Please read the procedure below and incorporate it into your internal RMA process for Shokz products.
Defective units are not required to be returned and may be disposed of locally in accordance with this procedure and applicable regulations. Instead, please complete the downloadable RMA form and submit it to us.
Important:
To improve efficiency, please accumulate a minimum of 10 defective products before submitting the form. (This does not mean submissions cannot be made individually when necessary.)
The form must be completed accurately and include all required information. After we have reviewed and confirmed the submitted form, a credit note will be issued. The defective products may then be scrapped locally and recycled in accordance with applicable local regulations. Please be aware that these products may, and often do, contain batteries; therefore, they must be handled and disposed of appropriately in line with local requirements for battery-containing electronic waste.
Please note that units must not have been registered for more than 90 days. Cases submitted more than 90 days after the complaint date may not be eligible for full credit. Therefore, Boston recommends submitting this form on a monthly basis.
Required information requested by Shokz includes:
• Brand & Model
• Complaint Date & Purchase Date (day–month–year format)
• Valid 14-digit Serial Number
• Company Name
• Defect Classification
• Defect Details
• Customer Resolution – Was the unit replaced with a new unit or returned?
All of this information can be selected easily via the RMA form.
All information must always be submitted to Boston via this formular also.
Regarding Serial Numbers on the Products
Serial numbers are available on all products or on the product packaging. They can typically be found on the retail box in the same area as the EAN / UPC code, on the warranty card inside the packaging, and on the product itself, usually located near the magnetic charging port on the headset.
After the RMA form has been completed, it must be returned by email to rma@boston.dk. If the serial number is not readable or available on the product due to wear and tear, you may include the corresponding invoice in PDF format for reference. These cases will be reviewed manually by Boston to determine whether a credit note can be issued. Please note that providing a valid serial number is strongly recommended, as serial numbers are tracked internally by Boston and are subject to strict control procedures. Please include your reference number in the email subject line, if you would like this reference to appear on the credit note.
If the RMA is approved, a credit note will be issued shortly thereafter.
Once the credit note has been received, you are required to destroy the product by physically dividing it into two parts and disposing of it in a safe and environmentally responsible manner, in accordance with your local regulations for electronic waste disposal.
