Warranty Policy

What is Shokz limited warranty?

In addition to the Australian statutory warrantys, Shokz Holding Limited (Shokz) provides a voluntary limited warranty against defects in materials and workmanship for all products purchased directly from shokz.com.au or our authorised sellers (Shokz Warranty).

 

How long is the warranty period?

The Shokz Warranty is valid for a period of 2-year from the date of the original retail purchase.

 

What does Shokz limited warranty cover?

The Shokz Warranty applies only to products originally purchased by customers in their capacity as consumers defined by the Australian Consumer Law or given as gifts. It does not apply to products purchased for resale.

The Shokz Warranty covers manufacturer defects in materials and workmanship affecting the headphones, charging case, charging cable and wireless adapter (hereinafter also referred to as the “products”). No other free giveaways or accessories are covered by the Shokz Warranty.

The Shokz Warranty does not apply to defects or damage arising in the following circumstances:

  • Second-hand transactions
  • Defects or damage caused by improper use or maintenance
  • Normal wear and tear
  • Commercial use
  • Loss
  • Accidents or damage caused by any other external force or event
  • Unauthorised repair, modification or customization of the product
  • Products not purchased through Shokz’ authorised website or authorised sellers.

 

What do I need for a warranty claim?

If you become aware of a fault or defect with your products, you must cease using the product and contact Shokz with a description of the fault or defect.

Serial number and proof of purchase are necessary for a warranty claim.

The proof of purchase you provide must be a valid tax invoice issued by Shokz or its authorised sellers. A valid invoice will usually contain the product model number, date of purchase and store name. Unfortunately, no warranty claims will be processed in the absence of a serial number and valid proof of purchase.

 

Where can I find the serial number?

A serial number (with 12-14 digits) may be printed on the packing box, warranty card, charging case and headphones. You can try to find it on the following location.

 

What if the Products are a gift?

If your products are received as a gift, and you are unable to provide a valid tax invoice, then your 2-year warranty period will be calculated from ninety (90) days after the manufacture date shown in the serial number.

 

How do I apply for a warranty claim?

You can submit a warranty claim here with your serial number and valid proof of purchase.

 

What is the procedure for a warranty claim?

If you are making a claim within 30 days after purchasing your products, to get fast and convenient support locally, we recommend you contact the authorised seller from whom you purchased your products to process your warranty claim. When making a warranty claim with an authorised seller, you will still need to submit the product serial number and a valid proof of purchase. If you require further support, kindly contact us or email customer.service@shokz.com.

All Shokz Warranty claims must be submitted together with all required information within the 2-year warranty period.

After you submit your Shokz Warranty claim, our customer service team will use their best endeavours to respond to your claim within 2-3 business days and to resolve your warranty claim within a reasonable time. The amount of time that is considered reasonable will depend on the nature of the problem.

Your Shokz Warranty claim will be cancelled if the customer service team does not hear from you within a reasonable time of a request for further information. In this case, you may be required to file a new claim within the warranty period.

 

What happens with replacements?

Any replacement(s) will be the same as the products originally purchased, including model, size, and colour. If the model is a discontinued one, we will offer an equivalent or superior model to the original model.

If the charging case or one of the earbuds is broken,we will replace the whole set during the warranty period and within the warranty coverage.

The warranty period of the replacement product will be 2 years from the date the original product was purchased.

 

Australian Consumer Law

Our products come with warrantys that cannot be excluded under the Australian Consumer Law.

Under the Australian consumer law, if a product fails to meet a warranty, the remedy to which you are entitled depends on whether the failure to comply with the warranty 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 can choose between providing a repair or offering the consumer a replacement or a refund.


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