Return & Warranty
Terms and Conditions
Return and Refund Policy
Warranty Policy

Terms and Conditions

Overview

This is a paid Replacement Earbud Program ("Program") offered by Shokz. If you lose or accidentally damage a single earbud (Left "L" or Right "R"), and that loss or damage would normally be chargeable and is not covered under the Shokz Limited Warranty, you can purchase a replacement earbud at retail price to pair with the earbud you still have. By placing an order through this Program, you agree to the following terms and conditions.

Eligibility

To take part in this Program, you must meet all of the following:

  • Applicable model: This Program applies only to the Shokz OpenFit Air 2. Shokz may update the list of eligible models at any time.
  • Proof of ownership: To prevent unauthorized resale, fraud, or misuse, you must provide valid proof of ownership for the original complete set (such as an order number, purchase receipt, or serial number) on request.
  • Original set integrity: The earbud you still have and the charging case must be genuine Shokz products with intact, verifiable serial numbers. Shokz may refuse service if a device is suspected of being counterfeit, stolen, or improperly acquired.

Product availability

Replacement earbuds are available while supplies last. If a replacement earbud is temporarily out of stock, Shokz will contact you to discuss your options, which may include:

  • Holding your order until stock is available
  • Offering an alternative replacement, where applicable
  • Canceling the order and issuing a full refund to your original payment method

Pricing and package contents

  • What's included: Each replacement package includes one (1) replacement earbud (L or R) and a user guide. Charging cases, cables, and other accessories are not included.
  • Pricing and fees: Standard retail pricing applies per earbud. The price is subject to change and will be confirmed when you place your order. Shipping and any local taxes are calculated and billed at checkout.

Cancelation Policy

Once you place an order, order details can't be changed. Cancelation requests must be submitted within 90 minutes of placing your order. We'll make every reasonable effort to intercept it, but cancelation can't be guaranteed. After 90 minutes, orders can't be canceled or refunded, except as required by applicable law.

Return and Refund Policy

Replacement earbuds can be returned for a refund within 45 days of purchase (90 days for ShokzSquad members), as long as they're unopened, unworn, and in their original packaging with all tamper-evident seals intact. Once opened, a replacement earbud is Final Sale. Non-defective returns, refunds, and exchanges won't be accepted, including for a change of mind or ordering the wrong model or earbud, except where required by applicable law.

Warranty Policy

  • Replacement earbuds are covered under the applicable Shokz Limited Warranty, which applies only to defects in materials or workmanship under normal use. Once Shokz verifies a qualifying failure, Shokz will provide a replacement unit at its discretion.
  • The warranty period for a replacement earbud is the longer of:
    • The remaining warranty period of the original product, or
    • Ninety (90) days from the purchase date of the replacement. For any unit replaced under warranty, coverage continues for the remainder of the original product's warranty period.
  • This limited warranty does not cover:
    • Accidental damage or drops
    • Liquid or moisture damage
    • Misuse, abuse, negligence, or improper handling
    • Normal wear and tear, or cosmetic deterioration
    • Loss or theft
    • Unauthorized repair, modification, or disassembly
  • Earbuds or sets bought from unauthorized third-party channels, and counterfeit units, are not eligible for warranty service. To file a warranty claim, provide the earbud's verifiable serial number or valid proof of purchase. Shokz may also require you to physically return the defective unit. Shokz may reject any claim if the serial number is damaged, altered, or illegible, if valid proof of purchase isn't provided, or if the defective product isn't returned as instructed.

Pairing requirements

  • Manual re-pairing required: A new replacement earbud can't be used straight out of the box. You'll need to manually reset and re-pair it with the earbud and charging case you already have.
  • Firmware update: Both earbuds need to run the same firmware version to work properly. If the replacement earbud isn't working after pairing, follow the steps in the Shokz App to check for and install firmware updates, or contact customer support for help.

Service limitations

  • Shokz may limit the number of replacement purchases per original earbud set to keep the Program fair.
  • Shokz may refuse service where:
    • The product is counterfeit
    • The product has been altered or tampered with
    • Eligibility requirements aren't met
    • Fraudulent or abusive activity is suspected

Governing law

These rules are governed by and construed in accordance with the laws of the State of Texas, United States, without regard to conflict of law principles.

General

  • By participating in this Program, you agree to these terms and conditions.
  • Nothing in these terms limits or excludes your rights under applicable consumer protection laws.
  • Shokz may verify eligibility, refuse service where requirements aren't met, and modify, suspend, or discontinue the Program at any time for future orders, except where prohibited by law.

For any inquiries, please contact Shokz Customer Happiness Team.

Return and Refund Policy

Replacement earbuds can be returned for a refund within 45 days of purchase (90 days for ShokzSquad members), as long as they're unopened, unworn, and in their original packaging with all tamper-evident seals intact. Once opened, a replacement earbud is Final Sale and can't be returned, refunded, or exchanged unless it's defective, including for a change of mind or ordering the wrong model or earbud, except where required by applicable law.

Warranty Policy

What this warranty covers

Shokz offers a limited warranty for eligible replacement earbuds bought directly from Shokz. It covers these products against defects in materials and workmanship under normal use during the applicable warranty period. Once Shokz verifies a qualifying failure, Shokz will provide a replacement unit at its discretion.

Warranty period

The warranty period for a replacement earbud is the longer of:

  • The remaining warranty period of the original product, or
  • Ninety (90) days from the replacement's purchase date

For any unit replaced under warranty, coverage continues for the remainder of the original product's warranty period.

What this warranty does not cover

This limited warranty does not cover:

  • Accidental damage or drops
  • Liquid or moisture damage
  • Misuse, abuse, negligence, or improper handling
  • Normal wear and tear, or cosmetic deterioration
  • Loss or theft
  • Unauthorized repair, modification, or disassembly

How to obtain warranty service

Earbuds or sets bought from unauthorized third-party channels, and counterfeit units, aren't eligible for warranty service. To file a warranty claim for a replacement earbud:

  • Contact the Shokz Customer Happiness Team.
  • Provide the earbud's verifiable serial number or valid proof of purchase.
  • Note that you may be required to physically return the defective unit.

Shokz may reject any claim if the serial number is damaged, altered, or illegible, if valid proof of purchase can't be provided, or if the defective product isn't returned as instructed.

What Shokz will do

Shokz doesn't offer repair services for replacement products. After reviewing your claim, Shokz may:

  • Approve the claim and provide a replacement unit (subject to applicable law and product availability)
  • Request more information
  • Deny the claim if the issue isn't covered

If approved, the replacement will be functionally equivalent and meet applicable Shokz quality standards. If the same product is unavailable, discontinued, or no longer offered, Shokz may provide a functionally equivalent refurbished replacement, which may differ in color or cosmetic appearance from the original.

Processing time and product availability

Most warranty claims are reviewed within two (2) business days. After approval, and once all required conditions are met, most replacements ship within three to five (3–5) business days. Processing times may vary based on the information required, product inspection, replacement inventory, shipping conditions, and other factors. If you're still within the warranty period, you can file another claim on your replacement product.

STATE LAW RIGHTS

NO OTHER EXPRESS WARRANTY IS APPLICABLE TO THIS PRODUCT. THE DURATION OF ANY IMPLIED WARRANTIES, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED TO THE DURATION OF THE EXPRESS WARRANTY HEREIN. SHOKZ SHALL NOT BE LIABLE FOR LOSS OF USE OF THE PRODUCT, INCONVENIENCE, OR ANY OTHER DAMAGES, DIRECT OR CONSEQUENTIAL, ARISING OUT OF THE USE OF, OR INABILITY TO USE, THIS PRODUCT, OR FOR ANY BREACH OF ANY EXPRESS OR IMPLIED WARRANTY, INCLUDING THE IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE APPLICABLE TO THIS PRODUCT.

Some regions don't allow the exclusion or limitation of incidental or consequential damages, or limits on how long an implied warranty lasts, so these limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights that vary from region to region.

Contact us

For further inquiries, contact the Shokz Customer Happiness Team.