Customer Support

Our warranty policy commences from the order date and most products have a limited warranty period of 12 months. Please refer to the information provided in the product packaging for the exact warranty period applicable for your specific product.

For more technical support or troubleshooting information, visit our Creative Worldwide Support site.

• For purchases placed on the Creative Store, we require the order number and the email address that was used to place the order in for us to retrieve your order details.
• For products that were purchased offline, a proof of purchase (invoice, receipt or equivalent) must be presented to our Technical Support Advisors for verification of warranty coverage.

We're committed to providing customers with products and services of the highest quality.

If you find that there's a problem with your order (defective item, wrong, or missing products), please contact us within your product's warranty period for a replacement.

Orders placed with the Creative Store are not eligible for returns pertaining to a change of mind, unless the following conditions are met:

Products that are returned due to reasons that are unrelated to product defects will receive the refund amount equivalent to its product price as on the date the order was placed. We are unable to provide return mailing labels nor are we able to provide refunds for shipping costs.

Partial Refunds of Bundled Items:
If you would like to keep part of your purchased bundle, the retained product will be priced at the full selling price based on the period of original purchase. The final refund amount would be = Bundle Price - Standalone Selling Price of Retained Product.

Cancellation or returning of orders that have been processed or shipped may be approved on a case by case basis, based on our sole discretion. Authorised returns will incur a charge of USD $15 (or 5% of the order total, whichever that is higher).

We are also unable to provide refunds for products purchased from our retailers. Please contact them directly to enquire on your refund options.

All return requests will require a Return Merchandise Authorisation (RMA) number prior to being returned. Returning a product without an RMA number may result in us not being able to identify your returned products, or may result in a longer processing lead time.

Please take the following steps to initiate your return process:

• Returning an unopened product:
  • Raise an RMA by lodging a request to return your product. You will need your order number and the email address used for the order. Please note that this option is only available if your request is submitted within 15 days from date of delivery, and meets all the conditions for change of mind returns.
  • You should expect to receive your refund within 3 weeks after returning your product back to us. In many cases, you should receive your refund more quickly. For all enquiries relating to your RMA request, please contact us for assistance.
• Returning a defective product:
  • You are advised to take a look at our existing troubleshooting guides to determine if the problem can be resolved without requiring a return.
  • To arrange for a replacement, you may file a Technical Support Enquiry request and our customer service agents will get in touch with you, or raise an RMA by lodging a request to return your product. You will need your order number and the email address used for the order.

Orders for Creative Aurvana Ace 2 are covered under the 15-day satisfaction guarantee, when purchased directly through the Creative Store. If you find that these products you've purchased direct from the Creative Store do not suit your needs, is defective, or is damaged in-transit, you have the option of returning it to us within 15 days of your order for a refund or an exchange.

Note: All other products are not covered under the 15-day satisfaction guarantee, and are not eligible for returns due to a change of mind.

If you would like to return the products for a refund, the following conditions must be met:

• Products must be returned within 15 days of your order
• Products must be returned in its original packaging with the full package contents in place
• Products must be returned in mint, resaleable condition. Any visible signs of wear, scratches, or damage will void the return eligibility of the product.

The refund amount will only include the price you paid for the returned product. We are unable to provide return mailing labels, nor are we able to provide refunds for shipping costs.

All return requests will require a Return Merchandise Authorisation (RMA) number prior to being returned. Returning a product without an RMA number may result in us not being able to identify your returned products, or may result in a longer processing lead time.

Please take the following steps to initiate your return process and obtain an RMA number:

Returning a working product:

• Raise an RMA by lodging a request to return your product. Please include your request to return your product, while including your order number and email address used for the order.
• After an RMA number has been provided, you will need to bring your product to:

Receiving your refund:
You should expect to receive your refund within 3 weeks after returning your product back to us. In many cases, you should receive your refund more quickly.

For all enquiries relating to your RMA request, please contact us for assistance.