Eligible Products
This Extended Warranty Service applies only to genuine Shokz headphones purchased from the official Shokz Australia website.
Products purchased from other sales channels, or products that are not genuine Shokz products, are not covered by this Extended Warranty Service.
About This Service
1. Service Description
After you purchase this Extended Warranty Service (the “Service”), the eligible product will receive up to one (1) additional year of coverage after the standard warranty period ends.
The total coverage period may last up to three (3) years from the original purchase date:
● Standard Warranty Period: From the original purchase date until the end of the two-year Shokz Limited Warranty period. During this time, your product is covered under the Shokz Limited Warranty.
● Extended Warranty Period: From the day after the Standard Warranty Period ends until the corresponding date of the following year. During this one-year period, your product is covered by the Service, and you may receive up to two (2) replacement benefits, subject to these Terms.
2. Important Information
The Service is provided in addition to the Shokz Limited Warranty and any rights you may have under the Australian Consumer Law. It does not replace or affect those rights.
The Service is not an insurance product. It is an additional limited after-sales service provided by Shokz.
By purchasing the Service, you will have access to:
● A clear online claim process;
● A response to service claims within 24 hours;
● Clearly defined coverage periods and replacement benefits; and
● A brand-new replacement product at no additional cost if your claim is approved.
Service Coverage
During the Extended Warranty Period, the Service provides the coverage described below.
1. Covered Faults
The Service covers functional faults caused by defects in materials, manufacturing issues, or failures that occur during normal use, provided that the fault is not caused by accidental damage, improper use, or external factors, and is confirmed by Shokz's official after-sales service team.
Consumable accessories are not covered. This includes, but is not limited to, charging cables, protective cases, carrying pouches, ear tips, ear hooks, and similar accessories.
2. Service Standard
Shokz will provide this Service in accordance with the following standards:
● Replacement with the same model:
Shokz will first try to provide a brand-new replacement product of the same model. For true wireless earphones, if only one part is faulty, such as the charging case or one earbud, Shokz may replace the faulty part or provide a replacement set, depending on local service availability and the circumstances of the claim. All replacement products are checked by Shokz for function and appearance to help ensure they meet Shokz quality standards.
● Replacement with an alternative model:
If the original model has been discontinued, is unavailable, or cannot reasonably be supplied, Shokz may, depending on inventory availability, provide a replacement product with similar function, intended use, and market value.
● Regional service availability:
The Service may be requested outside the country or region where it was purchased. If you submit a claim from another country or region, the available service options, processing time, and how the Service is provided may vary depending on local logistics, product availability, and service capability. Shokz will use reasonable efforts to coordinate the Service and will confirm the available arrangements with you in advance.
3. Replacement Benefits
The Service provides up to two (2) replacement benefits during the Extended Warranty Period.
This limit applies only to claims made under the Service. It does not exclude, limit, or affect any rights or remedies you may have under the Australian Consumer Law or any other applicable law.
● If your product is replaced for the first time under the Service after the standard warranty period ends, the replacement product will continue to be covered for the remaining Extended Warranty Period. Any unused replacement benefit will also carry over to the replacement product. The service type and coverage will remain the same as those that applied to the original product.
● If your product is replaced for a second time under the Service, the replacement benefits under the Service will be fully used. No further replacement benefit will be available under the Service. This does not affect any rights or remedies you may have under the Australian Consumer Law or any other applicable law.
Exclusions from Coverage
To the extent permitted by applicable law, the following situations are not covered by the Service, and Shokz may decline to provide a replacement under the Service.
1. Misuse or Accidental Damage
Damage caused by misuse, accidental damage, or improper handling is not covered. This includes, but is not limited to:
● Drops, crushing, impact, knocks, or other physical force that causes cosmetic damage or damage to internal parts;
● Liquid spills, immersion, moisture exposure, or similar events that cause electrical or circuit failure;
● Unauthorised disassembly, modification, or repair of the product;
● Replacement or use of non-genuine Shokz parts or accessories.
2. Theft, Loss, Misplacement, or Third-Party Damage
The Service does not cover situations where the product cannot be used because it has been stolen, lost, or misplaced.
It also does not cover damage caused by fraud, misappropriation, intentional acts, or negligence by any third party other than Shokz or a Shokz-authorised service provider.
3. Damage Caused by External Factors
The Service does not cover damage caused by external factors, including unstable power supply, power surges, lightning, fire, flood, earthquake, or other events beyond Shokz’s reasonable control.
It also does not cover damage caused by use in environments that do not comply with the product instructions, such as excessive heat or humidity, or faults that have not been confirmed by Shokz’s official after-sales service team.
4. Missing or Invalid Proof of Purchase
The Service does not apply if you cannot provide valid proof of purchase for the product or for the Service.
The original proof of purchase should be a screenshot of the electronic order from the official Shokz Australia website, clearly showing the order number, purchase date, and product model.
The Service may also not apply if the product serial number is illegible, altered, worn to the point of being unrecognisable, or does not match the Service registration information.
5. Non-Functional Issues
The Service does not cover issues that do not affect the normal function of the product. This includes, but is not limited to, cosmetic imperfections such as scratches or stains, software version incompatibility, or subjective customer preferences, including sound quality or wearing comfort, where no product defect exists.
6. Consumable Accessories
The Service does not cover normal ageing, wear and tear, or loss of consumable or replaceable accessories, including charging cables, protective cases, carrying cases, ear tips, ear hooks, and similar accessories.
7. Purchase Channel Requirement
The Service is only available through the official Shokz Australia website. If the Service was not purchased through this official channel, the product will not be eligible for coverage under the Service.
Service Purchase Process
The following requirements apply to the purchase of the Service:
1. Purchase Time
The Service is available for purchase only at the same time as the eligible Shokz headphone product. It cannot be purchased separately after the original order has been placed.
2. Purchase Channel
The Service is available for purchase only through the official Shokz Australia website.
3. Payment
The Service fee is payable in full at the time of purchase, at the price displayed for the corresponding product. Instalment payments are not available.
4. Product Linking
The Service takes effect after it is linked to the eligible product. There are two possible ways to link the Service:
● Automatic linking: If the number of eligible products in the order is the same as the number of Services purchased, the system will automatically complete the linking after purchase. No further action is required.
● Manual linking: If the order contains more products of the same model than the number of Services purchased, Shokz will send an email to the email address provided for the order. The email will include an Extended Warranty code and a form for linking the Service to your selected product. After you complete the form and the information is verified, the Service will be linked to that product.
5. Purchase Limit
The Service may be purchased only once for the same product, as identified by its unique serial number (S/N). Once the Service has been purchased for a product, no further purchase application for the Service may be submitted for that product.
Service Transfer and Cancellation
The transfer and cancellation of the Service are subject to the following provisions:
1. Linked Product
The Service is linked to the serial number (S/N) of the eligible product in your order. It cannot be transferred to, or used for, any other product.
2. Cooling-off Period and Refunds
You may cancel the Service within seven (7) days from the purchase date and receive a full refund of the Service fee.
After the seven (7)-day cooling-off period, the Service cannot be cancelled and the Service fee is non-refundable, except in the following circumstances:
● The Service cannot reasonably be provided due to reasons attributable to Shokz;
● You return the eligible product for a refund within the applicable product return period, in which case the related Service will also be cancelled and refunded;
● You do not complete the linking process within thirty (30) days after receiving the email with your Extended Warranty code, in which case the Service will be automatically cancelled and refunded; or
● A refund is otherwise required by applicable law.
3. No Cash Value
The benefits under the Service can only be used for the product replacement service described in these Terms. They cannot be exchanged for cash, vouchers, credits, or any other benefit.
Service Claim Process
If an eligible product develops a fault during the Extended Warranty Period, the Service claim process is as follows:
1. Fault Report
You may submit a service request through either of the following online channels:
● The After-Sales Service section of the official Shokz App; or
● The Warranty Claim portal on the official Shokz Australia website.
2. Troubleshooting
After receiving the claim, Shokz after-sales service team will contact you within 24 hours through the email address provided with your order or service request, and provide remote troubleshooting guidance, such as software reset or firmware update instructions.
3. Replacement Process
If the issue cannot be resolved through remote troubleshooting, our after-sales service team will send you the replacement instructions by email or through an in-account message.
After you confirm the replacement process, you should send the faulty product to the designated address within fourteen (14) calendar days in accordance with the instructions.
Shokz will cover the shipping cost for returning the faulty product.
4. Product Inspection
After the warehouse receives the faulty product, it will be inspected and verified. If the failure is confirmed to fall within the scope of coverage under the Service, the replacement product will proceed to dispatch.
If no fault is found, or if the fault is not covered by the Service, our after-sales service team will contact you to discuss the next steps.
5. Shipping the Replacement Product
After the replacement request is approved, Shokz will dispatch the replacement product through its logistics partner within two (2) to four (4) business days. Shokz will cover the shipping cost for sending the replacement product.
Replacement Benefit Limits
The replacement benefits under the Service will no longer be available in any of the following situations. Except where required by applicable law, no refund will be provided:
● The Extended Warranty Period has expired;
● The eligible product covered by the Service is lost;
● Shokz has provided two (2) replacements under the Service during the Extended Warranty Period. After the second replacement is completed, no further replacement benefits will be available under the Service.
This does not affect any rights or remedies you may have under the Australian Consumer Law or any other applicable law.
Personal Information
Shokz will handle the personal information you provide in accordance with the Shokz Privacy Policy.
This may include your name, email address, payment information, other registration information, and information about your use of the Service. This information may identify you or help identify you as an individual.
For more information, please refer to the Shokz Privacy Policy.
Other Terms
The following additional terms apply to the Service:
1. Service Adjustments
Shokz may adjust these Terms based on product updates, business needs, or changes in applicable Australian laws or regulations.
Any such adjustment updates will not affect your statutory rights.
The updated Terms will be published on the official Shokz Australia website and will apply from the stated effective date.
Purchases made after the effective date will be subject to the updated Terms, while purchases made before the effective date will remain subject to the Terms in effect at the time of purchase.
2. Disposal of Faulty Products
Faulty products returned to Shokz will be handled in accordance with applicable Australian laws and regulations relating to electronic waste management.
3. Governing Law
These Terms are subject to applicable Australian laws and regulations. Any matters not expressly addressed in these Terms will be subject to the Australian Consumer Law. If any provision of these Terms is inconsistent with applicable Australian law, the applicable law will apply to the extent of the inconsistency.
Australian Consumer Law
Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law.
For major failures with the Service, you are entitled:
● to cancel your service contract with us; and
● to a refund for the unused portion, or to compensation for its reduced value.
You are also entitled to choose a refund or replacement for major failures with goods.
If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done, you are entitled to a refund for the goods and to cancel the contract for the Service and obtain a refund of any unused portion.
You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.
