Last Updated: July 18, 2025

At Awatrue, we stand behind the quality of our children's headphones. We want you and your little ones to be completely satisfied with your purchase. Please review our policies below.

1. Refund Policy (Returns & Exchanges)
30-Day Satisfaction Guarantee: If you are not satisfied with your Awatrue children's headphones for any reason, you may return them within 30 days of the original purchase date for a full refund or exchange.

Condition Requirement: To be eligible for a refund or exchange, the headphones must be returned in their original condition: unused, undamaged, with all original packaging, accessories (cables, adapters, manuals), tags, and labels intact. We reserve the right to refuse returns that do not meet these conditions.

Initiating a Return:

Contact our Customer Service team within 30 days of delivery at service@awatrue.com. Please include your order number and reason for return.

Our team will review your request and provide you with a Return Merchandise Authorization (RMA) number and instructions if approved. Returns will not be accepted without an RMA.

Securely package the item(s) in the original packaging (or equivalent) and include all accessories. Clearly mark the RMA number on the outside of the package.

Return Shipping Costs (Cross-Border Considerations):

If the return is due to our error (e.g., defective item, wrong item shipped), Awatrue will cover the cost of return shipping. We will provide you with a prepaid return label.

If the return is for any other reason (e.g., change of mind, not as expected), the customer is responsible for the cost of return shipping to our designated international return center. We strongly recommend using a trackable shipping service and purchasing insurance, as we cannot be responsible for lost or damaged return packages.

Refund Processing: Once your return is received and inspected at our facility (typically within 5-10 business days after arrival), we will notify you via email. If approved, your refund will be processed automatically to your original payment method. Please allow up to 14 business days for the refund to appear on your account, depending on your bank/card issuer's processing time. Shipping fees (original and return, if applicable) are generally non-refundable unless the return was due to our error.

Exchanges: We will process exchanges for the same item (e.g., different color) or a different Awatrue children's headphone model of equal value, subject to availability. If exchanging for a higher-value item, the price difference plus any applicable shipping will be charged. If exchanging for a lower-value item, a refund for the difference will be issued.

2. Warranty Policy
Limited Warranty Coverage: Awatrue warrants your children's headphones against defects in materials and workmanship under normal use for a period of One (1) Year from the original date of purchase ("Warranty Period").

What This Warranty Covers: This warranty covers malfunctions or failures of the headphones resulting from defects in materials or workmanship during normal, non-commercial use by a child.

What This Warranty Does NOT Cover: This warranty does not cover:

Damage caused by accident, abuse, misuse, neglect, liquid contact, fire, earthquake, or other external causes.

Damage caused by operating the product outside the permitted or intended uses described in the instruction manual.

Damage caused by service or modification performed by anyone not authorized by Awatrue.

Cosmetic damage (e.g., scratches, dents) that does not materially affect the functionality of the product.

Normal wear and tear (e.g., ear cushions, headband padding degradation over time).

Consumable parts (e.g., ear tips, removable cables unless failure is due to a defect in materials or workmanship).

Products purchased from unauthorized resellers.

Products without valid proof of purchase.

Warranty Service Process:

Contact Us: If you believe your headphones are defective and covered under this warranty, contact our Customer Service team at service@awatrue.com within the Warranty Period. Please provide your order number and a detailed description of the issue. Photos or videos demonstrating the problem are often helpful.

Troubleshooting: Our team may assist with troubleshooting steps to resolve the issue.

Evaluation & Authorization: If troubleshooting doesn't resolve the issue and a warranty claim seems valid, we will provide a Warranty Service Authorization (WSA) number and instructions for returning the product to our designated service center.

Return for Service: Securely package the headphones and include proof of purchase (copy of order confirmation/receipt). Clearly mark the WSA number on the outside of the package. You are responsible for shipping costs to our service center.

Inspection & Resolution: Our technicians will inspect the headphones upon arrival. If the defect is confirmed and covered under this warranty, we will, at our sole discretion, either:

Repair the product using new or refurbished parts.

Replace the product with a new or refurbished product of the same or similar model (subject to availability).

If repair or replacement is not possible or commercially reasonable, refund the original purchase price.

Return of Repaired/Replaced Item: We will cover the cost of shipping the repaired or replacement item back to you.

Limitation of Warranty: THE REMEDIES DESCRIBED ABOVE ARE YOUR EXCLUSIVE REMEDIES FOR ANY BREACH OF WARRANTY. THIS LIMITED WARRANTY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS WHICH VARY FROM COUNTRY TO COUNTRY. AWATRUE'S LIABILITY SHALL UNDER NO CIRCUMSTANCES EXCEED THE ACTUAL AMOUNT PAID BY YOU FOR THE DEFECTIVE PRODUCT, NOR SHALL AWATRUE BE LIABLE FOR ANY CONSEQUENTIAL, INCIDENTAL, SPECIAL, PUNITIVE, OR INDIRECT DAMAGES.

3. General Provisions
Proof of Purchase: A valid proof of purchase (original order number, receipt, or invoice) is required for all refunds, exchanges, and warranty claims.

Non-Returnable Items: For hygiene reasons, ear tips that have been used cannot be returned unless defective under warranty.

Original Purchaser: This warranty is valid only for the original purchaser and is non-transferable.

Policy Changes: Awatrue reserves the right to modify or update this Refund & Warranty Policy at any time. The policy effective at the time of your purchase will apply.

Contact Us: For any questions regarding returns, exchanges, or warranty service, please contact our dedicated support team:

Email: service@awatrue.com

(Optional: Add a Contact Form Link or Other Methods if Applicable)

We appreciate your trust in Awatrue for your children's audio needs!