Returns and Warranty

We want every customer to buy with confidence.

These are the return rules for orders shipped outside Taiwan from the official HONGSHU Audio store, served by the distributor Soundessence Ltd. If anything is unclear, just email us.

7-day returns

You can request a return within 7 days of delivery. The item must be unused, with the headphone, amplifier, accessories, box, manual and any gifts complete.

Return conditions

• You may open the box to inspect the item, but please avoid signs of use. Scratches, dirt, missing parts or damaged packaging may affect your return, or a refurbishing fee may apply depending on the condition.
• For hygiene reasons, ear pads and other personal-contact consumables cannot be returned once opened, unless the item itself is defective.
• For non-defective returns, return shipping is paid by the buyer, and the original shipping and import duties are not refundable.

How to return

1. Email server@soundessence.com.tw or message LINE @soundessence with your order number and return request.
2. Please wait for our reply before shipping, so we can match the parcel to your order. Pack the item in its original box.
3. Once the item arrives and its condition is confirmed, we refund to your original PayPal payment within 7 business days.

Defects on arrival

If the item arrives defective or damaged in transit, take photos and contact us within 7 days of delivery. We will replace it with a new unit, and we cover shipping both ways.

Warranty

Orders shipped outside Taiwan carry a 12-month warranty from delivery. If the unit needs service, you ship it to us in Taiwan, we handle the repair with the maker, and we pay the return shipping to you. Damage caused by accidents, self-disassembly or modification, or use not following the manual is not covered.