What is the Shokz Warranty Policy?
Shokz Global Limited (referred to as "Shokz", "we" or "our") and our authorised sellers (Shokz Warranty) provide a warranty against manufacturing defects for all genuine Shokz products, starting from the original purchase date.
You may submit a warranty claim if your product has a manufacturing defect and is still within the warranty period. Our customer service team will review and process your claim within 2–3 business days.
Warranty replacements will generally be for the same model, size, and color. Should the original model be discontinued, a similar or upgraded model will be provided.
The warranty period begins on the original purchase date, verified by a valid proof of purchase, such as a sales invoice or receipt.
The standard warranty period is two years for new products and one year for refurbished products in most countries and regions. Warranty terms vary by country and region.
This warranty applies exclusively to products purchased from Shokz or its authorized dealers.
This warranty is provided in addition to any statutory rights you may have and does not affect them.
What does the Shokz warranty cover?
This warranty applies only to new, genuine Shokz products originally purchased from Shokz or its authorized dealers, by customers in their capacity as consumers defined by the Australian Consumer Law, or given as a gift. It does not cover products purchased for resale, through unauthorized channels, or in any second-hand transaction.
The warranty covers manufacturing defects in materials and workmanship for the headphones, charging case, charging cable, and wireless adapter (collectively referred to as the “product”). Free promotional gifts and other accessories are not covered. If the charging case or one of the earbuds is defective, the entire set will be replaced.
The warranty does not cover defects or damage resulting from improper use or maintenance, normal wear and tear, commercial use, accident, loss, theft, or any other external causes. Any unauthorized repair, modification, or customization will void the warranty.
Should a covered defect arise within the warranty period, Shokz will replace the product with an equivalent new unit that is the same or similar to your original product and has been tested to meet Shokz functional requirements.
How to submit a warranty claim?
If you notice a fault or defect with your product, please stop using it immediately and prepare a description of the issue. For fast and convenient support within the first 30 days after purchase, we recommend contacting the authorized dealer or retailer from whom you purchased the product. If there is no local distributor or authorized dealer in your country, you can submit a warranty claim here with your product's serial number (printed on the packaging, warranty card, and headphones/charging case, typically 12–14 digits, letters or numbers) and a proof of purchase (a valid tax invoice issued by Shokz or its authorised retailers showing the product model, purchase date, and retailer). Without these, your warranty claim cannot be processed.
What if my headphones were received as a gift?
If you received your headphones as a gift and are unable to provide a valid proof of purchase, the warranty period will be calculated from ninety (90) days after the manufacturing date as indicated by the product's serial number.
How long will it take to process my warranty claim?
Our customer service team will typically respond to your submitted warranty claim within 2–3 business days. Upon receiving all required documents or information from you, we generally process the replacement within an additional 4–5 business days. Please note that actual processing times may vary depending on replacement inventory and other circumstances.
If we do not receive a necessary response from you within 7 days, the pending claim will be closed. You may submit a new warranty claim at any time during the remaining warranty period. Please be advised that warranty service cannot be provided after the warranty has expired.
Is repair service available for my headphones?
Due to the complexity of the device and other factors, Shokz is currently unable to offer repair services. Instead, we provide warranty coverage for manufacturing defects.
All new products come with a two-year limited warranty commencing from the original date of purchase.
If the charging case or one of the earbuds is defective, the entire set will be replaced within the warranty period and in accordance with the warranty coverage.
What happens with my replacement product?
Your replacement unit will, subject to availability, be the same model, size, and color as the original product. If the original model has been discontinued, we will provide a functionally equivalent or superior replacement.
Please note that if the charging case or one of the earbuds is defective, the entire set will be replaced under the terms of the warranty.
The warranty period for the replacement product will align with the local warranty policy. In the absence of specific local regulations, the warranty period will continue from the original date of purchase and will not be renewed.
Can I get warranty service in a different country or region?
Yes, Shokz provides out-of-area warranty service for products purchased through authorized channels. This service is governed by the official warranty policy of the product's place of purchase and is available provided that you are located in a Service Region (where Shokz or its authorized distributors operate) and the same product model is officially sold there.
If the model is not available in your current location or if you are outside all Service Regions, we can arrange a replacement to be shipped to a valid address within a Service Region where the model is officially sold.
Please note that specific procedures and requirements may vary depending on local warranty policies.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Under the Australian Consumer Law, if a product fails to meet a consumer guarantee, the remedy to which you are entitled depends on whether the failure is major or minor.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. When the problem is minor, the supplier may choose to provide a repair, replacement, or refund.
