Refund policy

Last Updated: June 24, 2026

1. Scope of This Policy

This policy applies to eligible products purchased directly from the official EPZ Audio online store.

Products purchased from an authorized dealer, marketplace, distributor, or other third-party seller must normally be returned through the original seller and are subject to that seller’s policies, without limiting any statutory rights you may have against that seller.

Where applicable consumer protection law provides rights that are more favorable than this policy, those mandatory legal rights will apply.

2. Voluntary 30-Day Return Window

You may request a return or exchange for an eligible product within 30 days after delivery.

If products from the same order are delivered separately, the 30-day period begins after the last product in the order is delivered. Delivery is normally determined using the carrier’s tracking confirmation or other reliable delivery evidence.

The voluntary 30-day return period includes, and does not extend, any statutory 14-day withdrawal period that may apply. For EU consumers, requests made during the first 14 days are handled under the statutory withdrawal rules in Section 3. Eligible requests made from day 15 through day 30 are handled under EPZ Audio’s voluntary commercial return terms.

Requests submitted after the 30-day return period may not be eligible for a return, refund, or exchange unless the product is covered by EPZ Audio’s commercial warranty, an applicable statutory legal guarantee, or another mandatory consumer right.

3. European Union Right of Withdrawal

If you are a consumer in the European Union purchasing for purposes outside your trade, business, craft, or profession, you generally have the right to withdraw from an eligible online purchase without giving any reason.

You may exercise this right from the time the contract is concluded until 14 calendar days after the day on which you, or a third party designated by you other than the carrier, receives the goods.

If one order contains multiple products delivered separately, or a product is delivered in multiple lots or pieces, the withdrawal period begins after delivery of the last product, lot, or piece.

If the last day of the withdrawal period falls on a non-working day under applicable law, the deadline is extended to the next working day.

You may withdraw from the entire eligible order or from individual eligible products in the order. To meet the deadline, it is sufficient to submit a clear withdrawal statement before the withdrawal period expires.

Online Withdrawal Function

EU consumers can exercise their statutory right of withdrawal online through our EU Withdrawal Form.

The online function allows you to identify the relevant order or products and submit a clear statement that you wish to withdraw from the contract. You do not need to provide a reason.

After the withdrawal request is submitted, EPZ Audio will provide an acknowledgement of receipt by email or another durable medium without undue delay. The acknowledgement will include the content of the request and the date and time of submission.

You may also exercise your right of withdrawal by sending a clear statement to support@epzaudio.com. Use of the online form is recommended but is not the only valid way to exercise the statutory right.

A statutory withdrawal does not depend on EPZ Audio approving the reason for the request. However, you should wait for the correct return address and return instructions before shipping the goods, as different products and destinations may use different return facilities.

Deadline for Returning Goods

After notifying us of your decision to withdraw, you must send the goods back without undue delay and no later than 14 calendar days after the day on which you communicated your decision to withdraw.

The return deadline is met if you send the goods before the 14-day return period expires. We recommend using a tracked shipping service and retaining proof of shipment.

4. Product Condition and Permitted Inspection

Please handle all products with reasonable care and return them clean and complete, together with the items originally supplied where reasonably possible, including:

• Cables
• Ear tips
• Carrying cases
• Adapters
• Manuals
• Accessories or promotional gifts included with the order
• Original packaging, where reasonably possible

EU Statutory Withdrawals

During the EU statutory withdrawal period, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning, in a manner comparable to how you could inspect them in a physical store.

You remain entitled to exercise the statutory right of withdrawal if the goods have been handled beyond this extent. However, you may be responsible for a reasonable reduction in value caused by handling beyond what was necessary to inspect the goods.

Missing original packaging does not by itself remove an EU consumer’s statutory right of withdrawal. However, missing parts, damage, contamination, excessive use, or other unnecessary handling may reduce the refundable amount where permitted by law.

Voluntary Returns From Day 15 Through Day 30

For voluntary returns submitted outside the statutory EU withdrawal period, products must be clean, complete, and in a condition reasonably suitable for inspection and resale.

If a voluntary return is incomplete, damaged, contaminated, or not reasonably suitable for resale, EPZ Audio may make a reasonable deduction, offer a partial refund, or decline the voluntary return, subject to applicable law.

5. Faulty, Damaged, Incomplete, or Incorrect Orders

If your order arrives with a suspected manufacturing defect, shipping damage, missing essential items, or the wrong product, please contact us as soon as reasonably possible at support@epzaudio.com.

To help us review the issue, we may request:

• Your order number
• Photos or videos showing the issue
• Details of the device or equipment being used
• Reasonable troubleshooting information

Once the issue is confirmed, EPZ Audio will provide an appropriate solution. Depending on the circumstances, product availability, and applicable law, this may include repair, replacement, exchange, price reduction, return, or refund.

EPZ Audio will cover reasonable and approved return shipping costs for confirmed faulty, damaged, incomplete, or incorrectly supplied products.

The 30-day commercial return period does not limit any statutory rights relating to faulty or non-conforming goods.

6. Returns for Personal Reasons

Eligible products may be returned during the applicable 30-day return period for personal reasons, including:

• Fit or comfort preference
• Sound preference
• Appearance preference
• Device compatibility preference
• Choosing another model
• Changing your mind

Unless EPZ Audio has agreed to cover the cost, the order is covered by an eligible EPZ® Care+ benefit, or applicable law requires otherwise, the customer is responsible for the direct cost of returning products for personal reasons.

EPZ Audio does not charge a standard restocking fee. However, a reasonable deduction may be made for missing items or diminished value caused by damage, contamination, excessive use, or handling beyond what is permitted under applicable law.

7. EPZ® Care+

EPZ® Care+ is an optional protection service that may be purchased with an eligible order. The service fee is typically 3%–3.5% of the product value, depending on the order.

Subject to the applicable service terms and eligibility requirements, EPZ® Care+ may include:

• 30-day return or exchange support
• Return shipping coverage for eligible 30-day return or exchange requests
• Protection for eligible package theft claims
• An additional 6 months of EPZ commercial warranty coverage
• Replacement-first support for eligible commercial warranty cases

If EPZ® Care+ was purchased, EPZ Audio will cover approved return shipping costs for eligible 30-day returns or exchanges, including eligible requests made for personal reasons.

Outside any applicable statutory withdrawal right, the EPZ® Care+ fee is non-refundable after the protection service has begun.

If an EU consumer validly withdraws from the entire eligible order during the statutory withdrawal period, the EPZ® Care+ fee will be refunded where required by law. Where the consumer expressly requested that an eligible service begin during the withdrawal period, EPZ Audio may deduct a proportionate amount for services already supplied, but only where permitted by applicable law.

Package theft claims under EPZ® Care+ must be submitted within 7 days after carrier tracking records the package as delivered. We may request information reasonably necessary to review the claim.

EPZ® Care+ is an additional commercial service and does not restrict or replace any statutory consumer rights.

8. Return Warehouses and Return Addresses

EPZ Audio provides local return warehouse options for approved returns in Europe and North America.

For customers in other regions, we will provide the most suitable available return instructions based on the customer’s location and product type.

Please do not send a product to an address shown on the original shipping label or to any other address before receiving the correct return instructions. Returns sent to an incorrect or unauthorized location may be delayed and may result in additional shipping or handling costs.

For EU statutory withdrawals, the withdrawal is effective when a clear withdrawal statement is submitted within the applicable deadline. Receiving a return authorization number or return address is not a condition for exercising that statutory right.

9. Return Shipping Costs

Return shipping costs are normally handled as follows:

When the customer is responsible for return shipping, the customer must arrange and pay for an appropriate return shipping service. We strongly recommend using tracked shipping and retaining the receipt and tracking information until the return is completed.

10. Refunds

EU Statutory Withdrawals

When an EU consumer validly withdraws from the entire eligible order within the statutory withdrawal period, EPZ Audio will reimburse:

• The price paid for the returned products
• The cost of the least expensive standard delivery option offered for the order
• Any other amount that must be reimbursed under applicable law

If you selected a more expensive express, priority, or premium delivery service, EPZ Audio is not required to refund the additional amount above the least expensive standard delivery option offered.

For a partial withdrawal involving only some products in an order, original delivery charges will be refunded only to the extent required by applicable law.

The reimbursement will be issued without undue delay and no later than 14 days after EPZ Audio is informed of your decision to withdraw.

Unless EPZ Audio has offered to collect the goods, we may withhold reimbursement until we have received the returned goods or you provide evidence that the goods have been sent back, whichever occurs first.

The refund will be issued using the same payment method used for the original transaction unless you expressly agree to another method. You will not be charged a fee for receiving the refund.

Other Approved Returns

For voluntary returns outside the EU statutory withdrawal period, returned products will be inspected after arrival.

If the return is approved, the refund will normally be issued to the original payment method within 5–10 business days after inspection.

For approved non-defective voluntary returns, the refundable amount normally consists of the product price paid. Original delivery charges and non-refundable service fees are excluded unless otherwise stated in this policy or required by law.

If a returned product is incomplete, damaged, contaminated, or has been used or handled beyond what is reasonably permitted, EPZ Audio may make a reasonable deduction based on the product’s diminished value and the applicable legal requirements.

Your bank, card issuer, or payment platform may require additional processing time before the refunded amount appears in your account.

11. Exchanges

EPZ Audio supports exchanges for eligible products requested within 30 days after delivery.

If an exchange relates to a confirmed manufacturing defect, shipping damage, missing essential item, or incorrect order, EPZ Audio will cover reasonable approved exchange shipping costs.

If an exchange is requested for personal reasons, the customer is responsible for return shipping unless the request is covered by an eligible EPZ® Care+ benefit or applicable law requires otherwise.

If the replacement product has a different price, you may be required to pay the difference, or EPZ Audio will refund the applicable difference.

For voluntary exchanges, a new 30-day commercial return period begins when the replacement product is delivered.

An exchange request is separate from the EU statutory right of withdrawal. EU consumers may instead exercise the right of withdrawal and place a new order.

12. Custom and Bespoke Products

Custom and Bespoke products are manufactured according to an individual customer’s specifications and may include personalized shell shapes, faceplates, colors, artwork, engravings, or configurations.

Because these products are made to the customer’s specifications or are clearly personalized, they are generally not eligible for ordinary change-of-mind returns or the statutory right of withdrawal, to the extent permitted by applicable law.

A Custom or Bespoke order may not be canceled, changed, or refunded for personal reasons after the specifications have been confirmed and production has started.

Due to the resin-based construction and customized manufacturing process, EPZ Audio does not provide a standard refit service for Custom or Bespoke products.

These exclusions do not apply where a Custom or Bespoke product has a confirmed manufacturing defect, is materially different from the agreed specifications, or is otherwise non-conforming. In such cases, EPZ Audio will provide an appropriate remedy in accordance with applicable law.

13. Items Excluded From Standard Returns

Subject to applicable law, the following products may be excluded from ordinary change-of-mind or voluntary returns:

• Custom or Bespoke IEMs made to the customer’s specifications
• Personalized faceplates, shell designs, artwork, engravings, colors, or custom configurations
• Gift cards
• Sealed ear tips or other sealed hygiene-sensitive accessories that are genuinely unsuitable for return after the hygiene seal has been broken, where this exception is permitted by applicable law and was disclosed before purchase

Standard in-ear monitors are not automatically excluded from the EU statutory right of withdrawal solely because they are worn in the ear. However, customers must return them clean and hygienic, and may be responsible for diminished value caused by contamination or handling beyond what is necessary to inspect the product.

These exclusions do not limit rights relating to faulty, unsafe, damaged, incorrectly described, or non-conforming products.

14. How to Start a Return, Exchange, or Withdrawal

EU statutory withdrawal: Submit your request through our EU Withdrawal Form or send a clear withdrawal statement to support@epzaudio.com.

Other returns, exchanges, product issues, or warranty requests: Email support@epzaudio.com.

Please include, where applicable:

• Your name
• Your order number
• The email address used for the purchase
• The product or products concerned
• Whether you are requesting a return, exchange, cancellation, warranty remedy, or EU statutory withdrawal
• Photos, videos, or troubleshooting information where relevant to a product issue

EU consumers do not need to provide a reason when exercising the statutory right of withdrawal. A clear statement identifying the relevant order or contract and communicating the decision to withdraw is sufficient.

For ordinary returns and exchanges, our support team will normally review your request within 1–3 business days and provide return instructions and the correct return address.

Please wait for the correct return address before shipping the product. Waiting for return instructions does not invalidate an EU statutory withdrawal that was submitted within the applicable deadline.

15. Order Cancellations

You may request cancellation of an order until the relevant item has been fulfilled.

EU consumers can submit a cancellation or withdrawal request through our EU Withdrawal Form. Other customers may contact support@epzaudio.com.

If the item has not yet been fulfilled, EPZ Audio will process the eligible cancellation and issue the appropriate refund.

Once an item has been fulfilled or shipped, it may no longer be possible to stop the shipment. The product will then need to follow the applicable return process.

EU consumers may exercise their statutory right of withdrawal before delivery. If the shipment can no longer be intercepted, we will provide instructions for returning the product after delivery.

Custom or Bespoke orders may not be canceled after the specifications have been confirmed and production has started, subject to applicable statutory rights.

16. EPZ Commercial Warranty

EPZ Audio provides a 12-month limited commercial warranty covering eligible manufacturing defects and internal component failures arising under normal use.

If EPZ® Care+ was purchased, eligible products receive an additional 6 months of EPZ commercial warranty coverage, providing a total commercial warranty period of 18 months.

Commercial warranty claims may require reasonable photos, videos, troubleshooting information, proof of purchase, or product inspection.

The EPZ commercial warranty does not normally cover accidental damage, water or liquid damage, misuse, unauthorized modification, improper storage, normal wear and tear, consumable components, or cosmetic changes that do not affect product function.

This commercial warranty is additional to, and does not replace or reduce, any mandatory statutory legal guarantee.

17. EU Legal Guarantee of Conformity

Consumers in the European Union generally have a minimum two-year legal guarantee of conformity beginning when the goods are delivered. Some EU Member States may provide longer periods or additional protections.

If goods are faulty, do not function as advertised, or otherwise do not conform to the sales contract, EU consumers may be entitled to repair or replacement at no cost. Where repair or replacement is impossible, disproportionate, not completed within a reasonable time, or causes significant inconvenience, the consumer may be entitled to an appropriate price reduction or termination of the contract and a refund, subject to applicable law.

EPZ Audio will cover the necessary costs of remedies provided under an applicable statutory legal guarantee, including reasonable shipping costs where required.

18. Legal Rights and Contact Information

Nothing in this policy excludes, restricts, or replaces any non-waivable right or remedy available under applicable consumer protection law.

If any part of this policy conflicts with mandatory law applicable to you, the mandatory legal requirement will take precedence.