Refund policy

Last Updated: May 11, 2026

1. Return Window

You may request a return or exchange within 30 days of delivery, based on the carrier’s tracking confirmation.

Requests made after 30 days may not be eligible for return, refund, or exchange, unless covered by warranty or required by applicable law.

2. Return Conditions

Returned items should be clean, complete, and suitable for resale.

Please include the original product and all items that came with it, such as:

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

If a returned item is incomplete, not in a suitable condition, or cannot reasonably be resold, we may offer a partial refund or be unable to accept the return.

For hygiene reasons, in-ear accessories should be returned clean and in proper condition.

3. Product Issues or Incorrect Orders

If your order arrives with a product issue, shipping damage, missing essential items, or the wrong product, please contact us within the 30-day return window.

To help us review the case, we may ask for your order number, photos, videos, or basic troubleshooting information.

Once the issue is confirmed, EPZ Audio will provide a suitable solution, which may include a return, replacement, exchange, repair, or refund, depending on the situation and product availability.

4. Returns for Personal Reasons

You may return eligible products within 30 days for personal reasons, as long as the item meets the return conditions above.

Personal reasons may include fit preference, sound preference, appearance preference, device preference, choosing a different model, or simply changing your mind.

For personal-reason returns, the customer is responsible for the return shipping cost unless the order is covered by EPZ® Care+.

Original shipping fees paid at checkout are non-refundable for non-defective returns.

5. EPZ® Care+

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

EPZ® Care+ includes:

• 30-day unconditional return or exchange service
• Shipping cost coverage for eligible 30-day return or exchange requests
• Protection for eligible package theft claims
• An additional 6 months of warranty coverage
• Replacement-first service for eligible warranty cases

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

The EPZ® Care+ service fee is non-refundable once the order has been placed. Original shipping fees paid at checkout are also non-refundable.

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

6. Return Warehouses

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

For customers outside Europe and North America, we will provide the most suitable return instructions based on your location and product type.

Please do not send any item back before receiving return approval. Once your request is approved, we will provide the correct return address and instructions.

7. Return Shipping Costs

The table below shows how return shipping costs are usually handled.

Original shipping fees paid at checkout are non-refundable for non-defective returns, including eligible EPZ® Care+ returns.

8. Refunds

Returned items will be checked after arrival.

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

For approved non-defective returns, the refundable amount is the product price paid, excluding original shipping fees and the EPZ® Care+ service fee.

If a returned item is incomplete or not in suitable condition, we may issue a partial refund based on its condition.

Your bank, credit card provider, or payment platform may need additional time before the refund appears in your account.

9. Exchanges

EPZ Audio supports exchanges within 30 days of delivery.

If the exchange is related to a confirmed product issue or incorrect order, EPZ Audio will cover the approved exchange shipping cost.

If the exchange is requested for personal reasons, the customer is responsible for return shipping unless the order is covered by EPZ® Care+.

If the replacement product has a different price, the customer may need to pay the difference, or EPZ Audio may refund the difference.

The 30-day return window will restart from the delivery date of the replacement product.

10. Custom / Bespoke Products

Custom and Bespoke products are made specifically for each customer. Because of this, they are not eligible for standard 30-day returns or change-of-mind refunds.

Once a Custom / Bespoke order has been confirmed or production has started, it cannot be canceled, refunded, or changed for personal reasons.

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

If a Custom / Bespoke product arrives with a confirmed manufacturing issue or is materially different from the confirmed design, EPZ Audio will provide a reasonable solution.

11. Non-Returnable Items

The following items are not eligible for standard returns:

• Custom / Bespoke IEMs
• Personalized faceplates, colors, shell designs, artwork, or custom configurations
• Gift cards
• Items that are incomplete or not suitable for resale

12. How to Start a Return or Exchange

To start a return or exchange, please email us at support@epzaudio.com.

Please include:

• Your order number
• The email address used for purchase
• The product name
• The reason for your return or exchange request
• Photos or videos if they are helpful for reviewing the case

Our support team will review your request within 1–3 business days. If approved, we will provide return instructions and the correct return address.

Please do not send any item back before your return request has been approved.

13. Order Cancellations

Orders may be canceled for a full refund before shipment.

Once an order has been shipped, it can no longer be canceled and will need to follow the standard return process after delivery.

For Custom / Bespoke orders, cancellation may not be available once the order has been confirmed or production has started.

14. Warranty

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

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

Warranty claims may require photos, videos, troubleshooting information, or return inspection.

The warranty does not cover accidental damage, water damage, misuse, unauthorized modification, normal wear and tear, or cosmetic changes that do not affect product function.

15. Legal Rights

This policy does not limit any statutory rights you may have under applicable consumer protection laws.

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