Warranty and Contact Us

CONTACT US

If you need help with your JLab products, visit our support site with FAQs, guides and more or check out one of these articles:

Email: service@jlabaudio.com

Customer Support VIP Help Line: 1-866-358-6640

Hours of Operation:
Monday - Friday 9:00 AM - 5:00 PM PST

We strive to respond to all inquiries within 24-48 business hours. If you have not received your response, please check your spam or junk mail folder.


We love that you are rocking JLab Audio! We take pride in our products and fully stand behind them. 

30-day Guarantee

You may exchange or return merchandise purchased within 30 days of the purchase date. Please return the item to the location you purchased it. If your item has been opened or used, restrictions may apply.

If you believe you have received a defective product upon arrival, please call us at 1.866.358.6640, service@jlabaudio.com or complete the form at the bottom of this page to initiate a return or exchange.


Warranty

JLab Audio strives to build every headphone and earbud with the highest attention to detail and craftsmanship. However, sometimes there are occurrences of defect. 
Earbuds & Headphones (non-Bluetooth) Lifetime Limited Warranty

JLab Audio warrants that our products will be free from defects in materials and workmanship for the life of the product. We make no other warranty, express or implied, and any implied warranty of merchantability or fitness for a particular purpose which exceeds the foregoing warranty is hereby disclaimed.

Bluetooth Devices, Speakers & MP3s: One Year Limited Warranty

JLab Audio warrants that our products will be free from defects in materials and workmanship for a period of one year. We make no other warranty, express or implied, and any implied warranty of merchantability or fitness for a particular purpose which exceeds the foregoing warranty is hereby disclaimed.

We recommend you treat your headphones as you would a nice pair of sunglasses and keep them in safe location when not in use. All warranty claims are subject to JLab Audio authorization and at our sole discretion.

Start your warranty/return

Complete the questionnaire below and select 'File a Warranty Claim' under Request Type.

We strive to respond to all inquiries within 24-48 business hours. If you have not received your response, please check your spam or junk mail folder.


Warranty FAQ

Question: What does your warranty cover?

Answer: We cover what is considered a manufacturer defect. To put it simply, if you broke your headphones because they were mistreated or subjected to hostile environments then your issue would not be covered under warranty. If you had a problem because of workmanship, then we would cover it.

For a more in depth overview, check out our full warranty policy or reach out to our support team.

Question: How does your warranty policy work?

Answer: We use a store credit to jlabaudio.com to cover warranties. Essentially, you send us your JLab product and we process your claim accordingly. Once we process your claim, you will get a store credit code emailed to you. You can use your store credit towards anything(!) in our online store or replace the original item.

Question: How does the store credit work?

Answer: Once you get your credit emailed, you are free to use it towards anything in our store. Your credit does not expire!

 If you use your store credit towards a more expensive item, you would be responsible for the difference and if you use it on a lesser item the remainder of your credit would no longer be valid (unless you add something more to your cart).

Question: How do I ship my item to you?

Answer: Once you file a claim, you will get a follow up email with all of your warranty information as well as our address and RMA number. You will be responsible for shipping your item to us.

We recommend using the smallest packaging possible and getting a tracking number is highly recommended. Once we process your claim we do offer free shipping for your replacement item back to you for domestic United States customers.

Question: How long does the whole process take?

Answer: While times can vary, most claims take 2-3 weeks door to door.

Question: Does my warranty start over when I get a replacement?

Answer: For any of our items that fall under our 1 Year Limited Warranty, your warranty does not start over if you get a replacement. Your warranty starts from your original purchase (where you purchased the item for monies) and would end one year from that date.

Question: What is a proof of purchase?

Answer: We only require a proof of purchase for battery powered items that fall under our 1 year limited warranty. A proof of purchase is anything that shows when and where you purchased the item. We require this to verify warranty coverage and that your items were purchased from an authorized retailer.

Question: What is an Authorized retailer?

Answer: An Authorized retailer is a retailer in which we deal with and sell to directly. Items purchased from these sellers will be authentic and we can verify their functionality. Our warranty will only be honored if items sold directly from these retailers or from us direct. If you are unsure if your item comes from an authorized retailer, please contact customer support.

If you still have any questions, please feel free to reach out to our customer support team for more information on our warranty process. We are happy to extend our warranty to our customers and always fully stand behind our products. On that note, please understand that our warranty is a completely at will policy and we do ask our customers follow our policy as prescribed.


 

For our full warranty terms and condition please read our full warranty policy.

LIMITED WARRANTY

JLab Audio extends this Limited Warranty to the original end-use purchaser of JLab  audio products*(including headphones, earphones, earbuds, speakers,Mp3 players”) or the person receiving a Product as a gift, provided that the JLab Product was purchased from an Authorized Dealer as defined below.  The Limited Warranty does not extend to any other person or transferee.   Statutory or common law may provide additional rights or remedies that vary from state to state, and country to country, which are not affected by this Limited Warranty.

"Authorized Dealer" means any distributor, reseller or retailer that was duly authorized by JLab at the time of the sale to sell authentic JLab products in the jurisdiction where it sold the Product, and that sold the Product in new, unused condition in its original packaging. For claims, JLab requires a proof of purchase to confirm that items were purchased through said authorized retailers and will not extend any warranty coverage to non-authorized retailers products.

“Fraud or Misrepresentation” means misrepresenting any fact related to a warranty claim to JLab, including the nature of the defect, whether the Product was purchased from an Authorized Dealer, and the authenticity of the Product.  Any representation of a claimed Manufacturing Defect that was known to be caused completely or partially by (a) any use other than Intended Use, (b) transportation, neglect, misuse or abuse by anyone , (c) alteration, tampering or modification of the Product by anyone other than a Jlab Audio, (d) accident (other than a malfunction that would otherwise qualify as a Manufacturing Defect), (e) maintenance or service of the Product by anyone other than  JLab Audio (f) exposure of the Product to extreme heat, bright light, sun, liquids, sand or other contaminants, or (g) acts outside the control of Jlab, including without limitation acts of God, fire, storms, earthquake or flood, is considered fraud. 

“Intended Use” means use of the Product (a) within a home or dwelling, (b) for private (as opposed to commercial) purposes, (c) in conformity with all applicable local, state or federal law, code or regulations (including without limitation building and/or electrical codes), (d) in accordance with JLab Audio recommendations and/or instructions in the materials and documentation that accompany the Product, and (e) if applicable, with proper electrical grounding.

All matters pertaining to JLab’s lifetime or 1 year warranty are determined by Jlab in its sole discretion and are subject to change without notice.

SCOPE OF LIMITED WARRANTY

JLab Audio provides a Limited Lifetime Warranty against Manufacturing Defects for all authentic JLab Audio Products.  If a Product contained a Manufacturing Defect when it was purchased from an Authorized Dealer, JLab Audio, at its sole discretion, will (i) repair, (ii) replace, or (iii) provide a Warranty Credit for the Product on the JLab Audio online store.  The amount of the Warranty Credit shall be equal to current price as reflected in our online store Jlabaudio.com. JLab reserves the right to inspect any Product subject to a warranty claim to determine, at its sole discretion, whether the claimed defect is a Manufacturing Defect or otherwise. 

For Wired Earbuds JLab Audio provides a Limited Lifetime Warranty which follows the same permissions and exclusions as above. JLab Audio will cover any defects in workmanship for our Lifetime Warranty but will not cover wear and tear or misuse.

TERMS AND CONDITIONS

BY SUBMITTING THIS WARRANTY REQUEST, YOU AGREE TO THE FOLLOWING TERMS AND CONDITIONS: IN THE CASE OF FRAUD OR MISREPRESENTATION, JLAB AUDIO RESERVES THE RIGHT TO DENY ALL WARRANTY COVERAGE OR CLAIMS.  RISK OF LOSS- JLAB AUDIO IS NOT RESPONSIBLE FOR ANY PRODUCT THAT IS LOST IN SHIPPING AND NOT ACTUALLY RECEIVED BY JLAB.  TO AVOID UNNECESSARY DELAYS AND MINIMIZE THE POSSIBILITY OF A LOST PRODUCT, WE STRONGLY SUGGEST THAT YOU USE A TRACKING NUMBER WHEN SENDING YOUR ITEM IN FOR A WARRANTY CLAIM TO JLAB AUDIO.  NO WARRANTY WILL BE PROVIDED FOR ANY PRODUCT NOT ACTUALLY RECEIVED BY JLAB. JLAB RESERVES THE RIGHT TO DETERMINE, AT ITS SOLE DISCRETION, WHETHER A DEFECT IS A MANUFACTURING DEFECT AND WHAT TYPE OF CREDIT OR REPLACEMENT SHALL BE ISSUED, IF ANY. ALL WARRANTY PRODUCTS SENT TO JLAB WILL NOT BE RETURNED TO YOU FOR ANY REASON.  DEFECTIVE PRODUCTS MAY BE SUBJECT TO ENGINEERING ANALYSIS AND RECYCLING, AS PART OF OUR CONTINUED COMMITMENT TO IMPROVING THE QUALITY OF OUR PRODUCTS AND THE ENVIRONMENT.

JLab Audio is not responsible for any shipping costs associated with any warranty claims and will be up to the claimant to ship their item to JLab Audio.

For all international warranty claims it is required the customer return any suspected defective item to JLab Audio for all claims. JLab Audio is not responsible for any shipping and customs charges incurred for claims and it will be up to the customer to provide shipping both ways for all claims. INTERNATIONAL CLAIMS WILL STILL BE SUBJECT TO THE SAME WARRANTY PROCESSES AS DOMESTIC CLAIMS.

*JLAB’S LIMITED WARRANTIES COVER ONLY JLAB BRANDED AUDIO AND MP3 PRODUCTS*