Warranty & Repair

Authorized sales

Sales of AudioScience Inc. (ASI) products are authorized only through our Value Added Resellers (VARs) and select audio equipment distributors. Products purchased through any means other than those authorized are not supported and we reserve the right to restrict warranty repairs on any product that do not meet this criteria. Products purchased through any 3rd party such as Ebay or direct sales between individuals will not be supported.

Reseller agreement

As part of our reseller agreement, all initial inquiries for support should be directed to the reseller where you purchased your product. In most cases they will be able to assist with replacement products in the rare instance of DOA units. Even after the initial installation and burn in period (2-3 months) inquiries for support should first be directed to the reseller who will contact AudioScience if they are unable to resolve the problem. If the reseller is unable or unwilling to assist then please contact us directly by sending an email to support<at>audioscience.com (change the <at> to @).

Warranty

The ASI warranty as of Jan-1-2005 on standard product is 3 years from the date of shipping (i.e. the date the product leaves our California office). We log all serial numbers into our database as of the date they ship. This database is the master log for warranty reference. Prior to Jan-1-2005 the warranty is 1 year. The product is warranted to the original purchaser when purchased either directly or through an ASI authorized reseller. The return of ASI product is handled through the original place of purchase of the ASI product. ASI does not warrant secondhand or gray market product.  This warranty will be VOID if the serial number has been removed or defaced; or if the product has been altered, subjected to damage, abuse or rental usage, repaired by any person not authorized by AudioScience to make repairs; or installed in any manner that does not comply with AudioScience recommendations. Repair or replacement will not renew or extend the product warranty period. Replacement products will be covered for the remainder of the original warranty period or for ninety (90) days from the date of repair or replacement, whichever is longer.

Loaner units

AudioScience does not provide "loaner" or advance replacement equipment while units are in for repair except in very rare instances.  Sometimes our VAR partners can provide units in emergency situations, please contact your reseller to discuss options. Any instances where we are able to provide loaners or advance replacement units should be considered a courtesy to our customers and not be taken as official policy.

Repair of Out of Warranty Product (OWP)

Product over 5 years old can no longer be serviced. For items less than 5 years old, ASI will attempt to repair a product that is out of warranty and no longer functions. A Return Material Authorization (RMA) number must be obtained as described below. There is a $250.00 charge for the testing of OWP. This amount will be credited against any repair that may be done. The hourly repair rate is $125/hour with a $250 minimum.  There will be no warranty extension on product in this category. Due to the inability to source obsolete components, there are certain adapters that we can no longer repair.

This table shows what AudioScience products are repairable:

 Adapter

 Repair?

ASI41XX No
ASI4215 No
ASI43XX No
ASI434X No
ASI44XX No
ASI45XX No
ASI4601 No
ASI50XX No
ASI5111 Yes
ASI5211 Yes
ASI53XX Yes
ASI56XX Yes
ASI60XX No
ASI61XX No
ASI6244 No
ASI6316 Yes
ASI64XX Yes
ASI65XX Yes
ASI66XX Yes
ASI87XX No
ASI880X No
ASI882X Yes
ASI89XX Yes

Note: All network products are currently repairable.

Returning of Goods

All items, components, parts or equipment returned to ASI must have a valid Return Material Authorization (RMA) number issued and assigned exclusively by ASI Support.

The RMA number will be valid for 30 days after it was issued. If customer fails to return the item within 30 days, ASI Support automatically closes the RMA number; customer must then obtain another RMA number to continue on with the return.

Customer is responsible for packaging the product, including its components and other accessories, all in a well-padded sturdy box with adequate protection for shipment. ASI cannot be responsible for any physical damages to the product due to poor packaging.

Buyer/End Customer accepts responsibility for all freight charges, excise, customs or other taxes for the return of goods/commodities to ASI's designated facility.

ASI will pay return freight charges back to the Buyer's/Customer's location on all Warranty Repaired and Replaced equipments via ground services.

The RMA number must appear on the outside of the shipping container/box or on a shipping label to be accepted by ASI, Inc. Packages or boxes without RMA# appearing on the outside will not be accepted and will be returned.

Purchased Goods

All items, components, parts or equipment purchased from ASI can be returned within 30 days of purchase date as long as the units have never been opened/used (ASI will confirm upon return) or the unit(s) did not fulfill your requirement and are not damaged in any way. When returning please follow guidelines listed under Returning of Goods.

To request a Return Material Authorization (RMA) number:

1. Please send an email to support<at>audioscience.com (change the <at> to @) to request an RMA number. Be sure to include the information below to help expedite the process.

2. The following information is required: the correct part number and serial number of the item, reason for return, your contact information, current shipping address and other necessary related information.

3. Return material to:

AudioScience, Inc.
ATTENTION: RMA DEPT.
RMA#____
760 W. 16th Street, Building L
Costa Mesa, CA 92627
United States of America
Phone: 1-949-650-6263

If you have questions call us at  1-585-271-8870 EDT (USA - NY, Eastern Time) or 1-949-650-6263 PDT (USA - CA, Pacific Time)