Aria Me S Product Support

Bluetooth TV and non-Bluetooth TV are paired differently, please refer to the following for more details.

Here's how to use your Bluetooth Headphones or Speakers with your Computer, Laptop, or Tablet:

Note: If you are having trouble connecting with your Computer or Laptop's built-in Bluetooth, we recommend trying our DG10 Bluetooth Dongle. It's plug-and-play with no driver installation required, making connecting a breeze.

Here's what you'll find in the box:

1. AS90TA wireless headphones x1

2. USB charging cable x1

3. Audio cable x1

LED Indicators– Please refer to Aria Pro

• Charging methods:
  1. Using the Charging Cable: Insert provided USB / Type C cable
  
  
• Battery – 650mA built-in rechargeable Lithium polymer battery
• Low battery – Voice propmt warning "Low battery" when 30% capacity of the power is left, red LED light flashes once every 10s.
• Suggested power source specification: 5V /0.5-1A
• Fully charge time – 2H
• Used time after fully charged – 24H (ANC Off); 15H (ANC On)
• Standby time – Around 35 days (ANC Off)
• Indicators
  • Charging - LED on the headphone turns RED 
  • Fully charged - LED on headphone turns OFF
• Power On / Off
• Power On: Slide the power switch to "ON" position
• Power Off Manually: Slide the power switch to "OFF" position
• Power Off Automatically: 10 minutes after disconnected with sound source devic
                                         
• Note:
  1. You CAN NOT use the headset while it is being charged since it will power off automatically. Please restart the headphones to use after charging is complete.
  2. If you can hear the voice prompt say "Low battery, please turn off and charge" or see the LED blinking RED, you will need to charge your headphones. 
  
  

If you are turning on the headphones for the first time, the headphones will automatically go into pairing mode (the LED will flash RED & BLUE. For non-first time using, please refer to the following:

Part 1: Pair the headphone with a sound source device:
Step 1: Make sure that the headphones are powered on, slide the power switch to the middle position as shown in the following:
                                 
Step2: Slide the power switch to the Bluetooth icon side and HOLD it there for 2 seconds until the LED indicator alternates between flashing RED&BLUE, you will also hear the voice prompt saying "Pairing" if you have it on.
                    

Step3: In the Bluetooth settings menu on your device, locate "Avantree XXX(model name)", click "Pair" to connect the headphones. Once connected, you'll hear "connected" in the headphones.

Part 2: Reconnect to the Last Paired Device:
The headphone usually reconnects to the last paired device once powered on, to manually reconnect, you just need to push the power switch to the Bluetooth icon side once, and do not need to hold it there, it will reconnect to the last paired device.

Part 3: Pair the Headphone to Another Device:
Please set the headphone into pairing mode again and pair with another device, you can simply refer to the procedures in Part 1 above. 

The Aria Me S allows you to calibrate and personalize the headphones; via the Avantree Audio app, you can set the Aria Me S to fit your hearing situation and enhance your hearing experience. To do so, please follow the steps below to create your profile.

Step 1: Download & Install the AvantreeAudio App. Step 2: Open the App, follow the instructions and pair your Aria Me S.
If you have connected your phone to the Aria Me S already before the log in, the AS90TA will pop out once open the App, showing as the following picture, you will just need to click it and choose pair to confirm the connection. Otherwise, you may refer to THIS ARTICLE and get your Aria Me S into Pairing Mode if you're not sure how. 

                                            

Step 3: Create your Audio Profile.
After connected, click the hamburger button on the left corner and go to the page to create your audio profile.

                                             

Step 4: Put your headphones on and complete the hearing Test, it will automatically apply the last created one.

Step 5: Select the profile apply if you have created more than one profiles.

Step 6: Upload the Profile onto your Aria Me S Headphones.

And you're good to go! Please contact support@avantree.com if you have any question.

If you’d like to delete a hearing profiles that you’ve created earlier using the AvantreeAudio app, please refer to the following steps:

Apple Devices: Avantree Audio > MENU > My Audio Profiles > Select a Profile and Swipe Left > Delete

             

            

Android Devices: Avantree Audio > MENU > My Audio Profiles > Select a Profile to Open > Three Dots on The Top-Right Corner > Remove

                  

                  

First, make sure that the headphones are on. To activate the Active Noise Cancelling (ANC), slide the ANC switch toward "ANC". The LED on the switch will light up GREEN to indicate that ANC is on. 
When not in use, please remember to turn the ANC function off to prevent battery drainage.
We do not recommend activating ANC when using the headphones with a wire (not Bluetooth).

                    
How it Works:
Our Active Noise Canceling (ANC) headphones "cancel out" background noise by emitting its own sound wave that counters and reduces the volume of unwanted sounds.

Note:
ANC works best for reducing consistent low frequency background noise. It is ineffective at reducing inconsistent or sudden bursts of sound (shouting, car horns, etc.) In quiet environments, you may be able to hear some noise because the ANC microphone may be unable to detect defined background noises.

Turn on the headset first:

Activate Voice Prompt: Press & Hold the "+" and the "phone" buttons down together, you will hear “Voice prompt on”

               

Deactivate Activate Voice Prompt :  Press & Hold the "-“ and the "phone" buttons down together, you will hear “Voice prompt on”

Here's how you can use your Avantree Bluetooth headphones with Meeting Softwares like Skype for Business & Microsoft Teams/Zoom/Discord, etc.
1. Make sure you're using the latest version of the Meeting Software.
2. Connect/pair your Avantree headphones with your computer.
Use with Computer/Laptop/Tablet
If your computer is not Bluetooth enabled, you can get one of our dongles (DG40s, Leaf, DG60 or DG80 from HERE.)
3. Go to your Meeting Software's Settings and make sure that the "Speaker" and "Microphone" are set to your Avantree headphones.Note:
1) If you use Aria Pro or Aria Podio series with DG60, you might need to quickly double click the side button on the USB adapter to enter the talk mode or go here for a software upgrade)
2)Reboot the computer and restart the app might help sometime.
3)Here are some computer related tips about Microsoft Teams microphone not working: https://windowsreport.com/teams-microphone-doesnt-work/

Conducting a factory reset on the headphones will clear all past pairing data and restore the default settings for the product. You may want to reset your headphones if you have trouble pairing them with your devices.

Step 1: Turn on the Headphones.
Locate the power switch and push it to the middle. The LED will turn BLUE.
                

Step 2: Reset the Headphones.
Press and hold the volume + and - buttons simultaneously for about 5 seconds until the LED turns PINK, indicating that the headphones have reset. The headphones should then go into pairing mode and the LED will alternate between flashing RED & BLUE. The voice prompt will also say "Pairing". You are now free to pair the headphones with any device! 
          

NOTE: the factory reset will NOT work if the headphones are in use. Please make sure to hang up any calls and pause any music before attempting to factory reset, and start the process with the headphones powered off.

If your headphone is not responding, you've tried plugging the charging cable directly to the headphone to charge it for 2 minutes to no avail, and this resetting guide can not solve it, either, please fill in the following RMA verification Form for replacement:
https://avantree.com/rma-verification/headphone-solid-light-not-responding-form

If only one side of your headphone works, and this guide can not solve it, please fill in the following RMA verification Form for replacement:
https://avantree.com/rma-verification/headphone-one-side-sound-form


Related knowledge:

1. Bluetooth device normally auto-reconnects to its LAST paired / connected device. You might need to make sure the previous used device are Bluetooth-off to avoid interference.

2. It is important to Reset both Bluetooth sender and receiver. In case of cellphone / PC, you can turn off its Bluetooth function and turn it back on.

3. If still not working, you can email us (support@avantree.com). We will help you to fix it.

This product CAN be used as a traditional "wired" headphone. 

Simply plug one end of the 3.5mm AUX cable we provided into the headphone's 3.5mm jack, and the other end into the device you'd like to listen from.
The headphone will power off automatically once you've plugged the 3.5mm AUX cable in; neither the built-in control buttons nor the microphones will function under this mode. While the ANC function can still be activated when plugged in, we do not reccommend that you use the function because it may negatively affect your listening experience.
If you'd like to adjust volume/track, please do so directly via the device that you're listening from.
We actually have the audio cable with built in microphone available for this headphone, you can check them here:
https://avantree.com/3-5mm-stereo-audio-cord-with-mic-and-volume-control-120cm
https://avantree.com/headset-splitter-cable-for-pc

Please follow the guidance below to install or replace with a new earpad:

To uninstall the earpad, you can directly pull the earpads out from the surrounding plastic housing.
There are a few plastic clips on the inside perimeter which hold the earpads in place.
Just start pulling the earpad from the clips and work your way all around the edge until the whole earpad can be removed.

When install it, you need to re-insert it under the plastic clips in the housing,
position the orientation of the earpad, so it matches the shape of the housing.
Press the earpad edge firmly working your way around the perimeter until the earpad is firmly in place, then you will finish the installing easily as showing in the following photos.
               

Please feel free to contact us at support@avantree.com for any further help.

Proper daily maintenance of the earpads can make them last longer ensuring the best sound, if you are interested in how to use them in a protective way, please refer to the following tips:

1. Keep the earpads in dry condition.
2. Regularly wipe the inside of the earpads with a soft and dried cloth or brush to remove dust, earwax, or oil from your skin.
3. The earpads can be taken off from the headphone for better cleaning.
4. Tools like a cotton swab and small bushes as tooth brushes but with soft hair might be needed.
Please feel free to contact us at support@avantree.com for any help you need.

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

If you still have questions, please feel free to contact us at support@avantree.com.

Have you ever had others on the call complain about the sound quality of your microphone? Here are some troubleshooting steps you can try to fix the issue.

1: Please make sure that you close all other similar apps on your device that might be using your microphone, like Face Time, Zoom, Teams, Discord, etc. Make sure that they are completely CLOSED. Do not use more than one audio or meeting app at the same time. Your system might get confused and lower the microphone quality (Most issues are here).

Please use one meeting app, only one.

2: If you're using a USB dongle: make sure you plug the USB into the computer itself and not an external device such as a monitor. Unplug and plug back in the dongle, and then restart your computer and headphones to make the mic work.

3: If you're connected directly to your device's Bluetooth: go to your device's bluetooth settings, disconnect the headphones from your device, and then connect them together again. Next, power them off and on again to make the mic work.

4: Make Sure your Bluetooth headphones are NOT Multi-Linked. Very often, the intermittent audio cut out issue is due to the Bluetooth headphones being also connected with other devices, e.g. your Cellphone, PC. Please make sure you turn the Bluetooth off on those devices.

If the problem still can not be solved, please feel free to contact our support team at support@avantree.com.

1. Before conducting DFU, please double check to see if the Firmware file name you use matches your Product Model Number/Name.
2. If a cable is needed to conduct the DFU, please make sure you use the gray-tipped data/charging cable instead of black-tipped charging-only cable.

3. Please make sure that the data cable is always well plugged during the DFU, to prevent the device getting stuck in the DFU mode when the cable is not connected well.
4. If the product "freezes" or "stops responding" during/after the DFU, please unplug & plug the charging cable into the product to "reset" it.
5. If it shows failed during the DFU, it might be the software is applied to a wrong product that does not match. In this case, please double check it and make sure the software matches the product model number.
6. Please do confirm with our support team at support@avantree.com before the DFU, in case there are specific limits to do the DFU, such as it is only applicable for some certain lots/batches.

If your headphone is fully charged, but it does not respond, like it will not turn off,  not enter pairing mode, or it shows a solid LED light (sometimes there is no light), it might be the headphone is frozen, please troubleshoot as the following:

PLUG the USB / Type C charging cable DIRECTLY into the headphone charging port, and plug the other side of the cable to a power source for 3-5 sec and then unplug the cable. This should re-activate the headphone system and solve the problem.

If the problem still can not be fixed, please help fill in the following form so that we can help further on it: 
https://avantree.com/rma-verification/headphone-solid-light-not-responding-form

If you have any more questions or need further assistance, feel free to contact us at support@avantree.com

If you've paired and connecetd the Aria Me S with your phone but it's not connecting in the Avantree Audio app, please refer to the following guidances to solve it:

1. From your phone's Bluetooth menu - delete/forget all instances of the Aria Me S;
2. On the headphones - delete all pairing history/reset to factory settings (please see: Guide - Factory Reset / Clear Pairing History);
3. Exit from and force close the Avantree Audio app;
4. Now pair and connect the Aria Me S with your phone again. After connecting please relaunch the Avantree Audio app.

You should be able to connect to the Aria Me S from the app now.

If you're experiencing intermittent Audio Cuts, please try to resolve the issues with the methods below:

Method 1: Made Sure your Bluetooth headphone / speaker is NOT Multi-Linked

Very often, the intermittent audio cuts out issue is due to the Bluetooth headphone / Speakers are also connected with other devices, e.g. your Cellphone, PC. Please make sure you turn the Bluetooth off on those devices. 

Method 2: Clear Pairing History of BOTH devices and pair them again.( Clear Pairing History is NOT turn on/off.)

• Clear Pairing History / Factory Reset the Headphones / Speakers. (Find the instruction under 'Basic & Advanced Features' under each Avantree product Guide. For Non-Avantree items, please google "Product brand model Clear Pairing History")
  
• Clear Pairing History / Factory Reset the Adapter. (same as above)
• Pair them up again. 

Method 3: Clear away any potential Wireless Interference Devices.

Other wireless devices in the vicinity of the transmitter may negatively affect the range. This "source of interference" can be a WiFi router, a TV box, or even just another Bluetooth device.

To solve this issue, simply move either the transmitter or the source of interference away; that ought to clear the problem.

Method 4: Check the Operation range of the other Bluetooth device.

Certain Bluetooth devices have much shorter range; this "feature" is especially obvious on smaller Bluetooth devices like True Wireless Earbuds.

If this is the case, the only real solution is to simply go with another Bluetooth device - one that has a better range.

Method 5: Avoid Physical Objects.

Walls, solid materials, or even human bodies can all become "obstacles" that negatively affect the Bluetooth device's range.

Try clearing the space between your Bluetooth devices, and see if that helps.

If the above is not helpful, please fill the form - Disconnects intermittently/Unstable Connections so we can get in touch and help you to solve the problem. 

This Troubleshooting is for Connecting a Bluetooth device DIRECTLY to your Windows Computer's Built-in Bluetooth.
The Built-in Bluetooth of some old PCs might not work, or not work well, thus, you may not be able to use the direct Bluetooth connection, or have unstable connection, hear choppy sound cutting out intermittently, etc., in this case, please try the following solutions: 

Solution 1.  Reboot your Bluetooth Driver
  1) Right-click the Start button, select Device Manager.
  2) Find “Bluetooth” section,  then Right-click on your device Bluetooth driver and select  “Disable device”.
  3) Restart your PC and repeat the above steps to Enable the Bluetooth driver again   (select  “Enable device”)
  4) Pair your Bluetooth Headphone/Speaker/Receiver with the PC again.


Solution 2. Use an External Bluetooth Driver
This method essentially "Bypasses" your Windows' built-in Bluetooth. Please see our Avantree DG10, DG40S , DG45 or Avantree DG80 for more details or contact us at support@avantree.com.

If you are having difficulty pairing the Aria Me S headphones to your devices, please refer to the methods below to troubleshoot.

Step 1: Is the Aria Me S in Pairing Mode?
It needs to be flashing RED & BLUE. If it's not, it's not in pairing mode.
Hold the power switch at the "Bluetooth" position for 3 seconds to get it into pairing mode.

If you are still unable to pair, continue to Step 2.

Step 2: Reset your device’s Bluetooth.
If the headphones are in pairing mode and you are still unable to locate them under the Bluetooth settings on your device, please try turning off your device’s Bluetooth and turning it back on. If you are still unable to pair, continue to Step 3.

Step 3: Factory Reset your headphones. Press & Hold the "+" and the "-" buttons together for 7 seconds until the LED indicator on the headphone turns PINK. It'll re-enter pairing mode right after the reset.

For any further questions or assistance, please feel free to contact us at  support@avantree.com

Check Point 1: Have you Connected/Paired it Properly?
Check on your device Bluetooth device list, it should say "Connected" on the menu. If not, please try to pair it to your device again.

Check Point 2: Have you been Switching between APPs?
Sometimes when you're listening to music and a call comes in, the Headphones/Speaker can have issues switching back-n-forth... this is a common Bluetooth issue and happens to every Bluetooth Headphone/Speaker. 
Please choose the headphone/speaker again (if applicable) or reboot the headphone/speaker and pair them up again.

Check Point 3: Have you Charged the Headphone/Speaker?
This might seem like a simple solution but when the device is low on battery, a wide variety of issues may occur. Please make sure that it has sufficient battery level.

If you've checked everything above but still no sound, please try the methods below.

Method 1: Try it on a Different Device.
If you have another phone, another laptop etc... try to connect the Headphone/Speaker to it and see if it works on the other device. 
If yes, it's probably something to do with the settings on your original device, please try again.
If no, please contact us for support, you may have a faulty unit.

Method 2 (For Laptops/Computers): Check the Audio Settings.
For Windows, go into Sound Settings and Sound Control Panel. For Mac, go into Sound Preferences.
Make sure that the Headphone/Speaker you'd like to use has been selected as the Audio Output/Input device.
If you're using a Meeting Software such as Skype or Zoom, you may need to go into the app itself and adjust the settings in there as well.

Method 3: Factory Reset.
If none of the methods above work, please factory reset the Headphone/Speaker and pair again. Please remember to delete the Avantree device from the paired Bluetooth device list on our sound source device, before attempting to pair again.

If factory reset still can't get it to work or if you have any more questions or need further assistance, feel free to contact us at support@avantree.com

Updated app launching 1st week of November 2020. Updating the app should solve the issue.

If you encounter any unexpected behavior with the audio customization feature please check if any of the conditions below apply to you.

1) Distorted cracking audio or only one side sound - in testing scenarios, a small number of users have reported experiencing audio distortion, cracking noises or only one side sound when the audio profile is applied. This may happen if your audio profile has extreme variations - for example, if your hearing in the upper frequencies is zero (i.e. cannot hear anything) but in the lower frequencies your hearing is almost perfect (i.e. can hear everything) - as shown in the pictures below:

                                                      

In this case, please confirm the issue is only due to the audio customization feature by turning it OFF (press and hold the headphone PLAY/PAUSE button for 2 seconds to toggle audio customization ON/OFF) and test. If it is indeed due to the audio customization then unfortunately this means our algorithm cannot handle the wide variations present in your profile and is “over-compensating” beyond the capability of the hardware. We don’t have a good solution as of the time of this writing but we are actively working on a way to fix this. In the meantime the best we can do is suggest a temporary “workaround”.
Please try to redo the hearing test but this time, for the high frequencies which you previously could hear nothing (or very little) - please adjust the volume knob and leave it 10-20% purple - in effect, ‘pretend’ that you can hear some of those frequencies. For the other frequencies please test them normally. Complete the test, then save your profile to the headphones.
This new profile (as below) should now be able to compensate 80-90% accurately without distortion.

                                                      

Once again we understand this is not ideal and we’re working on a fix.

2) Inaccurate hearing test results
When performing the test please ensure you are in a very quiet environment so you can record your results accurately.

3) Using an incorrect audio profile? 
In the Avantree Audio app, please check you are using your own (and not another user's) audio profile, and that it's uploaded correctly. You can check this by accessing the menu (top left 3-horizontal lines 'hamburger' button) and selecting MY AUDIO PROFILES. From there, select the correct profile and press APPLY.

4) Please ensure the audio customization is ON
Press and hold the headphone’s PLAY/PAUSE button for 2 seconds until you hear the voice prompt "Customization ON".


If the issue persists please contact us at support@avantree.com

Unfortunately, the buttons on the Headphones CANNOT be used to pick up phone calls or mute on your Computer. 

However, if your headphone is connected to your phone and you're using Skype or Zoom on your phone, the buttons will work properly.

This is a general issue among Bluetooth headsets; our engineers are working hard to find a solution that can work around this issue.

When you'd like to MUTE the Microphone however, most of our Bluetooth headsets have independent physical Microphone Mute buttons on the Detachable Microphone.

Headsets that have the physical mute button: Aria (AS90), Aria Pro (AS90P), Aria Podio (AS90T), Aria Me (AS90TA), Audition Mic (AS9M), DG59M, C519M.

If you still have questions, please feel free to contact us at support@avantree.com.

These are the cleaning products we recommend for use on our headphones.

Disinfecting Wipes
https://www.amazon.com/dp/B08BKR9YT6

If you are using over-ear headphones, you can also get washable headphone covers for easy cleaning.
https://www.amazon.com/dp/B07BP4PCVY

Please choose the correct guide according to your PC's operational system

Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.

Before conducting the DFU, please read the Avantree Product DFU General Troubleshooting Notes

Disclaimer: Please contact Avantree Support BEFORE upgrading. Be aware that if you upgrade without prior consultation with Avantree technical support and the product dead due to DFU misoperation, the warranty is not covered.

File: Aria Me (AS90TA) Dfu Profile Rename to AriaMe90TA 

File: Aria Me (AS90TA) Dfu Profile To V1p38p2

File: AS90TA_notresponding_DfuToV1p39

File: AS90TA_latest_DfuToV1p40p1

To perform the device firmware upgrade (DFU) on macOS, please refer to this link:
Step-by-Step Device Firmware Update (DFU) Guide for macOS.
(Please refer to the Step 2 below for Windows devices to see how to enter DFU mode)

For Windows devices, please refer to the following steps:
Step 1: Device Firmware Upgrade (DFU) File
Download the DFU file below the table states the function that you need, taking note of where you save it - you'll need it later. Right-click then select 'open in new tab' if you can not download it click directly

Step 2: Enter Headphones into DFU Mode?
Ensure the headphones are OFF, then use a USB data cable (Avantree USB cable with gray tip) to connect the headphones to a Windows PC. To avoid permanent damage, please do not unplug the headphones during the DFU procedure.

Then press both + and - for 7 seconds to enter the headphones into “DFU mode.” A notification may pop-up on your Windows PC, notifying you that a new device has been connected via USB.                               

Alternatively (if there's no pop-up) you can also confirm the device's DFU status by checking USB devices in your computer's Device Manager. The headphones will appear as - CSR BlueCore in DFU mode.

Step 3: Download & Install CSR Bluesuite to Perform DFU
Step-by-Step Bluetooth Device Firmware Update (DFU) Guide with Windows PC

Please feel free to contact support@avantree.com with any further questions about this product or the above DFU procedure.

Your pacemaker is designed to work properly around most appliances and tools. However, electromagnetic interference (EMI) from headphones and earbuds may affect how your pacemaker works. These effects are usually temporary. Still, we recommend following these guidelines to stay safe.

Anything that transmits Bluetooth or with a magnet inside cannot be used closer than 6'' (15 cm) to a pacemaker. All of our Headphones, Speakers, and Earbuds, as well as all of our Bluetooth products fall under this category, and must not be placed very close to your pacemaker. Normal usage of our headphones and earbuds - wearing them in or over your ears - is completely safe.

The Takeaway: It’s safe to use headphones and earbuds with your pacemaker, but you should not drape them around your neck or store them in a breast or other shirt pocket - as that would put them too close to your pacemaker. Normal usage should bear no problems.

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

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.

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.

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.

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.

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