Aria 8090T Product Support

Once you conected the headphones with the dongle, please also check/verify the Sound Setting on your Audio Source to get sound:

Box Content:

1. Aria 90T wireless headphone x 1

2. DG80 USB dongle x 1

3. Detachable boom microphone x 1

4. Charging Stand x 1

5. Hard travel case x 1

6. Charging cable x 1

7. AUX audio cable x1

Product Overview:

❶Phone Button                                       ❿Status Indicator LED

❷Microphone Button                               ⓫Stand Power Port 

❸ANC Button                                          ⓬Mute Button 

❹ANC indicator                                       ⓭Stand Power Port

❺Audio port                                            ⓮Charging Pins

❻Volume Up Button                                ⓯Charging Light 

❼Play / Pause Button                             ⓰Multifunction Button

❽Volume Down Button                           ⓱LED Status Indicator

❾Power Switch 

Headphones Function Table: 

Dongle Function Table:

LED Indicator Table:

• Charging methods:
  1.Using the Charging Cable: Insert provided USB / Type C cable
  2. Using the Desktop Charging Stand:
  Step 1): Make sure the stand is plugged in.
  You must plug the desktop charging stand in with the provided micro USB cable. The port is on the backside of the stand.
  Step 2): Insert the headphones.
  Place the headphones on the stand as directed in the image below. Make sure that the charging pins are firmly inserted into the port entirely.
  The LED indicator on the charging stand will remain WHITEwhile charging and turn to GREEN when charging is complete.   
    
• 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 /0.5-2A
• 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 the middle position
• Power Off Manually: Slide the power switch to the power icon side
• 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. 
  
  

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.

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.

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.

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

                     

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

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.

I can't adjust the volume on the headphones. What should I do?

1. Try tapping the volume buttons (+/-) a few times - sometimes it takes multiple increments before you'll hear a change.
2. If you're listening on a Macbook, there's a known issue where adjusting the volume to 0% using your headphone's volume controls will temporarily render these controls useless. You'll need to adjust the volume on your Macbook itself in order to re-enable the headphone's volume controls. 

If neither of these options are applicable to you, please fill out this form so we can personally assist you.

I can't adjust the volume on the headphones. What should I do?

1. Try tapping the volume buttons (+/-) a few times - sometimes it takes multiple increments before you'll hear a change.
2. If you're listening on a Macbook, there's a known issue where adjusting the volume to 0% using your headphone's volume controls will temporarily render these controls useless. You'll need to adjust the volume on your Macbook itself in order to re-enable the headphone's volume controls. 

If neither of these options are applicable to you, please fill out this form so we can personally assist you.

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]

Before you start, please ensure your boom microphone is NOT muted.
RED dot = muted / No RED dot = unmuted.



If the Microphone does not work well, please start with a diagnostic test with your cellphone first. If it works well with your cellphone, but not with computer, it might be a driver or settings issue. Please continue troubleshooting:

Step 1: Check if the headphone is connected via both voice and music.
Go into your Bluetooth menu and see if it shows connected both "voice" and "music", if you can not see "voice", you might not be able to use the microphone, please delete the paired history on your computer, reset the headphone and try to pair them again.

Step 2: Check your computer sound settings.
Visit your Sound Settings tab and make sure the Avantree headphone is chosen as the input and output device:

Step 3: Check the meeting Software Sound / Audio Settings.
If you're using a meeting software such as Skype or Zoom, please also check the Audio & Video Settings within the software and make sure the Microphone input device and the Speaker out device are choosen as the Avantree headphone:


Important Tip: Please make sure that you closed all other similar apps that might be using your microphone, like Face Time. 

Here are some more troubleshooting steps you can try to fix the issue:

• Make sure ALL other audio APPS are completely CLOSED. Do not use more than one AUDIO APP at the same time. Your Windows system might get confused (Most issues are here). 
• If you are using more than one monitor, make sure you plug the USB into the DOCK rather than into one of the monitors. 
• Make sure you turn off any other devices that previously paired and connected with your headphones via Bluetooth. 
• Try to RESTART your computer and try again in case the computer's input / output audio settings got confused. 

The following links can also be helpful if you have similar situation:
- The microphone stops working randomly. Please go to this link;
- The connection is not available or unstable that you hear noise or your voice is cutting out and sound quality is bad on a call, please go to this link.

If you use Avantree DG80 with Avantree Aria me, please upgrade the firmware of DG80 first to get the mic work.

Note: If you are having trouble with your Bluetooth Headphones' Microphone while connected via 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.

If problem still can not be solved, please feel free to contact our support team at support@avantree.com. We will help to fix this.

You can also choose to fill this Mic not working issue RMA form to let us help further on it if a phone call or Zoom meeting is not convenient:
RMA Verification Form - Microphone Not Working Well

The USB adapter(DG60/DG80 or leaf) is a USB audio transmitter for streaming digital audio (USB audio and Bluetooth audio), as a result it cannot be used to directly adjust the volume. When the Device volume is adjusted on the PC, the USB adapter will PASS this command to the receiving Bluetooth device. If the receiving device doesn't accept this command from the PC for any reason, then this can also cause volume control issues.

In this case, please try adjusting the volume from the playback apps. e.g. YouTube on Chrome as shown below.


Or you could adjust the volume on your bluetooth headphones/speaker.

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

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’ve connected your Bluetooth headset to your computer for conversation/meeting use, but constantly encounter issues like the microphone stops working randomly or regularly, and you will need to pair it with your computer or power it off and on again to make them work:

The issue may be caused by your computer’s built-in Bluetooth driver and may be unsolvable no matter what brand of Bluetooth headset you use.
However, we do have a temporary solution: Bypass the Bluetooth driver by using a USB Bluetooth Audio Adapter Dongle.

With it, you’ll be able to use the headsets without having to touch the built-in Bluetooth.

These adapter dongles range from $30-$50, depending on the features. They can be found on our website Avantree.com or on Amazon.

In the meantime, you may also want to try updating your Bluetooth driver and see if that solves some of the issues.

For Win7 :
https://www.drivers.com/update_windows_7_bluetooth_drivers/

For Win10:
https://www.thewindowsclub.com/how-to-update-bluetooth-drivers-in-windows-10


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

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

If your Bluetooth device (headphones, speakers, etc.) cut out frequently or if you can hear static noise when using it with the Adapter, please refer to the methods below to troubleshoot.

Method 1: Make sure your Headphone/Speaker is charged & NOT connected to multiple devices.

Low battery levels may cause the sound to cut out. Please make sure that you've properly charged your device. Also please make sure all previously paired devices are Bluetooth-OFF to avoid interferences. 

Method 2: Unplug the Adapter and try again.

Power off your Bluetooth device and unplug the Adapter from your device. Soft reset often solves a lot of issues instantly.

Method 3: Factory Reset / Clear the pairing history of both devices. 

Factory reset both the Adapter and your Headphone/Speaker, pair them up again.

Method 4: Avoid Physical Obstables.

The Bluetooth signal can be affected by obstacles between the Bluetooth device and your device. Please try to keep the space between your device and the Adapter clear to avoid a shaky Bluetooth connection.

Method 5: Test to see if the audio cut is caused by your internet speed.

If you experience audio cuts when watching on an online source, please test the Leaf with local source and see if the range issue still exists. If not, the cause of the issue could be internet speed related. 

Method 6: Poorly shielded USB 3.0 ports (Blue Color USB) cause radio interference (!!!)

If you use USB 3.0 port (Blue color USB port), please try to use USB2.0 port (Black color USB Port). Refer to "https://www.intel.com/content/dam/www/public/us/en/documents/white-papers/usb3-frequency-interference-paper.pdf"

If this still doesn't solve your issue, please 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

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.

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

Please note that after upgrading, the dual link feature with the cell phone may not function.

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.

Step 1: Device Firmware Upgrade (DFU) File
Please download the upgrade firmware file to your computer noting the saving path. Please note you can not open this file directly, just to save and choose when you upgrade.
File: AS90T-8090_DfuToV2p1  (Note that you need to unzip it)

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.” The LED indicator on the headphones will turn PINK. A notification may pop-up on your Windows PC, notifying you that a new device has been connected via USB.  On some PCs it might not pop up, but the headphone is in DFU mode already, you can try to proceed to the next step directly.

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
Please follow the steps in How to Conduct Firmware Update (DFU) (right-click then select 'open in new tab')

Step 4: For the Dongle

File: AS90T-8090_DfuToDongle  

To enter the DFU mode: Plug the dongle into USB port and not connecting to any headphones, press&hold the MFB for 12 seconds until the light dims out. Do the Step 3 part again for the Dongle.

Step 5: Reconnect and Lock Dongle and Headphones. 

1. Turn headphones back on. Will enter pairing mode automatically after DFU. (LED on headphones will flash red and blue alternately)

2. Put the DG80 into Pairing Mode by pressing and holding the MFB until the Blue LED starts to flash rapidly.

Wait for a few seconds for them to connect with each other. 

3. Double click the MFB on the dongle to LOCK the dongle and headphones. LED will flash BLUE 5 times quickly on the dongle, indicating that the devices are locked.

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

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.

Step 1: Device Firmware Upgrade (DFU) File
Please download the upgrade firmware file to your computer noting the saving path. Please note you can not open this file directly, just to save and choose when you upgrade.
File: AS90T-8090_DfuToV3p3  

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.” The LED indicator on the headphones will turn PINK. A notification may pop-up on your Windows PC, notifying you that a new device has been connected via USB.  On some PCs it might not pop up, but the headphone is in DFU mode already, you can try to proceed to the next step directly.

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
Please follow the steps in How to Conduct Firmware Update (DFU) (right-click then select 'open in new tab')

Step 4: Reconnect and Lock Dongle and Headphones. 

1. Turn headphones back on. Will enter pairing mode automatically after DFU. (LED on headphones will flash red and blue alternately)

2. Put the DG80 into Pairing Mode by pressing and holding the MFB until the Blue LED starts to flash rapidly.

Wait for a few seconds for them to connect with each other. 

3. Double click the MFB on the dongle to LOCK the dongle and headphones. LED will flash BLUE 5 times quickly on the dongle, indicating that the devices are locked.

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.

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.

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

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.

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 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

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.

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.