Last updated: May 18, 2026
Effective date: From the official release date

Welcome to ddHiFi after-sales service. This Policy explains the service rules that apply when you request returns, exchanges, warranty, repair, mail-in repair, inspection, paid repair, and related customer support after purchasing and using ddHiFi products.

Company name: Guangzhou DD Electronics Technology Co., Ltd.
Contact email: support@ddhifi.com

Please carefully read and understand this Policy before submitting an after-sales application, shipping a product, or accepting inspection and repair. If a specific product page, sales page, activity rule, product manual, or customer service confirmation makes a clear commitment regarding an after-sales service that is more favorable to consumers and does not violate laws and regulations, that commitment shall prevail within the scope of the specific service.

This Policy does not affect the consumer rights you lawfully enjoy, nor does it exclude, restrict, or diminish the lawful rights granted to you by laws and regulations. If laws and regulations, mandatory national standards, or platform rules provide otherwise regarding returns, exchanges, repairs, transportation fees, personal information protection, or dispute handling, the corresponding provisions shall apply.

1. Scope of Application

This Policy applies to ddHiFi products purchased or used through the ddHiFi official website, ddHiFi Link Android App, ddHiFi unified account center, ddHiFi after-sales service, officially authorized sales channels, and other channels expressly recognized by ddHiFi.

After-sales issues of users in mainland China should in principle be resolved through the ddHiFi after-sales service online self-service application. You should follow the system page prompts to submit after-sales applications, supplement proof materials, fill in mail-in repair information, upload images or videos, check processing progress, and receive processing results.

For users outside mainland China who need after-sales service, please first contact the local agent, dealer, or original purchase channel. If the local channel cannot handle the matter, you may consult through ddHiFi’s official contact method. However, cross-border shipping, customs clearance, taxes and fees, transportation risks, processing cycles, and available service scope may vary depending on region, channel, product model, and local laws and regulations.

This Policy is mainly intended for individual consumers who purchase and use ddHiFi products for daily consumption needs. For bulk purchases, commercial resale, sample units, engineering units, second-hand transactions, unofficial refurbished products, gifts, prizes, promotional items, or special cooperation projects, if there is a separate written agreement or page description for after-sales rules, the corresponding agreement or description shall prevail.

2. Definitions

1. Product: headphones, earphone cables, audio cables, DAC/amp products, audio adapters, connectors, storage and organization products, and other ddHiFi-branded products produced, sold, or authorized for sale by ddHiFi.
2. Main body or main unit: the core component or complete functional assembly in a product that performs the primary function.
3. Accessories or attachments: replaceable, auxiliary, or consumable items included with the product or sold separately, including but not limited to silicone ear tips, earphone cases, storage cases, cable clips, leather cases, cleaning cloths, packaging materials, manuals, small complimentary accessories, etc.
4. Valid purchase proof: invoices, receipts, order screenshots, payment screenshots, authorized merchant purchase records, or other reasonably verifiable transaction proof that can prove purchase channel, purchase date, product model, order information, and payment fact.
5. SN: the product serial number, batch number, or other number recorded on the product body, product packaging, label, warranty card, system record, or other identifiable carrier that can be used to identify product source and factory information.
6. In-warranty service: free repair, exchange, or other reasonable handling method provided after inspection confirms a performance fault caused by non-human damage during the warranty period.
7. Paid repair: paid repair service provided after the user confirms the fee where the product does not meet free warranty conditions, is beyond the warranty period, or is damaged due to human causes, but is still repairable after inspection.
8. Unidentifiable item: a mail-in repair package for which no after-sales application was submitted, application information is incomplete, the mobile phone number is incorrect, the tracking number was not filled in, there is no valid information inside the package, the product cannot be matched to the application form, or the user cannot be contacted for an extended period.

3. Types of After-Sales Service

Based on laws and regulations, this Policy, actual product inspection results, and inventory status, ddHiFi may provide returns, exchanges, free repair, replacement instead of repair, paid repair, return as-is, or other reasonable handling methods for eligible products.

Some products may be handled by replacement instead of repair. Whether to repair, replace parts, replace with the same model, or handle with an alternative model with equivalent or no lower main functions than the original product shall be determined comprehensively based on the actual inspection results of the returned product, discontinuation status, spare parts availability, product value, and user rights and interests.

If inspection confirms that the product has no fault, or that the fault does not fall within the free warranty scope, ddHiFi may return the product as-is or provide paid repair service after the user confirms the quotation.

4. Warranty Period

Unless otherwise expressly stated on the product page, sales page, product manual, or by customer service confirmation, the warranty period for ddHiFi products is generally as follows:

1. Headphone main body: one-year warranty;
2. Earphone cable: one-year warranty;
3. Audio cable, upgrade cable, connection signal cable: one-year warranty;
4. DAC/amp products, audio adapters, connectors, and similar electronic functional products: one-year warranty;
5. Silicone ear tips, earphone cases, storage cases, cable clips, leather cases, cleaning cloths, packaging materials, manuals, complimentary accessories, and other non-core accessories: generally not included in the one-year free warranty scope, unless the product page or sales page makes a separate clear commitment.

The warranty period usually starts from the product sale date, receipt date, or the date stated on valid purchase proof. If the purchase date shown on the proof differs from the receipt date, and laws and regulations, platform rules, or the sales page have separate requirements for the starting date, the corresponding rules shall apply.

5. Returns, Exchanges, and In-Warranty Repairs

(1) 7-day return, exchange, and repair

Within 7 days from the date you receive the product, if the main body of the product has a performance fault caused by non-human damage and the fault is confirmed after inspection by ddHiFi or an authorized after-sales service provider, you may lawfully choose return, exchange, or free repair. For returns and exchanges, the product main body, accessories, packaging, gifts, invoices, and purchase proof should be kept as complete as possible. If quality issues make complete return impossible, the matter will be handled according to the actual circumstances.

For products purchased by internet, television, telephone, mail order, or other methods and lawfully eligible for seven-day no-reason return, you may apply for no-reason return within 7 days from receipt of the goods. Goods returned without reason should be in good condition, and the goods themselves, accessories, and gifts should be returned together. Return shipping costs shall be borne by the consumer in accordance with law, unless platform rules, the sales page, or both parties agree otherwise.

Whether customized products, special specification products, products clearly marked and confirmed at purchase as unsuitable for no-reason return, and close-contact accessories, consumables, or consumable accessories that may be significantly affected in hygiene, safety, personal use traces, or resale status after unsealing are eligible for no-reason return shall be subject to laws and regulations, platform rules, and purchase page confirmation content.

(2) 15-day exchange and repair

From the 8th to the 15th day after you receive the product, if the main body of the product has a performance fault caused by non-human damage and the fault is confirmed after inspection by ddHiFi or an authorized after-sales service provider, you may lawfully choose exchange or free repair. Exchange shall in principle be for a product of the same model and specification. If the original model is discontinued, out of stock, or no longer sold, an alternative model with equivalent or no lower main functions than the original product may be exchanged by agreement without harming your lawful rights and interests.

(3) One-year in-warranty repair

Within the one-year warranty period, if the main body of the product has a performance fault caused by non-human damage and the fault is confirmed after inspection by ddHiFi or an authorized after-sales service provider, you may enjoy free repair service. For some products that are unsuitable for repair, have obviously unreasonable repair costs, or are difficult to restore to stable function after repair, ddHiFi may handle them by replacement instead of repair, replacement with a new product, or other reasonable method based on inspection results.

After a product is repaired or replaced, the replaced faulty parts or product shall belong to ddHiFi, unless otherwise provided by laws and regulations or agreed by both parties.

6. Warranty Proof and Warranty Start Date

When applying for return, exchange, free repair, or paid repair, you should provide true, complete, and clear valid purchase proof as far as possible, including but not limited to order screenshots, payment screenshots, invoices, receipts, authorized merchant purchase records, product packaging SN, product body SN, after-sales system records, etc.

If you can provide valid purchase proof, the warranty start date shall in principle be based on the purchase date, receipt date, or date determined by platform rules stated in the purchase proof. If the last day of the warranty validity period falls on a statutory holiday or a non-working day when the system cannot process, actual processing may be extended to the next working day.

If you cannot provide valid proof such as invoice, order screenshot, payment screenshot, or authorized merchant purchase record, but the product SN, packaging SN, or other identifiable information can be reasonably verified by ddHiFi, ddHiFi may use the identifiable factory date of the product as the basis for the warranty start date. If the product SN cannot be identified, has been torn off, altered, damaged, blurred, or the product source cannot be verified, free warranty service may not be available.

For products from channels not officially authorized, second-hand transactions, personal resale, unknown sources, products whose authenticity cannot be proven, or products whose sales source cannot be verified, ddHiFi may refuse free warranty based on actual circumstances or provide paid repair suggestions after inspection.

7. Online Self-Service Application Process

When users in mainland China apply for after-sales service, they should first apply through the ddHiFi after-sales service online self-service system and complete the following according to system prompts:

1. Log in to or verify the ddHiFi account;
2. Fill in the correct mobile phone number, contact person, receiving address, and necessary identity identification information;
3. Select or fill in product model, purchase channel, order number, purchase date, and product SN;
4. Describe the product issue, fault occurrence scenario, usage environment, connected device, firmware version, or other information helpful for judging the issue;
5. Upload necessary materials such as purchase proof, product photos, fault videos, packaging SN, and external damage photos;
6. Wait for customer service or system review, and ship the product or supplement materials according to prompts;
7. After shipping the product, promptly fill in the courier company and tracking number in the after-sales application form;
8. Check processing progress through the after-sales service system, SMS, email, customer service messages, or other reasonable means.

Please be sure to fill in true, accurate, and reachable mobile phone number and receiving information. If the mobile phone number is incorrect, suspended, unreachable, the address is incorrect, information is missing, or you fail to check system notifications in time, after-sales handling may be unable to continue, the package may be returned, repair may be delayed, or the application may be closed.

8. Mail-In Repair, Courier, and Package Requirements

Please do not ship the product yourself before receiving clear mail-in repair instructions from ddHiFi or the after-sales system. If you ship without confirmation, processing may be delayed or impossible because information cannot be matched, the receiving address has changed, the product is outside the accepted scope, or courier abnormalities occur.

When mailing in a product for repair, please package it properly to avoid compression, dropping, moisture, liquid ingress, loss of accessories, or secondary damage during transportation. We recommend using a sturdy outer box, shock-proof materials, waterproof bags, and other methods to protect the product, and retaining shipping proof according to courier requirements.

Please include a note or after-sales form information inside the package, stating the after-sales application number, contact person, mobile phone number, product model, product issue, return shipping address, and other necessary descriptions. If there is no identifiable information inside the package, it may be treated as an unidentifiable item.

Please do not use freight collect shipping. Freight collect packages without ddHiFi’s prior consent may be refused or delayed. Damage, loss, or delay caused by the user’s improper choice of courier method, improper packaging, incorrect address, failure to insure, courier delivery abnormality, or uncontrollable factors during transportation shall be borne by the relevant responsible party in accordance with law.

After shipping the product, please fill in the tracking number in ddHiFi after-sales service within 3 days. If the tracking number is not filled in after more than 3 days, the after-sales application may be automatically canceled. After cancellation, you may initiate a new after-sales application and fill in new courier information according to actual circumstances.

If courier tracking has not updated for an extended period, logistics show abnormalities, the package is returned, the package cannot be signed for, or it still has not arrived after a reasonable transportation time, please promptly contact the courier company for verification and synchronize the relevant situation through ddHiFi after-sales service or customer service channels.

9. Inspection, Repair, and Processing Time

After ddHiFi receives the mail-in product and completes information matching, it will determine whether the product meets the conditions for return, exchange, free repair, paid repair, return as-is, or other handling based on product model, fault description, external condition, proof materials, and inspection results.

Under normal circumstances, the routine inspection and repair cycle is approximately 3-7 working days after the product is received and information matching is completed. This cycle does not include the time for the user to ship the product, courier transportation, waiting for supplementary materials, waiting for user confirmation of quotation, payment, return shipping, holidays, or force majeure.

Processing time may be extended in the following circumstances:

1. The fault is complex and requires multiple rounds of testing, aging tests, compatibility tests, or factory return inspection;
2. There is a dispute over product appearance, SN, proof materials, purchase channel, or fault cause;
3. The information submitted by the user is incomplete and requires supplementary images, videos, proof, or other descriptions;
4. The product is discontinued, spare parts are temporarily unavailable, or an alternative model needs confirmation;
5. Holidays, logistics peak periods, natural disasters, public events, system maintenance, or other force majeure;
6. User confirmation is required for paid repair quotation, return shipping address, refund method, or other handling plan.

If the actual processing time significantly exceeds the routine cycle, ddHiFi will make reasonable efforts to inform you of progress through the after-sales service system, SMS, email, customer service messages, or other reasonable means.

10. Paid Repair

If any of the following circumstances occurs, the product is usually not within the free warranty scope, but ddHiFi may provide paid repair suggestions based on product status, spare parts availability, and repair feasibility:

1. The product has exceeded the warranty period;
2. There is no valid purchase proof and warranty qualification cannot be verified through SN or other information;
3. Damage is caused by improper human use, maintenance, or storage;
4. Damage is caused by liquid ingress, moisture, corrosion, dropping, compression, bending, broken plug, cable breakage, housing deformation, foreign object ingress, overload use, input of unsuitable voltage, or similar reasons;
5. Damage is caused by use of unofficial or non-conforming cables, chargers, adapters, power supplies, firmware, tools, accessories, or connected devices;
6. Damage is caused by disassembly, modification, repair, soldering, flashing, cracking, or other unofficial operations not authorized by ddHiFi;
7. Damage is caused by fire, flood, earthquake, lightning strike, abnormal voltage, war, public event, or other force majeure;
8. Other circumstances that are not covered by free warranty as provided by laws and regulations, product instructions, or this Policy.

For products for which paid repair can be provided, ddHiFi will explain the fault condition, repair plan, estimated fee, and payment method to you after inspection. You should complete payment or clearly abandon repair within 30 days after confirming the quotation. If payment is not made after more than 30 days or contact cannot be made, ddHiFi may return the product through the original route, close the after-sales application according to process, or continue to keep it as an unidentifiable item according to actual circumstances.

After paid repair is completed, if a repair quality issue occurs again in the same repair location or for the same fault within a reasonable period, ddHiFi will provide corresponding handling based on repair records, inspection results, and laws and regulations. This protection does not apply to issues caused by the user’s renewed human damage, incorrect use, unofficial disassembly or repair, or other reasons unrelated to repair quality.

11. Circumstances Not Covered by Free Return, Exchange, or Repair

Unless otherwise provided by laws and regulations, if any of the following circumstances occurs, ddHiFi may refuse free return, exchange, or warranty, but may provide paid repair, return as-is, or other negotiated handling based on actual circumstances:

1. The return, exchange, or warranty period has expired;
2. The product was not purchased through ddHiFi official or authorized channels, and the product source, authenticity, or warranty qualification cannot be proven;
3. The product model, SN, purchase proof, or order information is inconsistent, or the proof has been altered, forged, damaged, or cannot be verified;
4. The product SN, warranty label, seal, certification mark, or other identification information has been torn off, damaged, altered, or blurred;
5. Product appearance or performance is irreversibly damaged due to human causes;
6. Damage is caused by improper use, maintenance, storage, cleaning, organization, transportation, loading, or unloading;
7. Damage is caused by liquid ingress, moisture, corrosion, oxidation, contamination, foreign object ingress, dropping, compression, overload, improper plugging/unplugging, bending, pulling, cutting, crushing, or similar reasons;
8. Damage is caused by unauthorized disassembly, repair, modification, soldering, flashing, cracking, debugging, or replacement of parts;
9. Damage is caused by use of accessories, cables, power supplies, chargers, adapter devices, firmware, or tools not officially recommended or not conforming to specifications;
10. Damage is caused by improper packaging by the user during shipping, courier loading/unloading, transportation accidents, or logistics abnormalities;
11. Complimentary accessories, consumables, packaging materials, manuals, storage accessories, or non-core accessories included with the product, where the product page or sales page did not clearly promise warranty;
12. Damage is caused by fire, earthquake, flood, lightning strike, war, public event, government action, force majeure, or other non-product-quality reasons;
13. Other circumstances not covered by free return, exchange, or repair as provided by laws and regulations, product instructions, sales page, or this Policy.

12. Products Without Faults, Unidentifiable Items, and Long-Term Retained Products

If inspection finds no fault or the fault phenomenon cannot be reproduced, ddHiFi may inform the user of the inspection result and return the product as-is. If the user still believes that the product has an issue, the user may supplement fault videos, usage environment, connected device, reproduction steps, or other evidence for further communication.

A package may be treated as an unidentifiable item if no after-sales application was submitted, the after-sales application was automatically canceled, the mobile phone number is incorrect, the tracking number was not filled in, there is no valid information inside the package, the shipped product does not match the application form, or the user cannot be contacted for an extended period.

For packages without clear owner information, unidentifiable items, or long-term retained products that have been signed for but cannot be matched or the user cannot be contacted, ddHiFi will make reasonable efforts to contact the user based on the shipping label, system records, product information, or other clues. From the date ddHiFi signs for receipt, the relevant product may be kept free of charge for 180 days. If after more than 180 days the product remains unclaimed, contact cannot be made, or the user fails to supplement information as required, ddHiFi may handle it in accordance with laws and regulations within the scope permitted by law.

If you find that there has been no feedback for your shipped package for an extended period, please promptly contact the courier company to verify logistics status and submit the after-sales application number, tracking number, sender information, and shipping proof through ddHiFi after-sales service so that verification can be conducted.

13. Transportation Fees and Risks

For product quality issues that are confirmed by inspection to meet the conditions for free return, exchange, or in-warranty repair, the relevant reasonable transportation fees shall be handled according to laws and regulations, platform rules, sales page, or the method confirmed by both parties.

Return shipping costs arising from no-reason return shall be borne by the consumer in accordance with law, unless otherwise agreed by both parties, otherwise provided by platform rules, or otherwise promised on the sales page.

Shipping, return shipping, insurance, packaging, taxes, or other fees arising from user-caused damage, warranty expiration, paid repair, no-fault return, inconsistent proof, non-warranty scope, mistaken shipment, incorrect address, refusal of receipt, no one signing for receipt, or user-requested return shall in principle be borne by the user, unless otherwise provided by laws and regulations.

Before shipping the product, you should properly back up, clear, or protect personal data or configuration data that may be stored in the device, accessories, or related media. ddHiFi products usually do not primarily function as storage of personal content. However, if data loss, configuration loss, or personalized setting restoration occurs during repair, inspection, reset, exchange, or transportation, ddHiFi will not bear corresponding responsibility unless otherwise provided by laws and regulations or unless it can be proven to have been caused by ddHiFi’s fault.

14. Warranty Period After Repair or Exchange

After product repair is completed, the whole-device warranty period will in principle not restart, and the original warranty period will continue to run. Periods occupied by repair, waiting for spare parts, or other periods that should be deducted or extended in accordance with law shall be handled according to laws and regulations and actual processing records.

For the same fault that is confirmed by inspection as a quality issue within the warranty period and is repaired or replaced, ddHiFi will continue to provide necessary protection within a reasonable period. If a new product, alternative model, or major component is provided as replacement, the calculation method of the warranty period shall be subject to laws and regulations, product page, after-sales system records, or the handling plan confirmed by both parties.

New issues caused by renewed human damage, incorrect use, unofficial disassembly or repair, non-product-quality reasons, or force majeure will not automatically fall within the free warranty scope because of a previous repair or exchange.

15. Personal Information Protection

When you submit an after-sales application, mail in a product for repair, consult customer service, or handle a dispute, you may need to provide account information, contact details, receiving address, product model, SN, order number, purchase proof, issue description, images, videos, logistics tracking number, repair records, and other information.

ddHiFi will process the above information within the necessary scope in accordance with the Privacy Policy, Personal Information List, Third-Party Information Sharing List, Account and Data Deletion Instructions, and relevant laws and regulations, for identity verification, after-sales acceptance, warranty judgment, repair inspection, logistics return, fee confirmation, customer service, dispute handling, risk control, and compliance retention.

Please do not submit sensitive personal information unrelated to after-sales handling in after-sales descriptions, images, videos, or package notes. If you submit an after-sales application on behalf of another person, you should ensure that you have obtained lawful authorization from the relevant rights holder.

16. Policy Updates

ddHiFi may update this Policy according to changes in laws and regulations, product updates, service process adjustments, after-sales system capabilities, platform rules, business operation, or consumer rights protection needs. The updated Policy will be published on the official website, App, account center, after-sales service system, or other reasonable location and will take effect from the publication date or the effective date indicated on the page.

If updates involve your material rights and interests, ddHiFi will provide prompts through page prompts, pop-ups, SMS, email, customer service messages, or other reasonable means. Policy updates do not affect consumer rights you had lawfully acquired before the update.

17. Dispute Resolution

Any dispute arising from this Policy or after-sales service shall first be resolved by friendly negotiation between the parties. You may submit issues, supplementary materials, or complaints through ddHiFi after-sales service, official customer service channels, or the contact information stated in this Policy.

If negotiation fails, you may lawfully apply to a consumer association, market supervision and administration department, online trading platform, or other competent authority for mediation, complaint, or handling, and may also lawfully apply for arbitration or file a lawsuit with a people’s court having jurisdiction.

The formation, performance, interpretation, and dispute resolution of this Policy shall be governed by the laws and regulations of the People’s Republic of China. If laws and regulations provide otherwise for foreign-related, cross-border, or regional after-sales disputes, the corresponding provisions shall apply.

18. Contact Us

If you have any questions, suggestions, or complaints about this Policy, after-sales applications, warranty qualification, repair progress, paid repair quotation, logistics packages, or personal information processing, you may contact us by:

Official email: support@ddhifi.com

The above content is a translated version. In the event of any conflict with the Chinese description, the Chinese version shall prevail.