Warranty Policy

Warranty Policy

Shenzhen Maxentrop Technology Co., Ltd. stands behind the quality of every TWS earbud we manufacture. This Warranty Policy explains the coverage and procedures for all wholesale, OEM, and ODM customers.

1. Warranty Coverage

  • Standard Warranty Period: 12 months from the date of shipment.
  • Extended Warranty: Available upon request for OEM/ODM partners (terms to be agreed in contract).
  • Coverage: Manufacturing defects in materials, workmanship, electronics, battery, and Bluetooth functionality under normal use.

2. What Is Not Covered

  • Damage caused by misuse, accident, water exposure beyond IP rating, or unauthorized repair.
  • Normal wear and tear (ear tips, charging cable, cosmetic scratches).
  • Damage from non-Maxentrop chargers or accessories.
  • Battery degradation after 500 charge cycles (considered normal).
  • Customized firmware issues caused by customer-provided code or specifications.

3. Defect Rate Standard

For bulk OEM/ODM orders, an acceptable defect rate of under 2% is industry standard. Defects within this range are covered by replacement units shipped with your next order. Higher defect rates trigger full investigation and dedicated resolution.

4. Warranty Claim Process

  1. Notify Us — Email sales@maxentrop.com with order number, product model, defect description, photos/videos, and quantity affected.
  2. Assessment — Our QC team reviews within 2-3 business days.
  3. Resolution Options:
    • Replacement units shipped with your next order (most common)
    • Credit toward future orders
    • Repair (case by case)
    • Refund (for unresolvable cases)

5. Shipping for Warranty Claims

  • Defective on Arrival (DOA): Maxentrop covers replacement and reasonable return shipping.
  • In-Warranty Defects: Customer ships defective units to designated address; Maxentrop ships replacements.

6. Out-of-Warranty Service

Repair service is available for out-of-warranty units at a reasonable service fee plus parts cost. Contact our support team for a quote.

7. Contact Us

For warranty claims and product support:
Email: sales@maxentrop.com
WhatsApp: +86 157 1199 8589
Address: Room 401, Zhongsi Garden, Nanwan Sub-district, Longgang District, Shenzhen, Guangdong, China