Shipping & Return

GENERAL SHIPPING POLICY

International Customers:

We provide two shipping methods: International registered mail and FedEx. International registered mail normally takes 2-3 weeks (subject to different countries) to reach most destinations, while FedEx usually takes 2-4 working days. However these are just estimated timeframes given by Singpost/FedEx. The actual delivery time may vary according to different countries. We suggest customers to choose FedEx shipping method if they wish to get the product delivered faster. 

Once the product is shipped, its delivery is no longer within our control but all handled to the postal service. If you haven't received your package after 18 working days from the second day of posting, please contact your local post office directly with the respective tracking number provided. You could also raise the alert to us, and we will help you to file an official enquiry. The official enquiry usually takes 2-3 months to conclude. Before we receive an official enquiry result from the post administration, we are unable to resend new product, or refund customers. 

Domestic Customers:

You can choose in-store pickup or local courier service.

TAX & CUSTOM

We are NOT liable for any tax charges occurred at the custom of customer's country. It is purely decided by the respective country's custom and tax policy. We could declare a value at customer's request, but we are not liable for any consequences induced by such. 

We are also NOT liable for any tax charges occurred at Singapore side if the customer has declared a high value for their earphones send to us, should they send impression or return/repair products back to us. We usually will pre-pay the tax, and contact the customer for subsequent tax payment. Contact us if you have any doubts. 

CANCELLATION, RETURN & REFUND

Can I cancel an order?

Once the product is shipped, or customer has been notified for self-collection, the order can be cancelled with a 35% restocking fee of the listed price. (50% open box fee will be assessed on any opened unit) .For shipped products, when the customer receives the product, the package needs to be sent back to us in original packaging immediately (shipping fee covered by the customer). Once the package is received and product inspected, we then will carry out the refund. 

Why do we charge re-stocking fee?

We charge this fee because we do not sell open items since these go inside your ear canal. This fee will cover all processing expenses from the manufacturer. That is how we guarantee you a fresh, brand new, factory sealed product every time. Orders shipped with free shipping, the original shipping cost will be deducted. Please note that we will also deduct the transaction fee incurred by your credit card company or PayPal as we are unable to reclaim it once your order has been processed.

What can be returned and refunded? 
All Headphone/Earphone/DAC/AMP/DAP/Cable products are returnable (unless stated otherwise) if the product packaging is unopened and it's in the same condition as when purchased. CIEM products cannot be returned. Defective products covered under warranty could be returned for servicing, but NOT for refund. 

When do items need to be returned by? 
No later than 7 days after receiving the product (according to tracking record).

Where do items need to be returned to? 
After obtaining a RETURN AUTHORIZATION, the product can be returned to:

How do customers return items? 
Contact us via email (orders[at]jaben.com) or by phone (+65 6337 0809) to obtain a RETURN AUTHORIZATION.

Shipping charges for returns? 
Customer is responsible for shipping charges for returns.

Refund for returns? 
Your will be refunded once the item is inspected and receive the purchased price (shipping excluded) LESS 35% as restock fee.

Packing materials? 
Packing material must be in same condition as when received.