Refund policy

Return Window

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

This return window does not apply to custom or personalized products, unless the item is defective or damaged.

Eligibility for Returns

To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn and Clean: The earphones must show no signs of wear, earwax, or hygiene-related residue.

  • Condition of Shells: Earphone shells/cavities must be free of scratches, cracks, or visible damage.

  • Packaging: Returned items must be in their original packaging with all original accessories included.

  • Proof of Purchase: A valid receipt or proof of purchase is required.

Final eligibility will be determined upon inspection by our returns team.

Non-returnable Items

The following items cannot be returned or refunded:

  • Customized Products: Custom orders (including custom shell colors, private molds, or personalized faceplates) cannot be returned or refunded once production has commenced, except in cases of defects or errors on our part.

  • Gift Cards

Return Process & Address

To initiate a return, please contact us at support@epzaudio.com.
If your return request is approved, we will issue a Return Merchandise Authorization (RMA) number.

Please do not send items back without authorization.

All approved returns must be shipped to:

Shenzhen Fengya Technology Co., Ltd.
12/F, Huitong Building, No. 10 Longgang Road,
Longgang District, Shenzhen, China
(Please mark the package as: “Returned Goods – No Commercial Value”)

Shipping Costs

  • Defective or Incorrect Items: EPZ Audio will cover return shipping costs or provide a prepaid shipping label.

  • Change of Mind / Preference-Based Returns: Customers are responsible for return shipping costs. Original shipping fees are non-refundable.

We recommend using a trackable shipping service or purchasing shipping insurance. EPZ Audio cannot be responsible for returns lost in transit without valid tracking confirmation.

Damages and Issues

Please inspect your order upon receipt. If the item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

Exchanges

We offer exchanges within 30 days after delivery, subject to product availability.

  • Customers are responsible for return shipping costs for exchanges unless the exchange is due to a defect or shipping error, in which case EPZ Audio will cover the shipping costs.

  • Exchanges are not available for custom or promotional items, unless defective.

For defective custom products, we will offer a replacement or an appropriate solution at our discretion.

Refunds

Once your return is received and inspected, we will notify you of the approval status.
Approved refunds will be issued to the original payment method within 5–10 business days.

If more than 15 business days have passed since approval, please contact us at support@epzaudio.com.