What is the warranty on Zu products?

Zu products are designed and manufactured to the highest quality. 

However, if something does go wrong under normal home use, Zu will fix or replace the product free of charge. If you come across any problems with drivers, cables, parts, cabinet, etc.- we will fix or replace the product. 

Exchanges

When a product or part is exchanged, the replacement becomes your property and the suspect or damaged part becomes Zu’s property. Parts provided by Zu must be used in products for which the warranty service is claimed.

Warranty specifics for different products

Cable: Exchange for new product (or at least functional equivalent to the original product), or repair.

All standard Zu cables have a limited lifetime warranty with the exception of the Mobius headphone cables, which have a two-year limited warranty. Cable warranty does not cover misuse or broken connectors damaged from misalignment or over tightening. Limited lifetime warranty is available to the original purchaser only.

Loudspeakers: Replacement of product or parts including user-serviceable parts, or repair.

Zu loudspeakers have a five-year limited warranty from date of purchase by the original owner. 
While every effort is made to ensure a perfect finish that will last a lifetime, Zu loudspeakers do come with a finish warranty that covers color fade, finish checking, and oxidizing. This warranty does not cover damage from impact and abrasion or seam/core construction visibilities in extreme temperatures and high humidity environments.

Loudspeaker warranty and service can usually be performed by the user, also known as DIY Service. In DIY Service cases, Zu will provide full technical support. This provides faster repair of the product, minimizes handling costs and hassles, and reduces damage potential to both Zu (and you).

Phonograph cartridges: Exchange for new product (or at least functional equivalent to the original product), or repair.

Zu phonograph cartridges have a limited two-year materials and workmanship warranty. This warranty does not cover misuse or accident. It does not cover premature stylus wear from playing dirty records. It also does not cover broken coil leads, which is the result of using a brush with nap that pushes into the housing and damages the coil or coil leads. 

What voids a warranty?

Warranty does not apply to damage caused by operating the product outside the intended use, accident, another product, misuse, abuse, flood, fire, earthquake or any other external causes. Warranty does not cover damage caused by modification or service performed by anyone other than a Zu representative. Cosmetic damage is also excluded from warranty, as is all product that has any part of the Zu serial number removed.

Zu products are designed to be used in temperature and humidity controlled environments, namely your home or office unless otherwise stated. Storage of Zu Audio products, particularly loudspeakers, in uncontrolled environment may cause damage to the product and will void the warranty.

D.O.A. Products

In the highly unlikely event that a Zu product arrives to you D.O.A. (Dead On Arrival), call us and discuss the situation with a Zu tech- we will ship another of the same product at our expense and arrange for the D.O.A. product to be collected. If after inspection, however, we find that you have misrepresented a returned product’s condition, and that it was improperly handled or used, Zu will charge you for all damaged parts, labor, shipping, and handling of the product.

What you can expect if warranty service is needed

How to get started

If warranty becomes necessary, you must call or email for a Return Material Authorization (R.M.A.) number, or to arrange for user serviceable parts. This provides us the opportunity to assist in diagnosing the problem and helps us schedule a rapid turnaround in the event that parts, service, or repair is needed. Upon factory inspection of parts or product, warranty eligibility will be determined.

Timeline

While service options, parts availability, and response times will vary, we do our best to keep you happy. We strive for same-day turnaround on cable problems and one-to-three-day turnarounds on phonograph and loudspeaker problems. 

Shipping

Depending on the situation, you may be responsible for shipping and other charges. International customers should know that Zu will comply with all applicable export / import laws and regulations, and that you may be responsible for custom duties, taxes, broker fees, freight, and other charges.

Packaging

When shipment of product or part is required, repackage the complete product or part in its original packaging. If you have any questions about packaging, please call or email. Product damage caused by incorrect repackaging is not eligible for refund or warranty and the freight company may also reject your insurance claim. Until we have the product back in the shop and sign off that it is eligible, the product is still your property. Therefore, we recommend that you insure or declare the full value of the product when shipping. We also recommend that you only ship with a freight company that has a good reputation and offers tracking and insurance for the full value of the product.


Within the package you need to also include your contact information.

Please send to: 
ZU AUDIO
RMA NUMBER
3350 S. 1500 W.
OGDEN, UT  84401
USA

 

Posted on August 18, 2013 and filed under Commerce, Show All.