Last updated: June 2026. We want you to be stoked on your BoneWave S10. If something goes wrong, here's exactly how we handle it.
If you receive your S10 and it's not what you expected, contact us within 30 days of delivery at support@bonewaveaudio.com. We'll work with you to make it right. The product must be in its original condition and packaging.
If your S10 stops working due to a manufacturing defect or technical fault, we've got you. We cover the following under our 1-year warranty:
To make a warranty claim, email us at support@bonewaveaudio.com with your order number and a short description or video of the issue. We'll review and respond within 3 business days.
How we handle it: Depending on the issue and circumstances, we'll either send a replacement unit, offer store credit, or issue a partial refund. We determine this on a case by case basis.
Once your order is marked as delivered by the carrier, BoneWave is not responsible for lost or stolen packages. If your tracking shows delivered but you haven't received it, we recommend checking with neighbors, building management, or filing a claim with the carrier directly. If there's a clear carrier error, contact us and we'll do our best to help.
Your S10 comes with an adjustable safety strap for a reason — it keeps your headphones around your neck if they come off in the surf. We strongly recommend wearing it every session. Because we can't verify whether the strap was being used, headphones that are lost in the water are not covered under any warranty, return, or replacement. No exceptions. Wear the strap and you won't have to worry about it.
Replacement units are issued only for verified technical or manufacturing defects covered under our 1-year warranty. Returns for any other reason must fall within the 30-day window and the unit must be in original, undamaged condition. We do not issue replacements for lost, water-lost, or physically damaged units.
Approved refunds are issued to your original payment method and typically post within 5-10 business days, depending on your bank or card provider. Original shipping is non-refundable. For approved returns, the customer is responsible for return shipping unless the item arrived defective or incorrect.
If you received the wrong item or something is missing from your box, email us within 14 days of delivery and we'll sort it out immediately at no cost to you.
Email: support@bonewaveaudio.com
Instagram: @bonewaveaudio
We typically respond within 24-48 hours.