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Here are some of the most commonly asked questions from our customers.
For more details or model specific information, please visit our support center or email us at support@audeze.comĀ
We hope you love your new Audeze headphones, but if you don't, we offer a 30-day return policy with no penalty (assuming nothing is missing or damaged). The customer is responsible for return freight to Audeze, using a shipping method with tracking. We don't refund shipping costs or import duties/taxes. If you decide you need to return your headphones, contact us at support@audeze.com before the end of the 30-day period after delivery and we'll assist with shipping information.
For our LCD, CRBN and MM-500 headphones, we cover 3 years for the drivers and 1 year for the rest of the parts, and this begins from the original date of purchase. Warranty on our gaming headphones (excluding the LCD-GX), FILTER speakerphone, and MM-100 is one year for all parts. This is for factory defect only, not wear and tear or cosmetic damage from use. Please note that we consider eartips, earlocks and earhooks to be "consumable items" and offer no warranty on those.
As long as headphones were originally purchased from an authorized dealer, the warranty is transferable and is valid from the original date of purchase. We just ask for proof of that purchase date by using the original purchase receipt. If no original receipt is available, we use the date of manufacture for the beginning of the warranty period, and warranty coverage is discretionary.
Though we can ship to most regions worldwide, we encourage customers to purchase from a local authorized dealer. This way customers are assured local support when needed and would not have to pay additional shipping charges, customs fees, duties, etc. Also, if any need for warranty service should occur, it can be handled by our local distributor without the need to ship to the USA. Anything purchased from the US must be returned here for service at the customer's expense.
Since air is trapped between your head and the diaphragm it creates a pressure zone, and as the headphones shift with movement you may hear a slight crinkling sound from the diaphragm. This is a normal occurrence with planar magnetic drivers and is nothing to be concerned about, it's the sound of the thin diaphragm moving back and forth with the changes in air pressure.
Sometimes as the driver film stretches slightly with age, the sound can become more apparent, and sometimes it may also lessen again. This is mostly influenced by factors in your environment (such as temperature and humidity), and we don't have much control over whether or not this occurs.
One important note is that we strongly recommend exercising certain cautions when handling planar magnetic headphones: trapped air can create high pressure and sudden pressure changes could damage the diaphragms, and this is not covered by warranty. The same is true when you put the headphones on or take them off-- it's not a good idea to press them hard and fast against the head, so we recommend slow and steady movement to allow the air pressure to stabilize.
The first step to take is switching the left and right leads of the cable, or using another source to rule out a cable/source problem.
If you've swapped the cable and the problem moves with it, the problem is either in the cable or the source. It it proves to be the cable you may need a replacement cable. If it stays in the same ear, we know the problem is in the headphones and you'll need to proceed with repairs either through us or via an international distributor.
If you bought through a dealer, we recommend contacting them for service assistance.
If you live outside the US and purchased locally, we recommend contacting your dealer or our local distributor for assistance. You can find a list here: http://www.audeze.com/dealers-list
If you live outside the US and the headphones were purchased from within the US, please email us at support@audeze.com and weāll take care of you.
For most modern headphones, Fazors will be listed on the phase management note in the product description section of the product page. For some of our legacy headphones, this information may not be as obvious:
For LCD-2s with serial number starting with 54 or higher should have Fazors. Any starting with 53 (and a few starting with 56 from the early days) will be a pre-Fazor model unless the drivers were serviced after the beginning of Fazor production, which began in January 2014.
Any LCD-3s with serial number starting with 27 or higher should have Fazors. Any starting with 26 will be a pre-Fazor model unless the drivers were serviced after the beginning of Fazor production, which began in January 2014.
To the best of our knowledge, all LCD-Xs and LCD-XCs should have Fazors installed, since those headphones were launched at the beginning of Fazor production in January 2014.
The best way to check for sure is to feel for the Fazors inside the earcup: if you feel a flat metal stator plate with openings in it under the mesh, your headphones have no Fazors; if you feel the tips of triangles, those are the Fazors themselves.
