Zu Audio Warranty
Zu products are designed and manufactured to the highest quality. However, if something does go wrong under normal home use and within the warranty period, Zu will fix or replace the product. There are some basic limitations to this warranty, how and where the product is used or stored for examples. General Warranty Limitations are noted at the bottom of this page and extend to all Zu Audio cable, loudspeakers and electronics.
Zu Cable Warranty
All non-custom Zu cables have a limited lifetime warranty to the original owner unless otherwise specifically noted in the model’s warranty. Cable Limited Warranty does not cover misuse or broken connectors damaged from misalignment, over tightening or mishandling.
If cable warranty becomes necessary, Zu may exchange for new, or functional equivalent to the original, instead of fixing the original cable. Limited lifetime cable warranty exceptions include:
Zu Mobius-Senn Sennheiser HD-600 headphone cable—two-year limited warranty.
Zu Mission DB25 pro audio interconnect—five-year limited warranty.
Zu Loudspeaker & Subwoofer Warranty
All non-custom, passive (no speaker-level amplification within the cabinet) Zu loudspeakers and subwoofers have a limited five-year materials and workmanship warranty from date of purchase, and also limited to the original owner. Loudspeakers and subwoofers that also have amplification contained within the cabinet (active) have a two-year limited warranty on the electronics, and five-year warranty all other materials and workmanship. This warranty does not cover damage from impact and abrasion or seam/core construction fine-line visibilities caused by exposure to extreme temperatures and high (>90%) or low (<15%) humidities.
Loudspeaker warranty and service can usually be performed by the user, also known as DIY Service. In DIY Service cases, Zu will provide prompt technical support. DIY Service provides faster repair of the product, minimizes handling costs and hassles and reduces damage potential to both Zu and the loudspeaker or subwoofer customer.
If loudspeaker or subwoofer warranty becomes necessary, Zu may repair, or exchange of product or parts, including user-serviceable parts.
Zu Phonograph Cartridge Warranty
Zu Audio phonograph cartridges (pickups) purchased new carry 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—a result of using a brush with nap that pushes into the housing and damages the coil or coil leads.
At Zu’s discretion, warranty may be realized through repair, but in some situations Zu may exchange for new, or functional equivalent to the original product. In cases were the cartridge cannot be fixed, and the Grade of the cartridge cannot be matched due to unavailability, Zu will replace with the next closest lesser equivalent.
Exchanges
When a product or part is exchanged, the replacement becomes the customer’s 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.
Dead On Arrival
In the highly unlikely event that a Zu product arrives dead on arrival (DOA), call Zu and discuss the situation. This affords Zu the opportunity to assist in troubleshooting. If warranty service is found necessary, Zu will ship another of the same product at its expense and arrange for the DOA product to be collected. If after inspection, however, Zu finds that customer has misrepresented a returned product’s condition, and that it was improperly handled or used, Zu will charge the customer for all damaged parts, labor, shipping, handling, time and other costs directly associated with the product and claim.
What to expect if warranty service is needed.
If warranty becomes necessary, customer must call or email for a Return Material Authorization (RMA) number, or to arrange for user serviceable parts. This provides Zu the opportunity to assist in diagnosing the problem and helps Zu 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.
While service options, parts availability, and response times will vary, Zu will do its best to keep the customer happy—Zu strives for same-day turnaround on cable problems and one-to-three-day turnarounds on phonograph and loudspeaker problems.
Depending on the situation, customer 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 customer may be responsible for custom duties, taxes, broker fees, freight, and other charges.
When shipment of product or part is required, repackage the complete product or part in its original packaging. If there are any questions about packaging, please call or email Zu. Product damage caused by incorrect repackaging is not eligible for refund or warranty and the freight company may also reject the insurance claim. Until Zu has the product back, and signs off that it is eligible, the product is still the customer’s property. Therefore, Zu recommends that customer insure and declare the full value of the product when shipping. Zu also recommend that customer only ship with a freight company that has a good reputation and offers tracking and insurance for the full value of the product. Note, within the package, customer should include contact information.
Warranty Limitations
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 Audio products are designed to be used in temperature and humidity controlled environments, namely home or office unless otherwise stated. Storage of Zu Audio products, particularly loudspeakers, in uncontrolled environment may cause damage to the product and may void the warranty.