Guarantees & Return Policy
Lowest Price Guarantee
1. Find a lower price
If you find a lower price online, in-store, or in print before you buy or within 30 days of your purchase, we’ll match it. Should our own price be reduced, present us with your original receipt within 30 days of purchase and we’ll match the price and refund you the difference.
2. Make sure it qualifies
The product you’re comparing must meet the following criteria to qualify:
- Must have the exact same brand name and model number.
- Must be priced in the US Dollars and include all environmental fees, shipping costs, and other charges.
- The product must be in stock, available for sale by an authorized retailer, and cannot be a limited time offer, pre-order, or available only in limited quantity.
- The product’s price must not be lower due to an advertising error, misprint, or special sale price.
- Special sale prices include: pre-orders, special educational prices, restricted offers, mail order offers, rebates, coupons, premiums, free or bonus offers, Original Equipment Manufacturer (OEM) prices, open box products, close-outs, liquidations, clearances, demos, refurbished items, open box items, and financing offers.
3. Request a price match
7 Days DOA Product Guarantee
If one or more of the items you received are damaged, different, or not working, you will be protected by this Guarantee. Please contact us for Return Material Authorization within 7 days of the order being received. (Customized products are NOT covered by this guarantee)
After returning the product to the address provided by our customer service team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund.
30 Days No Reason Return
If you are not satisfied with your purchase and the product is still in brand new condition, we can arrange a partial refund, which will cover the price of the item minus the shipping fees. You will be responsible for paying the return shipping fees and return duties.
Please contact us for Return Material Authorization within 30 days of the order being received.
- Return requests made between 7 and 30 days after the order is marked as delivered will be subject to a 10% restocking fee.
- Items such as Eartips / Leather case / Cable / Custom Products are not covered by this guarantee due to hygiene considerations.
180 Days up to the Quality of the Exchange or Refund
If there are quality problems in some categories of products, you can get a refund or exchange up to 180 days. You can contact us to learn if the product is in this category.
Note: Due to its nature and intended use, Eartips, Cable, Leather case, Headphone accessories and other similar items are not included in this warranty period. For other product details please contact us or reference other warranties.
1. To provide our customers a worry-free shopping experience, all of our products enjoy 2-year warranty based on the product quality issues, unless the product you required for after-service has been discontinued and it's not able to be repaired by the manufacturer, but no worries, we will make a partial refund for making your loss if your item was purchased under 2-year.
2. Based on the product quality matters (NOT HUMAN-MADE DAMAGE), we cover 1 year warranty for free repair+round-trip free shipping cost, extra 1 year is for free repair +one-trip free shipping.
Missing item(s), wrong item(s) or incorrect package sent
During delivery, please make sure the package is in good condition (no sign of being opened) and confirm the contents before signing the package.
For any issues, please contact us and follow our warranty process:
1. Provide your order number and the product code (Model number).
2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.
Possible Solutions after the problem is confirmed by SHENZHENAUDIO:
If there is an item missing, we will resend the missing item/accessory for free within the warranty period.
If we have shipped the wrong item, we will either refund you in full or dispatch an alternative item (if applicable and available). SHENZHENAUDIO will decide whether you need to return the wrong product or not and reimburse you for the return shipping fee when we receive it.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.