Home / FAQ

Factory Warranty

All products of Dearear is covered by a 12 months factory warranty. Defects due to misuse, lack of care, mishandling, abuse and general wear-and-tear is not covered by the factory warranty. Dearear reserve the right on all refund or return decisions.

Only one side has sound on the Endear True Wireless?

Please make sure:

1) The left and right earpiece MUST first be paired successfully. This is only required to be done once. To pair the left and right earpiece, press and hold both buttons for 5 seconds and you’ll see both LEDs flash white once. Then, continue holding both buttons until you see the LED light on the left earpiece flash white and blue continuously.

Tutorial Video - Earphone Pairing


2) After pairing between the earpieces, it must then be connected to the mobile phone.

Tutorial Video - Device Pairing

How to connect with the mobile phone?

To connect Endear to your phone, turn on the Bluetooth on your mobile phone and search for DE-TW-01. Click on DE-TW-01 to connect. After connecting for the first time, the next time it will auto connect to your phone.

Tutorial Video - Device Pairing

How do I know if Endear True Wireless is charging?

Place both earpiece into groove of the charging case, and make sure the metal contacts are touching.

On Charging Case
BLUE LED = Charging case being charged
WHITE LED (Breathing pattern) = Earpieces being charged
NO LED = Earpieces fully charged.

On Earpiece
BLUE LED (Solid) = Earpiece being charged
NO LED = Earpiece fully charged

Tutorial Video - Earphone Charging

Manuals

Terms & Conditions

Factory Warranty

All products of Dearear is covered by a 12 months factory warranty. Defects due to misuse, lack of care, mishandling, abuse and general wear-and-tear is not covered by the factory warranty. Dearear reserve the right on all refund or return decisions.

International Deliveries

We ship internationally from Hong Kong. Please note that delivery fees may apply for each country.

Shipping Methods

- For local delivery (within Hong Kong) 1-2 business days.
- For international delivery up to 5-7 business days.
A signature is requested on delivery for both standard and express deliveries. If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back and then attempt to delivery on the following working days. Please follow the instructions on the card left by the courier to arrange re-delivery.

Taxes and Duties

Any import duties and taxes are charged once the parcel has reached the destination country and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. You are advised to contact your local customs office if there are any questions related to customs charges. We are required by law to declare full value (purchase price) of the product on any waybills or customs documentation.

Return / Replacement Policy

Please email us in advance by giving your order confirmation number / Paypal receipt number. You must also fulfill All conditions as listed below to qualify for refund / return:
- Returned within 7 days from the date of delivery.
- Must be purchased from our official online shop (Paypal receipt number will be required to proof purchase). For all purchase outside of our official online shop please contact the original reseller or your local distributor.
- Returned in its original condition (Undamaged) and shipped back via insured parcel post in the original packaging with tracking number. (User to bear shipping cost). Dearear will not be responsible for any lost or damaged packages.

Return Procedure

Once the customer fulfils the condition listed above, please provide below information in order for us to process the return:
1) Name
2) E-mail address
3) Order form number
4) Reason for return in a return request email to cooper@thecoopidea.com

Once you receive a reply from our customer support, please prepare shipment by following the instructions given in our return email. Refund/exchange item will be sent out upon arrival of the returned shipment. Lead time is approx 14 days after receipt of returned goods.

Shipping costs incurred in all returned shipment are not refundable.
No return is accepted or allowed if the product is purchased from Dearear's resellers or distributors, please contact the reseller or distributor directly for returns and exchanges.