects in materials, workmanship or internal function, depending on the product type and diagnosis.
Warranty service may include repair, replacement, parts replacement, service support, partial refund, store credit or another suitable solution, depending on the product, issue, availability and diagnosis.
Because DeTour Audio is an outlet store, identical replacement products may not always be available.
WHAT IS NOT COVERED
The warranty does not cover:
• Cosmetic marks, scratches, dents, discoloration or signs of use already disclosed on the product page
• Normal wear and tear
• Wear of consumable parts
• Missing original retail packaging, if this was disclosed on the product page
• Minor packaging damage
• Damage caused by misuse, abuse, negligence or improper handling
• Damage caused by incorrect connection, incorrect voltage, incorrect power supply or incompatible equipment
• Damage caused by unauthorized repair, modification, opening or tampering
• Damage caused by accidents, liquid, humidity, heat, fire, lightning, power surge or external events
• Damage caused by improper installation, storage, transport or return shipping
• Damage caused by third-party accessories, cables, power supplies, adapters or equipment
• Problems caused by software, firmware, user settings, compatibility or system configuration, unless confirmed as a hardware defect
• Products with removed, altered or unreadable serial numbers
• Products not purchased directly from DeTour Audio
• Products sold as parts, repair items, non-working, final sale or for service use only, where clearly stated on the product page
DEMO, OPEN-BOX, B-STOCK AND USED PRODUCTS
Demo, open-box, B-stock, refurbished and used/pre-owned products may have signs of previous use, testing, handling, repackaging or demonstration.
These signs are part of the product condition and are accepted by the customer at the time of purchase when described on the product page.
Cosmetic imperfections, previous demo use, repackaged boxes, missing non-essential retail packaging or other disclosed condition details are not considered warranty defects.
Functional defects are covered by the 12-month limited warranty unless otherwise stated on the product page.
MANUFACTURER WARRANTY
Some products may include a manufacturer warranty in addition to, or instead of, DeTour Audio’s limited warranty.
Where manufacturer warranty applies, warranty service may be handled directly by the manufacturer, distributor or authorized service center.
DeTour Audio may assist the customer with warranty communication where possible, but the final warranty decision may depend on the manufacturer, distributor or service provider.
Manufacturer warranty terms may vary by brand, country and product condition.
HOW TO REQUEST WARRANTY SERVICE
To request warranty service, please contact us at:
support@detour-audio.com
Please include:
• Order number
• Product name
• Serial number, if available
• Description of the issue
• Photos or video showing the issue, if requested
• Description of the equipment connected to the product, if relevant
Do not return any product before receiving written instructions from DeTour Audio.
Products returned without prior approval may be refused or returned to the sender.
DIAGNOSIS AND SERVICE
After receiving a warranty request, we may ask for photos, video, troubleshooting steps or additional information.
Some issues may be solved remotely through setup guidance, firmware update, cable check, input/output check or other troubleshooting steps.
If the product needs to be inspected, the customer may be asked to send the product to a service location, manufacturer, distributor, service partner or fulfillment partner.
After inspection, we will determine whether the issue is covered by warranty.
If the issue is covered, we will offer repair, replacement, service support or another suitable solution.
If the issue is not covered, or if no defect is found, we may offer paid repair, paid replacement parts or return of the product at the customer’s expense.
SHIPPING COSTS FOR WARRANTY CLAIMS
For warranty claims, shipping responsibility may depend on the product, location, diagnosis and applicable law.
Unless otherwise required by law or agreed in writing, the customer is responsible for safely packing and shipping the product for inspection or service.
If the defect is confirmed and covered by warranty, DeTour Audio / EarMen LLC may cover or reimburse reasonable return shipping costs at our discretion or as required by law.
If the issue is not covered by warranty, or if no defect is found, the customer may be responsible for shipping costs, inspection costs, service costs and return shipping costs.
For orders delivered to the United States under DDP terms, applicable import duties, tariffs and customs clearance fees are normally included or paid by DeTour Audio / EarMen LLC unless otherwise stated at checkout or on the product page.
For orders delivered outside the United States under DAP/DDU terms, import duties, VAT, taxes, customs clearance fees, brokerage fees and other local charges are the responsibility of the customer and are not covered by warranty.
We strongly recommend using tracked and insured shipping for all warranty returns.
DeTour Audio / EarMen LLC is not responsible for products lost or damaged during customer-arranged shipping.
REPLACEMENT AVAILABILITY
Because DeTour Audio is an outlet store, some products may be one-of-a-kind, discontinued, demo, open-box, B-stock, used/pre-owned or last-piece items.
Identical replacement units may not always be available.
If an identical replacement is not available, we may offer repair, equivalent replacement, store credit, partial refund, full refund or another suitable solution depending on the case.
VOIDING THE WARRANTY
The warranty may be void if the product has been:
• Misused or abused
• Opened, modified or repaired by an unauthorized party
• Connected incorrectly
• Used with incorrect voltage or an unsuitable power supply
• Damaged by liquid, heat, humidity, fire, lightning, power surge or external events
• Returned damaged because of improper packaging
• Used in a way that is not consistent with the product instructions
• Altered in a way that changes original function or safety
LIMITATION
This warranty is limited to the product purchased from DeTour Audio.
It does not cover indirect, incidental or consequential damages, loss of use, loss of profit, replacement equipment, installation costs, customs costs, import duties, VAT, taxes or other indirect costs, to the maximum extent permitted by law.
This Warranty Policy does not limit any mandatory consumer rights that may apply under the laws of the customer’s country or region.
Where local consumer protection laws provide rights that cannot be excluded or limited, those rights will apply.
CONTACT INFORMATION
For warranty support:
support@detour-audio.com