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Warranty & Returns


	Frequently Asked Warranty, Service, and RMA Questions

1 -	What does the limited hardware warranty exclude?

2 -	How should an RMA product to Creative be packaged?

3 -	My product was a gift; I need an RMA, but I don't have the receipt

4 -	How long will it take to receive my product back from Creative Labs RMA?

5 -	What should I do if the product I received back from Creative Labs RMA is damaged?

6 -	Do shipping charges and tariffs apply when I send in my product to Creative Labs RMA?

7 -	Is there a Worldwide Warranty on Creative products?

8 -	Do I need to backup the music and data stored on my product before sending it into Creative Labs RMA?

9 -	What should I do if I have not received my product back from Creative?

10 -	Do RMA's expire?

11 -	What is the warranty coverage for refurbished products?

12 -	How do I contact Creative regarding a product that I have returned for service?


	1 - What does the limited hardware warranty exclude?


	Your limited hardware warranty does not apply to: • Damage caused by normal wear and tear, abnormal use or conditions, misuse, neglect, abuse, accident, improper handling or storage, exposure to moisture, unauthorized modifications, alterations, or repairs, improper installation, improper use of any electrical source, undue physical or electrical stress, operator error, non-compliance with instructions or other acts which are not the fault of Creative, including damage or loss during shipment. • Damage from external causes such as floods, storms, fires, sand, dirt, earthquakes, an Act of God, exposure to sunlight, weather, moisture, heat, or corrosive environments, electrical surges, battery leakage, theft, or damage caused by the connection to other products not recommended for interconnection by Creative. • Damage or loss of data due to (i) interoperability with current and/or future versions of operating systems or other current and/or future software and hardware, (ii) a computer virus, worm, Trojan horse or memory content corruption, or (iii) malfunction or defect of the Product. • Counterfeit products or any accompanying products not bearing a Creative serial number provided with the Product, or in the case of communications products, the use of the Product outside the borders of the country intended for use (as indicated by local telecommunication approval stickers). • Any Product that has had its serial number altered, defaced or removed. • Any defect occurring after the expiration of the Warranty Period or where Creative was not advised in writing of an alleged defect or malfunction within seven (7) days after the expiration of the Warranty Period. • Damage to or loss of a product during the period the equipment is in transit to a Creative Labs location


	2 - How should an RMA product to Creative be packaged?


	When a return is authorized, we advise that you clearly write the Authorization Number on the outside of the package, ship prepaid via an insured carrier and obtain a tracking number for your package. As Creative Labs is not responsible for damages incurred in shipping, we recommend you securely pack the product in a box using bubble wrap, foam or packing peanuts. Please return the faulty item only; do not include accessories (batteries, cables etc.) or other products.


	3 - My product was a gift; I need an RMA, but I don't have the receipt


	In order to verify that your product is still under warranty, you must provide a dated receipt. The person who gave you the Creative Labs product may be able to provide you with the receipt. If you do not wish to ask for the receipt, you can ask the gift-giver to request the RMA for you.


	4 - How long will it take to receive my product back from Creative Labs RMA?


	Creative Labs standard RMA turnaround time is 10-15 business days from the day it was received. If no product is received after 15 business days, please contact Customer Support for further assistance.


	5 - What should I do if the product I received back from Creative Labs RMA is damaged?


	If your returned product was damaged in transit, please contact Customer Support immediately. Be prepared to provide your RMA number and a description of the damage in your email. Please retain all packing material, including the box. Creative Labs will file a claim with our shipper on your behalf. Once a claim has been settled, a replacement product will be shipped to you.


	6 - Do shipping charges and tariffs apply when I send in my product to Creative Labs RMA?


	Shipment to Creative is at your expense and at your own risk (including any loss or damage to the product during shipment). We recommend using proper packing materials, shipping the package through a carrier that provides proof of delivery and insuring the shipment at full product value. To avoid any applicable tariffs when shipping a product to Creative from outside the United States, the European Union, or from zones with special tax status, you must complete the relevant customs documentation before shipping the product. In some cases, Creative Labs may accept charges for applicable tariffs and/or fees in order to expedite your shipment. In such cases, Creative Labs will require that you reimburse these fees before your product is returned to you.


	7 - Is there a Worldwide Warranty on Creative products?


	Products purchased within certain regions may be eligible for warranty repair or replacement within other regions/territories. This may be dependent on the availability of parts, local legislation, carriage and customs costs. Please contact Customer Support for further information on specific products.


	8 - Do I need to backup the music and data stored on my product before sending it into Creative Labs RMA?


	For products that are capable of storing data/music, Creative is not responsible for the loss of any data/music stored on the product which is sent in for repair. You should remove or make a backup copy of any data/music stored on the product prior to shipping it to Creative.


	9 - What should I do if I have not received my product back from Creative?


	First, check your RMA status online or contact Customer Support. If our records indicate that it has been shipped, please allow 5 business days for delivery. If it has been more than 5 business days, contact Customer Support (relevant region) for further assistance.


	10 - Do RMA's expire?


	Yes. Return Merchandise Authorizations (RMA's) expire 30 days from the date issued.


	11 - What is the warranty coverage for refurbished products?


	Unless otherwise noted, all Creative factory-refurbished are guaranteed to be in full working order at the time of purchase and protected by a 90 day limited hardware warranty. Factory-refurbished items may have some cosmetic defects and may not include all of the contents found in the original retail product. Products refurbished and purchased from a company other than Creative are not covered by any Creative warranty. In such cases you should contact your place of purchase to inquire about your product's warranty coverage.


	12 - How do I contact Creative regarding a product that I have returned for service?


	First, you can check the status of your product return online. If you still have questions regarding your return after checking your status, please contact our Customer Support Team for assistance.