Refund policy

Returns & Refunds Policy

Last Updated: February 10, 2026

At EPZ Audio, we stand behind the quality of our Hi-Fi audio products. This policy outlines your rights regarding returns, refunds, and exchanges.

1. Return Window

You have 30 days from the date of delivery (as confirmed by the carrier's tracking information) to request a return. If 30 days have passed since your delivery, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • The item must be in its original, unused condition and in the same packaging that you received it.
  • All accessories, manuals, cables, and ear tips must be included in the return package.
  • A receipt or proof of purchase (Order Number) is required.

3. Non-Returnable Items

The following items cannot be returned:

  • Custom/Bespoke Products: Due to their personalized nature, custom-molded IEMs (In-Ear Monitors) or products with personalized faceplates cannot be returned for a refund unless they arrive defective or significantly different from the design confirmed.
  • Gift Cards.

4. Return Process (How to Start a Return)

  1. Contact Us: Email us at support@epzaudio.com within the 30-day window. Please include your Order Number and the reason for the return.
  2. RMA Approval: Our team will review your request within 1-3 business days. If approved, we will provide you with a Return Merchandise Authorization (RMA) number.
  3. Pack & Ship: Clearly write the RMA number on the outside of the package. Ship the item to the address provided below. We recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
  4. Inspection: Once received, we will inspect the item within 3 business days and notify you of the approval or rejection of your refund.

5. Return Address

All returns must be sent to our authorized facility in China. Please do not send your purchase back without an approved RMA number.

Authorized Return Center:

Attn: EPZ Audio Returns Dept.
Shenzhen Fengya Technology Co., Ltd.
Room 1205, Huitong Building, No. 10 Longgang Road
Pingnan Community, Longgang Street, Longgang District
Shenzhen, Guangdong 518116
China
Phone: +86 13428913084

6. Return Shipping Costs

  • Defective or Incorrect Items: If the product is defective, damaged upon arrival, or if you received the wrong item, EPZ Audio will bear the return shipping costs. We will either provide a prepaid label (where available) or reimburse your reasonable shipping costs upon receipt of the shipping invoice.
  • Change of Mind: If you are returning an item due to personal preference (e.g., you no longer want it), you are responsible for paying the return shipping costs. Original shipping fees are non-refundable.

7. Restocking Fees

We do NOT charge any restocking fees for returned items.

8. Refunds

  • Processing Time: If your return is approved after inspection, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 5-10 business days.
  • Full Refund: For eligible returns, we will refund the full cost of the product. Original shipping costs are non-refundable for non-defective returns.
  • Late or Missing Refunds: If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted.

9. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective item for the same one, send us an email at support@epzaudio.com.

10. Order Cancellations

  • Before Shipment: You may cancel your order for a full refund at any time before it has been shipped. We do not charge any cancellation fees.
  • After Shipment: If the order has already been dispatched, it cannot be canceled. You will need to wait for the package to arrive and then follow the standard Return Process.
  • Custom Orders: Once production has started on a custom/bespoke item, cancellations or change-of-mind requests may not be eligible for a full refund due to the costs of materials and labor already incurred. If you are not satisfied with a custom/bespoke item for non-defect reasons, we may offer a partial refund of up to 50% of the item price, depending on the production stage and the circumstances of the request.

11. Warranty (12-Month)

We provide a 12-month limited warranty for all EPZ Audio products, covering manufacturing defects and internal component failures under normal use. This warranty does not cover accidental damage, water damage, or unauthorized modifications.

12. Contact Information

If you have any questions about our Returns & Refunds Policy, please contact us: