1. What does the one-year SANWEAR™ warranty cover?
Eligible SANWEAR™ products are backed by a one-year limited manufacturer's warranty from the original purchase date.
The warranty is designed to cover qualifying manufacturing and hardware-related issues that occur under normal use.
What's covered
The warranty may cover:
- Manufacturing defects
- Mechanical or hardware failures not caused by user action
- Hardware issues that occur under normal use conditions
If a qualifying defect is confirmed during the warranty review, replacement options may be available depending on the issue, inventory availability, and the outcome of the review.
All warranty claims are subject to review and approval.
2. What's not covered?
The warranty does not cover:
- Accidental damage
- Damage caused by misuse or improper handling
- Loss or theft
- Unauthorized modifications or repair attempts
- Water or liquid damage outside the product's supported water-resistance rating
Warranty eligibility is reviewed based on the reported issue, product condition, and usage circumstances.
3. How do I submit a warranty claim?
You can begin your warranty claim through the SAN Sound Return Portal:
https://sansound.com/apps/redo/returns-portal/login
To help us review your claim, you may be asked to provide:
- Your order number
- The email address associated with your purchase
- A clear description of the issue
- Information about how the issue occurred
- Photos or videos showing the problem
The Return Portal will guide you through the appropriate steps based on the issue you're experiencing.
4. Will I need to complete troubleshooting first?
Depending on the issue selected, the Return Portal may recommend troubleshooting steps or resources before the warranty review continues.
This helps determine whether the issue can be resolved without replacing the product and allows our team to better understand the cause of the problem.
If troubleshooting does not resolve the issue, you can continue with the warranty claim through the Return Portal.
5. Can I get a replacement for a defective product?
If a qualifying defect is confirmed, replacement options may be available.
Replacement eligibility depends on:
- The reported issue
- Warranty eligibility
- Product condition
- Inventory availability
- The outcome of the warranty review
All replacements require review and approval before they are issued.
6. What happens if my issue isn't covered by warranty?
If your issue falls outside the one-year warranty or does not qualify for warranty coverage, we may still be able to help.
Depending on the situation and available options, this may include:
- Troubleshooting assistance
- Discounted replacement options
- Alternative support solutions
Available options are reviewed individually and are not guaranteed.
7. Does water damage qualify for warranty coverage?
Water-related damage may not be covered unless the product is specifically rated for water resistance and was used within its supported limits.
Warranty eligibility will depend on the product, the reported exposure, and the circumstances surrounding the issue.
If your device stopped working after exposure to water or moisture, please submit the issue through the Return Portal for review.
8. Do I need proof of purchase?
Yes. Warranty claims generally require purchase verification.
Please have the following available:
- Order number
- Email address associated with the purchase
- Photos or videos of the reported issue, when applicable
If you're unable to locate your order information, please contact SAN Sound Support for assistance.
9. Start a Warranty Claim
To begin a warranty claim, visit:
https://sansound.com/apps/redo/returns-portal/login
Depending on the issue, the portal may provide troubleshooting resources before allowing the warranty review to continue.
If you're unable to access the portal or complete your request, contact us at: