What is the warranty?
AfterShokz (hereinafter referred to as "we" and "our") or authorized agents provides warranty service for all of our customers in the period specified on the package, against manufacturing defects for all of its authentic products from the date of purchase. You can apply for a warranty claim if your products cover the warranty period. Our customer service team will proceed with your claim within 2-3 business days. Generally, the warranty replacement will keep the same with the original products in model, size, and colour. If the model is discontinued, the replaced model will be provided by a similar or higher model.
If located outside of the US and Canada, please see our updated AfterShokz authorized agent's information here.
How do I file a warranty claim outside of the US and Canada?
Please follow the steps below:
Step 1: Register your headphones
*Please note: If you haven't registered your headphones or you registered before December 29, 2019, you'll need to start by registering your headphones for warranty.
- Create an account here by simply clicking the "Sign Up" button in the top right-hand corner.
- Once you've created your account, click "Register Your Products" to complete the registration.
Step 2: Submit a claim
- To file a claim, log into the portal > Click "View Registered Products" then click the orange "Actions" menu beneath the headphones and select the type of return you would like to complete.
- After submitting your claim, your claim will be reviewed and you'll be contacted with the next steps.
How long is the warranty?
The warranty period starts from the original purchase date, in correspondence with the warranty card in the package; it is only for the purchase of authorized dealers. We offer a two-year warranty on all headphones in most countries. China (including Hong Kong, Macao, and Taiwan) only offers a one-year warranty.
What is the procedure for submitting a warranty claim locally?
To get fast and convenient support locally, we advise that you contact your original retailer where you purchased your AfterShokz to validate a warranty claim during the first 30 days after purchase. The period of time will be different depending upon the retailer. For further support, kindly contact us via email at: email@example.com. If there is no local distributor in your country, we will help you as much as we can be based on your situation.
How long does the warranty process take?
Processing time will differ by region and may be different depending upon the situation. After submitting your warranty claim, your claim will be reviewed by our international team, they will handle your claim via email. Please do not discard your faulty headphones until you receive your replacement.
How long will it take to hear back regarding the status of my warranty claim?
Generally, the customer service team will respond to your submitted claim within 2-3 business days. However, warranty claims will be cancelled 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.
What if the headphones were given to me as a gift?
If your headphones were given to you as a gift and you’re unable to provide a valid proof of purchase then your warranty period will be calculated from 90 days after the manufacture date shown in the serial number.
What is the return policy?
Depending upon where you purchased your AfterShokz, there will be different return policies that will differ by the region and/or retailer. For further details about the return policy, kindly refer to the retailer’s policies.
What is the exchange program?
Depending upon where you purchased your AfterShokz, there will be different exchange policies that will differ by the region and/or retailer. For further details about the exchange policy, kindly refer to the retailer’s policies.
What is the upgrade program?
Customers outside of the US and Canada are not eligible for our upgrade program. We apologize for the inconvenience this causes you.
What does the warranty cover?
The warranty applies only to products originally purchased for end-users 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, accident, and external causes. Unauthorized repair, modification, and customization for your product(s) could void the warranty. The warranty covers the claim of the headphones and charging cables, all of the free giveaways and accessories are not covered under warranty. Please note: The warranty program does not include products purchased from any unauthorized channels.
What criteria do I need for a warranty claim?
Serial number and proof of purchase are necessary criteria to submit a warranty claim. If you have neither of these available to you, we will not be able to process the warranty claim.
Do you offer a repair service?
We do not perform repairs 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, kindly submit a warranty claim and/or contact us. For further details and information, you can email us at firstname.lastname@example.org
Will my replacement pair be covered by a warranty?
Your warranty period will continue from the original purchase date.