Question 1

How long is the warranty period?

Accepted Answer

The warranty period for all the products sold is one year from the date of purchase. Accessories included in the package or purchased separately such as cables or cases may have a different warranty period.

Question 2

How can I check the warranty period?

Accepted Answer

The warranty period begins on date of purchase listed on your purchase receipt.

Question 3

How do you estimate out of warranty repair charges?

Accepted Answer

Repair charges are a sum of the cost for replaced parts, labor fee, and delivery fee.  Repair charges vary depending on the type of repair required.

(Price for replaced parts: costs for the components that have been replaced in the repairing process; labor fee: costs based on time required to complete repair difficulty of repair)

Question 4

Do I need a receipt for warranty claims for accessories?

Accepted Answer

For product warranty, you must keep a receipt even for accessories. If you cannot prove the date of purchase, the date of initial release will be used to determine warranty period.

Question 5

If my product has a breakdown or is damaged within the warranty period, is repair service available free of charge?

Accepted Answer

Regardless of the warranty period, if the breakdown or damage is attributed to customer fault, the customer must bear the cost of repair. For accessories, the repair charge may amount to as much as the initial purchase price depending on the type of repair or breakdown/damage.

Question 6

How long is the warranty period for the batteries?

Accepted Answer

Just like replaceable batteries, a 1-year warranty from the date of purchase applies to embedded batteries.

Question 7

My cable has broken. Is free repair service available?

Accepted Answer

As is standard practice for accessories with a cable (such as earphone, head-phone, USB cable, etc.), free repair or free refurbished exchange service does not apply to broken cables.

Question 8

Europe CS/RMA center in Germany

Accepted Answer

ACTIVO’s official RMA center in Europe is DM Solution, which deals with enquiry and RMA service.

Please refer to the below information for repaior service.  Before enquiry, please provide us with the exact product information such as Name of Product, Serial Number, Place of Purchase and Receipt dhowing purchase date.
The more detailed information shared regarding the issue you are having, the faster we can process a repair.

Address:DM Solution, Ober der Roeth 4, 65824 Schwalbach, Germany
Email: info@astellkernservice.de
Tel : +49 (0) 6196 / 953 573 0
Typical working time:
Monday to Friday09:00 ~ 17:00Lunch time12:00 ~ 13:00

Question 9

[P1] I have altered or tuned the product myself after buying it. Can I receive repair service in case of breakdown or malfunction?

Accepted Answer

Repair service may not be available if the product has been disassembled, aletered or tuned by the customer.

Question 10

How Do I Return or Exchange an Item?

Accepted Answer

For refund and exchange inquiries, please contact the store or website where you made the purchase.
If you have any questions, please contact us using the inquiry form.
Please be sure to include the model name, serial number and the reason for requesting the return or exchange.

Question 11

What If My Product is Damaged or Defective?

Accepted Answer

If you have a problem with an item you purchased, please use the Contact Us Form to let us know.
Please include the serial number and explain the problem with the product.

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