Refund Policy
We want you to keep your purchase only because you genuinely like it. If it is not right for you, you have sixty days to send it back, returns are free, and refunds are issued five to ten days after your return is received. This policy sets out exactly how that works, so there is nothing to guess at.
1. Sixty-Day Return Window
You may request a return of any eligible item within sixty days of receiving your order. This window is measured from the date your parcel is delivered, not from the date the order was placed, so the full sixty days is available to you for trying the product in real conditions. We deliberately keep this window long because fit and comfort are personal, and it can take more than a few days of normal use to know whether a pair of headphones suits the way you actually listen.
2. Free Returns
Returns are free. You will not be charged a return shipping fee, a restocking fee or a handling fee when you send an eligible item back to us under this policy. Where we provide a prepaid return label or arrange a collection, there is no cost to you for using it. If your destination requires a different return method, our support team will explain the available option and there will still be no fee charged by us for the return itself.
3. Condition of Returned Items
Items should be returned in a condition that allows them to be inspected and, where appropriate, resold. This means the product should be complete, undamaged beyond normal use, and returned with its original packaging and included accessories where possible. We understand that you need to use a product to decide whether you want to keep it, so normal wear from reasonable testing is perfectly acceptable. Items that have been deliberately damaged, altered, or that are missing parts will not qualify for a refund at the full purchase value.
4. How to Start a Return
To start a return, email our support team with your order number and a brief note about which item you are returning. We will confirm your return, explain the next steps and, where available, provide a prepaid return label. You do not need to give a detailed reason for returning an item, although a short note about what did not work for you is always welcome, because it helps us improve our products and our descriptions.
5. Refund Timing
Once your return reaches us, it is inspected and your refund is processed. Refunds are issued within five to ten days of your return being received. That period covers the inspection of the item and the processing of the refund on our side. If you would like confirmation that your parcel has arrived with us, send us the return tracking reference and we will confirm receipt.
6. Refund Method
Refunds are returned to the original payment method used for the purchase. Because your refund travels back through the same payment channel, the time it takes to appear in your account after we have issued it depends on your bank, card issuer or payment provider, and can take a few additional days beyond our processing window. All refunds are issued in United States Dollars (USD), the same currency used for the original purchase. If your payment account is held in another currency, your provider will apply its own conversion arrangements.
7. Full Refund of the Purchase Price
When a return qualifies under this policy, you receive a refund of the full purchase price paid for the item, with no deduction for return shipping and no restocking charge. Because shipping is free on every order, there is no shipping amount to be deducted from your refund in the first place. Where a discount was applied to your order, the refund is calculated on the amount you actually paid for the item concerned.
8. Damaged, Defective or Incorrect Items
If an item arrives damaged, does not work as described, or is not the item you ordered, please contact us as soon as you notice the issue. Send your order number, a short description of the problem and, where helpful, a photograph. We will arrange the most suitable resolution for you, which may be a replacement, a repair where applicable, or a refund. You will not bear any cost for returning an item that was damaged, defective or incorrect when it reached you.
9. Exchanges
If you would prefer a different item or a different option rather than a refund, simply tell us when you contact us. We will confirm availability and explain how the exchange will be handled. Where the replacement costs less than the item you are returning, the difference is refunded to you. Where it costs more, we will tell you the amount due before anything is confirmed, so there are never any surprises.
10. Order Cancellations
You may cancel an order at any time before it is dispatched. Contact us as soon as possible and we will stop the order where it has not yet left our warehouse. When a cancellation is confirmed before dispatch, the full amount paid is refunded to your original payment method, and the refund is processed within the same five to ten day window that applies to returns. Once an order has been dispatched, it cannot be cancelled in transit, but you may return it under this policy instead.
11. Items Returned After the Return Window
If you contact us after the sixty-day return window has passed, we will still review your situation. Where a return is requested slightly beyond the window and the item is in good condition, we will do our best to find a fair solution. Our aim is always to resolve things in a way that leaves you satisfied, and we would rather work something out with you than leave you with a product you do not want.
12. How to Contact Us About a Refund
If you have any question about a return, the status of a refund, or the timing of a payment, please contact our support team with your order number and the email address used at checkout. We will look into it and give you a straightforward answer. Refund enquiries are treated as a priority, because we know that waiting for a payment to appear is frustrating.
Returns and refunds
Customer support: support@shokz-online.com
Press and media: press@shokz-online.com
Wholesale and business: wholesale@shokz-online.com