Warranty & Repairs
Every cable we make is built to last, and backed to prove it.
2-YEAR ARACHNE WARRANTY
Every custom cable, modification, and reterminate we build carries a full 2-year warranty. If it fails through a fault in our materials or our workmanship, we put it right, no quibbling.
WHAT THE WARRANTY COVERS
It covers our work: the cable, the connectors we fit, the soldering, the sleeving, the termination. That is the part we make, so that is the part we stand behind.
WHAT IT DOES NOT COVER
It does not cover the parts of your headphones we never touch. On a detachable-cable mod or a repair, the original headphone components (the drivers, the housings, the internal electronics) remain the manufacturer's domain. If a driver fails eighteen months after a mod, that is a headphone fault, not a fault in the work we did, and it sits outside our warranty. It also does not cover normal wear, accidental damage, or misuse.
MODS, PAINTING, AND PADS
The same principle covers our other work. On a custom paint or refinish, we stand behind the finish: if it peels or flakes through a fault in our work, we put it right. We do not cover chips or scratches from everyday handling. Pads are a wear item, so while we cover correct fitting and any fault in what we supplied, normal pad wear over time is not a warranty matter. As with cables, the warranty covers the work we did, not wear from use.
WE REPAIR. WE RETERMINATE. YOURS OR NOT.
A cable is not disposable. If yours is damaged, or your setup changes and you need a different connector, send it back. We repair breaks and reterminate to a new plug rather than have you buy again.
And it does not have to be one of ours. We repair and reterminate cables from other custom builders too. If another brand's cable has failed or no longer fits your setup, we can usually save it. Out-of-warranty and third-party repairs are charged at a fair rate, and we always quote before doing anything.
MADE IN THE EU, SERVICED IN THE EU
Because we build in Tallinn, sending a cable back for service means no transatlantic shipping and no customs headache. For European listeners that is the practical difference between a cable you can actually get serviced and one you cannot.
BEFORE YOU SEND IT IN
Please give anything you send us a quick clean first, cables and headphones alike. We handle every item by hand on the bench, and a wipe-down before it ships means we can get straight to the work. We reserve the right to return items that arrive in an unhygienic state.
YOUR STATUTORY RIGHTS
Separate from this warranty, EU consumers have a statutory 2-year legal guarantee for conformity defects under EU law. That applies to all our products, including custom goods, and runs independently of the warranty above.
HOW TO START
Email orders@arachne.audio with your order number and a photo of the cable. We will tell you what is needed and, if it is a warranty case, sort it at no cost.