Repair & Replacement Policy
All Totem products are created with the utmost care and quality in mind. In the highly unlikely event that a Totem speaker has a manufacturing-related problem and you need to return it for repair or replacement, you can send your KIN Series product to Totem within our limited Warranty period. Please carefully read this Repair & Replacement Policy, as some restrictions may apply.
If you have any problems with your KIN Series product, please read our product manual and the Speaker know-how page on this website, as Totem will not refund, nor be liable for, a product damaged due to ill-treatment or lack of proper care. If your speakers have any problems due to a manufacturing defect, you can return them within 14 days of receiving them or ask for a repair or replacement within the five-year warranty period. Please note that support and service will be much more efficient if you register your Totem Acoustic product(s).
Totem Acoustic will not be liable and will not refund or replace/repair a product that has been damaged by accident, disaster, misuse, abuse, negligence, inadequate packing or shipping procedures, commercial use, voltage inputs in excess of the rated maximum of the unit, or service, repair or modification of the product which has not been authorized or approved by Totem Acoustic. This policy excludes also all aesthetic deterioration caused by environmental conditions. All KIN Series products replaced or repaired under this policy will be returned to the original retail purchaser within a reasonable time, without fees.
All KIN Series products purchased via the Kin by Totem Online Store can be returned to Totem Acoustic for repair or replacement within the limited warranty. You will need your proof of purchase (bill), a packing slip and a return address label to return your product. To have access to the repair / replace items function on the Kin by Totem Online Store, you need to create an account and open a support ticket.
Defective products must be shipped to the Totem Acoustic factory. It is preferable to ship the product in the original shipping container to lessen the chance of transit damage. In any case, the risk of loss or damage in transit must be borne by the purchaser.
If, upon examination at the factory, it is determined that the unit was defective in materials or workmanship at any time during this warranty period, Totem will repair or replace this product at no extra charge, except as set forth below. All replaced parts and products become the property of Totem Acoustic Inc.
All KIN Series products replaced or repaired under this policy will be returned to the original retail purchaser within a reasonable time, free of charge. This policy does not include service or parts for the purpose of repairing damage due to accidents, disasters, misuse, abuse, negligence, inadequate packing or shipping procedures, commercial use, voltage inputs in excess of the rated maximum of the unit or product service, repair or modification that have not been authorized or approved by Totem Acoustic. This policy also excludes normal cosmetic deterioration caused by environmental conditions.
The policy will be void if the serial number on the product has been removed, tampered with or defaced. This policy is in lieu of all other expressed policies. If the product is defective in materials or workmanship as stated above, the purchaser’s sole remedy shall be repair or replacement, as provided above. In no event will Totem Acoustic be liable for any incidental or consequential damages arising out of the use or inability to use the product, even if Totem Acoustic has been advised of the possibility of such damages, or for any claim by any other party.
Important: Out of all Totem’s products, only KIN Series products can be purchased online, and only through the Kin by Totem Online Store. If you have purchased your KIN Series product through another online source, you will not have access to the “Repair & Replace” section on the Kin by Totem Online Store and your product will not be repaired or replaced.
How to return for a repair / replacement
All returns must be done through the UPS shipping service.
To return a product to Totem, login to your account with your email address and password. After you sign in, you will be directed to your “Order History” page. If you still have access to the “Repair & Replace” option, click the “Repair & Replace” button to be directed to the “Support Ticket” section. Open a support ticket and enter “Repair / Replace ” as the subject. You need to enter your product information into the message box. KIN Series Customer Support will send you an address label and a packing slip to print and add to your return package.
We recommend that you use the original packaging for the products. It is preferable to ship the product in the original shipping container to lessen the chance of transit damage.
Once we receive the item(s) from you, we will determine if you are eligible for a replacement or repair.
If you encounter any problems with your return for repair or replacement, please contact us at firstname.lastname@example.org or via the “Support Request” section.