Warranty Policy

What is warranty claim

Shokz (here in after referred to as "we" and "our") or authorized agents provides warranty service for all of our customers in the period specified on the package, against manufacturing defects for all of its authentic products from the date of purchase. You can apply for a warranty claim if your products cover the warranty period. Our customer service team will proceed with your claim in 2~3 business days. Generally, the warranty replacement will keep the same with the original products in model, size, and color. If the model is discontinued, the replaced model will be provided by a similar or higher model.

The guarantee is provided in addition to the statutory warranty and that it does not affect any rights under the statutory warranty.

 

How long is the warranty period

The warranty period counts from the original purchase date, in correspondence with the warranty card in the package. We offer a two-year warranty on all headphones purchased from shokz.com.au.

 

What the warranty does not cover

The warranty applies only to products originally purchased for end-user or given as gifts. The warranty covers the claim of the headphones and charging cables, all of the free giveaways and accessories do not cover in the claim. The warranty does not apply in the following cases.

  • Second-hand transactions
  • Defects or damage caused by improper use or maintenance
  • Normal wear and tear
  • Commercial use
  • Accidents or external causes
  • Unauthorized repair, modification or customization of the product
  • Products not purchased through authorized regular channels

 

What do I need for warranty claim

Serial number and proof of purchase are necessary for a warranty claim. The proof of purchase you provide must include the headset model number, date of purchase and store name. If neither of these is available, we are sorry the warranty claim is unable to process.

 

Where can I find the serial number?

Starting with letter or digits, the serial number is printed on the packing box, warrant y card and headphones with 12-14 digits number. You can try to find it on the following location.

 

How about the headphone is a gift

If your headphone is a received gift, and unable to provide a valid proof of purchase, then your warranty period will be calculated from ninety (90) days after the manufacture date shown in the serial number.

 

How to 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 warranty claim

To get fast and convenient supports locally, we advise you to contact the retailer from whom you purchased to validate a warranty claim during the first thirty (30) days after purchase. The time would be different depending on the retailer. For further supports, kindly contact us or email customer.service@shokz.com. If there is no local distributor in your countries, we will help you as much as possible based on the situation.

When filing a warranty claim, you will need to submit the product serial number and a valid proof of purchase.

Shokz will make all reasonable efforts to resolve any problems before determining, at its discretion, if the product is in fact defective.

 

How long does the warranty claim take

Generally, the customer service team will respond to your claim within 2-3 business days. The warranty claims will be canceled if the customer service team doesn't receive your further reply within 15 business days. We advise you to file a new claim in accordance with your needs within the warranty period. If the warranty period has expired, the warranty service will not be provided.

 

How long will take to receive a replacement

After you submit your warranty claim, the customer service team will proceed with your claim within 2-3 business days. Processing time might be different according to the real situation.

 

How about the repair service

We do offer a two-year warranty in most countries. If you experience a manufacturer defect at any point in the first two years, kindly apply for a warranty claim or contact us.For further details you can email customer.service@shokz.com.

 

How to upgrade the model during the warranty process

The replacement(s) will be the same as the original one, including model, size, and color. If the model is a discontinued one, we will offer the most similar or higher model with the original model based on the actual situation.

 

How about the replacement's warranty period

The warranty period of the replacements is based on local policy. If there is no relevant document, it will count in correspondence to the original model.