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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's the “14-day Satisfaction Guaranteed” program for Creative Outlier ONE, Creative Metallix, and Creative Metallix Plus?

Orders for Creative Outlier ONE, Creative Metallix, and Creative Metallix Plus are covered under the 14-day satisfaction guarantee. If you find that these products you've purchased direct from the Creative Store do not suit your needs, is defective, or is damaged in-transit, you have the option of returning it to us within 14 days of your order for a refund or an exchange.

Note: All other products are not covered under the 14-day satisfaction guarantee, and are not eligible for returns due to a change of mind.

Returning your product back to us for a refund:

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

  • Products must be returned within 14 days of your order
  • Products must be returned in its original packaging with the full package contents in place

The refund amount will only include the price you paid for the returned product. We are unable to provide return mailing labels, nor are we able to provide refunds for shipping costs.

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. Please include your request to return your product, while including your order number and email address used for the order.
  • After an RMA number has been provided, you will need to bring your product to:

    Customer Care Center
    31 International Business Park
    #04-11, Lobby B, Creative Resource
    Singapore 609921
    (Download Map)

    Operating Hours:
    Mondays to Fridays: 10AM - 6PM
    Weekends 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?

Orders placed with the Creative Store are not eligible for returns pertaining to a change of mind. 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.

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:

Customer Care Center
31 International Business Park
#04-11, Lobby B, Creative Resource
Singapore 609921
(Download Map)

Operating Hours:
Mondays to Fridays: 10AM - 6PM
Weekends and Public Holidays: Closed


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

For product(s) purchased from Creative authorized distributors/resellersWe recommend that you contact the place of purchase first. You can then bring your product to the shop for an exchange, if it is legitimate.