HF027 Product Support

Step 1: Connect the earphones to attached audio adapter.

Please make sure that it's tightly plugged in otherwise the audio may become muffled.

Step 2: Check your TV's audio output options and connect accordingly.

• Option A: 3.5mm AUX
  • Plug the headphone into your TV | audio source directly.
  • 
  • Go to your TV's audio settings and set the output to "Headset."
  • 
• Option B: RCA (RED/WHITE) Audio OUT (MUST be labelled Audio OUT!)
  • Firstly, you need to purchase an RCA to 3.5mm adapter separately, such as - https://www.amazon.com/dp/B06XCR898P
  • Plug the Red / White RCA to 3.5mm female audio cable to your TV's RCA Audio OUT.
  • Plug the headphones to the 3.5mm female jack.
  • 
  • Go to your TV's audio settings and set the audio output to "External Speakers". 
  • 

IF you have any question, please email us at support@avantree.com

Step 1. Make sure you connect to the correct audio/mic enabled headphones jack.

Some PCs/Laptops has one combined mic and headphone jack, then you can simply plug the wired headphones to that port. 

But some PCs/Laptops has two ports. For 3.5mm jacks, it's generally green for audio output and pink for microphone input, depending on the available sound card. Mix those two up and nothing at all will happen. 

If there is no color marker, there should be an icon besides  indicates they are mic or speaker.

In this case, you need a converter cable to work with, like this one - https://www.amazon.com/dp/B071NDLCGC

Note for HF027 headphones: The extension cable provided does not support mic function It is only extended to watch TV. If you want to use the headphones to call, please unplug the extension cable.  If you need a extension cable with mic function, you can purchase this - https://www.amazon.com/dp/B07FB6FB19

Step 2. Make sure your PC audio setting is correctly made.

Normally the computer will recognize the headphones automatically as soon as you connected the headphones. If not, you need to select Avantree Headphone (the picture below is for reference) as default output and input device.

    1. Right-click the sound icon in the taskbar.
    2. Select Open sound settings.
    3. Choose Sound control panel on the left.
    4. Select the headphones connected.

If you use the skype, zoom etc., also make sure the built-in Settings for these applications are changed accordingly.

If still not working properly, pls contact support@avantree.com for further help.

Please utilize the CLIP included to avoid having the cable suddenly bounce back.

Wired earbuds and static electricity

It's possible to receive a small and quick electrostatic shock from your earbuds when you listen through a wired earbud.

What's happening?

When you use earbuds in areas where the air is very dry, they can build up static electricity. Your ears might receive a small electrostatic discharge from the earbuds. If you receive a static shock from your earbuds, this doesn't mean that there's an issue with your device or the earbuds.

This condition is similar to dragging your feet across a carpet and receiving a static shock when you touch a doorknob. However, instead of the static charge building up on your body, the charge builds up on the device that the earbuds are connected to. Instead of the static buildup discharging through your finger when you touch a doorknob, it discharges through the earbuds.

Why does static build up on my device?

Certain environments and actions can encourage static electricity buildup on your electronic device, such as:

• Dry, low humidity environments
• Very windy environments
• Moving your device in and out of your pocket
• Jogging or exercising with your device
• Clothes made with synthetic fibers, like nylon

What can I do to reduce static buildup on my device?

There are several actions that you can take to control static electricity.

Indoors

Increase the moisture level in the air. You can use a portable humidifier or adjust the humidity control on your air conditioner.

Spray an anti-static spray into the air.

Use anti-static lotion if you have dry skin.

Wear clothes that are made with natural fibers, like cotton. Synthetic fibers are more likely to hold a static charge.

Outdoors

Keep your device out of the wind by using a case or leaving it in your bag or pocket.

Don't frequently move your device in and out of your pockets. Rubbing the device on certain materials can cause a static buildup.

Items with the "ADD TO CART" button are for purchase in your area. Those without the Add to Cart button means not available in your area, normally because it is out of stock. Besides, the estimated delivery time is not applied for pre-order and backorder items.

Here is a table of the recommended store info for customers from each country. We also include information about - where the goods will be shipped from as well as the estimated delivery time.

Remarks:

1. Warranty is 24M for orders from avantree.com
2. Items purchased from other authorized distributor channels will be entitled to 12m warranty, and extendable to 24m upon warranty registration within 30 days from date of purchase
3. Not all stores/sellers from the links above are authorized resellers.

As you may know, earbuds get dirty pretty easily... Earwax, dust, water etc. can all do damage to them. Uncleaned earbuds may lead to...

• Music sounding muddy or muffled
• Different volume on the two earbuds
• Abnormaly low volume / tinny sound after using for a period of time

Daily maintaince can effectively eliminate such problems.

• Before wearing the earbuds, make sure to clean the inner side of the ear.
• Always wear and use earbuds in dry condition.
• After using the earbuds, wipe the inside of the earbud tip with a soft and dry towel to remove dust, earwax, or oil from your skin.

If you're already experiencing different volume levels between the two earbuds, please try to follow the following steps to clean them out:

(These apply to all Avantree earbuds, but the following uses the NB18 as an example.)

1. Materials you'll need: a cotton swab and dried brush (if you can't find the black cleaning brush, a toothbrush can work instead.)

2. Take off the earbud tips from the earbuds smoothly. Do not detach the earbud tip from the earbud excessively as it may tear.

3. Use a cotton swab and dried brush to remove any debris and foreign materials.

4. If foreign substance is still present, try brushing the earbuds again to dislodge the remainder.

5. After you finish cleaning, please assemble the earbud tip back to the earbud properly. Cover the latch at the bottom of the earbud with the earbud tip like below.

Please note: Do not use liquid like alcohol or soapy water for cleaning earbuds as some of our earbuds are not alcohol-proof or soapy-waterproof.

If the problem still exists after cleaning the earbuds, please contact support@avantree.com for help.

If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

Batch No. or Lot No. is a 4-5 Digit/Alphabet combination (e.g. T22F1, 22B1, or T22J1) printed somewhere on the product. The "somewhere" is usually as follows:

1. on the bottom of the product;

2. on the inside of the Headband, just above the Earcups;

3. on the in-line controls or on a Tag near the 3.5mm AUX Plug;

4. on metal head of the adapter;

Above are some examples that'll give you an idea of what the Batch/Lot Number looks like and where to find them. The print for Batch No. or Lot No. is usually quite small; please consider using a magnifying glass if it's hard to read.

Return Policy:

Every Avantree product purchased from our website comes with an up to 60 days free trial.

Within 60 days of buying, if you have an issue with or simply don't like the product, you can ship it back to us and we'll fully refund you for the price that you bought it. If you have a product malfunction, we can replace the product for you if that's preferable, and we'll cover the return shipping costs.

Warranty Policy:

Avantree warrants its products for a period of 24 months from any defects in manufacturing, materials, or workmanship from the date of purchase from either an Avantree Direct store or an Avantree authorized reseller and used in normal conditions.

However, this warranty does NOT cover:

· Damage from misuse or abuse,

· Damage from lack of reasonable care,

· Damage from force majeure,

· Damage from natural forces/disasters,

· Damage from inadequate repairs performed by unauthorized service centers,

· Water damage on non-water-resistant products,

· Theft or losing the item.

If you encounter issues during the warranty time, pls follow Avantree RMA Procedure. 

To make sure our customers have the best user experience, we choose to send the replacment first before you send back the faulty unit. Once the replacement is received and confirmed to be working, we will then send you the return label for the faulty unit for our quality control purposes. We expect you to cooperate and send the faulty unit back within 30 days. If not, then the warranty of your replacement unit will be voided.

Avantree Products RMA (Return Merchandise Authorization) Procedure

1.     60-Days-Return-Refund

Item purchased from Avantree.com can be returned to the closest Avantree RMA center for full refund within 30 days of purchase with no question asked.

Customer will be responsible for return shipment cost unless item is returned due to defective issues.

Avantree RMA centers are located at:

-        USA - San Jose & Los Angeles

-        Canada – Vancouver

-        EU - London, UK

-        Australia – Roxburgh Park

-        Asia – Cebu, Philippines

-        Asia – Hong Kong, China

-        Asia – Shenzhen, China

2.     Defective RMA

Within the Warranty Period (24 Months), if the customer encounters any issue, we recommend following the steps below:

Step 1:  DIY Support – Visit support.avantree.com, we have a complete troubleshooting guide that should solve at least 90% of the issues.

Step 2: Agent Support – Contact Avantree Customer Service Agents by email (support@avantree.com), phone, or chat for troubleshooting & issue diagnosis.

Step 3: Replacement

3.1. Confirmed Defective Unit

-        Avantree provides RMA (CD) number to customer

-        Customer returns the product to Avantree

o   Purchased within 6 months – Avantree will cover the return label cost.

o   Purchased over 6 months ago – Customer will cover the return label cost.

-        Avantree arranges the Replacement

o   Will be arranged as soon as the return shipment has been shipped.

o   Customer can expect to receive the replacement unit within 5-7 working days.

3.2. Back-for-Investigation Unit

-        Avantree provides RMA (BI) number to customer

-        Customer returns the product to Avantree. Customer will cover the return label cost.

-        Avantree arranges the follow up

o   Confirmed Defective Units – Please Refer to Section 3.1.

o   No claimed issue found – Avantree will arrange the Original Unit or the Replacement Unit to be shipped back to the customer. Avantree will cover the cost of shipping if the shipment is domestic.

Note:

1. The RMA return unit will be equivalent to or better than the condition of the defective unit
2. The RMA return unit's warranty terms will only be activated once the defective unit is received. For those who do not return their defective items within 30 days, their product warranty will be terminated.
3. Replacement Unit Warranty Terms:
   • If the remaining Warranty of the Defective Unit is less than 3 months – The Replacement Unit will receive 3 months warranty beginning on the date of reception.
   • If the remaining Warranty of the Defective Unit is more than 3 months – The remaining Warranty Period will be automatically transferred onto the Replacement Unit.