Frequently Asked Warranty Service & RMA Questions

1.   What is the duration of the warranty?
2.   What does the limited hardware warranty exclude?
3.   Should I return the faulty item together with its accessories?
4.   How should a return be packaged and transported?
5.   My product was a gift; I need to return it, but I don't have the receipt.
6.   How long will it take to process my return or repair?
7.   Is there a Worldwide Warranty on Creative products?
8.   Do I need to backup the music and data stored on my product before returning it?
9.   Can I claim a refund instead of a replacement or repair?
10.   Do you offer an out-of-warranty service?

1. What is the duration of the warranty?

Creative warrants hardware will be free from material defects in workmanship and material under normal use for a period of twelve (12) months from the date of purchase. During the warranty period the hardware will be repaired or replaced at Creative's choice without charge to you for either parts or labor. This limited warranty covers the replacement of the hardware only. The warranty period will be extended by each whole day that the product is out of your possession for repair under this warranty.

If the hardware is repaired after the warranty period has expired the warranty period for the repair will expire after 90 days.



2. What does the limited hardware warranty exclude?

Your limited hardware warranty does not apply to:

  • Damage caused by normal wear and tear, abnormal use or conditions, misuse, neglect, abuse, accident, improper handling or storage, exposure to moisture, unauthorized modifications, alterations, or repairs, improper installation, improper use of any electrical source, undue physical or electrical stress, operator error, non-compliance with instructions or other acts which are not the fault of Creative, including damage or loss during shipment.

  • Damage from external causes such as floods, storms, fires, sand, dirt, earthquakes, an Act of God, exposure to sunlight, weather, moisture, heat, or corrosive environments, electrical surges, battery leakage, theft, or damage caused by the connection to other products not recommended for interconnection by Creative.

  • Damage or loss of data due to (i) interoperability with current and/or future versions of operating systems or other current and/or future software and hardware, (ii) a computer virus, worm, Trojan horse or memory content corruption, or (iii) malfunction or defect of the Product.

  • Counterfeit products or any accompanying products not bearing a Creative serial number provided with the Product, or in the case of communications products, the use of the Product outside the borders of the country intended for use (as indicated by local telecommunication approval stickers).

  • Any Product that has had its serial number altered, defaced or removed.

  • Any defect occurring after the expiration of the Warranty Period or where Creative was not advised in writing of an alleged defect or malfunction within seven (7) days after the expiration of the Warranty Period.

  • Damage to or loss of a product during the period the equipment is in transit to a Creative retailer or Authorized Service Center.



3. Should I return the faulty item together with its accessories?

If you are returning the product to your retailer for replacement, then please return the product in its original packaging, including its bundled accessories along with your proof of purchase. Please consult your retailer for further details of their product replacement policies.

For warranty service by Creative, you will be required to obtain a Returns Authorization (RMA) number. An RMA number is valid for 30 days from date of issue and may be used only once. You should return the item requiring service (without accessories) directly to Creative along with a copy of your proof of purchase. Returns without a proof of purchase may be deemed as out of warranty and liable for a service fee.

If you are returning a product with a removable battery, such as a ZEN Vision W or Creative Vado, please ensure that you remove and retain the battery before sending the product back to Creative.



4. How should a return be packaged and transported?

We recommend you securely pack the product in a box using bubble wrap, foam or packing peanuts.

You will bear the cost of shipping (or otherwise transporting) the product to Creative or its authorised retailer. We recommend that you use a Track and Trace service. Creative cannot accept responsibility for goods lost or damaged in transit.

For returns to Creative, it is very important that your RMA number is clearly visible on the outside of the parcel so we can easily identify your return. Creative has no facility to track parcels without an RMA number and cannot be held responsible for the product if the parcel isn't labelled correctly.

Creative will bear the cost of shipping (or otherwise transporting) the product back to you after completing the warranty service.



5. My product was a gift; I need to return it, but I don't have the receipt.

In order to verify that your product is still under warranty, you must provide a dated receipt. The person who gave you the Creative product may be able to provide you with the receipt. If you do not wish to ask for the receipt, you can ask the gift-giver to return the product for you.



6. How long will it take to process my return or repair?

As a general guideline, it will take 10-15 business days.



7. Is there a Worldwide Warranty on Creative products?

Products purchased within certain regions may be eligible for warranty repair or replacement within other regions/territories. This may be dependent on the availability of parts, local legislation, carriage and customs costs.



8. Do I need to backup the music and data stored on my product before returning it?

For products that are capable of storing data/music, Creative is not responsible for the loss of any data/music stored on the product which is sent in for repair. You should remove or make a backup copy of any data/music stored on the product prior to sending it in for a replacement or repair.



9. Can I claim a refund instead of a replacement or repair?

Please consult your retailer for details of their refund policy.



10. Do you offer an out-of-warranty service?

Depending on the age of your product and the availability of parts, it may be possible for Creative to provide an out-of-warranty repair or replacement service for a fee. Some retailers may offer this service and as such you could enquire with your retailer or alternatively you can contact Creative directly to see if this option is available.




Consumer protection laws or regulations in your country of purchase or residence may entitle you to other rights that vary by country, state or province.