Warranty Policy

Shokz Global Limited (referred to as “Shokz”, “we” or “our”) and our authorized sellers  provide a warranty (Shokz Warranty) against manufacturing defects for all genuine Shokz products, starting from the original purchase date.
Shokz Global Limited
Business address: Units 701 to 703 and 705 to 708, 7th Floor, Building 16E, Phase Two, Hong Kong Science Park, Pak Shek Kok, New Territories, Hong Kong, China
Email: support.au@shokz.com
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. For Australian consumers, the warranty period is two years for new products and one year for refurbished products from the original date of purchase.
This warranty applies exclusively to products purchased from Shokz or its authorized dealers.
The benefits to the consumer given by this warranty are in addition to other rights and remedies of the consumer under a law in relation to the goods to which the warranty relates.
No provision of this Warranty Policy shall apply to a single earbud purchased separately under the Shokz Single Earbud Purchase Program. Such purchases are governed exclusively by the applicable Single Earbud Terms & Conditions.

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, magnetic 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. This provision does not apply to a single earbud purchased under the Shokz Single Earbud Purchase Program.
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.

What happens after I 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 authorized retailers showing the product model, purchase date, and retailer). Without these, your warranty claim cannot be processed.
Warranty claims may also be sent by post to: support.au@shokz.com.

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.

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.

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, while certified refurbished products are covered by a one-year limited warranty, both 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. This provision does not apply to a single earbud purchased under the Shokz Single Earbud Purchase Program.

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. This provision does not apply to a single earbud purchased under the Shokz Single Earbud Purchase Program.
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.