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Customer Support

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Mondays to Fridays (Excluding Public Holidays): 9AM - 5:30PM (SGT)

Email Us

Drop us an email and our representatives will get back to you.

Technical Support

Visit the Worldwide Support Site for access to our troubleshooting articles and product tips.

Warranty & Returns

What's your warranty policy for orders placed with the Creative Store?

Our warranty policy commences from the order date and most products have a limited warranty period of 12 months (and 24 months for X-Fi Sonic Carrier). Please refer to the information provided in the product packaging for the exact warranty period applicable for your specific product.

For more technical support or troubleshooting information, visit our Creative Worldwide Support site.

  • For purchases placed on the Creative Store, we require the order number and the email address that was used to place the order in for us to retrieve your order details.
  • For products that were purchased offline, a proof of purchase (invoice, receipt or equivalent) must be presented to our Technical Support Advisors for verification of warranty coverage.
What is the “15-day return policy” for selected products purchased from the Creative Store?

Orders for the following list of products are covered under the 15-day return policy, when purchased directly through the Creative online store:

  • Creative BT-W3
  • Creative HS-720 V2
  • Creative Live! Cam Sync 1080p
  • Creative Live! Cam Sync 1080p V2
  • Creative MUVO Play
  • Creative Outlier ONE V2
  • Creative Outlier Air V3
  • Creative Pebble Plus
  • Creative Pebble
  • Creative Pebble v2
  • Creative Stage
  • Creative Stage Air
  • GigaWorks T40 Series II
  • Sound Blaster JAM V2

Note: All other products are not covered under the 15-day returns policy, and are not eligible for returns due to a change of mind.

Refund Conditions:

If you would like to return the products for a refund, the following conditions must be met:

Defective / damaged ordersChange of mind orders
Products must be returned within 15 days of the order dateProducts must be returned within 15 days of your order.
Products must be returned in its original packaging with the full package contents in placeProducts must be returned in its original unopened and sealed packaging, with full package contents in place.
Products must be returned in mint, resaleable condition. Any visible signs of wear, scratches, or damage will void the return eligibility of the product.Any visible signs of wear, scratches, or damage will void the return eligibility of the product.
Product must have been purchased directly from the Creative online storeProduct must have been purchased directly from the Creative online store

Products that are returned due to reasons that are unrelated to product defects will receive the refund amount equivalent to its product price as on the date the order was placed. We are unable to provide return mailing labels nor are we able to provide refunds for shipping costs. Membership points equivalent to the refund amount will be reversed upon receiving the refund.

Partial Refunds of Bundled Items:
If you would like to keep part of your purchased bundle, the retained product will be priced at the full selling price based on the period of original purchase. The final refund amount would be = Bundle Price - Standalone Selling Price of Retained Product.

Defective products that fall outside of the 15-day returns policy period may be returned for a repair or replacement. Refer to >> How do I return my defective product to you?

All return requests will require a Return Merchandise Authorisation (RMA) number prior to being returned. Returning a product without an RMA number may result in us not being able to identify your returned products, or may result in a longer processing lead time.

Please take the following steps to initiate your return process and obtain an RMA number:

Returning a working product:

  • Raise an RMA by lodging a request to return your product. You will need your order number and the email address used for the order. Please note that this option is only available if your request is submitted within 15 days of your order.
  • Alternatively, you may also bring your product to:

    HOLO soundhub@creative
    31 International Business Park
    #01-12A
    Singapore 609921
    (Beside entrance to Lift Lobby E)

    Operating Hours:
    Mondays to Fridays: 12PM to 7PM
    Saturdays: 10AM to 2PM
    Sundays and Public Holidays: Closed

Receiving your refund:

You should expect to receive your refund within 3 weeks after returning your product back to us. In many cases, you should receive your refund more quickly.

For all enquiries relating to your RMA request, please contact us for assistance.

What's your return policy for orders placed with the Creative Store?

We're committed to providing customers with products and services of the highest quality.

Orders placed with the Creative Store are not eligible for returns pertaining to a change of mind except for products covered under the 15-day return policy. If you find that there's a problem with your order (defective item, wrong, or missing products), please contact us within 30 days of your order for a replacement.

Cancellation or returning of orders that have been processed or shipped may be approved on a case by case basis, based on our sole discretion. Authorised returns will incur a charge of SGD $20 (or 5% of the order total, whichever that is higher).

We are also unable to provide refunds for products purchased from our retailers. Please contact them directly to enquire on your refund options.

How do I return my defective product to you?

You are advised to take a look at our existing troubleshooting guides to determine if the problem can be resolved without requiring a return. To arrange for a return, please file a Technical Support Enquiry request and our customer service agents will get in touch with you.

Alternatively, you may also bring your product to:

HOLO soundhub@creative
31 International Business Park
#01-12A
Singapore 609921
(Beside entrance to Lift Lobby E)

Operating Hours:
Mondays to Fridays: 12PM to 7PM
Saturdays: 10AM to 2PM
Sundays and Public Holidays: Closed

Service DescriptionFee
Diagnosis/AdministrativeS$40
Additional charge may incur if repair/replacement is required.
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