Last Updated: 3-Feb-2019

Refunds

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.
For orders that have been confirmed as lost or otherwise undelivered, if a refund is requested, the amount refunded will be minus the postage cost, and minus a processing fee of 10% of the purchased items.

Exchanges

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.

Lost Orders

If you ordered tips from us and selected the recommended ParcelPost Tracked, or ParcelPost Rural Delivery Tracked option, and your order goes missing, Earbuds NZ will ship your replacement tips to you at no additional cost.

If you selected one of the non-tracked postage options, then this is at the buyer’s risk.

If you have accepted the risk that your order could go missing, then the following process applies to you:

  • Replacement orders* are now required to be sent via ParcelPost (Tracked) which is charged at $4.50 to ensure the replacement order gets to its destination successfully – see Introducing ParcelPost Tracked for details.
  • You will be charged an additional 10% of the cost of the items you purchased (to cover in-part replacement of the lost items). For example, if you bought three pairs of tips totalling $6 (excluding postage), you will re required to pay an additional 10% of $6 ($0.60) plus $4.50 ParcelPost Tracked, so $5.10 in this example.

Returned To Sender

Please ensure you supply an address that NZ Post can be delivered to – this should be a valid residential address, a PO Box or a Private Bag. Commercial addresses can be problematic for deliveries on occasion so please avoid using these where possible, or select ParcelPost as your shipping option. The address auto-complete at checkout should be accepted as a valid postal address. When an order is returned, we will contact you to arrange for an alternate delivery address.

  • If the address you provided was valid and NZ Post was at fault, your order will be sent at no-charge, and costs will be recovered from NZ Post.
  • If you supplied an incomplete, incorrect or invalid delivery address, payment to cover the cost of resending your order will be requested. Once the payment is received, your order will be resent.

 


*Conditions:
  • All earbud tips are inspected for quality before being posted, so any earbud tips damaged during fitting or removal cannot be exchanged or returned for a refund.
  • Earbud tips must be returned in as-new condition to qualify for an exchange or refund.
  • Earbud tips must be returned at your own cost.
  • Exchanges and refunds will only be issued once the original earbud tips have been received as per above.
  • Replacement tips will only be posted once the required fees have been received.
  • Refund does not include hard costs such as postage.

 

Other Policies