Warranty & Repair

1. Warranty period

All products are covered by a one-year limited warranty starting on the date of delivery.

The warranty applies to the original purchaser and requires valid proof of purchase — your HiFiForge order number is enough. It is not transferable if the cable is sold on.

2. What’s covered

Within the warranty period we will repair, free of charge, any confirmed defect in manufacturing or materials. That includes:

• solder joints that fail without external damage;
• connectors or plugs that develop intermittent contact in normal use;
• braid, sleeving or strain relief that comes apart at the join;
• conductors that fail internally without the cable having been damaged;
• channel imbalance or signal loss traced to the cable itself.

The warranty covers repair labour, and the inspection and technical work needed to diagnose a covered defect.

3. What’s not covered

The warranty does not cover problems caused by:

• accidental damage, drops, crushing, snagging or pulling on the cable;
• misuse, abuse or careless handling;
• liquid, moisture, sweat, chemicals or corrosive substances;
• modification, re-termination or repair by anyone other than us;
• normal cosmetic wear — scuffing, discoloration of sleeving, or the natural darkening of exposed metal over time;
• loss of the product or of individual components;
• products not supplied by HiFiForge.

Buying a cable that turns out to be the wrong connector for your headphone is not a warranty matter either, though we’ll still help — see our Return & Refund Policy.

4. How to make a claim

Email support@hififorge.com. We aim to respond within 1–2 business days. To get a decision in the first reply rather than the third, please include:

1. Your order number or other proof of purchase.
2. A description of the problem — what happens, on which side, and when it started.
3. Clear photos or a short video showing the fault. For intermittent faults, video is far more useful than stills.
4. Your full return address and a contact phone number, in case the cable needs to come back to us.

We’ll assess the evidence and tell you whether the fault is covered, what we propose to do, and what — if anything — it will cost. Some issues can be diagnosed and solved by email without you shipping anything.

5. Shipping for repairs

For repairs, the customer is responsible for shipping costs in both directions: sending the cable to us for inspection, and the return leg after the work is done.

Please use a tracked service and keep your receipt. We are not responsible for loss or damage to a parcel while it is in transit under a shipping arrangement you made.

6. Out-of-warranty repairs

Past the first year, we’ll still look at it. Handmade cables are built to be repairable, and a re-terminated plug or a re-soldered joint usually costs far less than a replacement.

Paid repair charges may include labour, replacement parts and shipping. We’ll quote before starting, and you’re free to decline.

Two limits worth knowing: repairs depend on the cable’s condition and on whether the work is feasible at all, and for discontinued designs the availability of matching components may restrict what we can do.

7. Common issues that aren’t faults

Before opening a claim, it’s worth ruling these out — they account for most of the “my new cable doesn’t work” messages we receive.

No sound, or sound on one side only

First, reseat both ends: the plug at the source and the connectors at the earpieces. A connector that isn’t fully home is by far the most common cause.

If that doesn’t fix it, the cable may not match your headphone’s wiring. Cables that look identical — two dual 3.5 mm cables, say — are often wired to different pinouts by different manufacturers, and a cable built to one brand’s standard will not work correctly on another’s. Send us your headphone model and we’ll confirm.

Telling left from right

• Look for the L and R markings first. They’re usually printed on the connector housings, the Y-split, or the sleeving near the earpieces. On detachable IEM cables, line the cable’s L/R up with the marks on the earpiece.
• Treat colour as a secondary clue. A red ring commonly indicates the right channel, with blue, green or black for left — but conventions differ between makers, so the letters always win.
• Still unsure? Send us your headphone brand and model and we’ll tell you the correct orientation.

Cosmetic changes over time

Sleeving may soften or discolour slightly with use, and exposed metal can darken. Neither affects performance, and neither is a defect.

8. Policy updates

We may revise these terms at any time. The version in force when you bought your cable is the one that applies to it. Nothing here limits statutory consumer rights you may have under the law of your own country.