Bluetooth Wired Headphones Adapter Cable Neckband
Help Center About Us

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Common questions and answers

Product issue
Usage and Connection
Shipping
Warrant
General Support
OEM/ODM

Product issue

Are your headphones waterproof or sweat-resistant?
Many of our sports models have IPX4–IPX7 water resistance, making them suitable for workouts and outdoor use.
Does this particular pair of headphones support connection to Apple/Android phones or computers?
These headphones use industry-standard connection protocols, ensuring broad compatibility with Apple and Android phones and various computer devices. Basic audio functions (music playback, calls) work normally on all devices, and multi-device dual-connection is also supported.
What is the battery life of your wireless headphones?
Battery life varies by model, but most wireless earbuds provide 4–8 hours of playback, with the charging case extending total usage to 20–40 hours.
What types of headphones we offer?
We offer a range of headphones including wireless earbuds, wired earphones, neckband headphones, and over-ear headphones designed for music, gaming, and daily use.

Usage and Connection

How do I connect the headphones to my phone?
Turn on the headphones Enable Bluetooth on your phone Select the headphone model name Connection will be completed automatically.
Why can't my phone find the headphones?
Try the following: Turn Bluetooth off and on again Restart the headphones Make sure the headphones are in pairing mode.
Why is only one earbud working?
This may happen if the earbuds lose synchronization. Please place them back in the charging case and reconnect them.
How do I reset the earbuds?
Place earbuds into the charging case Press and hold the reset button for 10 seconds Reconnect to your device.
Why is the Bluetooth connection unstable?
Possible reasons: Bluetooth interference Distance too far Low battery.

Shipping

Do you ship internationally?
Yes. We ship to most countries worldwide.
How long does shipping take?
Estimated delivery time: Asia: 3–7 days， Europe / North America: 7–12 days.
How can I track my order?
After shipment, you will receive an email containing your tracking number.
How is shipping calculated?
Free shipping on orders over ¥199, otherwise ¥10. International shipping costs are calculated based on weight and destination; see [Shipping Calculator] for details.
What is the return policy?
7-day no-reason return policy (product unused, packaging intact). Contact customer service for a return label; return shipping costs are your responsibility. Refunds will be processed within 7 days of receiving the goods. Free returns and exchanges for malfunctions within the warranty period.

Warrant

What warranty do you offer?
We offer a 12-month warranty covering manufacturing defects.The warranty period begins from the date of purchase and requires an invoice or order number. (Water damage and damage caused by human error are not covered under warranty.)
How do I repair malfunctioning headphones?
First, try self-troubleshooting (see below). If that doesn't work, log in to the [Warranty Application Page] to submit your request and mail them back to the designated address. We offer free diagnostics, and the repair cycle is approximately 7-10 days.
Common Troubleshooting: What to do if headphones won't connect via Bluetooth?
Steps: 1. Ensure headphones are fully charged and Bluetooth is enabled. 2. Reset headphones (press and hold the power button for 10 seconds). 3. Forget device and re-pair. 4. Update device system. If the problem persists, check for interference in the environment.
What should I do if the headphone volume is low or distorted?
Check the volume settings and clean the headphone mesh. Try switching devices to test. If it's a software issue, reset the headphones or update the app firmware.

General Support

How do I contact customer service?
Through [online chat] (weekdays 9:00-18:00), email info@backwin.com or whatsapp +86 18028610890 Estimated response time Less than one hour.
Which languages ​​does the official website support?
Chinese and English. Other languages ​​can be translated using your browser.
How do I obtain a product manual?
Download the PDF version [Manual Download Page]. A printed copy is included with the product.
What is our privacy policy?
We protect your personal information and will not share it with third parties. Please see the [Policy & Privacy Link].

OEM/ODM

Do you offer OEM or ODM services?
Yes. We provide full OEM and ODM services including: Logo customization， Packaging design， Product customization
What is the minimum order quantity (MOQ)?
MOQ typically starts from 500–1000 units depending on the product.
Can you customize packaging and branding?
Yes. Custom packaging and private labeling are available.
How long does OEM production take?
Normal production time: Sample: 7–10 days， Mass production: 25–35 days