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DUNU Help Center

  • My DUNU product is out of warranty, but I still wish to get it serviced. What can I do?
    We service all DUNU products, regardless of warranty status. You are free to submit a service request and allow us to quote a repair estimate. We charge only a nominal fee for the cost of parts and labor, as well as the cost of return shipping. Discontinued products, however, may not have an adequate parts reserve and may receive limited service.
  • Warranty & Service - Overview
    The Warranty Period for physical goods purchased from DUNU is 365 days, or 1 year, from the date of purchase. A replacement of physical goods or part(s) assumes remaining warranty of the original physical goods from the date of replacement or repair. Our warranty covers any defects in material or workmanship under normal use during the Warranty Period. During the Warranty Period, DUNU will repair or replace, at no charge, products or parts that proves defective becasue of improper material or workmanship, under normal use and maintenance. DUNU will repair the Product at no charge, either using new or refurbished replacement parts. This limited warranty does not cover any problem that is caused by: Conditions, malfunctions or damages not resulting from defects in material or workmanship. To obtain warranty service, you must first contact us to determine the problem(s) and the most appropriate solution for you. You may bring your concerns to our support personnel directly or the contact section in our website.
  • Where can I get replacement accessories, like ear tips or cables?
    If you’re interested in acquiring replacement accessories originally included in a product package, please contact us or in the support section of our website.
  • How do I request a repair?
    If you are experiencing problems with your DUNU product, please leave us a support inquiry on our support page.
  • If I purchase my DUNU product from a third-party retailer, can I request service directly?
    All DUNU owners are welcome to submit a service request with us. Any in-warranty service requests by DUNU owners who purchased their DUNU product from an authorized DUNU dealer or directly from DUNU will be honored. Once a service request is received, we will determine the nature of the submission and how to proceed. It may be necessary for you to contact the store through which you purchased your DUNU product. Please be advised that some online shops marketing DUNU products are not authorized by DUNU's International Operations Team. Instead, they may be dropshipping services that work with retailers located in mainland China. Products purchased from these shops may not be eligible for DUNU's international warranty.
  • The service form requires a serial number. How do I locate my product's serial number?
    If you still have the original box that comes with your DUNU product, the serial number is usually indicated along with a barcode on a sticker on the side of the box. This accompanying barcode is usually shorter and flatter than the SKU barcode, which is taller. Alternatively, depending on the model, your serial number may also be found in one of three places: Cable Y-Splitter (DK-2001, DK-3001 PRO, TITAN 6) 3.5 mm Plug (DN-2000, DN-2000J, DN-2002, DK-3001, TITAN 1/3/5) Earphone Body (DK-4001) The following models do not contain a serial number on the earphone body or cable and the S/N must be found on the box: DM-380 DM-480 Studio SA3
  • What types of payment are accepted?
    We accept all major credit cards supported by Stripe's secure checkout process, including American Express, Mastercard, and VISA. You will charged only as the order is processed by Stripe. We will only ship to confirmed addresses. Additionally, we also accept Klarna's Pay in 4 as a Buy Now, Pay Later (BNPL) payment option. Choose Klarna on checkout. For manual invoice processing, we additionally offer payment via PayPal. Please note that for us to accept processing via PayPal, your account should be fully verified. Please contact us via messaging or support if you have a special order that requires manual processing. If your debit or credit card is rejected, please contact us for troubleshooting, and contact your bank to understand what went wrong. Please check whether your card is configured properly for international payments, as our payments acceptance service is based in the US.
  • How long will it take for my package to be delivered?
    Once your order is processed and fulfilled, your package will be picked up by the corresponding courier. If your order is placed with the default 'Free Shipping' option, it will be consigned via the most economical means of delivery available, and may be transferred across multiple carriers. Depending on your order and the delivery service available at the time, your order may be automatically upgraded to one reserved for 'Standard Shipping'. For 'Standard Shipping' and 'Expedited Shipping', the selected courier depends on the destination country and best available options for that destination. 'Expedited Shipping' additionally prioritizes transit time. Transit times for all shipping options are labeled clearly upon checkout and vary by country. For instance, the 'Free Shipping' option usually takes between 7 to 21 business days, the 'Standard Shipping' option usually takes between 1 to 6 business days, and the 'Expedited Shipping' option usually takes between 1 to 3 business days. These times are not uniform across countries, however. More remote locations or countries with a less robust logistics network will require longer shipping times. Additional time in the shipment process may be added for certain international destinations because of more stringent customs requirements. The vast majority of package items are trackable and may be tracked via first party websites or package tracking aggregators. After your order is processed and shipped, we will send you a notice of shipment along with a tracking number. Please note that not all tracking numbers may function properly at the outset, and it may take a few days for tracking updates to show up on their respective websites.
  • If I get buyers' remorse, or do not like my DUNU product, can I return it after it has been delivered? Are there any fees associated with a refund?
    DUNU offers returns on orders within 30 calendar days of delivery (as determined by the final timestamp on tracking telemetry). Aside from very special circumstances, refunds requested after 30 calendar days of successful delivery will not be honored. Any additional shipping fees incurred during the transaction are not eligible for refund. For credit card payments, it may take as many as 5 to 10 business days or more for a refund to show up on your credit card statement. Unless the product has been assigned to a special 'try at home' order program, all individual orders will be subject to a 3% restocking fee if (shrink wrap must be intact), and a 7.5% restocking fee if . We may waive the restocking fees if in-store credit is opted for in lieu of a refund, or under very special circumstances subject to administrative approval. Any additional shipping fees incurred during the transaction are not eligible for refund. Prior to our disbursing a refund, all returned items are subject to a physical inspection by our technicians. Items returned damaged, non-functional, or with cosmetic blemishes deemed to be dealt after the manufacturing process, will not be refunded. If payment was tendered via PayPal (manual processing), any malignant or fraudulent dispute placed to PayPal will be vociferously defended and separate legal action will be considered.
  • Can I cancel my order after I place an order? Or after it is shipped?
    There will be a 3% restocking fee for any order cancellation requested after placing an order. We may waive the restocking fee if in-store credit is opted for in lieu of a refund, or under very special circumstances. Once the order has been processed and the package has been picked up by our courier, we cannot cancel any order until the package has been returned to our offices. If the package is held by customs, the customer will be held responsible for any fees incurred at the destination of consignment. In addition to the restocking fee, the customer will be held responsible for any shipping fees incurred during the abortive shipping process. Any additional shipping fees incurred during the transaction are not eligible for refund.
  • Shipping and Delivery - General Overview
    Aside from the locale of mainland China, we offer international shipments worldwide. Rates are subject to the particular carrier rate selected during checkout. We offer our subsidized account rates to keep the costs as low as possible. Please note any import duties are not covered by the shipping cost. If we are experiencing a high volume of orders, shipment may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via e-mail. You may bring your concerns to our support directly.
  • Am I responsible for customs and import duties?
    Yes. Import duties and customs regulations vary from country to country. Fees not prepaid by our courier are the responsibility of the customer or intended recipient. DUNU is not responsible for tariffs, VAT, or other customs consignment fees. Individuals concerned about the prospect of paying for additional fees should contact their local customs and import offices for clarification on how duties are levied. Upon checkout, detailed notes regarding the provision of customs declaration forms should be clearly written in the 'Add a Note' section of the checkout page. If a packages is refused by the customer on account of customs duties, taxes, or other fees, the package is not eligible for refund, as it is considered to be abandoned in the office of consignment.
  • How quickly does DUNU ship orders?
    Orders ship from one of four locations: (1) our factory in Dongguan, (2) our fulfillment office in Shenzhen, (3) our corporate office in New Taipei, or (4) our satellite office in Irvine. The vast majority of orders are shipped from the factory. Thus, unless the product is specially designated as a special order product, we typically ship within 1 business day for a stocked product. Business hours, regardless of shipping origin, are referenced to weekdays, Monday through Friday, from 9:00 AM to 5:00 PM within the UTC +8:00 time zone. Processing times do not include weekends or holidays. If an order is placed outside of business hours or during weekends, the order will be processed and fulfilled beginning on the following business day. Therefore, with special circumstances notwithstanding, all orders are processed within 2 to 3 business days. Orders are not shipped or delivered on weekends or holidays. Special orders require additional business days to fulfill. The lead time for special order products will be provided when the order is placed and the workload is assessed.
  • How do I know I am getting a genuine DUNU product or accessory?
    We have found a number of counterfeit products and even spoof sites for DUNU products and accessories. While there are many retail and grey market destinations to purchase genuine DUNU products, please refer to our list of authorized dealers and distributors (active since 2018) for the definitive list of authorized retailers. If you have concerns about whether your source is genuine, please contact us.

Have a question? We are happy to help.

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