HT3189 Product Support

By now, your transmitter should be connected to your TV / Audio source (Part 1).

Your headphones and transmitter are paired and connected (Part 2).

This Step 3 is to make sure the compatible audio signal is received by the transmitter.

If you are using RCA or AUX connection, you need to adjust TV Sound OUT to 'Headset' or "External speaker". 

Image 1- 3.5mm AUX jack

Image 2- TV RCA audio out(Red/White ports labeled "AUDIO OUT ")

Image 3- TV sound out settings with "Headset" or "External speaker" selected

or

If you are using an Optical or HDMI ARC connetion, you need to:

1. Set TV Sound OUT to "Optical / Digital Audio Out/HDMI ARC."

2. Set Audio Input & Output format to PCM/Stereo (except for Avantree Orbit).

Image 4- TV digital audio out port

Image 5- TV sound settings - optical out

Image 6- TV sound settings - HDMI ARC Out

 Image 7- Set TV audio format to PCM

Please click into your TV brand below and follow the instruction Step-by-step.

* If your TV brand is not listed below, you can do the following

1. check TV manual or google its manual online and find its Audio output port options

2. email support@avantree.com with the picture of your TV back panel ports so we can help. 

Note 3.1 If you are using smart TV's HDMI ARC port, and your Sound output option HDMI ARC / Optical is ONE option, then your optical output will not work with HDMI ARC plugged in.

Fix - use other HDMI port, not the HDMI ARC. 

Note 3.2 If your TV is very OLD and you use Roku, Fire Stick etc. for Netflix, Amazon Prime movies, TV optical port might not be compatible with latest movie audio format and hence no sound for those. (very rare)

Other General Troubleshooting Tips if No Sound after the following set up

RCA / AUX - Plug in a wired headphone to test the sound output. If you cannot hear any sound, then either you are using the wrong port or TV Sound out set wrong. 

Optical

1) OPT is lit up SOLID? 

2) Optical port & optical cable has red light inside?

If the problem persists after all the troubleshooting above, please fill the Toubleshooting Form for No sound/Not working for us to identify the issue faster and solve the problem as soon as we can-

https://avantree.com/troubleshooting-verification/transmitter-tv-headphone-set-no-sound-form

Here are a few typical set ups for your reference:

Reference Connection 1  Use the AVR's Phones Output

AV Receiver Headphone port <- 6.35mm-3.5mm adapter + 3.5mm/AUX cable -> [Avantree Transmitter] AUX in from TV port ...... Headphones 

Pros: 

1. Easy to set up

2. No need to adjust the TV's audio format

3. Listen to all audio through the AV receiver / Sound bar, not just the TV program

Cons: 

Mutes the AVR speakers

Reference Connection 2 Use Optical Cable to connect the TV and AVR (Passthrough Function of Avantree Transmitter)

TV optical / digital out <- optical cable -> [Avantree Transmitter] Optical in from TV (Black) | Optical out to speaker port (Gray) <- optical cable -> Soundbar / AV receiver optical in 

Pros: 

1. Both the speakers and wireless headphones will have sound

2. Supports audio from all TV programs

Cons: 

1. Not all Avantree transmitters can do this; the ones that have this feature so far: Oasis Plus , HT5009, HT5006, Orbit , Opera , Medley Clear, Duet, & Quartet

2. Need to set the Audio format on the TV to PCM except when using with the Orbit. As a result, you can't get surround sound through the AVR speaker.

Reference Connection 3 Find an audio output on the AVR which can work with your soundbar at the same time such as the Zone 2 RCA output port (analog audio out) or the Zone 2 HDMI output (digital audio out).
In order to ensure that the Zone 2 port works, please check the manual of the AVR for how to set up Zone 2 first.




For RCA output port(Analog audio out port), please make sure its output power fits our transmitters' AUX input requirements:

1. Max input level: 2000 Vrms 

2. Input impedance < 64Ω

If you're not sure, please check with your AVR's manufacturer, or you can try to plug a pair of wired headphones into the RCA port. If you can get sound through the wired headphones as normal, then the RCA port will work with our transmitter. 

For Zone 2 HDMI output (digital audio out), you will need an additional HDMI converter to connect with the Zone 2 HDMI port.  https://avantree.com/hdmi-audio-extractor-converter-hax04

Pros: 

Keep Surround Sound 7.1 / 5.1 to your speakers with the Avantree Transmitter and TV headphones working at the same time 

Cons: 

May need to get an extra HDMI Audio Extractor 

Not every AVR has these ports in the back

If none of the above reference designs work for you, or you have other suggestions, we love to hear from you. Please email to support@avantree.com

Television, AV Receiver, Non-Bluetooth Laptop/Computer

HT3189 supports AUX/3.5mm headphone or RCA ported TVs out-of-the box. For TVs with other outputs, you have the following options:

TV only has DIGITAL AUDIO OUT (OPTICAL/COAXIAL)

Option 1. Get a Digital Analog Converter, e.g. Avantree DAC02, to convert your digital signal to analog. As a HT3189 customer, you are entitled to a 20% discount on this item. Pls email support@avantree.com with your HT3189 order number to get the discount code for Amazon:

Option 2. You may return the HT3189 and get the Avantree HT4189 which supports optical.

Avantree Bluetooth Headphones that came with the set (including Opera 6190, HT5009, HT5006, HT4189, HT41899, HT4186, HT41866, Ensemble) can be used independently as a regular Bluetooth headphone.

All Avantree TV headphone and transmitter sets come "FACTORY LOCKED". This means that as soon as they are turned on, they prioritize connecting with each other. They will automatically re-connect with each other rather than with any other previously paired devices.

With that in mind, here's how to use the headphones with another Bluetooth device.

1st Time Use:

Step 1. TURN OFF TV & Other Close-by Wifi Devices to avoid interferences. Turn OFF the Bluetooth Transmitter.

Step 2.Enter the AS9S Headphones into BLUETOOTH PAIRING MODE.

Please make sure that the headphone has been turned OFF. While it's OFF, Press & Hold the Multi-Function Button (the middle button, between + and -) until the LED flashes RED & BLUE alternately. You should also hear a "Pairing" voice prompt from the headphones.

If your AS9S over-ear headphones are Batch T22B1 or after, slide the power switch to the Bluetooth Pairing position and hold it there until the LED flashes RED & BLUE alternately. You should also hear a "Pairing" voice prompt from the headphones.

Power switch on newer batches:

Step 3: Turn on Bluetooth on your Mobile Device. Search & Select the headphones to connect.

The headphones should show up as "Avantree AS9S".

Once connected, the headphone LED light turns SOLID BLUE. It announce "Connected, Ready for Use."

Reconnecting:

For subsequent uses, simply select "Avantree AS9S" in your mobile device's Bluetooth settings, and the headphones will reconnect. Please ensure that your transmitter dock is turned OFF before doing so.

If you're still encountering trouble doing this, please feel free to email us at support@avantree.com.

Step 1: Connect your trasmitter to a power source, and flip the power switch to ON.

Step 2: Power up the headphones that came with the HT3189 set.

You'll see the BLUE LED light turn on. Give it a few seconds, it'll automatically connect with the transmitter. Once connected, both the LED indicator on the headphone and the LED indicator on the transmitter will turn SOLID BLUE.

Step 3: Press & Hold the Multi-Function Button on the transmitter (the large round button) for 5 seconds to get the transmitter into PAIRING MODE again.

You'll see the LED indicator on the transmitter flashing RED & BLUE.

Step 4: Get your 2nd pair of headphones into Bluetooth Pairing Mode.

Please refer to your 2nd headphone's user manual if you're not sure how. You may also Google it; your headphone's manufacturer should have detailed instructions available for you online.

Please refer to THIS LINK for some of the most popular brands/products.

Step 5: With both devices in pairing mode, keep them close to each other and give them a few seconds.

The LED indicator on the transmitter will either turn SOLID BLUE (for LOT numbers after T18D1) or start DOUBLE-FLASHING BLUE (for LOT numbers before T18D1.)

Reconnecting during Future Use:

• Turn on the 2nd pair of headphones.
• Turn on the transmitter, wait for the two to connect.
• Once the 2nd pair of headphones have connected, turn on the 1st pair of headphones (the pair that came with the HT3189 set.)
• Give them a few seconds, they should automatically reconnect, and you'd be good to go!

And now you are good to go! If you're still having trouble, please don't hesitate to contact us at support@avantree.com.

LED indicators of Priva III

Status	LEDs Indication
1. Power on	BLUE LED is on for 1 second
2. Power off	RED LED is on for 1 second
3. Pairing	RED and BLUE LED flash alternately
4. Connected with AS9S	4.1 Before Lot T18D1:BLUE LED flashes twice per 5 seconds
	4.2 Lot T18D1 & After: Solid BLUE
5. Standby	BLUE LED flashes once per 2 seconds

 LED indicators & voice prompts of AS9S

Status	LEDs Indication		Voice Prompt
6. Power on	BLUE LED is on for 1 second		'Welcome to Avantree'
7. Power off	RED LED is on for 2 seconds		Good bye
8. Pairing	RED and BLUE LED flashes alternately		'Pairing'
9. Connected with Priva III	9.1 Before Lot T18D1: BLUELED flashes twice per 5 seconds		'Connected'
	9.2 Lot T18D1 & After: SOLID BLUE
10. Standby	BLUE LED flashes once per 2 seconds		N/A
11. Charging	Solid RED LED		N/A
12. Charging complete	RED LED off		N/A
13. Low battery	13.1 Connected, RED LED flashes twice per 5 seconds		'Low battery'
	13.2 Disconnected, RED LED flashes once per 2 seconds

The HT3189 set consists of 2 parts: The Priva III Trasmitter, and the AS9S Headphones. Each needs to be resetted separately.

To Reset the Priva III Transmitter

Step 1: Make sure that the transmitter is powered ON.

Step 2: Get the transmitter into BLUETOOH PAIRING MODE.

Press & Hold the Multi-Function Button for about 5 seconds until the LED indicator starts flashing RED & BLUE.

Step 3: Press & Hold the Multi-Function Button for 5 seconds AGAIN.

You'll see the BLUE LED light up for about 2 seconds, indicating a successful reset. The transmitter will then automatically enter Bluetooth Pairing Mode, as indicated by the LED flashing RED & BLUE.

To Reset the AS9S Headphones

Step 1: Make sure that the Headphone has been turned ON.

Step 2: Press & Hold the "+" and "-" Buttons Together.

Release your fingers when you see the LED indicator turn PINK. The headphones will then enter pairing mode again, indicating a successful reset.

Can't get sound when using TV Box or Cable Box or Video apps? (Applies to Roku TV, Amazon Fire TV, Apple TV, Netflix, Amazon Prime Video, Google Chromecast, Nvidia Shield, DirecTV, Xfinity TV, AT&T U-verse, Dish Network and more) Please click your device below and check the settings step by step.

If the problem persists after all the troubleshooting below, please contact us via support@avantree.com

We have found that Sennheiser's HD-350BT, HD450BT, and CX350BT seem to have connectivity issues with our Trasmitter Adapters.
Common complaints include:

• Hard to reconnect
• Connects but takes a while for sound to come through
• Transmitter shows it's connected via LL but there's still significant audio lag
• Cracking noise

Our testing results have shown that the connectivity issues and the audio lag issue often disappear after a few reconnections.

Nonetheless, other customers have contacted Sennheiser about this, and Sennheiser have admitted that they have some firmware issues (further confirmed on the three headphones' Amazon reviews).

If you encounter issues mentioned above, please also contact Sennheiser's customer support and let them know.

Sennheiser US Technical Support: 1 (952) 392-2132
Sennheiser Support Center:  https://en-us.sennheiser.com/service-support

This is particularly an issue when you're using the Digital Optical Audio output port for the Transmitter Adapter.

Nowadays, most movies & TV shows have Dolby Digital Sound - Generally speaking, Bluetooth technology can only handle stereo sound and not Dolby, DTS, etc (except for our Orbit/TC580).

Here's the fix: 

1. Open Netflix/Prime on the TV first (VERY IMPORTANT)

Netflix

Prime

2. Get your TV remote and press Settings to go to Settings (while in Netflix/Prime)

Netflix

Prime

3. Set your Audio Output to PCM. Here's how to do it with Samsung TV as an example. Go to Sound >> Expert Settings >> Digital Out Audio Format >> PCM

Netflix

Prime

4. Close the Settings and check if you can hear sound on Netflix or Prime Video.

If the problem persists after all the troubleshooting above, please fill the Toubleshooting Form for No sound/Not working for us to identify the issue faster and solve the problem as soon as we can-

https://avantree.com/troubleshooting-verification/transmitter-tv-headphone-set-no-sound-form

If there is  no sound when you connect the transmitter with your Sony TV via optical cable, please go to the settings of your TV using your Sony TV remote:

1. Press the (Quick Settings) button on the remote control, then select [Settings] — [Display & Sound] — [Audio output] — [Speakers] — [Audio system].

2. If the audio system is not compatible with Dolby Digital or DTS, set [Settings] — [Display & Sound] — [Audio output] — [Digital audio out] to [PCM].

3. Check if the [Digital audio out volume] setting of the TV is at maximum.
Press the (Quick Settings) button on the remote control, then select:
[Settings] — [Display & Sound] — [Audio output] — [Digital audio out volume]

If you cannot adjust the volume of the headpones, you can try the following:

1. Firm click the outer side of the (+/-) buttons on the headphone instead of the middle button. Do not long press or do not hold down.


2. It may take multiple quick taps of the (+/-) buttons to hear the volume change.

3. (Often!) Due to a one-off Bluetooth connection error. Fix by pairing & connecting the headphone with your cellphone first and then use with the transmitter again 
1) Turn off the headphones and the transmitter
2) Pair the headphones with your cellphone and adjust volume - 
Please make sure that the headphone has been turned OFF. While it's OFF, Press & Hold the Multi-Function Button (the middle button, between + and -) until the LED flashes RED & BLUE alternately. You should also hear a "Pairing" voice prompt from the headphones. Then turn on Bluetooth on your Mobile Device. Search & Select the headphones to connect.
                                           

The headphones may show up as HT3189, HT4189, HT5009, DG59, or simply AS9S, depending on the product you have.
3) Turn bluetooth off from cellphone and use it with the transmitter again.

Note: Starting from batch T23H2, both clicking or holding the volume button will adjust the volume.

If still no luck, please fill this Verification Form so we can help you further.

If you have something plugged into the HDMI port on your TV, please check and see if the port you're using is a HDMI ARC port. For most TVs, when something is plugged into the ARC port, its other audio output ports will automatically be muted. Please switch to another HDMI port.

IF you have a sound bar or AVR that's using ARC, please consider switching to Digital Optical instead.

All set up but can't hear anything through your headphones?

Please follow the troubleshooting steps below:

Step 1: Check the LED Indicator on your transmitter, is it SOLID BLUE and not flashing?

• If YES - Awesome! Proceed to Step 2!
• If NO - Your headphone has not been connected with the transmitter, please connect them. Refer to THIS ARTICLE if you're not sure how.
  
  

Step 2: Turn off your headphones. Did the LED Indicator on the transmitter dim out?

• If YES - Nice! That means your headphone has been properly connected to the transmitter and not something else. Please proceed to Step 3!
• If NO - Looks like one of your devices has paired with something else... Please factory reset both of them. Refer to THIS ARTICLE if you're not sure how to reset.
  
  

Step 3: Has the transmitter been properly connected to your TV / AV Receiver / Computer? Double check with the articles below.

• Connect to a TV
• Connect to an AV Receiver
• Connect to a Windows Computer

Step 4: Turn off the transmitter, and turn it back on.

If all set up and connection are corrctly made yet there is no sound, please turn off the transmitter, and then turn it back on again. 

Step 5: IF your answers have all been YES so far yet there's no sound, it's time to call your TV manufacturer! Not sure what to ask them? Don't worry, we've got your back! please see below:

If you're using AUX (3.5mm) connection: How can I make the TV audio come out through headphones?

If you're using RCA (red/white) connection: How can I set my audio out to "external speakers?"

If you're still encountering issues, please email us at support@avantree.com, we'll have someone assist you as soon as possible.

NOTE: If you're using your own headphones/speakers (anything other than the headphones that came with the set,) please refer to THIS ARTICLE and/or THIS ARTICLE for help.

The headphones and the transmitter in the HT3189 set are "factory locked." This means that they should automatically connect with each other right out of the box (with both devices turned on, of course.)

If they don't, please follow the steps below to troubleshoot.

Step 1: Manually Reconnecting them.

With both the headphones and the transmitter turned on, gently tap the Multi-Function Button on the transmitter. This should reconnect the devices; if not, turn to the headphones, and give the Multi-Function Button (the middle button) a gentle tap as well.

When the devices have successfully reconnected, the LED indicator on the headphones and LED indicator on the transmitter should BOTH turn SOLID BLUE.

If this still doesn't work, proceed to Step 2.

Step 2: Get the Headphones into Pairing Mode.

• Make sure that the headphones have been turned OFF.
• Press & Hold the Multi-Function Button (the middle button) on the headphones until you see its LED indicator flashing RED & BLUE.
• Keep it close to the transmitter (transmitter needs to be turned ON,) and give it a few seconds. They should connect to each other fairly quickly. You'll see the LED indicator on the headphones and the LED indicator on the transmitter both turn SOLID BLUE.
• 

If this still can't make them reconnect, proceed to Step 3.

Step 3: Factory Reset both the Headphones & the Transmitter.

• Please take a look at THIS ARTICLE if you're not sure how to reset the headphones and/or the transmitter.
• Once both devices have been resetted, they will automatically enter Bluetooth Pairing Mode, as indicated by the RED & BLUE flashing LED indicator on both.
• With both in pairing mode, keep them close to each other. The LED indicators will both turn SOLID BLUE once they've successfully connected.
  
  

Step 4: Lock them together again.

Double-click the MFB (big round) button on the transmitter, the LED indicator on it will show SOLID BLUE for a couple seconds, and you'll be good to go!

If you're still having issues, please email us at support@avantree.com for professional assistance.

No, there is no AC adapter in the box. The reasons are:

1. It is recommended to power the Avantree TV Transmitter from your TV USB, so it will be on / off with TV easily;

2. Most people have many AC adapters from cellphone and others. For environmentally friendly consideration, we will not include an un-necessary accessory.

3. FREE AC adapters can be provided upon request within first 30 days of purchase for product over 50 dollars.

The compatible power adapter needs to be with output of 5V 500mA - 2A.

Extra AC adapter can also be purchased here - https://avantree.com/usb-charger

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

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.

Here are a few things you'd want to know about Bluetooth...

1. Bluetooth by nature is a short-range wireless technology.

Bluetooth was initially made specifically for wireless headsets hence its “range” was never meant to be anything more than the length of a typical backyard.

2. Bluetooth Signals are easily interfered with.

Much like almost any other modern wireless technology, Bluetooth signals can be negatively affected by things like walls, floors, other wireless devices, or even a human body.

If you want a better range & less interference, try to stay clear of the things mentioned above.

3. There are two types of Bluetooth.

In short, they are “Class 1” and “Class 2.”  Class 1 has better range (100m/300ft) but drains your battery faster, whereas Class 2 has a shorter range (10m/30ft) but is more efficient when it comes to battery usage.  

4. The “Actual Range” depends on a lot of things.

Things that can affect the range: Bluetooth version, Bluetooth type, Bluetooth profile, Brand & make, where you’re using it, what’s around you… etc and many more. Getting a bad range doesn’t necessarily mean your device is bad; try it elsewhere before you give it a conclusion.

5. The “Transmitter” and the “Receiver.”

Every Bluetooth connection consists of a “transmitter” and a “receiver.” The “transmitter” sends the signals to the “receiver.” In a typical Bluetooth headphone connection, your phone is the transmitter and the headphone is the receiver.

There are cases where one device can do both, but it is unlikely that they’ll be able to do both at the same time.

Here are some examples:

• Transmitters: Phone, Computer (can sometimes use as receiver), TV.
• Receiver: Headphones, Speaker

The HT3189 is Compatible with...

• ANY Television that supports AUX (3.5mm) OUT, or RCA (RED / WHITE) AUDIO OUT.
• ANY AV Receiver that supports AUX (3.5mm) OUT, or one that has a PHONES port.
• ANY Bluetooth Headphone / Speaker.
• ANY Laptop / Computer with an AUX (3.5mm) Port.
  
  

For more questions, please email us at support@avantree.com.

Many Avantree products have incorporated the latest "aptx low latency" codec technology, for superior stereo quality sound without any noticeable delay (known as latency).

• What is aptX Low Latency - https://www.aptx.com/aptx-low-latency
• Certified aptX Low Latency device list - https://www.aptx.com/products?field_aptx_type_tid=484

* Important note*

To take advantage of the better performance of aptX Low Latency codec, the other side Bluetooth device must support the same codec. If the other side device only supports the normal aptX codec, or the SBC one, these codecs will be used instead.       

How about the audio delay when use different wireless audio codec?

Note: The latency for FastStream is almost the same as aptX Low Latency, but the audio quality of aptX Low Latency is better.

Related FAQ >

• What Avantree products support aptX Low Latency and aptX HD?
• Bluetooth Audio Delay Experiment Video - aptX Low Latency vs others

Big headphone set


Small headphone set

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.

If you have the problem of being redirected to the wrong store and unable to place an order when you visit avantree.com, the first thing you can try is to switch to another web browser. If that does not work, here are two methods for you to solve the issue.

Method 1. Visit our site in an Incognito window of your browser. We will take Google Chrome as an example to show you how to open an Incognito window.

Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu, then choose the "New Incognito Window" option.

Step2. Type the Avantree website address into the Incognito window to visit our site. Now you should be able to see our store!

Method 2: Clear your browser's cookies. We will use Google Chrome as an example to show you how to find and clear browsing data (cookies). Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu. Choose "History", and another menu will appear to the side. Then click "History" on the left.

Step2. Click "Clear browsing data" on the left menu, then select the time range, and make sure all the boxes are checked. Lastly, click "Clear data" to submit. Now you should be able to see our store!

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