The Saramonic International After-Sales Service Policy only applies to Saramonic terminal products purchased for personal use and not for resale. "Saramonic" is a registered trademark of Shenzhen Jiayz Photo Industrial., Ltd. In the following content, "Jiayz" and "Saramonic" refer to our company.
1.1 After-sales coverage: all products within the Saramonic brand.
1.2 Warranty period: 2 years for the main unit, excluding accessories and components provided with the product.
1.3 The supplement for warranty period: The warranty period for accessories and components is as follows. Items such as logo stickers, user manuals, warranty cards, and certificates of conformity are not covered under after-sales and warranty support.
| Main Unit | ||
| Name | Warranty Period | Remarks |
| Microphones(all products) | 2 years for main unit | Including wired microphones, wireless microphones, desktop microphone, full duplex headset,etc. |
| Intercoms(all products) | ||
| Mixers(all products) | ||
| Headphones(all products) | ||
| Recorders(all products) | ||
| Sound Card | ||
| Accessories and Components | ||
| Name | Warranty Period | Remarks |
| Hot Shoe Adapter | 1 year | When sold separately as a main product or as an accessory, the warranty period is the same as on the left column. |
| Lithium Battery | Built-in lithium battery: 1 year | |
| Detachable lithium battery: 6 months | ||
| Holder and Boom Arm(all products) | 6 months | |
| Audio Cable(all products) | 6 months | |
| Cold Shoe Adapter(all products) | 3 months | |
| Shock Absorber Mount(all products) | 3 months | |
| Battery Compartment(all products) | 3 months | |
| Fur Windshield and Foam Windscreen(all products) | 1 months | |
1.4 The free product warranty service does not cover the following situations:
| No | Specific Contents | Remarks |
| 1 | Products that exceed the warranty period | |
| 2 | Inability to provide a formal purchase invoice or a valid warranty certificate and the 90 days from the product’s manufacturing date exceeds the warranty period | |
| 3 | The serial number on the product is altered or mismatched with the warranty certificate | |
| 4 | Damage caused by improper use, maintenance, storage, or other non-product-related factors(such as water ingress, humidity, drops, pulling, squeezing, and other external factors, or damage caused by the use of over-voltage, over-current, and non-standard accessories)is not covered under warranty | |
| 5 | Repair, modification, refit, or disassembly by unauthorized service personnel | |
| 6 | Damage caused by using pirated software and getting infected by viruses | |
| 7 | Damage caused by force majeure (earthquake, lightning, fire, flood, mudslide, typhoon and other natural disasters) | |
| 8 | Any failures or damage caused by factors unrelated to the product’s inherent design, technology, manufacturing, or quality defects are not covered under the warranty | |
| 9 | Improper storage: Prolonged exposure to high temperatures, high humidity, high pressure, or strong electromagnetic fields, as well as leaving powered devices uncharged for extended periods, which causes rapid aging and damage to product's speakers, microphones, and batteries | |
| 10 | Product failure caused by accessories over manufacturer approval | |
| 11 | Not include the cases where after-sales service cannot be provided due to special reasons as announced, notified, etc. |
1.5 Accepted proof of warranty: Paper and electronic invoice, as well as valid proof of purchase and payment. The warranty period for the product commences from the purchase date. If you cannot provide valid proof of purchase, the warranty period will default to 90 days from the product’s manufacturing date.
2.1 All Saramonic products purchased through Saramonic authorized stores, online stores, or authorized resellers, that meet one of the following conditions, are eligible for return or exchange through the purchase platform, store, or authorized reseller.
| Type of Return and Exchange | After-Sales Period | Specific Contents |
| Return | Within 7 calendar days of receipt of delivery | The product is found to be seriously inconsistent with the original product description in one or more important aspects; |
| The product was found to have a manufacturing defect not caused by human damage before being put to use. | ||
| For returns or exchanges due to personal reasons (dislike, wrong purchase, not meeting expectations, etc.), the product and packaging must be in the same state as when it was sold, with all accessories and certificates complete, and will not affect the second sale. | ||
| Exchange | Within 15 calendar days of receipt of delivery | The product presents product malfunction (identified as a product quality problem by after-sales personnel) |
2.2 If there are other policies implemented locally, they shall be implemented by the local policies.
3.1 If your product is out of warranty or the issue is not covered by Saramonic's return or exchange policy, you will be responsible for all shipping, parts, and diagnostic fees related to the repair service.
3.2 This warranty does not cover:
If your device experiences performance or functionality issues, Saramonic offers after-sales service. You can request support through official channels. Saramonic’s after-sales support team will attempt to diagnose and resolve your problem through phone, email, or remote assistance. Saramonic may guide you to download and install specific software updates or provide on-site technical support. If you need further diagnostics, you can contact our after-sales support center through the following channels:
| Types of After-Sales Service | Channels | Working time |
| Official Online Support | Live chat support | Beijing Time AM 9:00-12:00 PM 1:30-6:30（except for holidays） |
| Official Customer Support | WhatsApp：+86 13352902207 | |
| Official Support Email | support@saramonic.com |
5.1 Due to product variations in different countries, return, exchange, and warranty services during the warranty period may differ.
5.2 Saramonic’ s after-sales service does not provide any download services, including but not limited to audio, video, software, and firmware downloads. We also do not offer upgrades beyond those explicitly promised by the Saramonic after-sales support team. During the free warranty period, any defective parts replaced by Saramonic remain Saramonic’ s property, and we reserve the right to dispose of them.
5.3 Saramonic shall not be liable for any incidental or consequential damages, including but not limited to loss of anticipated benefits or profits, loss of privacy, or damages to recordings and conversations, arising from the use or inability to use the product, or for any interruption of business or loss or corruption of data. Please be aware that repairs may result in the loss of data stored on the device. We recommend backing up your data before submitting your device for service. Saramonic is not liable for any data loss or indirect damages that may occur.
5.4 Any additional promises made by the seller beyond the Saramonic warranty or terms should be documented in writing while purchasing Saramonic products. Saramonic is not liable for any such additional commitments.
5.5 To avoid delays in repair and for the convenience of the customer, the Saramonic after-sales service team may offer a replacement for products within the warranty at its discretion. Any replacements made within the warranty period(limited to two exchanges) will be treated as repairs, and the warranty period will not be extended for the replacement product.
5.6 If your product is eligible for return under our after-sales service policy and you choose to return it instead of opting for repair or replacement, please take the defective device, all parts, and the fault confirmation(repair service slip) issued by Saramonic's after-sales service to the reseller. The reseller will refund the full purchase price(based on the formal invoice or proof of purchase). Paid services will be available for returns outside the service scope.
5.7 If the product is returned to Saramonic's official service or service is delayed due to incorrect customer information, the customer must contact Saramonic's official after-sales service and update their information within one week from the date the product is received by the courier. If the product remains unclaimed or the information is not updated within one month, Saramonic will no longer be responsible for storing the product.
5.8 This after-sales policy is effective as of December 5, 2024. It applies to regions outside of China(including Hong Kong, Macao and Taiwan). If the local laws in the customer’s country stipulate otherwise, those laws will apply. The final interpretation of this policy is reserved by Saramonic, and Saramonic reserves the right to change the terms of this policy at any time without prior notice, subject to applicable laws and regulations.
We accept all major credit and debit cards: Visa, MasterCard, American Express. We also accept the payment forms of Paypal, Bank Transfer and Apple Pay (only available for payment with iPhone and iPad).
Note
- When you pay by credit or debit card, we will receive a temporary authorization to charge your card once the payment process is completed. The actual charge will be made either when we ship your order or when the temporary authorization expires (6 days), whichever occurs first.
- Different payment methods cannot be combined, and only one bank card can be used per order.
- PayPal is accepted on orders under $10,000. Due to system limitations, we are unable to offer PayPal on items that are out of stock, and we are unable to facilitate exchanges for items purchased using PayPal. To exchange an item purchased using PayPal, simply return the original item to us, and we will issue your refund. You may then purchase the replacement item via a new order.
- For your protection, orders undergo Saramonic's verification process. You may be required to confirm that you are the cardholder or that the order details are legitimate. Saramonic reserves the right to cancel an order if the order or payment information cannot be verified. In such cases, a refund will be issued using the original payment method.
- If you encounter any issues with your payment, please contact our online customer support at https://www.saramonic.com/support or email support@saramonic.com.
F&Q
1. Will I incur any additional fees when purchasing Saramonic products?
This depends on your chosen payment method. If you use an international bank card, the purchase price may vary due to exchange rate fluctuations. Additionally, your bank or credit card provider may impose foreign transaction fees. Please contact your bank or card issuer for details on these fees. Any extra charges will not appear on your online order, and Saramonic is not responsible for any additional fees incurred when using international bank cards.
2. What should I do if my payment is declined?
If your payment is declined, you will need to place a new order. Unfortunately, we cannot restore an order once payment has been declined. To help ensure your new order goes through successfully, please check the following:
- Verify your order information (e.g., phone number, email address) before submitting your order. If shipping to a business address, ensure your name is included.
- Double-check your card details to ensure all information is correct (e.g., expiry date and billing address).
- Confirm you have entered the card security code correctly (the three-digit number on the back of your card).
- Contact your card issuer to determine if they declined the payment, as the reasons are not disclosed to us.
- If all the above information is correct, try using another card or a different payment method.
3. Can I pay for my order after it has been delivered?
Customers from Germany, the United Kingdom, Finland, Austria, and the Netherlands can use Klarna to pay after delivery.
4. How long does it take for refunds to be processed?
Refunds will be processed using the same method you used for the original payment. The refund process typically takes about 7-14 business days, depending on your bank or credit card issuer.
5. Why “Default Personal Payment Profile?” when the payment is going?
The first time you place an order at the Saramonic Online Store using a credit or debit card, you will need to enter your card information. To avoid re-entering this information for future purchases, you can create a Personal Payment Profile by selecting the “Save information for Personal Payment Profile” option. You can create multiple profiles and set one as the Default Personal Payment Profile.
6. Is my Personal Payment Profile secure?
Yes. We prioritize the security of online transactions. Saramonic takes all necessary measures to protect your credit card and other confidential personal information. Saramonic does not share this information with any outside organizations.
