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Warranty, Returns & Exchanges

Warranty

How do I file a warranty claim?

US & Canada

Step 1: Register your headphones

If you haven’t already registered your headphones, start by registering your headphones on the product registration form. You’ll need your serial number (located on the bottom of the headphone box or on the warranty claim card) and your proof of purchase (receipt). If you don’t have either, you can select “proof of purchase unavailable” and provide an explanation. Once you complete the registration form, you’ll receive a registration code and a link to the warranty claim form.

Step 2: Submit a claim

After you’ve completed and submitted the warranty claim form, a member of our warranty department will review your claim within two business days. If additional information is needed, or if the headphones are required back before processing, a member of our warranty department will contact you through email. 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. Do not discard your faulty headphones until you receive your replacement.

International

Step 1: Register your headphones

Step 2: Submit a claim

Most countries offer a two-year warranty. China, Hong Kong, Macao, and Taiwan offer a one-year warranty.

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.

How does the claims process work?

If you’re experiencing a problem with your headphones that warrants a replacement, you can file a warranty claim.

US & Canada

A member of our warranty department 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 product registration form. All replacement headphones in US will ship USPS First Class Mail out of Louisville, KY. We do not ship to addresses providing shipping services.

International

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.

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?

AfterShokz does not offer a repair service, but we do offer a two-year warranty in most countries. If you experience a manufacturer defect at any point in the first two years, you can file a claim.

How long is the warranty?

AfterShokz offers a two-year warranty on all headphones in most countries. China, Hong Kong, Macao, and Taiwan offer a one-year warranty. Your warranty begins with your purchase date. Should you need to file a claim and receive a replacement unit, the warranty 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?

AfterShokz 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.)

AfterShokz does not refund purchases from other retailers.

Please contact our Customer Happiness Team for information on returning a product purchased at an event.

 

Exchange Policy

What is your exchange program?

AfterShokz offers a 90-day exchange program for US and Canada customers that allows for the exchange of colors and sizes, regardless of where the headphones were purchased, as long as the purchase has been within the past 90 days.

To begin the exchange process, contact our Customer Happiness Team. They’ll provide you with a prepaid USPS or Canada Post shipping label to return your headphones. Once we receive them, we’ll send the exchange.

 

Upgrade Program

What is your upgrade program?

AfterShokz offers a 90-day upgrade program for US and Canada customers that allows for customers to pay the difference to upgrade to another model, regardless of where the headphones were purchased, as long as the purchase has been within the past 90 days.

To begin the upgrade process, contact our Customer Happiness Team. They’ll provide you with a prepaid USPS or Canada Post shipping label to return your headphones. Once we receive them, we’ll email you a discount code that will allow you to purchase the upgraded model on aftershokz.com for the difference in price.