What is warranty claim ?

Shokz provides a voluntary limited warranty against defects in materials and workmanship for all products purchased directly from our official website or our authorised sellers (hereinafter referred to as “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 the warranty cover?

The warranty applies only to products originally purchased for end-user or given as gifts, not for any second-hand transaction. The warranty does not cover defects or damage arising from improper use and maintenance, normal wear and tear, commercial use, loss, accident, and external causes. Unauthorised repair, modification, and customization for your product(s) could void the warranty. The warranty covers the claim of the headphones, charging cables , charging case and wireless adapter (hereinafter referred to as the “Product”). 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. All of the free giveaways and accessories do not cover in the claim. The warranty service does not apply to the products purchased from any unauthorized channels.

What do I need for warranty claim

Warranty claims require a serial number and proof of purchase, depending on the actual circumstances. If either of these is missing, the claim must be enforced in accordance with the local warranty policy.

How do I apply for a warranty claim?

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

 

Or you can find the authorized sales store where you purchased the Products, provide your serial number and a valid proof of purchase, and find a local dealer to process your warranty claim.

How about the Product is a gift ？

If you received your Product as a gift and need to seek warranty service, but are unable to provide a valid proof of purchase, please keep your warranty card , kindly contact us or email customer.service@shokz.com . The warranty period will be calculated based on the manufacture date shown in the serial number according to local regulations.

 

Where can I find the serial number?

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

What is the procedure for 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 any of these items are missing, the claim must be enforced in accordance with the local warranty policy. If you require further support, kindly contact us or email customer.service@shokz.com

 

How long does the warranty claim take？

Generally, the customer service team will respond to your claim within 2-3 business days. Your warranty claim will be resolved within a reasonable time. The amount of time that is considered reasonable will depend on the nature of the problem. 

 

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. The time to receive the replacement depends on the actual situation.

 

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.

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