LG Qualified Audio Promotion
FREQUENTLY ASKED QUESTIONS
What is this promotion for?

With purchase of LG Audio, a customer is quailfied for PL5 Portable Speaker or HBS-FN5W LG TONE Free Wireless Earbuds.

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SP8YA SNC75A SPD75A QP5 QP5W
SP7Y SP7DY SN6Y GP9 CK99
RN9 RK7 RP4 RP4G RP4B
What are the valid dates for this promotion?

Qualifying purchases must be made between October 4, 2021 and December 5, 2021 ("Program Period").

What is the deadline for my submission?

Online submissions must be received by 11:59 PM Pacific Time on January 5, 2022

What are considered as valid purchases for this promotion?

The LG Qualified Audio must be purchased new at Authorized LG Dealers located in the 50 U.S. states and the District of Columbia during the Program Period (except Puerto Rico). For a list of Authorized LG Dealers, please visit LGWirelessAudioPromotion.com/lgauthorizeddealers/.

Can anyone register for this promotion?

This offer is valid only for consumers who are 18 years old or older, and are legal residents of the 50 U.S. states and the District of Columbia except for Puero Rico.

Do I qualify if I purchased a refurbished or used LG Qualified Audio?

For the purposes of this promotional offer, LG Qualified Audio refers to all new in-box items. Open box items, refurbished or used models, and display units are not eligible.

I purchased an LG product other than the LG Qualified Audio. Do I qualify to redeem this promotion?

No. To be eligible for this promotion you must purchase an LG Qualified Audio during the Program Period at an Authorized LG Dealer.

How many times can I apply for this promotion?

The maximum number of products eligible for this rebate in the same household is the number of completed purchases.

How do I redeem this promotion?

To redeem, go to LGWirelessAudioPromotion.com and complete the redemption process. You must provide (1) one (1) original, dated sales receipt of LG Qualified Audio purchased from Authorized LG Dealers dated during the Program Period, and (2) a valid manufacturer serial number. (must be captured from Audio, not Box).

What do I do if I can't find my serial number?

Serial numbers can be found on the rear side of the Audio, near the UPC code. You must provide a valid manufacturer serial number along with an original, dated sales receipt of eligible product purchased from Authorized LG Dealers dated during the Program Period to be able to redeem this promotion. If you don't have a valid serial number, your claim will be rejected.

The website won't accept my serial number. An error message appears telling me that my serial number is invalid/incorrect.

The most likely reasons for the rejection are: the serial number was entered incorrectly, the product was purchased from a non-LG Authorized Dealer, or the product is not one of the LG Qualified Audio. If you continue to have issues entering what appears to be a valid serial number, please call or email the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com.

Can I redeem this promotion before I receive my Audio (i.e. purchased online or during pre-order period)?

No. You must have the Audio to be able to provide the product's serial number during the redemption process. If you don't have a valid serial number, your claim will be rejected.

I lost the receipt to verify my purchase of the LG Qualified Audio. If I can provide the serial number, can I still redeem this promotion?

No. You have to have a valid proof of purchase (original, dated sales receipt of LG Qualified Audio purchased from Authorized LG Dealers dated during the Program Period) to redeem this promotion. If you cannot provide a valid proof of purchase, your claim will be rejected.

My submission was rejected and I'd like to resubmit. What is the deadline?

The deadline for resubmissions for rejected claims is the same deadline for all redemption claims: 11:59 PM Pacific Time on January 5, 2022.

Do I need to pay taxes or shipping fees?

There is no sales tax associated with the PL5 Portable Speaker and the HBS-FN5W LG TONE Free Wireless Earbuds. LG will cover the cost of shipping fees for the free PL5 Portable Speaker or HBS-FN5W LG TONE Free Wireless Earbuds.

Can I mail in a submission form?

No. Mail-in forms will not be accepted for this promotion. Redemption requests are only accepted through LGWirelessAudioPromotion.com.

How do I know if my request was submitted successfully?

You will typically receive an e-mail confirming that the redemption request has been received and is being processed within 24 hours of submitting the request. Please note: this e-mail is NOT a confirmation of approval of the redemption claim.

I have not received the email confirming receipt of my redemption request. What should I do?

Check your Spam folder for the confirmation email. Call or email the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com.

I experienced issues with the website and was unable to submit. What should I do?

Please try again before 11:59 PM Pacific Time on January 5, 2022. Upgrade or try a different browser if necessary (Chrome, Firefox, Explorer, Opera, etc.). For additional assistance, call the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com.

Why did my submission get rejected? Can I resubmit again?

The submission was rejected for one or more of the following reasons:

1) Missing receipt or the receipt was invalid for one or more of the following reasons:
    a) The purchase was not made through an Authorized LG Dealer.
    b) The purchase was made outside of the Program Period.
    c) You purchased a non-qualifying product.
    d) Illegible, or mechanically reproduced (i.e. Photoshopped to appear correct)
2) Invalid or missing the LG Qualified Audio's serial number. Serial numbers can be found on the rear side of the Audio, near the UPC code.
3) Mailing address or contact information was illegible or incorrect.

If you feel the rejection was in error, you can resubmit with the original submission number and a valid proof of purchase and serial number at to LGWirelessAudioPromotion.com.

How do I know if I am approved?

You will receive an email confirming your approval status.

How soon will I receive my Bluetooth portable speaker or TONE Free Wireless Earbuds?

Please allow 6-12 weeks from date of validation of the claim for processing, or as otherwise required by law. You will receive e-mail confirmation once your free PL5 Portable Speaker or HBS-FN5W LG TONE Free Wireless Earbuds has shipped. For the rebate status, please call 1-844-944-6000 or check online at LGWirelessAudioPromotion.com or e-mail support@LGWirelessAudioPromotion.com.

My package was delivered, but I never received it.

Please contact the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com for further assistance. A customer service representative will be able to provide you with shipping and tracking information.

How will my package ship?

The free PL5 Portable Speaker or HBS-FN5W LG TONE Free Wireless Earbuds will be shipped by a carrier of LG's choice.

My package was lost by carrier, can you send another?

Please contact the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com for further assistance.

What happens if my package is missing the PL5 Portable Speaker or the HBS-FN5W LG TONE Free Wireless Earbuds?

Please contact the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com for further assistance.

What happens if I've received a defective PL5 Portable Speaker or HBS-FN5W LG TONE Free Wireless Earbuds? Can I return it to a carrier store location?

You cannot return or exchange the PL5 Portable Speake or the HBS-FN5W LG TONE Free Wireless Earbuds at any retail store for any reason. Please contact the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com for further assistance.

My store is still promoting your promotion after the deadline. This is the only reason why I purchased, why do I not qualify?

All purchases must be made between October 4, 2021 and December 5, 2021, and all redemption claims must be made by 11:59 PM Pacific Time on January 5, 2022. There are no exceptions.

I purchased the LG Qualified Audio for this promotion after the deadline. The salesperson never told me that I had to apply and that there was an expiration date.

All purchases must be made between October 4, 2021 and December 5, 2021, and all redemption claims must be made by 11:59 PM Pacific Time on January 5, 2022. There are no exceptions.

For questions specific to the LG Qualified Audio (e.g., device functionality, software, warranty, repairs) or questions about other LG products, please contact:

Service Department:
LG Electronics Alabama, Inc.
1-800-243-0000
http://www.lg.com/us/support

How will you use and/or share my information?

Participation in this promotion sponsored by LG Electronics U.S.A., Inc. is completely voluntary.

When you are entering your redemption request, you will be asked if you'd like to receive news and special offers from LG and its partners. If you agree, you will receive occasional promotional emails from LG. You can unsubscribe from these emails by using the provided unsubscribe link within the email.

LG has a very strict privacy policy to protect our consumers. Full privacy policy is available at https://www.lg.com/us/privacy.

Where can I find the terms and conditions for this promotion?

The full terms and conditions can be found at LGWirelessAudioPromotion.com/terms-conditions.

If I have questions regarding this promotion, who can I contact?

Please contact the Customer Service Support Center at 1-844-944-6000 during its regular business hours or e-mail support@LGWirelessAudioPromotion.com for further assistance.

What information must be included in my receipt?

You must prove the purchase of Audio, model name, purchase date and retailer name.

Can I use my PO Box address for delivery?

No. We do not ship to PO box address.

What is the status of my submission?

1) SUBMITTED
    a) This is initial status when customer completes submission.
    b) Customer receives email notifying that their submission has been completed.

2) PENDING
    a) Admin can put submission on ‘PENDING’ and have supervisor or operation admin to take a further look at later on.
    b) ‘Pending’ status will not be visible to the customer when they check the status.

3) APPROVED
    a) When Admin approves submission, status turns to ‘ARPPOVED’.
    b) Customer receives email notifying that their submission has been approved.

4) REJECTED
    a) When submission is rejected, status turns to ‘REJECTED’.
    b) Customer receives email notifying that their submission is rejected, email will provide the reason for rejection.

5) AWAITING_SHIP
    a) When submission has been ‘APPROVED” and information has been sent to warehouse.

6) SHIPPED
    a) When order has been shipped and tracking number has been generated.
    b) Customer receives email notifying their promotion item is shipped and email will provide tracking number.