SANWEAR-HARDWIRE Manual and Regulatory Information

Everything for SANWEAR-HARDWIRE is here: setup, how to use it, troubleshooting, and the full safety, regulatory and warranty information. If the product is new to you, start at the top.

Before your first listen: HARDWIRE has a high-power amplifier and reaches very high volume. Set your device volume low before you put the earbuds in, then raise it. See Hearing safety.

Contents

Start here

• Quick start guide — setup in five steps, and what is in the box
• Fit and comfort — ear tips, sport hooks, getting a proper seal
• USB-C audio connectivity — phones, computers, consoles, handhelds
• Soundscape app — EQ, lights, button mapping, firmware

Using HARDWIRE

• Button mapping and controls
• RGB lights
• Adaptive Microphone System
• Firmware updates

The technology

• Overview — the Audio Cortex, cable options, common questions
• Planar-Dynamic drivers
• About HARDWIRE — full specifications and technical deep dive

Something not working

• Troubleshooting — no sound, low volume, app will not connect, mic issues
• Troubleshooting videos — twelve short walkthroughs

Help

• Contact SAN Sound support

On this page

• Product identification
• Important safety information
• Hearing safety
• Product care and operating conditions
• Radio information
• Environmental and recycling information
• Declarations and downloads
• Limited warranty and liability

Regional regulatory compliance

• Japan
• South Korea
• Indonesia
• United States

• Contact and importers
• Trademarks

Product identification

About this page

This page is supplemental digital documentation. It does not replace mandatory product markings, certification labels, required packaging information, printed warnings, importer information or local-language instructions, all of which are supplied in physical form with the product as each market requires. Where a regulation permits information to be provided electronically, this page is that provision and says so in the relevant section.

Back to contents

Important safety information

Read this article before use. The printed safety sheet supplied with SANWEAR HARDWIRE carries the same information and is the version that accompanies the goods.

Situational awareness

• Do not use while driving, cycling, or operating machinery where reduced awareness of your surroundings creates a hazard. Local law may prohibit this outright.
• Do not use at a volume that prevents you hearing traffic, alarms or warning signals.

Children and small parts

• Keep out of reach of small children. Ear tips and other small components present a choking hazard.
• The cable presents an entanglement hazard. Do not allow children to use the product unsupervised.
• This product is not designed or intended for use by children.

Magnets and implanted medical devices

The earpieces contain the permanent magnets found in any conventional dynamic driver. If you have an implanted medical device such as a pacemaker or an implantable cardioverter defibrillator, the general guidance for consumer electronics containing magnets applies: keep the earpieces at least 15 cm (6 inches) from the implanted device and do not carry them in a chest pocket over it. Worn normally in the ears, the earpieces are well beyond this distance.

If you have questions about your specific device, consult your cardiologist or the device manufacturer.

Physical and electrical

• Do not attempt to open, disassemble or modify the Audio Cortex module. There are no user-serviceable parts inside, and opening it may damage it.
• Do not use the product if the cable, the connector or the earpieces are visibly damaged. A damaged USB-C connector can stress or damage the host device's port.
• Keep the USB-C connector and the acoustic ports clean and dry.
• Discontinue use if you experience pain, discomfort, or irritation of the skin in or around the ear.

Moisture

• Do not expose the product to rain, moisture or liquids. SANWEAR HARDWIRE is not waterproof or water resistant, and no ingress protection rating is claimed for it.

Back to contents

Hearing safety

Warning — hearing damage risk

Prolonged exposure to high sound levels can cause permanent, irreversible hearing damage. Do not listen at high volume levels for long periods.

Safe-listening guidance

The following figures are published by the World Health Organization and the International Telecommunication Union in ITU-T Recommendation H.870 (03/2022), Guidelines for safe listening devices/systems. They are guidance, not a legal limit, and they describe a weekly sound allowance.

Each row shows the total listening time, accumulated across a rolling seven-day period and across all sources, at which 100% of the weekly allowance is reached. The levels are A-weighted equivalent continuous sound levels at the ear — they are not volume-slider positions.

Source: ITU-T H.870 (03/2022), Table 1, Mode 1 — the reference exposure for adults, 1.6 Pa²h per seven days. H.870 defines a separate Mode 2 reference exposure of 0.51 Pa²h per seven days for children and other sensitive users, equivalent to 75 dB(A) for 40 hours per week. These figures are not occupational noise exposure limits, which are set on a different basis for a different population.

Signs of hearing damage

• Ringing, buzzing or hissing in the ears after listening (tinnitus)
• Sounds feeling muffled or distant after a session
• Needing to increase the volume over time to hear the same detail

If you experience any of these, stop listening, reduce your volume, and consult a medical professional if symptoms persist.

Listening practices

• Start at a low volume and increase gradually only as needed.
• Take breaks. Exposure accumulates across the week and across every source you listen to, not only this product.
• If you need to raise your voice to be heard by someone next to you, your listening volume is too high.
• Children and young adults are more vulnerable to noise-induced hearing loss. Supervise use and apply the Mode 2 allowance above.

Acoustic output

SANWEAR HARDWIRE performs its own digital-to-analogue conversion, amplification and signal processing, so its acoustic output is determined by the product itself rather than by the host device.

Acoustic output has been assessed against the acoustic safety requirements of EN IEC 62368-1, measured in accordance with EN 50332, with the volume, equalisation and DSP settings set to the combination producing the highest measured output. The product measures within the limit specified for listening devices in that standard.

[SAN TO COMPLETE — acoustic test report reference and measured L_Aeq, so the figure can be stated here instead of a bare compliance statement]

Back to contents

Product care and operating conditions

Recommended conditions of use and storage

Do not leave the product in direct sunlight or in a parked vehicle. Allow it to return to room temperature before use after storage at the extremes of these ranges.

Handling

• Grip the USB-C connector to disconnect. Do not pull the cable.
• Coil the cable loosely. Avoid tight knots, sharp bends and wrapping the cable tightly around a device.
• Do not store near strong magnetic fields or magnetically sensitive items such as credit cards.

Cleaning

• Do not use alcohol-based or chemical cleaners.
• Ear tips and sport hooks: wipe with a lightly damp cloth, water only, and dry completely before refitting.
• Acoustic mesh: use a dry, soft brush only. Never apply water or compressed air directly to the mesh.
• Cable and Audio Cortex module: wipe with a dry or slightly damp cloth. Keep moisture away from the USB-C connector and the button.

Full care and operating instructions are in the user manual. A printed copy is supplied with the product and a free paper copy is available on request.

Back to contents

Radio information

SANWEAR HARDWIRE contains a Bluetooth radio supporting classic Bluetooth (BR/EDR) and Bluetooth Low Energy. The primary audio path is the wired USB-C connection.

SANSTREAM. The product also supports SANSTREAM, which receives broadcast audio over Bluetooth. SANSTREAM is enabled through the Soundscape app and is being made available progressively.

Radio specifications

Turning the radio off

Bluetooth can be switched off from the Soundscape app. With Bluetooth off, the product continues to work normally as a wired USB-C headphone.

RF exposure

The radio operates at very low power — approximately 0.6 mW e.i.r.p., the result of a 5.3 mW conducted output into an antenna with −9.36 dBi gain. RF exposure was assessed as part of the equipment authorisation for this product.

[SAN TO COMPLETE — the RF exposure determination and the guideline assessed against, taken from the equipment authorisation file, so it can be stated here precisely]

Interference

This device operates in a shared 2.4 GHz band. It may receive interference from other equipment operating in the same band, including Wi-Fi networks, other Bluetooth devices, and industrial, scientific and medical equipment. This is normal and does not indicate a fault.

Observe any posted restriction on the use of radio transmitters, for example in aircraft, in hospitals and in other controlled environments.

Back to contents

Environmental and recycling information

End-of-life disposal

At the end of its useful life, this product should not be disposed of with unsorted household waste. Separate collection allows the recovery of materials including copper, precious-metal traces and rare-earth magnets, and keeps regulated substances out of landfill.

• Japan: dispose of through your municipality's small electronic appliance collection, where one is operated.
• South Korea: dispose of through the electrical and electronic equipment collection system. Packaging components carry separate-discharge marks indicating the correct stream.
• Indonesia: follow local electronic waste arrangements.
• Elsewhere: follow local electronic waste regulations.

No battery

SANWEAR HARDWIRE is powered entirely through the USB-C connection and contains no internal battery of any kind. There is no battery to remove, replace or dispose of separately, no risk of battery leakage or thermal event during storage or transport, and the product can be recycled through standard electronic waste streams. Battery regulations and lithium battery transport rules do not apply to it.

Restricted substances

SANWEAR HARDWIRE is designed and manufactured so that restricted substances do not exceed the following maximum concentration values by weight in any homogeneous material:

Conformity is declared on the basis of a compliance assurance file comprising supplier declarations, material declarations and analytical data as appropriate. Restricted-substance enquiries: support@sansound.com.

Packaging

Packaging materials are identified with their material codes and, where required, with local sorting instructions. Separate the components and dispose of them through your local collection system.

Back to contents

Declarations and downloads

Documents are versioned and dated. Certificates are published only once issued.

Technical documentation is held by the manufacturer and is available to regulatory authorities on reasoned request. Requests: support@sansound.com.

Back to contents

Limited warranty and liability

Your legal rights come first

This Limited Warranty is a voluntary promise we make in addition to — and it never replaces, reduces or supersedes — the rights you have under the law of the country where you bought the product. You are entitled by law to remedies from the seller free of charge if the goods do not conform to the contract, and those legal remedies are not affected by this Limited Warranty. If anything in this document conflicts with a law that applies to you, that law prevails.

Summary

[SAN TO COMPLETE — legal entity giving the warranty (the warranter must be named)]

What is covered

Defects in materials and workmanship under normal and intended use during the warranty period, including driver failure and acoustic defects; failure of Audio Cortex components (amplifier, DSP, DAC, processor); cable failure; USB-C connector defects; button or LED failure; and mechanical or hardware failures not caused by user action.

What we will do

If you make a valid claim within the warranty period, we will, at our option, repair the product, replace it, or refund the purchase price. Claims are reviewed case by case and the resolution offered will depend on the nature of the defect and the availability of replacement stock.

What is not covered

Accidental damage, including drops, crushing, punctures and impacts; liquid damage — this product carries no ingress protection rating; loss or theft; cosmetic wear of ear tips and sport hooks; and damage caused by misuse or by use outside the recommended conditions of use and storage.

Damage caused by modification, or by repair carried out by anyone other than SAN Sound or an authorised service provider, is not covered. However, having your product opened, modified or repaired by a third party does not by itself void this Limited Warranty and does not affect your statutory rights.

Where an issue falls outside warranty coverage, we may still be able to help — for example with a discounted replacement, troubleshooting assistance, or another resolution.

How to claim

1. Submit your claim through the SAN Sound Return & Claim Portal, or contact support@sansound.com.
2. Provide proof of purchase, your order number, the email address associated with the purchase, a description of the issue, and photographs or video where you can.
3. The portal may suggest troubleshooting steps first, to confirm the cause of the issue and identify the right resolution.
4. If the claim is approved, we will confirm the resolution and the return arrangements. Do not send the product before you receive those instructions.

[SAN TO COMPLETE — who bears outbound and return shipping, duties and labour on a valid claim; target response and completion times]

Limits on our liability

1. Nothing in this document limits or excludes our liability for: death or personal injury caused by our negligence or by a defect in our product; fraud or fraudulent misrepresentation; gross negligence or wilful misconduct; or any other liability that cannot lawfully be limited or excluded under the law that applies to you.
2. Subject always to clause 1, and only to the extent permitted by the law that applies to you, SAN Sound is not liable for loss of profit, loss of business, loss of business opportunity or business interruption, because this product is supplied for private use.
3. Subject always to clause 1, and only to the extent permitted by the law that applies to you, our total liability arising out of or in connection with this product is limited to the greater of the price you paid for it or the cost of repairing or replacing it.
4. Some jurisdictions do not allow some of the exclusions or limitations in clauses 2 and 3. Where that is the case, those clauses do not apply to you, and the rest of this document continues to apply.

Japan 日本

本保証は、法令に基づくお客様の権利に追加して提供されるものであり、これを制限するものではありません。製品が契約内容に適合しない場合の民法上の権利は、本保証によって影響を受けません。日本国内の保証対応は、輸入元であるモダニティ株式会社が行います。

South Korea 대한민국

본 보증은 관련 법령에 따른 소비자의 권리에 추가되는 것이며 이를 제한하지 않습니다. 「소비자기본법」에 따른 소비자분쟁해결기준이 정하는 피해구제 기준은 본 보증과 별도로 적용됩니다.

Indonesia

Garansi ini merupakan tambahan atas hak-hak konsumen berdasarkan Undang-Undang Nomor 8 Tahun 1999 tentang Perlindungan Konsumen dan tidak mengurangi hak-hak tersebut. Tidak ada ketentuan dalam dokumen ini yang mengalihkan tanggung jawab pelaku usaha kepada konsumen. Layanan garansi di Indonesia disediakan oleh PT Parastar Echorindo.

United States

This is a Limited Warranty.

"Some States do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you."

"This warranty gives you specific legal rights, and you may also have other rights which vary from State to State."

Back to contents

Regional regulatory compliance — Japan

SANWEAR HARDWIRE holds Construction Design Certification under the Radio Act of Japan.

本製品は、電波法第38条の24第1項の規定に基づく工事設計認証を取得しています。認証は、総務省が認めた認証機関により行われます。

製品には、技適マーク、R記号および認証番号「219-266055」が表示されます。

This product holds Construction Design Certification under Article 38-24 paragraph 1 of the Radio Act of Japan. Certification is issued by a certification body authorised by the Ministry of Internal Affairs and Communications. The product bears the Technical Conformity mark, the R symbol and the certificate number 219-266055. Certification details are published by MIC at tele.soumu.go.jp.

Back to contents

Regional regulatory compliance — South Korea

SANWEAR HARDWIRE is registered under the Radio Waves Act of the Republic of Korea.

본 제품은 「전파법」 제58조의2 제3항에 따라 적합등록된 방송통신기자재입니다. 적합성평가표시(KC 마크) 및 식별부호는 제품 또는 포장에 표시됩니다.

A Korean-language user manual is supplied with the product.

Back to contents

Regional regulatory compliance — Indonesia

Certification for SANWEAR HARDWIRE in Indonesia is administered by Komdigi.

Dilarang mengubah perangkat ini tanpa izin. Perubahan tanpa izin dapat membatalkan sertifikasi perangkat.

Petunjuk penggunaan dan kartu garansi dalam Bahasa Indonesia disertakan dalam kemasan. / A printed Bahasa Indonesia quick-start guide and warranty card are supplied in the box.

Back to contents

Regional regulatory compliance — United States

Supplier's compliance statement

This device complies with part 15 of the FCC Rules. Operation is subject to the following two conditions: (1) This device may not cause harmful interference, and (2) this device must accept any interference received, including interference that may cause undesired operation.

Modifications

Changes or modifications not expressly approved by the party responsible for compliance could void the user's authority to operate the equipment.

Class B digital device

Note: This equipment has been tested and found to comply with the limits for a Class B digital device, pursuant to part 15 of the FCC Rules. These limits are designed to provide reasonable protection against harmful interference in a residential installation. This equipment generates, uses and can radiate radio frequency energy and, if not installed and used in accordance with the instructions, may cause harmful interference to radio communications. However, there is no guarantee that interference will not occur in a particular installation. If this equipment does cause harmful interference to radio or television reception, which can be determined by turning the equipment off and on, the user is encouraged to try to correct the interference by one or more of the following measures:

• Reorient or relocate the receiving antenna.
• Increase the separation between the equipment and receiver.
• Connect the equipment into an outlet on a circuit different from that to which the receiver is connected.
• Consult the dealer or an experienced radio/TV technician for help.

Back to contents

Contact and importers

Trademarks

SAN Sound, the SAN Sound logo and SANWEAR are trademarks of SAN Sound. All other product names, logos and brand names are the property of their respective owners.

The Soundscape application and HARDWIRE firmware are provided under the terms of the End User Licence Agreement supplied within the application.

© 2026 SAN Sound. All rights reserved.

Back to contents