Policies

Earbuds NZ offers a Money-back Guarantee!* Should the earbud tips not fit your ears or headphones, or even if they are just the wrong colour, then we will happily refund the total cost of your purchase. The cost to return the item to Earbuds NZ for the refund lies with the customer.

Refunds may not be possible on lost orders – this will depend on whether NZ Post agrees to payout (admit fault) for the order going missing.

Refunds are possible for returned orders (see Conditions below).

We are happy to exchange* your earbud tips, like if they are the incorrect size, or wrong colour, or they’re for a different type of speaker stem, however this will incur additional postage costs for sending the replacement items to you. These costs are the cost of posting the unwanted tips back to Earbuds NZ, and the cost for Earbuds NZ to post the replacement tips to the customer.

If your tracked order goes missing, Earbuds NZ will help you by lodging a claim with NZ Post. Earbuds NZ needs to be notified within 3 weeks of the order being shipped otherwise NZ Post will no no longer assist.

This process can take a couple of weeks by NZ Post complete, and a successful claim is not guaranteed.

You are advised to check with immediate neighbours first, and check through your junk mail to ensure the order hasn’t been accidentally included and discarded along with it.

Earbuds NZ will be in touch if your order is returned to us, to discuss next steps.