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Warranty & Return
Warranty
How do I file a warranty claim?
US & Canada
Shokz offers a two-year manufacturer warranty on all new headphones purchased from authorized retailers in most countries. Refurbished products purchased from authorized retailers are covered by a one-year manufacturer warranty. If you believe your product is faulty and is within the warranty period, please fill out this form to submit a warranty claim here.
After you’ve completed and submitted the warranty claim form our customer service team will proceed with your claim within two business days. If you are required to return your headphones prior to approval, you will receive an email with a prepaid return shipping label. Please do not mail your headphones to Shokz without a prepaid return label provided by Shokz as this will delay the claims process.
If no further information is needed, you’ll receive an approval confirmation email, followed by a shipping confirmation email with a tracking number for your replacement headphones once they have been shipped. Please do not discard your faulty headphones until you receive your replacement.
International
Step 1: Submit a claim via this form
Step 2: After you’ve completed and submitted the warranty claim form, a member of our warranty department will forward your claim to your local distributor for review. The local distributor will reach out to you directly with next steps. Do not discard your faulty headphones until you receive your replacement.
*Most countries offer a two-year warranty. Please note, China, Hong Kong, Macao, and Taiwan only offer a one-year warranty.
How does the claims process work?
If you’re experiencing a problem with your headphones and you would like a replacement, you can file a warranty claim.
US & Canada
A member of our Customer Happiness Team will review and respond to your claim within two business days. At this time, they may approve the claim, deny the claim, request for additional information, or request for the faulty headphones to be returned. Once a claim has been approved, a replacement will be sent to the address provided on your warranty claim form.
International
Please fill out the warranty claim form here. A member of our warranty department will forward your claim to your local distributor for review. The local distributor will reach out to you directly with next steps.
How long does the claims process take?
US & Canada
After you’ve submitted your warranty claim form, a member of our warranty department will contact you within two business days with next steps. Providing us with your serial number and proof of purchase can help speed up the replacement process.
International
After you’ve submitted your warranty claim form, a member of our warranty department will forward your claim to your local distributor. Once the claim has been reviewed, the local distributor will reach out to you directly. Processing time will differ by region.
Do you offer a repair service?
Shokz does not offer a repair service, but we do offer a (2) two-year limited warranty against manufacturing defects for all new products purchased from authorized retailers. Refurbished products purchased from authorized retailers are covered by a (1) one-year limited warranty against manufacturer defects. The warranty period begins from the date of purchase.
How long is the warranty?
Shokz offers a two-year warranty on all new products purchased from authorized retailers in most countries. China, Hong Kong, Macao, and Taiwan offer a one-year warranty. Refurbished products purchased from authorized retailers are covered by a (1) one-year limited warranty against manufacturer defects. Your warranty begins with your purchase date. Should you need to file a claim and receive a replacement unit, the warranty period on the replacement unit will continue from your original purchase date.
What’s covered under warranty?
Your warranty covers manufacturer defects. It does not cover abuse, misuse, loss or theft.
What if my product was a gift?
If you received the product as a gift you can still register for the two-year warranty by using the date you received the product as the purchase date.
My replacement headphones broke, Can I file another claim?
If you’re still within two years since your original purchase date, you can file a claim on your replacement headphones using your original registration code.
Can I upgrade my headphones when I file a warranty claim?
A warranty claim can only provide you with a replacement of the headphones you already have.
Return Policy
What is your return policy?
Shokz offers a 45-day-money-back guarantee for all orders placed on our website. If for any reason you’re not satisfied with your headphones, we’ll email you a prepaid USPS shipping label and you can return them for a full refund. (Initial shipping charges for Alaska and Hawaii will not be refunded.)
Shokz does not refund purchases from other retailers.
Please contact our Customer Happiness Team for information on returning a product purchased at an event.
Do you provide exchange & upgrade services?
Shokz stops providing exchange & upgrade services from May, 2023. Please start a return and refund first and make another purchase with your favourite headphone at the same time.
