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Return Policy

7-Day Return Policy

You may return any non-customized and non-sales product that is sealed, within the 7 days upon receiving it. For items that are damaged, incorrect, or faulty upon delivery. We will also either do an exchange or a replacement of the item(s). Please contact support@csi-zone.id within the 7 days.

A restocking fee (35% of the item’s retail value) will be charged for parcels that have been opened. This also applies to packages that have been opened but are still working well. Please contact support@csi-zone.id to process your request. After receiving and checking that the item is in good condition, you will receive an e-mail notifying you that the remaining 65% of amount paid will be reimbursed within 3-5 working days.

**Note: All customized products (including faceplate designs) are non-refundable and cannot be returned to CSI-ZONE. This also applies to items such as carry cases, cables, ear tips and other accessories, due to hygiene purposes.

**Note: If one of the items in the package is defective/incorrect/missing (e.g. ear tips, carry case and etc.), a refund or replacement will be done only for that particular item, depending on the particular situation.

Warranty Policy

Warranty Period

CSI-ZONE offers 1-year warranty coverage for our products (excluding carry cases, cables, ear tips and other accessories). Please contact us via support@csi-zone.id, should you encounter any issues.

*Warranty is not applicable under certain circumstances; please read the segment below.

Defective Products

CSI-ZONE Warranty covers any factory defects that might affect the proper functionality of your purchase. It does not cover any man-made damage due to human error, negligence and etcetera (please read the following paragraph for more details).

If your product is defective, please follow the instructions:

  1. Send an E-mail to support@csi-zone.id with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show that your product is faulty

Once we have confirmed that your item is defective, a replacement unit will be sent to you. We might require you return the defective unit to us in exchange for a replacement.

CSI_ZONE will cover the shipping cost for defective items within the first 7 days upon delivery, and reship the replacement unit to you. CSI-ZONE will not cover the shipping cost for customers who opt for a full refund instead.

For items that are claimed to be faulty after 7 days without a solid evidence to show its defectiveness, you have to ship the item back to CSI-ZONE to check for any factory defects. CSI-ZONE will not be covering the shipping cost. We will only cover the repair/replacement.

*Note: Warranty coverage procedure may vary depending on the product and issue itself. Should you encounter any issues, immediately contact support@csi-zone.id. Failure in doing so and worsening the condition of the product may limit or void your 1-year warranty.

Incorrect / Missing Item(s) Upon Delivery

Upon receiving your parcel, please confirm the contents of the package and ensure that it is in good condition before signing for it.

If your product is defective, please follow the instructions:

  1. Send an E-mail to support@csi-zone.id with an appropriate Subject Title
  2. Provide your order number and state your issue clearly
  3. Attach photos and videos to show that your product is faulty

Once the issue has been confirmed, we will arrange for a replacement or refund (where applicable). For incorrect products, CSI-ZONE will decide whether or not you need to return the wrong item. We will either provide you with a shipping label or reimburse you the shipping fee after receiving and checking that the product is working well.

Warranty Not Applicable When:

  • Damage of product is due accidents, user negligence, dismantling, waterlog, mishandling, mismanagement, abuse, improper installation, vandalism or modifications.
  • Products are giveaway or prize items.
  • Products are not purchased from CSI-ZONE channel sales.
  • Products wear and tear over time, including cosmetic changes such as a change in colour.
  • Users do not follow the “User Guide”, instructions or other additional safety, use, or warnings included in the product materials.
  • Products are used commercially.
  • Unsupervised use of product by children under 18 years of age.
  • Products have been modified or repaired by people not authorized by CSI-ZONE.
  • Products become faulty due to poor weather conditions or any natural disaster.