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Warranty & Returns

What's your warranty policy for orders placed with the Creative Store?

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.
What's the “14-day Satisfaction Guaranteed” program for Creative Outlier ONE, Creative Outlier ONE Plus, Creative Outlier Black, Creative Metallix, Creative Metallix Plus, and Creative Stage Air?

Orders for Creative Outlier ONE, Creative Outlier ONE Plus, Creative Outlier Black, Creative Metallix, Creative Metallix Plus and Creative Stage Air are covered under the 14-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 14 days of your order for a refund or an exchange.

Note: All other products are not covered under the 14-day satisfaction guarantee, and are not eligible for returns due to a change of mind.

Returning your product back to us for a refund:

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

  • Products must be returned within 14 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:

Receiving your refund:

You should expect to receive your refund within 4 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.

What's your return policy for orders placed with the Creative Store?

Orders placed with the Creative Store are not eligible for returns pertaining to a change of mind. If you find that there's a problem with your order (wrong or missing products), please contact us within 30 days of your order for a replacement.

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

How do I return my defective product to you?

You are advised to take a look at our existing troubleshooting guides to determine if the problem can be resolved without requiring a return.

All return requests will require a Return Merchandise Authorization (RMA) number prior to returning the product. 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.

Follow the steps below to start the return process and get the RMA number:

  • Return of a defective product:
    • Sign into your account and submit a request to contact our advisors. The technical team will contact you and discuss the problem solving steps to determine if the product has a malfunction. After that, you'll be able to select the option of a product replacement.
    • If you do not have an account with us, please contact us for assistance. We will need your order number and e-mail address used to submit it.

After contacting us, our Customer Service Team will guide you through the return process. While returning your product, please also take note of the following:

  • We are not responsible for damage to products during transport. Pack the product in the appropriate packaging to prevent damage.
  • The RMA number must be clearly displayed on the outside of the package.
  • Proof of posting is not proof of delivery. We strongly recommend sending a package with confirmation of posting, registered delivery or courier with appropriate insurance of the shipment corresponding to the value of the goods.
  • Please note that the postage fees for the returns of non-defective products are not refundable.
  • Please ensure that your returned item is shipped within 30 days of requesting for a return.
Have you received my returned items?

You can check the return progress by raising an enquiry with us. We will require your RMA number and email address in order to look up your RMA status.

Can I get a refund for my return postage?

You can request for a return postage refund for returns that are due to product defects. All other returns are not eligible for postage refunds.