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EWEAT | After-Sales Service & Warranty Policy
At EWEAT, we are committed to providing not only exceptional audio-visual equipment but also unparalleled support. This policy outlines the warranty coverage and process for our premium media players and Hi-Fi components.
1. Warranty Coverage
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Standard Warranty Period: EWEAT products are covered by a limited warranty for a period of One (1) Year from the original date of purchase from an authorized EWEAT dealer.
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What is Covered: This warranty covers defects in materials and workmanship under normal use. This includes components such as the main board (e.g., Amlogic/SOC chipsets), memory, power supply, DAC, and clock systems.
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What is Not Covered:
Damage caused by accident, abuse, misuse, liquid contact, fire, or acts of nature.
Damage resulting from unauthorized modifications, repairs, or the use of non-EWEAT parts.
Normal wear and tear, including cosmetic scratches on surfaces.
Software-related issues or firmware updates that do not affect hardware functionality.
Products where the serial number has been altered, defaced, or removed.
2. Warranty Service Process
To ensure a smooth and efficient resolution, please follow this process for any warranty claims.
3. Obtaining Technical Support
For technical assistance, FAQs, firmware downloads, and to submit a support ticket, please contact support@eweat.com.
Our support team is available to respond to all inquiries within 24 business hours.
4. Return to Factory (RTF) Instructions
If a return is authorized, you will receive a pre-paid shipping label and instructions. All products must be shipped in their original packaging or equivalent to prevent damage in transit. EWEAT is not responsible for damage caused during unassisted return shipping.
5. Out-of-Warranty Service
For products outside the warranty period, we continue to provide support. Repair services will be offered at a reasonable cost, including parts and labor. A quotation will be provided for your approval before any work begins.
6. Limitation of Liability
EWEAT’s total liability under this warranty is limited to the repair or replacement of the defective product at our discretion. This warranty is your exclusive remedy and is in lieu of all other warranties, express or implied.
This policy is subject to change without notice. Please refer to the documentation included with your product for specific warranty details. For any questions regarding this policy, please contact our support team.
EWEAT | Frequently Asked Questions (FAQ)
Category 1: Product & Technology
Q1: What is the main difference between a standard media player and an EWEAT player?
A: EWEAT players are engineered for reference-grade performance. We focus on high-precision components like toroidal power supplies, dedicated audio DACs, ultra-low jitter clocks, and robust chassis construction. This goes beyond basic video playback to deliver a truly immersive, theater-quality audiovisual experience with superior stability and detail.
Q2: What do “Dual HDMI Output” or “Audio-Video Separation” mean for me?
A: This feature sends a pure, uncompressed video signal directly to your display via one HDMI port, while a separate, isolated audio signal is sent to your high-end audio receiver or DAC via the second port. This prevents electrical interference between the video and audio circuits, significantly improving both picture clarity and sound purity.
Q3: What high-resolution audio formats do EWEAT players support?
A: Our players support all major lossless and high-res formats, including:
Lossless: Dolby TrueHD, DTS-HD Master Audio
High-Resolution PCM: Up to 32-bit/768kHz
DSD: Native DSD playback from DSD64 (2.8MHz) to DSD512 (22.4MHz) or higher, depending on the model.
Network Streaming: Many models support TIDAL, Qobuz, and other services.
Q4: Why is the power supply design so important in a media player?
A: Clean, stable, and noise-free power is the foundation of high-fidelity performance. Our players use linear power supplies (LPS), toroidal transformers, and premium capacitors (e.g., Nichicon, WIMA) to minimize electrical noise (ripple). This results in a blacker background, greater dynamic range, and more detailed sound and picture.
Q5: Do your players have internal storage for my media library?
A: Yes. Most EWEAT models include internal bays for 2.5″ or 3.5″ SATA HDDs/SSDs and often an M.2 NVMe slot, supporting very high capacities (e.g., 24TB+). This allows you to build a massive local library of high-bitrate 4K/8K films and high-resolution music files.
Category 2: Ordering & Shipping
Q6: Where is my order shipped from, and what are the estimated delivery times?
A: We ship globally from our warehouses in Shenzhen China. Delivery times are estimates and may vary:
5~35 days, based on the shipping way and country.
You will receive a tracking number once your order ships.
Q7: What are the shipping costs and your return policy?
A: We often offer free standard shipping on orders over a certain amount. For detailed, region-specific shipping costs and our hassle-free return policy, please contact us sales@eweat.com and Returns & Refunds pages.
Category 3: Warranty & Support
Q8: What is the warranty period for EWEAT products?
A: All EWEAT products are covered by a standard 12-month (1-year) limited warranty from the date of original purchase. This warranty covers defects in materials and workmanship under normal use.
Q9: How do I request technical support or warranty service?
A: Our dedicated support team is here to help. Please mail to our Support Portal: support@eweat.com. To process your request quickly, please have your product’s serial number and proof of purchase ready when you submit a ticket.
Q10: What is not covered under the warranty?
A: The warranty does not cover damage resulting from:
Accident, misuse, abuse, or neglect.
Unauthorized modifications, repairs, or opening of the chassis.
Use of incorrect voltage or third-party power adapters.
Normal wear and tear or cosmetic damage.
Software issues unrelated to hardware defects.
Q11: How do I update the firmware on my player?
A: Firmware updates are released to enhance performance and add features. You can update your player easily via the on-screen menu: Settings > System > Firmware Update > Online Upgrade or Local Upgrade. We recommend connecting to a stable internet network before starting the update.