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Astell&Kern

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FAQ

25-36 of 52

Regardless of the warranty period, if the breakdown or damage is attributed to the customer’s fault, the customer must bear the repairing charge. As for accessories, the repairing charge may amount to as much as the initial purchase price depending on the type of repair or breakdown/damage. 

For product warranty, you must keep a receipt even though it is an accessory. If you cannot prove the date of purchase, the date of initial release will be applied to the warranty period. 

Repairing fees are a sum of the price for replaced parts, labor fee, and delivery fee.

(Price for replaced parts: prices for the components that have been replaced in the repairing process; labor fee: costs calculated in proportion to the repairing time and difficulty) 

If it seems to be malfunctioning as a result of misuse rather than a hardware breakdown, please refer to the user manual, website FAQs, or use the 1:1 inquiry service prior to requesting for after-sales service.

The warranty period is decided based on the purchase record (receipt) at the website. 

If you purchase goods as much as USD 500, the delivery fee will be paid by the company. However, you have to pay for various taxes for customs (surtax, tariff, etc.). 

Goods leave the warehouse within 1 to 2 working days after the payment is confirmed. 

After an ordered item leaves the warehouse, it may take some time before it is collected by the carrier and delivered. As soon as the invoice number is issued, the customer will be notified via e-mail, and you can check it by pressing the 'delivery tracking' button at 'My Page' > 'Order/Delivery Tracking.' 

As soon as the payment for your order is confirmed, preparing for delivery starts. Usually, you can receive your purchased item within 7 to 10 days. 

For the details and delivery status of your ordered goods, log in and go to the 'My Page' menu item. 

We use the fastest and most efficient delivery method. In most cases, we use FedEx to delivery your goods safely. 

You may withdraw your membership immediately at My Page.

(However, it is impossible to withdraw if a product that you have purchased through the website is being prepared or delivered now.)

You may receive a temporary password via the supplementary e-mail address that you registered as a member.