Product Support & Warranty

 

Product Support & Warranty

At Purevoria, we want every product to be simple to use, reliable in everyday life, and supported when you need help.

This page provides general product support, troubleshooting guidance, and information about warranty service for Purevoria audio products.

If you need assistance with an existing order or product, please contact our customer support team at:

Email: service@purevoria.com

For faster assistance, please include your order number, product name, and a brief description of the issue.

1. Product Support

Our customer support team can assist with:

  • Bluetooth pairing and connectivity

  • Charging and battery questions

  • Product setup and basic operation

  • Sound and playback issues

  • Compatibility questions

  • Button and control functions

  • General troubleshooting

  • Product care and maintenance

  • Warranty and replacement inquiries

  • Damaged or defective products

Whenever possible, please provide photos or a short video showing the issue. This can help our team review your request more efficiently.

2. Bluetooth Pairing

Most Purevoria Bluetooth speakers are designed for simple wireless pairing.

Basic Pairing Steps

  1. Fully or partially charge the speaker before first use.

  2. Turn on the speaker.

  3. Enable Bluetooth on your smartphone, tablet, computer, or other compatible device.

  4. Open your device's Bluetooth settings.

  5. Select the Purevoria speaker from the list of available devices.

  6. Wait for the connection confirmation before starting playback.

Once successfully paired, compatible devices may reconnect automatically when Bluetooth is enabled and the speaker is within range.

If the Speaker Does Not Appear

Try the following:

  • Turn Bluetooth off and back on

  • Restart the speaker

  • Restart your phone or other source device

  • Remove or "Forget" the previous Bluetooth connection and pair again

  • Move the devices closer together

  • Disconnect other Bluetooth devices that may already be connected

  • Make sure the speaker has sufficient battery power

Bluetooth performance may vary depending on the connected device, surrounding wireless interference, walls, distance, and other environmental conditions.

3. Charging Support

Use a compatible charging cable and power source suitable for your Purevoria product.

Before charging:

  • Make sure the charging port is clean and dry

  • Inspect the charging cable for visible damage

  • Connect the cable securely

  • Avoid excessive force when inserting or removing the connector

Charging times may vary depending on the product model, battery level, charger output, temperature, and whether the product is being used while charging.

If the speaker does not appear to charge:

  • Try another compatible cable

  • Try another compatible power adapter or USB power source

  • Check the charging port for dust or debris

  • Leave the product connected to power for a reasonable period before attempting to turn it on again

Do not use damaged charging accessories.

4. Battery Care

Rechargeable batteries naturally lose capacity over time and through repeated charge cycles.

To help maintain battery performance:

  • Avoid exposing the product to excessive heat

  • Do not leave the battery fully depleted for extended periods

  • Recharge the product periodically during long-term storage

  • Use compatible charging equipment

  • Keep charging ports clean and dry

  • Avoid charging in extremely hot or cold environments

Actual battery runtime may vary depending on volume level, wireless connection, playback content, product settings, battery age, and environmental conditions.

Any battery-life specification shown on a Purevoria product page represents expected performance under specified or typical testing conditions and may differ from individual real-world use.

5. Sound or Playback Issues

If you experience interrupted audio, low volume, distortion, or unstable playback, try the following:

  • Confirm the connected device volume is turned up

  • Adjust the speaker volume

  • Move the speaker closer to the connected device

  • Disconnect and reconnect Bluetooth

  • Restart both devices

  • Test the speaker with another phone, tablet, or computer

  • Reduce nearby wireless interference

  • Make sure the battery has sufficient charge

Audio performance can also vary depending on the quality of the source file, streaming service, connected device, equalizer settings, and listening environment.

6. Product Reset

Certain Purevoria products may support a reset function.

Reset procedures vary by model.

If you believe your product needs to be reset, please refer to the instructions supplied with your product or contact:

service@purevoria.com

Please include the product name or model so our support team can provide the appropriate instructions.

7. Product Compatibility

Purevoria Bluetooth products are designed to work with compatible Bluetooth-enabled devices.

Compatibility may depend on:

  • Bluetooth version

  • Device hardware

  • Operating system

  • Software version

  • Supported Bluetooth profiles

  • Individual device settings

Certain functions may not be available on every smartphone, tablet, computer, television, or other connected device.

If you are unsure whether a Purevoria product is compatible with your device, please contact us before purchasing.

Purevoria Limited Warranty

Purevoria stands behind the quality of its products.

Eligible Purevoria products are covered by the limited warranty period stated on the applicable product page, product documentation, or order information.

The warranty period begins from the original date of purchase unless otherwise stated.

The warranty applies only to products purchased through Purevoria.com or another authorized Purevoria sales channel where applicable.

8. What the Limited Warranty Covers

Subject to the terms below, the Purevoria Limited Warranty may cover defects in materials or workmanship that occur during normal intended use.

Examples may include:

  • Product does not power on due to an internal defect

  • Charging function fails under normal use

  • Bluetooth connectivity hardware fails

  • Speaker output fails due to an internal manufacturing defect

  • Buttons or controls stop functioning due to a manufacturing defect

  • Other verified manufacturing-related failures

Warranty eligibility is determined after review of the product issue and supporting information.

9. What the Limited Warranty Does Not Cover

The warranty does not cover damage or performance issues caused by circumstances unrelated to manufacturing defects, including:

  • Accidental drops or impact

  • Crushing or excessive external force

  • Improper installation or use

  • Unauthorized modification or repair

  • Improper charging equipment

  • Misuse or neglect

  • Cosmetic scratches, dents, or normal surface wear

  • Normal battery capacity reduction over time

  • Exposure to excessive heat or extreme environmental conditions

  • Liquid or moisture damage unless the product is specifically designed and rated for such exposure

  • Damage caused by using the product outside its intended purpose

  • Loss or theft

  • Damage caused during transportation after customer receipt

  • Failure caused by third-party accessories or devices

  • Products with removed, altered, or unreadable identifying information

  • Normal wear and tear

Water-resistant or splash-resistant products should only be used according to the specific rating and instructions stated on the applicable product page.

Water resistance does not mean a product is protected against every form of liquid exposure.

10. How to Submit a Warranty Request

To request warranty assistance, contact:

service@purevoria.com

Please provide:

  • Your full name

  • Order number

  • Product name or model

  • Date of purchase

  • A clear description of the problem

  • Photos of the product where relevant

  • A short video demonstrating the issue where possible

Our support team may also ask you to complete basic troubleshooting steps before determining whether warranty service is required.

Please do not return a product without first contacting our customer support team.

11. Warranty Review

After receiving the necessary information, our team will review the request and determine whether the issue appears to qualify for warranty service.

We may request additional information if necessary.

Depending on the circumstances, we may provide:

  • Troubleshooting assistance

  • Replacement parts where applicable

  • Replacement of the affected product

  • Another appropriate remedy

The available remedy may depend on the product, location, availability, nature of the defect, and applicable consumer protection laws.

Where replacement is approved, the replacement product may be the same model or an equivalent product with comparable functionality where the original model is unavailable.

12. Proof of Purchase

Valid proof of purchase may be required for warranty service.

Acceptable proof may include:

  • Purevoria order number

  • Order confirmation email

  • Receipt or invoice

  • Other purchase documentation we reasonably request

Warranty requests without sufficient proof of purchase may not be eligible for coverage.

13. Returns vs. Warranty Claims

Our Return Policy and Limited Warranty serve different purposes.

A return generally relates to an eligible product being returned within the applicable return period.

A warranty claim generally relates to a verified manufacturing defect arising during the applicable warranty period.

Please refer to our separate Return Policy for information regarding returns, refunds, and return eligibility.

14. Products Damaged on Arrival

If your product arrives visibly damaged, incomplete, or not functioning correctly, please contact us as soon as possible after delivery.

Please provide:

  • Your order number

  • Photos of the shipping package

  • Photos of the product

  • Photos of the damaged area

  • A short video if the issue involves product operation

Do not dispose of the original packaging until the matter has been reviewed.

15. Replacement Products

Where a replacement is approved, processing and delivery times may vary depending on:

  • Product availability

  • Customer location

  • Warehouse location

  • Shipping carrier

  • Customs procedures

  • Other logistical circumstances

Tracking information will be provided when available.

Replacement products remain subject to applicable warranty terms and local consumer protection requirements.

16. Safety and Responsible Use

Please use Purevoria products only as intended.

For safer everyday use:

  • Keep charging ports clean and dry

  • Do not use damaged charging cables

  • Do not expose products to open flames or excessive heat

  • Do not attempt to open, puncture, crush, or modify rechargeable batteries

  • Do not use products showing signs of battery swelling, overheating, or serious physical damage

  • Keep small accessories away from young children where applicable

  • Follow any product-specific warnings or instructions provided with the product

If a product becomes unusually hot, swollen, damaged, or produces an unusual odor, discontinue use and disconnect it from power where it is safe to do so.

Contact customer support for further assistance.

17. Consumer Rights

This Limited Warranty is intended to provide additional product support and does not exclude or limit rights that cannot legally be excluded or limited under applicable consumer protection laws.

Depending on your country or region, you may have additional statutory rights relating to defective goods, repairs, replacements, refunds, or other remedies.

Where applicable law provides greater protection, those legal rights will continue to apply.

18. Product Support Contact

For product support, troubleshooting, or warranty assistance, please contact:

Brand: Purevoria
Legal Entity: Wuhan Qudong Hezi Network Technology Co., Ltd.
Chinese Legal Name: 武汉趣动盒子网络科技有限公司
Registered Address: Room 1117, 11th Floor, Tongda Plaza, No. 111 Wenhua Avenue, Jiangxia District, Wuhan, Hubei, China
Customer Support Email: service@purevoria.com

When contacting us about an existing order, please include your order number and product name so that we can assist you more efficiently.

Purevoria — Sound That Moves With You.